Developed the organisational training strategy and oversaw its development and implementation. Identified the learning and development needs of impacted staff in relation to new software being introduced. • Developed a detailed and realistic work plan for training materials and quick reference guides.• Developed and delivered Learning Competency Matrix and Training Curriculum.• Led the Instructional Designers across Clubs to develop and maintain a range of material including eLearning, facilitated sessions and self guided activities to use in Learning Cafe settings.• Introduced and implemented Learning Cafe’s into State teams Learning Areas.• Compiled and edited Program Monthly newsletter to maintain communication across sites.• Created and maintained a Membership Stub with more than 8,500 members across 5 states and 6 Clubs. • Led the various teams to deliver 15,247 learning hours across 700 deliveries, for 1,380 learners with only 6 learners requiring additional assistance.• Applied blended learning techniques with videos, screenshots, learning cafes, e-learning, instructor-led sessions, Quick Reference Guides and one to one learning, (where required).• Developed detailed guides for handover of system maintenance from a Learning and Development perspective for Club Learning and Development teams.

Short term contract to design and deliver training of new rostering software to impacted staff.A temporary contract role to design and deliver training for a new software solution for their Human Resources rostering team.• Identified training and development needs for the implementation of new software.• Created learning documents and instructional guides for HR Staff and Business Managers for their new software implementation.• Facilitated training to impacted staff members.• Updated materials as required throughout the delivery of the program.• Fielded and negotiated objections to the change in business processes.• Evaluated the training program pre and post delivery.

Responsible for the face-to-face delivery and assessment of operational compliance, technical job-based and soft skills training. Responsibilities include: facilitating group based learning, co-ordinating and facilitating distance-based learning and providing training through instruction and demonstration of work skills. The development, design and review of training materials and the coordination of training sessions. Involved in reviews of all assessments and training to contribute continuous improvement processes.Consulting with internal and external stakeholders to determine training needs analysis, performance outcomes and professional development. Traineeship management including sign up, execution and sign off for applicable team members. Consulting with government bodies to obtain funding and rebates for suitable learners.Delivery, facilitation, presentation and public speaking skills together with strong relationship management skills. Demonstrate a strong understanding of adult learning principles and theory as well as excellent interpersonal and communications skills. Promoting strong customer focus, time management and problem solving ability.Project work includes instructional design and facilitation of new software package utilised by all people in our Direct Distribution team. Instructional design and facilitation to procedural and product changes. Remote stakeholder engagement and management. Post implementation support to regional locations by phone and Skype.

• Ensuring that company KPI’s including service and abandonment levels are met or exceeded, • Increasing sales figures for individuals and the business unit,• Maintaining data accuracy and integrity.• Ongoing coaching and mentoring to staff (including monthly, probation and annual reviews),• Training of new team members, • Real time and historic administration of call centre statistics,• Identifying required changes and assisting in the implementation of the proposed changes,• Implementing and following business plans for the business unit,• Providing monthly and annual performance review feedback to team members,• Presenting ongoing training information,• Continuous updating of training information to meet business requirements and changes.

• Completing audits to ensure minimal errors from staff. • Monitoring phone calls of team members and providing feedback and coaching where required. • Assisting team members with their enquiries related to customer situations, underwriting principles and technical difficulties.

• Fielded customer service calls during the day, identifying and providing solutions for customers, decreasing their stress and anxiety and ensuring repeat business.• Acted as a Team Leader from March 2003 onwards.• Liaison between QBE and Homeloans Ltd for their insurance needs. Providing and converting quotes into profitable business and assisting with product inquiries.

• Monitored phone calls from team members and provided feedback, coaching & training for improved customer service/sales calls• Inbound Sales • Customer Service (Inbound Call Centre).

• Designed, implemented and reported special events and theme nights. • Prepared and maintained budgets, reconcile actual costs and report a summary of the event. • Designed all promotional advertising for these events. • Assisted in the build of the new club membership database.• Maintained the club’s Internet site.

• Managed a team of 80 in-store and off premise market researchers to conduct field demonstrations,• Presented research findings to management teams, who used the information as the basis for their product development plans.• Writing and presenting reports for suppliers who have used the promotional/demonstrating or merchandising units with our company,• Training team members to successfully sell the different products that we were promoting in stores. • Demonstrator, Promoter and Merchandiser