Helen Smith
SEMAPHORE PARK,SA
Summary
Experienced Administration Professional across multiple highly regulated businesses, optimising productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable, a support specialist and team focused individual who blends advanced organisational, technical and business acumen. Works collaboratively with a wide range of stakeholders to ensure operational, communication and service excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Corporate Learning Program Administrator
SA Power Networks
04.2023 - Current
- Developed and maintained a comprehensive database of 360 individual Corporate program participants, helping to track progress and ensure appropriate follow-up actions were taken as needed.
- Created course surveys and provided monthly reporting and analysis to senior management.
- Assisted in coordinating and managing the Graduate Rotation Plan and yearly scheduling of training for 50 Grads over 24 individual programs.
- Liaised with graduates, senior management and various stakeholders for a multitude of functions, including Mentor Events with 120 persons.
- Managed LMS (Cornerstone/SABA) class & curriculum creation, enrolments, and successful completion assigned to individual’s profile.
- Continue to complete role with excellent feedback.
Learning & Development Consultant
Police Credit Union
08.2021 - 03.2023
- Conducted the Induction Program for all new starters, between 5-10 persons per month designed and implemented an enhanced learning experience.
- Built lasting relationships with key industry players through exceptional networking skills, leading to new business opportunities for clients.
- Mentored junior team members in various aspects of development consulting work – sharing expertise and promoting professional growth.
- Played a key role in the successful completion of high-profile projects by coordinating efforts among team members, partners, and stakeholders.
- Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Created and managed project plans, timelines and budgets.
- Maintained up-to-date knowledge of market trends, competitor activities, and global development issues relevant to client industries-informing strategic decision-making processes accordingly.
Customer Partnerships – Priority Assistance
Westpac
04.2020 - 08.2021
- Led training for new staff in systems and best practice methodology, case managing and overseeing capabilities of the team.
- Managed relationships with key Westpac partners to ensure a discreet, confidential and professional service for customers who may be highly vulnerable.
- Central to this is having strong legislative knowledge and adhering to a strict protocol of security and policy, ensuring the privacy of customers is maintained.
- Engaged with senior leaders and collaborated with external/internal stakeholders to enable the best outcome.
- Negotiated and provided solutions which enhance the customer’s current and future lending capabilities.
- Reviewed complex cases, adaptable and agile in responses.
- Temp/Contractor of the Quarter Award January – April 2021.
- 23 customer compliments.
- 15 internal recognition achievement rewards (peer and leadership nominated).
Project Officer – Communications, National Project
Flight Centre - Corporate
07.2019 - 12.2019
- Integral team member of the National deployment team, rolling out new Australia-wide customer facing technology to around 250 individual Business accounts.
- Developed team communications and information deployment packs for conference calls and face to face meetings.
- Produced external facing ‘consultant to customer’ resources to streamline processes and create ease of change.
- Prompted enhancements and improvements to the deployment schedule via effective rostering and time management.
- Kept senior management well-informed by preparing and presenting project status reports.
- Developed and deepened relationships with key stakeholders.
Corporate Product and Training Manager
Flight Centre Corporate
07.2012 - 07.2019
- Dual role based in Adelaide working in training and product/contract management overseeing 55 staff.
- Onboarded new starters, created individualised training and development plans and subject matter expert in travel related systems
- Led negotiations in supplier agreements, corporate liaison for suppliers in South Australia.
- Wrote and facilitated conference workshops and training programs.
- Successful role out of new technology, accounting & invoicing system as well as Global Travel Distribution system with no down time of business.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
Operations Team Leader
Corporate Traveller
07.2007 - 07.2012
- Trained, coached, and managed eight, five person teams of travel booking professionals
- Exceeding yearly KPI’s and sales targets consistently
- Proactively identified potential risks or obstacles, developing contingency plans to minimise disruptions to operations.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Evaluated performance and developed training and mentoring programs, tailored to individual’s needs
- Assisted Corporate customers to achieve their goals by developing travel policies, conducted regular reviews and data analytics
- High Achiever Consultant - 2009, 2010, 2011, 2012
- Most Profitable Shop SA/WA – 2008 and 2010
- Finance Award – 2010
Education
Cert IV Training and Assessment -
Skills NSW
Sydney, NSW01.2015
Leadership Training Workshop - Executive course on strategic planning, operations, financial control, sales and presenting skills
Brisbane FCTG
Brisbane01.2012
Assistant Manager Training - Introduction to leadership concepts, business planning, creating leading teams and advanced sales skills
FCTG
Sydney 01.2005
Diploma in Tourism -
Aria Institute of Technology
Timaru01.1995
Skills
- Administration knowledge
- Resource Coordination
- Adaptable & Flexible working style
- Meeting facilitation
- Organisational Leadership
- Customer service experience
- Regulatory & Safety Compliance
- Attention to Detail
- Relationship Building
- Analytical Thinking
Career achievements
- Developed and distributed the Corporate Learning and Development Leadership plan for 2024 for SA Power Networks.
- Recreated the online digital training platform for Police Credit Union to high accolade.
- Flight Centre, National People’s Choice award in Outstanding Service for Learning and Development - 2018
- Chosen to represent National Corporate Training team for outstanding course creation and deployment.
- Flight Centre Annual Global Awards, Berlin.
- Top Achiever in Training & Product, Flight Centre Annual Global Awards 2018, 2016, 2015, 2011, 2007, 2004 and 2005.
- Independently created google web page for South Australian operations to streamline supplier services without instruction– uptake by National Product Team as a success tool, still in operation and utilised.
- Designed and managed Product Expo’s for Corporate Travel suppliers that evolved to a national program.
References
Available on request
Certification
- Certificate IV in Training and Assessment, Skills NSW, 2012
- Diploma in Tourism, ARIA Institute of Technology New Zealand, 1995
Timeline
Corporate Learning Program Administrator
SA Power Networks
04.2023 - Current
Learning & Development Consultant
Police Credit Union
08.2021 - 03.2023
Customer Partnerships – Priority Assistance
Westpac
04.2020 - 08.2021
Project Officer – Communications, National Project
Flight Centre - Corporate
07.2019 - 12.2019
Corporate Product and Training Manager
Flight Centre Corporate
07.2012 - 07.2019
Operations Team Leader
Corporate Traveller
07.2007 - 07.2012
Cert IV Training and Assessment -
Skills NSW
Leadership Training Workshop - Executive course on strategic planning, operations, financial control, sales and presenting skills
Brisbane FCTG
Assistant Manager Training - Introduction to leadership concepts, business planning, creating leading teams and advanced sales skills
FCTG
Diploma in Tourism -
Aria Institute of Technology
- Certificate IV in Training and Assessment, Skills NSW, 2012
- Diploma in Tourism, ARIA Institute of Technology New Zealand, 1995
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