Jessica Tucker
Perth,WA
Summary
Certified facilitator and proven ability in leadership skills. Strong analytics, organizational and communication skills. Able to work independently and engage with key stake-holders to make quality decisions while prioritizing workload to meet deadlines.
Overview
14
14
years of professional experience
Work History
Trainer Assessor
HBF Health Fund
2020.11 - 2024.04
- Enhanced trainee performance by conducting comprehensive assessments and providing constructive feedback.
- Streamlined training processes by developing and implementing efficient training methodologies tailored to the organization''s needs.
- Boosted employee retention rate by designing engaging training programs that fostered professional growth and development.
- Supported a positive learning environment with clear communication, active listening, and empathy for diverse learners.
- Collaborated with fellow team members to develop effective strategies for addressing gaps in trainee knowledge or skills.
- Contributed to the successful accreditation of training programs by ensuring compliance with industry standards and best practices.
- Improved overall organizational performance by identifying skill gaps among employees and creating targeted training solutions.
- Reduced time spent onboarding new hires through the creation of streamlined orientation materials and procedures.
- Increased employee engagement in training sessions with interactive activities that catered to various learning styles.
- Developed customized curricula that addressed specific departmental needs, resulting in more targeted skill development among employees.
- Partnered with subject matter experts to ensure accurate content delivery while maintaining a learner-focused approach during sessions.
- Evaluated the effectiveness of current training methods regularly, making data-driven adjustments as necessary to improve results continuously.
- Facilitated open discussions during workshops and seminars, promoting an inclusive atmosphere where all participants felt comfortable sharing their thoughts and experiences regarding workplace challenges or successes tied to program content.
- Incorporated real-life scenarios into training materials, creating a more relatable and practical learning experience for participants to apply in their roles.
- Served as a mentor and resource for newer trainers within the organization, imparting knowledge and best practices to support their professional development.
- Established strong relationships with key stakeholders across departments, enabling seamless collaboration on cross-functional initiatives requiring staff training or upskilling efforts.
Team Leader
HBF Health Fund
2018.06 - 2020.11
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
Travel Consultant
Flight Centre
2013.01 - 2016.11
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
- Built strong relationships with clients through exceptional communication and personalized service.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Developed targeted marketing campaigns to attract new clientele and promote special offers or seasonal deals.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
- Handled sensitive information with professionalism and discretion.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Collected, handled and documented payments for travel services and associated feels.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Followed up with customers to increase customer service with travel plans.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Collaborated with colleagues to create and promote special travel packages.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Restaurant Supervisor
Esplanade Hotel
2010.02 - 2012.06
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Enhanced team performance with regular evaluations and constructive feedback.
- Managed inventory control, reducing waste and optimizing resources allocation.
- Collaborated with kitchen staff to develop new menu items that boosted sales revenue.
- Reduced employee turnover by fostering a positive work culture and addressing staff concerns promptly.
- Coordinated event planning, managing logistics for successful private dining experiences.
- Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Assisted in recruitment processes, selecting well-qualified candidates that contributed positively to the team dynamic.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Provided ongoing coaching for employees, nurturing professional growth opportunities within the organization.
- Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Conducted weekly and monthly staff meetings to review performance and discuss upcoming events.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
Education
Certificate IV - Training And Assessment
South Metropolitan TAFE
Bentley, WA12.2022
High School Diploma -
Neville Lovett School & Fareham College
Hampshire, UK06.2005
Skills
- Adaptive Learning
- Learning Management Systems
- Adult Learning Principles
- Training Needs Analysis
- Feedback Delivery
- Assessment Strategies
- Coaching Techniques
- Reliability
- Multitasking Abilities
- Excellent Communication
- Professionalism
- Problem-solving abilities
- Analytical Thinking
- Active Listening
- Organizational Skills
- Self Motivation
- Process Optimization
- Adaptability and Flexibility
- Goal Setting
- Team Collaboration
- Continuous Improvement
- Customer Relationship Management
- Relationship Building
- Team building
- Interpersonal Skills
- Data Analysis
- Problem-solving aptitude
Certification
Additional Information
As a Women's Soccer coach 2nd division, my attributes include:
- Strong, clear and motivational communication skills.
- The ability to inspire confidence and motivate performance.
- The ability to analyse problems.
- Perseverance and patience.
- Good organisational skills.
- A sensitive and supportive approach.
- First aid skills.
Timeline
Trainer Assessor
HBF Health Fund
2020.11 - 2024.04
Team Leader
HBF Health Fund
2018.06 - 2020.11
Travel Consultant
Flight Centre
2013.01 - 2016.11
Restaurant Supervisor
Esplanade Hotel
2010.02 - 2012.06
Certificate IV - Training And Assessment
South Metropolitan TAFE
High School Diploma -
Neville Lovett School & Fareham College
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