Sign in

Customer Service Training

New York City, New York, United States
April 28, 2019

Contact this candidate



Organizational Psychologist for

over ** years with a strong

focus and passion in learning

and development.

Led teams, developed and

delivered training content,

liaised with external providers

to deliver bespoke training,

developed on-line training

content, managed Learning

Management Systems,

managed budgets, ran

strategy workshops and

coaching with executives,

and implemented

psychometric tools for

career development.






464 Amsterdam Ave

Apt 3S

New York, NY 10024

Olivia Francesconi

Learning and Development Manager


Masters Organizational Psychology (registered


Post Graduate Diploma in Psychology

Bachelor of Behavioral Science


Late 2018 – Current

Traveling / relocating

Manager Learning and Development at HOTA (Home of

the Arts) 2017 – 2018

Led the L&D strategy for this newly created role

Worked with Executives and Managers to ensure

cultural alignment and capture training priorities

Developed and managed Training Needs Analysis

Introduced and deployed a new LMS, adapting and

improving the on-boarding process and improving

safety audit

Developed and managed a new Training Calendar

with numerous curriculum offering and content

Developed and managed new training content for

the LMS and face to face workshops

Managed vendor partnerships, training budget and procurement process.

Manager Learning and Development at Feros Care 2016 – 2017

Led a team of 10 L&D professionals (including

recruiting 5 new hires), responsible for the newly implemented LMS, instructional design, workshop

development and delivery, administration function

Regular 1-1’s and people management

Converted numerous classroom based training to on-line learning modules for on- boarding

Successfully on-boarded over 400 new starters in 12 months with individual training plans (role dependent) ranging from 2 days to 4 weeks

Tracked attendance and completion for all new starter modules (on-line and face-to- face)

Process improvement to alleviate frustrations

Created and delivered new content for the Disability Insurance Scheme

Led the 7 Star Leadership Development Program and yearly leadership conferences with over 100 organizational wide leaders attending.

Senior People and Learning Specialist at Nimble 2014 – June 2016 (redundancy)

Designed competency-based learning for Customer Service Representatives, including legal training, customer service, role plays, on-line learning, buddy process

Created a New Hire Orientation for company-wide roles

Partnered with Managers and colleagues to customize and deliver relevant content

Introduced assessment centers for recruitment, including psychological testing

Created new Training Calendar.

Principal Organizational Psychologist (Freelance) 2012 – 2014 Freelance Consultant working with clients such as RogenSi, Assure Programs, Barcoo Shire Council to deliver leadership workshops and coaching. Training development and delivery included Retail, Sales, EI, leadership and team development. Developed strong relationships with CEO’s, Managers and a range of stakeholders. Managed company invoices, marketing, travel, business development, content development and training delivery. Senior Learning and Development Consultant at Allconnex Water 2010 – 2012


Utilized work style measures for team development workshops

Developed and implemented training needs analysis for newly established organization

Negotiated contracts with vendors

Developed, coordinated and delivered on-boarding sessions

Sourced and managed 86 short external training courses, which were targeted to business needs

Developed content and ran workshops which over 500 employees attended

Managed 100 Water Industry Workers who graduated with Certificate II or III in Water Operations

1214 employees completed Workplace Health and Safety Compliance related technical training

Over 2,500 training placements over two years.

Change Management / Business Analyst at Gold Coast City Council 2008 – June 2010

(role transitioned to Allconnex Water)

Provide support in identifying and delivering change initiatives to ensure a smooth and seamless transition

Understand and manage tasks associated with Service Level Agreements

Analysis of work processes, systems, technology and other business impacts as a result of the transition to the new entity

Manage work stream project plans (Prince2 Lite). Senior Organizational Development Psychologist at Assure Programs 2006 – 2008 Managed a range of clients in areas such as coaching, psychometric testing (NEO PI-R, ACER ability measures, MBTI, Leadership Skills Profiles, Rothwell Miller Interests Inventory), development and delivery of training courses (Resilience, Leadership development, Emotional Intelligence, etc.), conflict resolution, change management support, performance review implementations and more.

Human Performance Consultant at Accenture 2004 – 2006 Internal consultant working with clients including Shell, Australia Post and Coles/Myer to support the people and change management activities associated with systems implementation. Developing strong relationships with stakeholders to successfully develop and deliver change management support initiatives. For example, developing Shell specific banking and customer service training which I then delivered in Manila to new hires. HR Project Officer at City of Melbourne 2003 – 2004 Recruitment Specialist at TMP/Hudson 2002 – 2003

Test Administrator/ Report Writer at Chandler Macleod 2001 – 2002 Phone & Crisis Intervention Counselor at CARE RING Phone Counseling: 2000 – 2001

Contact this candidate