CATHERINE PHIPPS

Telstra Corporation - Inbound and outbound customer service

• Complex telecommunications services and products
• Passionate about providing an outstanding customer experience
• Active listening skills with the ability to empathise
• Sound judgement and decision making skills
• Outstanding verbal & written communication skills
• Strong resilience and ability to work under pressure
• Ability to handle difficult calls
• High attention to detail and data accuracy skills.

Services Australia – Information Communications Technology (ICT) Services Australia supports Australians by efficiently delivering high-quality, accessible services and payments on behalf of the government. The agency employs approximately 27,500 people, operates throughout Australia, and is administered from its head office in Canberra.

• Engaged in a Change, Communication and Training (CCT) team within the Technology and Digital Programmes division - Core Infrastructure branch. Over four years she established herself as a key resource, supporting branch, divisional and agency related initiatives.
• Leading several high-profile initiatives including the design - development and full transition to MS365 SharePoint for a branch of ~200, a staff skill tagging and resource utilisation process and ICT solution utilising the existing SAP ERP HR system, a people-based initiative which aimed to improve the agency’s talent management and staff capability building assisted by data and tools, a branch-wide staff wellbeing program, and produced branch communication and strategic presentations on behalf of the National Manager.
• Contributed to the analysis, change management and communication of two large (~1,000 staff) organisational restructures.

Department of Veterans’ Affairs – Choice in Maintainability of Veterans Services (CMVS) The CMVS program has invested close to six years in transforming DVAs manual service delivery model to becoming recognised from the Australian Government Information Management Office (AGIMO) as an exemplar model of digital transformation of online service delivery. The program has been responsible for the delivery of an online services framework and systems delivery including a full application re-architecture and delivery across multiple platforms, middle-ware, infrastructure providers and Whole of Government (WoG) technologies and strategies.

• Co-design, develop and deliver client-centric solutions to departmental staff and external agencies concurrently across a range of the CMVS projects.
• Delivery includes internal and external stakeholder and change management activities coupled with end to end design and delivery of training.
• Introduction of virtual classrooms within the Department, eLearning delivery (using Adobe Captivate software), small to large group face to face workshops and Train the Trainer sessions to enable the business to take ownership of their online transformation solutions.

Telstra Corporation - Business Analyst, Training Design & Delivery

Telstra was implementing an organisational change to their quote and order processes and systems for complex data products and services

• Reviewed business requirements and co-authored the learning solution.
• Actively engaged business stakeholders and ensured over 400 users were adequately trained and supported
• Users were supported in their transition to an enhanced Siebel CRM through comprehensive facilitated face to face and online WebEx sessions across Australia and India.

Taxi Services Commission – Online Computerised Knowledge Test & Assessment Project

The Lead Consultant in the design and development of a suite of knowledge tests, and associated documentation, for the accreditation of taxi and hire car drivers. Designed to improve the standard and behaviour of drivers in response to industry wide reform.

• In a tight time frame, working intensively with a diverse group of industry stakeholders, I developed an assessment blue-print and a test framework based on existing Units of Competency from the Certificate II in driving Operations which took into account specific concerns around the taxi industry
• Working with another SMS learning and development specialist, four tests with extensive questions pools were built, reviewed extensively across the business, and piloted to ensure questions met the needs and expectations of stakeholders
• Titled ‘The Knowledge’, this material set a new benchmark standard required for drivers to obtain or retain driver accreditation in Victoria.

CGU Insurance - Learning Facilitator

Develop the knowledge and skills of CGU staff and intermediaries with the aim of having staff job ready for current and future business needs.

• Systems facilitation and RTO based learning programs including technical underwriting workshops.
• Post training support and coaching at a group and individual level to further embed the systems knowledge and enhance staff competency levels.
• Collaborative approach with learners ensured high system competency levels among staff.

Telstra Corporation

• Implemented change within the business unit by role modelling company values and promoting business unit policies and processes
• Facilitation, design, coaching, workplace assessment, web tutoring and post implementation reviews
• Proactive ability to adapt to a fast paced, fluid environment enabled skills development and use of a variety of training techniques and aids to cater to varied adult learning styles
• Expert analysis and facilitation skills contributed to measurable improvement in the skill and knowledge levels of Telstra staff.

5th/6th Battalion, Royal Victoria Regiment, Reserve Force

The Royal Australian Army Pay Corps (RAAPC) is to provide financial advice to the Army

• Offered advice in the area of financial management of Public Moneys, and preparation of pay statements, cash flow analysis, accrual accounting, costings and performing financial analysis through the use of financial management systems
• Financial advise in areas of pay and remuneration for exercises, United National and other overseas military operations in conjunction with preparing audit documents for Non Public Money Accounts and fraud investigations
• Attached to an infantry battalion, active participation in infantry training and associated exercises.