Amelia Higgins
Woy Woy,NSW
Summary
I am an energetic, agile, dependable and self-driven individual with a proven record of creating high performing and engaged sales and customer services teams. I also have a proven track record in designing, facilitating and innovating face to face, digital and virtual training. With experience in coaching, team leading & process improvement, I have a passion for learning and development that provides a solution to meet end users, stakeholders and business goals and needs, while working in high pressure environment.
Overview
11
11
years of professional experience
Work History
Team Coach
NRMA Motoring And Services
10.2022 - Current
- Conducted training sessions for new starters, focusing on effective onboarding and integration.
- Upskilled and trained Driver Training staff, enhancing their knowledge and performance.
- Conducted comprehensive training sessions for new staff, covering system navigation, process workflows, and best practices.
- Developed and implemented training materials tailored to diverse learning styles for effective knowledge transfer.
- Played key role in identifying strengths and opportunities within team, fostering a culture of continuous improvement.
- Organised and facilitated large group meetings and focus sessions to enhance team collaboration and performance.
- Demonstrated adaptability by introducing new training methodologies to meet evolving business needs.
Induction Support Trainer
NRMA Motoring And Services
02.2022 - 10.2022
- Supported lead trainer during induction program.
- Trained employees on system and tool usage, emphasising efficiency and proficiency.
- Created and facilitated interactive training meetings to engage new team members and boost morale.
- Developed support training to support new starters achieving onboarding goals.
- Established positive connections with stakeholders, ensuring alignment with organizational goals.
- Implemented goal setting and planning sessions to guide new employees in achieving performance objectives.
- Conducted comprehensive induction training for new hires during 90-day onboarding period.
- Specialized in driver training for elderly individuals, adapting teaching methods to accommodate unique learning needs.
- Fostered a supportive and encouraging environment to build confidence in elderly learners.
Customer Service Representative
NRMA Motoring Services
09.2019 - 02.2022
- Built strong rapport with members, demonstrating effective communication and interpersonal skills.
- Maintained professionalism and empathy during interactions, contributing to a positive customer experience.
- Achieved sales Key Performance Indicators (KPIs) consistently through a customer-centric approach.
- Supporting new starters through call listening budding system
- Achieved first call resolution by efficiently addressing customer queries and concerns.
- Showcased resilience and adaptability in a high-pressure call centre environment.
- Consistently demonstrated a fast-learning ability, adapting to new systems and processes efficiently.
Customer Service Consultant
ANZ Banking Group
10.2018 - 06.2019
- Contact call Centre, averaging about 50-60 calls a day, Working within the insurance side of ANZ
- Assisting financial advisers by providing quotes for clients
- Assisting them with ANZ's online services designed for financial advisers
- Providing documents via email with password encryptions in relation to specific clients
- Assisting Clients with updating personal details within our data base
- Providing information on the product which is being sold to both financial advisers and clients directly
- The ability to control 5 separate systems at once
- Updating Credit Card details over the phone
- Providing correct forms needed to adjust information and make changes to the cover that clients hold.
Pharmacy Assistant
Chemist Warehouse
12.2016 - 08.2018
- Offer a high level positive end to end customer experience
- Advise customers with product information, ensuring they have the right products for their needs
- Resolved customer issues in an appropriate manner to ensure that the customer was receiving the best service
- Answer telephones providing information such as store hours, pharmacy procedures and products
- Communicate with customers, staff and product representatives in a polite, pleasant and professional manner
- Merchandised pharmacy goods in an appealing manner
- Monitor stock levels and regularly restock and rotate were required
- Monitor expiration date on medicates, remove, record and arrange disposal
- Efficiently operate cash register, cash handling including cheques and eftpos payments.
Barista
McDonald’s
05.2013 - 12.2016
- Produced customer loyalty by remembering personal preferences and regular orders
- Developed and demonstrated skillful latte art to engage customers
- Front counter service, including handling cash, delivering food and assisting in self-service inquiries
- Complied with standards for merchandising, stocking and storing product
- Maintained store cleanliness in alignment with corporate standards
- Constantly expanded personal knowledge of coffee styles and varieties
- Trained new team members with positive reinforcement and respectful encouraging coaching
- Maintained regular and consistent attendance and punctuality.
Skills
- Face to face and virtual facilitation
- Data analysis
- Compliance
- Team leader
- Project management
- Reporting
- Process improvement
- Stakeholder management
- Call centre management
References
Available on request.
Timeline
Team Coach
NRMA Motoring And Services
10.2022 - Current
Induction Support Trainer
NRMA Motoring And Services
02.2022 - 10.2022
Customer Service Representative
NRMA Motoring Services
09.2019 - 02.2022
Customer Service Consultant
ANZ Banking Group
10.2018 - 06.2019
Pharmacy Assistant
Chemist Warehouse
12.2016 - 08.2018
Barista
McDonald’s
05.2013 - 12.2016
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