Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Languages
Affiliations
References
Timeline
Generic
Lené Eksteen

Lené Eksteen

Sydney,NSW

Summary

Dynamic leader with a proven track record at The Access Group, adept in change management and leveraging eLearning tools like Camtasia and Storyline. Spearheaded customer success strategies, enhancing engagement and satisfaction. Excelled in team building and project management, significantly advancing learning services across APAC.

Overview

21
21
years of professional experience

Work History

Head of Learning Services APAC

The Access Group
Sydney, NSW
02.2020 - Current
  • Significantly contributed to developing customer success strategies.
  • Managed a successful group of training professionals.
  • Led customer success initiatives by capitalizing on educational plans.
  • Oversaw essential projects driving advancements in GRR, ARR, DNR, OI and NPS.
  • Provided customer onboarding and training solutions to ensure successful product adoption.
  • Directed comprehensive training solutions using Adult and Blended Learning Methodologies.
  • Collaborated with cross-functional leaders to develop strategies for driving customer success.
  • Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
  • Organized events such as webinars or workshops aimed at increasing customer engagement levels.
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Worked closely with marketing team to create content that educates customers about our services.
  • Analyzed customer service trends to improve the quality of services provided by employees.
  • Evaluated existing processes related to customer service operations and suggested changes when necessary.
  • Recommended & implemented AI technologies to improve customer satisfaction levels, like Pendo, Gainsight, Ada and Intercom.

Learning & Change Manager (Contractor)

Westpac
Sydney, NSW
05.2019 - 02.2020
  • Conducted stakeholder analysis to identify key influencers, assess their impact on the change process, and develop tailored strategies for each group.
  • Created communication plans to ensure stakeholders were informed of changes throughout the process.
  • Provided coaching and training sessions on how to effectively manage change within the organization.
  • Identified potential risks associated with implementing changes and developed mitigation strategies.
  • Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
  • Facilitated workshops with teams to discuss new processes, procedures, and systems related to the change initiative.
  • Recommended areas where additional resources would be beneficial in order to support successful adoption of new processes.
  • Created training programs to support organizational changes involving employees' day-to-day operations.
  • Developed change management plans minimizing employee resistance and accelerating adoption.
  • Worked closely with external vendors and consultants when necessary in order to provide additional expertise or resources needed for successful execution of projects.
  • Delivered instructional sessions for trainers using web-based platforms.
  • Handle designated budget management.

L&D Practitioner

Wood Bagot
Sydney, NSW
10.2017 - 05.2019
  • Created comprehensive training programs using a blend of adult learning methodologies.
  • Developed resources to support effective use of CRM functionalities.
  • Spearheaded the rollout of tailored online compliance eLearning courses.
  • Aided in the creation of templates for effective documentation.
  • Assisted in developing resources to align with Success Factors system rollout.
  • Contributed to creating a comprehensive onboarding experience for recruits and leadership.

Content Development Manager

Sage Software South Africa (Pty) Ltd
Johannesburg, South Africa
01.2008 - 05.2017
  • Provided leadership to 14 focused instructional designers.
  • Ensured return on investment through effective support of Learning Services executives.
  • Directed efforts to consistently achieve more than R1 million annually.
  • Created comprehensive training materials using Adult and Blended Learning Methodologies.
  • Aligned training solutions to qualification framework requirements for FASSET SETA accreditation.
  • Formulate learning and skills frameworks tailored to client needs.
  • Maintained accuracy and reliability of the LMS for all stakeholders.
  • Identified potential areas of improvement within the organization's software development processes.
  • Evaluated new technologies to determine their applicability in meeting business objectives.
  • Created detailed documentation outlining system design specifications, database models, user interfaces, test plans and other related documents.
  • Created interactive e-learning modules using Articulate Storyline, Adobe Captivate and other authoring tools.
  • Coordinated with internal teams to ensure client satisfaction with product knowledge and training delivery.
  • Assisted in the development of marketing materials for upcoming trainings such as brochures, flyers, emails.
  • Participated in the design process of new products or services by providing input on user experience issues.
  • Adapted teaching methods according to different audiences' needs by creating tailored course material.

Instructional Designer

Competence to Excellence Performance Consulting CC
Johannesburg, South Africa
10.2003 - 12.2007
  • Designed and delivered comprehensive training solutions for financial institutions throughout South Africa.
  • Developed curriculum frameworks to enhance banking sector competencies.

Education

Bachelor's of Commerce - Human Resource Management & Business Psy

University of Pretoria
Pretoria, Gauteng, South Africa
01-2004

Diploma - Occupation Directed: Education Training And Development Practices

Institute of People Development
Midrand, Gauteng, South Africa
01-2005

Certification - Project Management

Trevor Ketler - Ketler Presentations
Johannesburg
01-2014

Skills

  • Detail-Oriented Approach
  • Creative & Visual
  • Clear Communication Proficiency
  • Change Management
  • Project Management
  • Microsoft & Adobe Creative Suite
  • eLearning & Video Authoring tools (Camtasia, Storyline, Loom, Synthesia)
  • Learning Management Systems
  • Adult Learning
  • Leadership development
  • Critical thinking
  • Blended & Experiential Learning
  • Team building
  • Analytical thinking
  • Customer relations
  • Training program implementation
  • Budget administration

Personal Information

Dual Citizenship: Australian & South African Citizen

Accomplishments

  • Awarded Presidents Choice award in 2020 & 2023

Languages

English
Native/ Bilingual
Afrikaans
Native/ Bilingual

Affiliations

  • Mother to an Elite Athlete and spend a lot of time next to the athletics track.
  • You will find me in nature or in the ocean to decompress.

References

References available upon request.

Timeline

Head of Learning Services APAC

The Access Group
02.2020 - Current

Learning & Change Manager (Contractor)

Westpac
05.2019 - 02.2020

L&D Practitioner

Wood Bagot
10.2017 - 05.2019

Content Development Manager

Sage Software South Africa (Pty) Ltd
01.2008 - 05.2017

Instructional Designer

Competence to Excellence Performance Consulting CC
10.2003 - 12.2007

Bachelor's of Commerce - Human Resource Management & Business Psy

University of Pretoria

Diploma - Occupation Directed: Education Training And Development Practices

Institute of People Development

Certification - Project Management

Trevor Ketler - Ketler Presentations

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