Hawraa Al Khazaaly
Summary
As a results-oriented professional passionate with a background in the superannuation industry, I bring a proven record of success across various roles. From excelling as a contact centre representative and tech support specialist to leading teams to achievement, I leverage strong leadership and communication skills to propel team performance.
Driven by a desire to foster growth, I thrive as a dedicated trainer, committed to empowering new hires to surpass their career objectives. With over four years experience at Colonial First State, I specialize in delivering engaging instruction that cultivates both knowledge and practical skills.
Overview
4
4
years of professional experience
Work History
Contact Centre Trainer
Colonial First State
10.2023 - Current
- Developed individualized training plans to achieve staff readiness.
- Provided coaching and mentoring to employees.
- Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Designed and delivered web-based, self-directed learning materials.
- Facilitated virtual, in-person and blended learning sessions.
- Supported productivity increase and business growth through new hire training and mentoring.
- Monitored participant workflow and behaviours throughout training process.
- Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Analyzed team performance and identified opportunities for additional training.
Team Leader
Colonial First State
04.2022 - 09.2023
- Generated reports detailing findings and recommendations.
- Communicated KPIs to employees through coaching, and 1 on 1 sessions.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Guided representatives to meet their KPIs as well as embody the company values.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all team members.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity and commitment to going above and beyond for the members.
- I analysed calls by completing call listening and offered constructive feedback to representatives which assists them in their call quality.
- Educated staff on organisation and prioritising set tasks.
- Gathered my findings by generating reports and discussed those findings with my direct managers.
Team Coach
Colonial First State
03.2022 - 04.2023
- Addressed underperformance issues promptly with corrective action plans designed to drive rapid improvement in targeted areas.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Evaluated employee performance regularly, identifying areas for improvement and offering constructive feedback for personal growth through a 1 on 1 environment.
- Promoted collaboration and teamwork by fostering a culture of trust, respect, and support among colleagues.
- Provided Coaching to representatives to assist them with complex member enquires.
- Reviewed and updated our knowledge library which includes all business rules and processes.
- Collaborated with different teams and stakeholders on various projects and ensured that the information was passed on to the contact centre through training material.
- Worked on building different working techniques in the team to ensure we had a proactive and efficient process in place to complete set tasks.
Contact Centre Representative
Colonial First State
02.2020 - 03.2022
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- worked in a small team helping members and financial advisers with account inquiries, whilst maintaining great customer service skills.
- I worked along side my leader to help develop new starters in the team, I build moral and provided coaching to my colleagues ensuring they understood the product and processes.
- Ensured correct information was provided to members with exceptional service.
- Providing exceptional service was measured through company KPIs, managing to maintain 4/4 KPIs with a huge focus on first call resolution.
- Collaborated in a small team, addressing account inquiries for members and financial advisers, consistently delivering exceptional customer service.
- Worked alongside leadership to facilitate the onboarding of new team members, boosting team morale, and providing coaching to ensure a thorough understanding of products and processes.
- Ensured the provision of correct information to members, meeting and exceeding company KPIs, with a significant emphasis on achieving a 4/4 rating in first-call resolution.
Education
Bachelor of Accounting And Finance - Finance
Australian Catholic University
Sydney, NSW12.2019
Skills
Workshop coordination
Problem-Solving Skills
Computer Skills
Leadership Skills
Communication Skills
Time Management
Lesson Plan Development
Designing Training material and assessments
Quality Monitoring
Decision Making
Languages
Arabic
Full Professional
English
Full Professional
Timeline
Contact Centre Trainer
Colonial First State
10.2023 - Current
Team Leader
Colonial First State
04.2022 - 09.2023
Team Coach
Colonial First State
03.2022 - 04.2023
Contact Centre Representative
Colonial First State
02.2020 - 03.2022
Bachelor of Accounting And Finance - Finance
Australian Catholic University
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