Sara Johnson Email & Phone Number

Richmond, Vic, Au

Melbourne, Victoria, Australia

In my current role as an Instructional Designer at Munro Footwear Group, I focus on enhancing and building the capability of all team members within the Support (Head) Office. My work spans various projects, each tailored to address specific needs within the organisation. Using data-driven insights from employee surveys to consultations with executives and department heads to identify skills gaps, I create tailored learning solutions to bridge these gaps. These solutions range from self-paced online modules to facilitated sessions.The content I develop covers a broad spectrum, from budgeting and forecasting processes to enhancing digital literacy across systems, as well as compliance and regulatory online courses. By providing these comprehensive learning experiences, I help ensure that Munro Footwear Group’s Support Office remains proficient and well-equipped to meet the organisation's goals.

Melbourne, Victoria, Australia

I joined MYOB as a Success Enablement Consultant, a role that allowed me to leverage my instructional design skills to create impactful learning content for Customer Success Managers.In this capacity, I played a crucial part in empowering the Customer Success team with the knowledge and skills needed to enhance their interactions with clients, ensuring a seamless customer experience and continuation of customer subscriptions. As MYOB continued to evolve, I was given the opportunity to shift my focus to the Customer Support team, developing content that aimed at improving the efficiency and effectiveness of their operations through digital learning content.Creating learning content in a fast-paced, technology-driven environment was both challenging and rewarding. It required my ability to engage with key stakeholders and subject matter experts, utilising my expertise in adult learning to design engaging and practical learning solutions. I was honoured to win a Values Award for one of my e-learning modules designed for the newly founded Digital Support team, who handle ticket and email queries from customers using the MYOB software.Additionally, I was responsible for creating a fortnightly video communications pack that provided the latest updates to the support team. These videos, featuring fun animations and my own bespoke voice overs, were instrumental in helping the team keep up with the rapid changes the organisation.My time at MYOB not only expanded my instructional design portfolio but also sharpened my ability to adapt and respond to the diverse needs of stakeholders. I am deeply passionate about enhancing organisational capability and am thrilled to have contributed to this goal during my tenure at MYOB.

Richmond

In 2014 Red Energy acquired Lumo Energy and Direct Connect. This started the creation of the Snowy Hydro Retail Group.This can be a very challenging time for any organisation. The team can easily feel they are losing their identity when multiple brands become one company. I feel I have a great responsibility as a member of the Learning and Development team to influence this migration in a positive way.In 2018, the 3 Learning and Development teams merged into one. This opened an opportunity for me to expand my portfolio and skill set, while also gaining experience with working across multiple locations.Working within a highly regulated industry is exciting. It provides a platform for creative problem-solving. You are constantly looking for new ways to meet strict regulatory requirements without hindering the customer experience or decreasing sales. The challenge is rewarding.

Canterbury

This role made me a “jack of all trades". Being a small team, we were required to provide an end to end solution for all new employees. This included coordinating induction programs, content design, facilitation, face to face assessment and reporting. I love being the first connection a new employee makes with an organisation. A company is only worth the passion the people within it display everyday. I choose to have a very energetic approach to facilitation. I believe retention of information increases dramatically when participants are engaged and having fun. I also find a participant is able to process and understand a new concept much faster within a open and enjoyable environment compared to a more traditional style of training.Creating an upbeat, fun and inclusive training space has a large impact on organisational goals. It decreases staff attrition, increases speed to competency and reduces cost to serve.

Canterbury

This phone based role helped my already strong communication skills flourish. Coming from a face to face customer service role, I had to learn how to convey a message without the use of any visual medium. This role taught me building relationships and rapport with customers was the key to success in both the service and sales aspect of the role. I found when focusing on the quality of the interaction with a customer, sales targets were easy to achieve. Direct Connect assist hundreds of people moving home daily, these people are usually highly stressed with a million “to do list” items on their mind. To be able to take some stress out of a person's day was extremely satisfying. This passion expanding to coaching other Customer Service and Sales Representatives to reach their call quality, productivity and sales targets.I soon started working on other business initiatives from call scripting re-designs, UAT testing and facilitating change management activities. Coaching others was the most rewarding aspect of my role. For some, making an outbound sale call for the first time brings neaves, anxiety and fear. As a coach I found ways to turns this fear into confidence. This sparked my desire to become a Learning and Development Specialist.