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Work Background
MYOBEnablement Consultant - Sales, Customer Success and Customer Support
Jul. 2021 - Dec. 2024Melbourne, Victoria, AustraliaIn my role I am responsible for the development and delivery of training within the SME vertical of the business directly supporting our frontline sales, success and support teams across Australia and New Zealand. Developing training materials and delivery of training in all hard and soft skills as well as coaching on individual and team performance enables our frontline teams and the business to achieve their OKR's. Training and Coaching is delivered in (but not limited to):
- Consultative Customer experience
- Value based Sales Methodology
- Product
- Practical use of MYOB accounting software
- Working with Small to Medium businesses In this role I work closely with:
- Go to Market leaders
- Product Marketing
- Product and pricing teams
- Senior leaders
- Cross functional project teams
- Senior leaders
- Frontline sales, success and suport teams
MYOBLearning Facilitator - Customer Support
Mar. 2020 - Jul. 2021Melbourne, AustraliaResponsible for the development and delivery of training within the SME vertical of the business. Developing training materials and delivery of training in all hard and soft skills as well as coaching on individual and team performance Training and Coaching is delivered in (but not limited to):
- Consultative client experience
- Sales Methodology
- Product - Practical use of MYOB accounting software In addition to this I work in conjunction with other areas of the business including:
- Quality Team
- Team Leaders
- Senior Level Leadership
Southern Metropolitan Cemeteries TrustLearning and Development Advisor
Aug. 2019 - Mar. 2020Melbourne, Australia
Southern Metropolitan Cemeteries TrustCustomer Experience Training and Development Leader
Jan. 2018 - Aug. 2019SpringvaleResponsible for writing an on boarding program for new recruits to 7 different Customer Experience teams over 9 sites within the Southern Metropolitan Cemeteries Trust In addition to this, support is also provided to the existing workforce of over 50 people and their Team Leaders for all current learning and development and coaching requirements Each customer experience team meets with customers, either in person or over the telephone, to support funeral planning in areas of bookings from funeral directors, chapel services, sales relevant to funeral services, including burials and cremations, and a centralised contact centre What makes this role so unique is that I am developing and leading people to work personally with a customer typically whilst they are grieving the loss of a loved one This is rewarding work to see our teams deliver a customer experience that focuses purposefully on the needs of each individual customer whilst delivering lasting outcomes commercially to the business
CPM AustraliaLearning Consultant and Quality Assurance Team Leader
Dec. 2015 - Aug. 2017WantirnaResponsible for training and coaching over 100 call centre and field sales and customer service who work on behalf of our corporate clients and managing the Quality Assurance team. Have designed a quality assurance framework for the business to ensure all monitoring of customer interactions is reported on to benchmark agent work against our quality standards and led the team through a defined change management process in line with the developing needs of our corporate clients I partnered with teams and managers to deliver the best outcomes for our clients, including leading brands (AGL, Optus, Harvey Norman, Camp Australia, Kelloggs) within energy, retail, FMCG and Childrens Services
CPM AustraliaLearning Consultant
Jan. 2012 - Jul. 2017WantirnaTraining and Coaching over 100 Sales staff in sales and customer service to business and residential customers on behalf of 3 large organisations in heavily compliant and competitive industries Trained Retail, Administration and Warehouse Managers in a Workforce Planning system to a Franchise network of over 1200 employees to increase productivity and reduce wages expenditure
StarTrackLearning & Development Consultant
Jan. 2010 - Dec. 2012TullamarineLearning and Development Consultant to over 300 Contact Centre consultants servicing customers in Inbound and Outbound teams as part of the merge of Australian Air Express and Star Track Express.
Luke Munro PhotographyDirector and Photographer
Mar. 2009Melbourne, AustraliaSpecialising in Weddings and Family Portraits for people who love natural photographs reflecting their true self, no awkward moments here, just a true reflection of the REAL you. Inspired Imagery reflecting your natural beauty....
I-ViewTeam Leader / Trainer
Jan. 2008 - Dec. 2010HawthornLead and trained staff to facilitate Market research projects over the telephone working on behalf of Government and Corporate clients
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