Renae Bulman Email & Phone Number

Melbourne, Victoria, Australia

Remotely managing a small team of geographically dispersed advisers and delivering regular coaching, training and feedback. Developing innovative problem-solving solutions to improve andstreamline the work of the team.

Melbourne, Victoria, Australia

Contributing to the creation and maintenance of over 300 educational tools and resources for employers and employees. This includes online courses, fact sheets, guides and templates.See fairwork.gov.au/tools-and-resources for examples. Applying behavioural science principles to educational content in an effort to positively influence customer behaviour. Undertaking user research and product testing to uncover the educational needs of priority sectors and vulnerable cohorts.

Melbourne, Victoria, Australia

Preparing training plans and providing individual tailored coaching to Infoline advisers. Completing quality assurance assessments on recorded phone calls, email replies and web chat interactions.Working with team leaders to identify and address performance and behavioural issues.

Melbourne, Australia

Managing and researching escalated enquires and liaising with internal legal teams to provide advice on high risk enquiries. Providing on-the-spot advice to assist junior advisers with challenging calls.

Melbourne, Victoria, Australia

Handling inbound calls, emails and web chat enquiries from employers, employees and third party representatives. Providing tailored advice on a broad range of complex questions and helping customers to interpret awards, enterprise agreements and Fair Work Act entitlements.

Melbourne, Australia

Providing advice and assistance to prospective local and international university students regarding courses, application and enrolment. Managing a combination of inbound and outbound calls and emails. Acting as a product trainer and liaising with internal and external stakeholders. Representing highly ranked Australian universities such as RMIT, Deakin and ANU.

Edinburgh, United Kingdom

Providing inbound product support for a large multinational client. Supporting customers from four different countries, responding to phone calls, emails and web chat. Primarily handling enquiries relating to technical troubleshooting.

London, United Kingdom

Working within the Learning and Development team to design and write training content across the Virgin Active brand. This involved regular collaboration with stakeholders and subject matter experts to scope and create training packages which covered a broad range of topics from product to customer service to systems, and involved a varied group of delegates from front of house to head office support staff. Each training package was intended to be a complete, standalone piece containing pre and post work activities, facilitator-led sessions and supporting e-learning modules.

Working within the Change Management team to produce a complete training package to support the implementation of SAP to over 1000 frontline and back office staff members. Training content was produced using SAP Workforce Performance Builder across various system components - SAP CRM, SAP FS-PM, SAP FS-CD and SAP QUO. This role also involved system integration testing, defect management and exposure to data migration solutions.

Melbourne, Australia

Acting primarily as a subject matter expert, assisting with the implementation of SAP to replace the existing claims and membership systems for the country's largest health insurer. The focus of this role was to create a library of business process maps which were then used to produce training content.

Melbourne, Australia

Providing one-on-one technical assistance to call centre staff whilst working on various training projects throughout different areas of the business. This included the end-to-end process of creating and facilitating training packages for temporary staff, provider support staff, and up-skilling existing call centre staff.

Melbourne, Australia

Monitoring recorded calls and providing written and verbal feedback to over 200 frontline staff members. A major focus of this role was identifying process improvement opportunities and coaching staff on providing exceptional customer service. This also included some technical writing and frontline communications.

Perth, Australia

Phone based customer service, sales and complaints handling. Servicing the existing member base of the nation's largest and most trusted health insurance provider.