Customer Service Training
Resume:
Profile
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.
Contact
PHONE:
E-MAIL:
******************@*******.***
ADDRESS:
464 Amsterdam Ave
Apt 3S
New York, NY 10024
Olivia Francesconi
Learning and Development Manager
EDUCATION
Masters Organizational Psychology (registered
Psychologist)
Post Graduate Diploma in Psychology
Bachelor of Behavioral Science
WORK EXPERIENCE
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
(disestablished)
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
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