Overview
Work History
Skills
Timeline
Generic

Jolly Locke

Overview

6
6
years of professional experience

Work History

Senior Trainer

ProbeCX
03.2021 - Current
  • Company Overview: Australian Taxation Office Contact Centre
  • Promoted to senior trainer in 2022, following consistently excellent outcomes of training, including increased employee retention, speed to competency and minimised unplanned absences, when compared to the centre average
  • Facilitate training sessions for new and existing employees, focusing on provision of high-quality procedural and soft skill development, adherence to standards
  • Mentor and develop new trainers, providing guidance and support to enhance their ability to provide on-brand training and employee onboarding
  • Regular review and update of training plans, to remain relevant in a frequently evolving field
  • Creation of additional training materials, modules and learning aids, to increase new employee speed-to-competency
  • Awarded a company wide award for exceptional performance and dedication to organisation goals
  • Australian Taxation Office Contact Centre

Seconded Trainer Administrator

ProbeCX
03.2024 - 04.2024
  • Company Overview: Australian Taxation Office Contact Centre
  • Requested access to necessary systems for new and existing agents, ensuring smooth onboarding and continued operations
  • Assessed and marked training assessments to evaluate agent readiness and performance, with the additional goal of improving future training modules to rectify identified skill gaps
  • Managed the finalisation process for departing employees, ensuring successful offboarding and continued compliance to service level agreements with primary stakeholder
  • Australian Taxation Office Contact Centre

Seconded Learning and Development Manager

ProbeCX
09.2023 - 12.2023
  • Company Overview: Australian Taxation Office Contact Centre
  • Managed learning and development operations across three contact centres, located in Melbourne and Queensland, delivering consistent training quality and standards
  • Mentored and supported trainers, enhancing their skills and effectiveness at delivering training inline with operational and stakeholder requirements and values
  • Co-ordinated simultaneous training groups, across the service to meet the needs of all operational teams
  • Communicated with senior leadership and client liaison officers to align training initiatives with organisational goals, values and commitments
  • Australian Taxation Office Contact Centre

Team Leader

ProbeCX
06.2020 - 03.2021
  • Company Overview: Australian Taxation Office Contact Centre
  • Direct management of 20 customer facing employees
  • Responsible for delivering month on month improvements in average handling time, through data-driven coaching
  • Ensuring quality remained within service level agreement
  • Management of adherence and attendance, maintaining monthly averages exceeding 90%
  • Controlling shrinkage, by employing flexible and people-based solutions meeting both organisational and employee needs
  • Australian Taxation Office Contact Centre

Contact Centre Customer Service Representative

ProbeCX
04.2019 - 06.2020
  • Company Overview: Australian Taxation Office Contact Centre
  • Developing and maintaining a positive image of the organisation, through provision of timely, efficient and accurate advice to clients
  • Maintaining key performance indicators for quality and efficiency
  • Provided solution’s-based customer service for a federal government campaign, ensuring public values remained a primary focus
  • Australian Taxation Office Contact Centre

Skills

    Training and facilitation

    Curriculum and development

    Instructional design

    Performance management

    Coaching and management

    Learning and development systems

    Training and evaluation assessments

    Adult learning principles

    Organisational development

    Communication skills for training delivery

    Leadership development

    E – learning authoring tools

    Virtual classroom and video conferencing platforms

    Learning analytics

    Online assessment tools

Timeline

Seconded Trainer Administrator

ProbeCX
03.2024 - 04.2024

Seconded Learning and Development Manager

ProbeCX
09.2023 - 12.2023

Senior Trainer

ProbeCX
03.2021 - Current

Team Leader

ProbeCX
06.2020 - 03.2021

Contact Centre Customer Service Representative

ProbeCX
04.2019 - 06.2020

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Jolly Locke