Gloria Cheung Stefancic
Brisbane,QLD
Summary
Dynamic leader with a proven track record at O'Brien Glass Industries, excelling in virtual training and presentation, and employee coaching. Spearheaded a comprehensive onboarding program, enhancing new hire integration efficiency by 30%. Expert in learning management systems and leadership training, consistently delivering results by fostering a culture of continuous learning and development.
Overview
11
11
years of professional experience
Work History
Training Coordinator and Leadership Support
O'Brien Glass Industries
02.2021 - Current
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Created and maintained detailed training records and reports for management review.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Worked with central management to identify, plan, align, and address training needs.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
- Produced training manuals, presentations and resources for enhanced learning.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Championed a performance-driven culture by aligning training initiatives with key performance indicators and individual development plans.
- Developed and implemented successful onboarding program.
Team Leader (Secondment)
O'Brien Glass Industries
01.2020 - 04.2021
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Business Solutions Consultant
O'Brien Glass Industries
04.2019 - 01.2020
- Coached team members on problem-solving techniques, empowering them to resolve challenging situations independently.
- Collaborated with production teams to identify areas for improvement and implement corrective actions for better product outcomes.
- Maintained up-to-date knowledge of industry best practices through regular professional development opportunities, leading to increased proficiency in role responsibilities.
- Provided ongoing training and guidance for quality assurance staff, fostering a culture of accountability and excellence in workmanship.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
- Monitored activities and supporting systems in [Type] settings to check compliance with all institutional and regulatory requirements
- Championed the adoption of new technologies that improved efficiency in monitoring and reviewing agent interactions, reducing manual workload while maintaining accuracy in evaluations.
- Provided support to new hires throughout their orientation period, ensuring seamless integration into the team''s existing processes and protocols for delivering high-quality service experiences to customers.
- Identified trends in agent performance metrics, enabling proactive steps to address potential issues before impacting customer satisfaction levels.
- Improved customer satisfaction by providing timely and constructive feedback to agents on their performance.
- Enhanced overall call quality by implementing a streamlined monitoring process for evaluating agent interactions.
- Streamlined the quality assurance process, resulting in faster turnaround times for feedback delivery to agents.
- Increased efficiency in the feedback process by developing standardized evaluation forms for consistency across all assessments.
- Boosted team productivity by facilitating regular meetings to discuss areas of improvement and share best practices.
- Reduced client complaints by conducting comprehensive agent training sessions focused on communication skills and product knowledge.
- Served as a subject matter expert in quality assurance practices within the organization, providing guidance to other teams on best approaches for evaluating customer interactions.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Identified patterns and trends in large data sets and provided actionable insights.
Consultant
O'Brien Glass Industries
12.2017 - 04.2019
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
Sales Associate
Cotton On Group
07.2013 - 12.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Pre-Service Teacher
University Of Notre Dame
04.2014 - 09.2016
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Incorporated project-based learning into the curriculum to allow students to explore real-world problems while honing their collaborative problem-solving skills.
- Contributed to a positive school climate by actively participating in professional development opportunities, collaborating with colleagues, and engaging with the community through various events and initiatives.
Education
Bachelor of Education - Primary Education (Major in Theology)
University of Notre Dame Australia
Sydney, NSW10.2016
Skills
- Virtual Training and Presentation
- Learning Management Systems
- Schedule Coordination
- Training facilitation and delivery
- Leadership training
- New hire on-boarding
- Employee Coaching
- Decision-Making
- Compliance Training
Timeline
Training Coordinator and Leadership Support
O'Brien Glass Industries
02.2021 - Current
Team Leader (Secondment)
O'Brien Glass Industries
01.2020 - 04.2021
Business Solutions Consultant
O'Brien Glass Industries
04.2019 - 01.2020
Consultant
O'Brien Glass Industries
12.2017 - 04.2019
Pre-Service Teacher
University Of Notre Dame
04.2014 - 09.2016
Sales Associate
Cotton On Group
07.2013 - 12.2017
Bachelor of Education - Primary Education (Major in Theology)
University of Notre Dame Australia
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