- Training needs analysis and end user adoption analysis​- Custom instructional design and curriculum development for end-user and train-the-trainer courses​- Instructor-led classroom or virtual delivery​- Leading training teams and train-the-trainer programs- Experience with developing content for in-platform features such as In-App Guidance, Guidance Centre and Knowledge, and coaching business owners in these areas

- Operational Training- Upskill Training- Assessment of Staff (new and existing)- Training Call, Chat and Email Servicing on the Genesys platform - Building & maintaining Training Material- Stakeholder Management, organising meetings and collaborating with Woolworth's major stakeholders (Hollard, Petsure, etc)- Extensive Product knowledge in General Insurance and the Online shopping space- Assisting Workforce planning with rosters and schedules for new employees in the business- Skilled in Verint for Call Monitoring- Building and developing eLearning modules for the Customer Hub (contact centre) using Articulate Story Line 360- Rolling out training sessions around updates and promotions throughout the Customer Hub-Responsible for the training to all Online staff for the Phaseout of Single-use plastic bags- Document management and version control

Was involved in multiple secondments and pilots within the learning and development team.