Maitland Peters
Carlton North,VIC
Summary
I am a highly accomplished Learning and Development specialist with extensive experience working in a fast- paced customer service environment. I have a strong ability to build relationships, manage stakeholder expectations, and a proven track record of developing and delivering high quality training programs. I’m adaptable in challenging, time sensitive environments with the ability to motivate, influence, drive and deliver high quality outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Learning Experience Advisor
Defence Health
2023.06 - Current
- End-to-end responsibility for Contact Centre learning initiatives, including new starter induction and other product, process, or soft-skill learning required
- Deliver training through a variety of methods including classroom and e-learning
- Use experience of adult learning principles to develop training and development programs
- Use different learning methodologies to deliver quality and efficient learning experiences
- Develop and maintain contemporary learning materials to ensure accuracy and compliance
- Conduct ongoing training needs analysis, QA data gathering assessment and evaluation of training programs
- Ability to tailor training solutions and adopt an agile approach to meet capability gaps and business outcomes
- Maintain and improve systems and processes, and provide performance reports
- Conduct evaluations/feedback sessions on training, including reporting on effectiveness
- Identify gaps based on competency results for Contact Centre and strive for continuous improvement
- Support HR team with selection and onboarding process to ensure high quality new starters
- Input into company-wide learning and development plan and associated initiatives, alongside other HR team members
- Ability to assess and design tailored learning solutions based on business requirements
- Facilitation of company-wide learning initiatives
Learning & Development Advisor and Project Support
Defence Health
2021.12 - 2023.06
- To develop the capability of the workforce to meet our long-term service objectives
- To enable organisational transformation and quickly re-skill or upskill team members through introduction of new operating platform
- Ownership of the company’s competency framework and 70/20/10 learning guide to support current and future development needs
- Design tailored training solutions based on business requirements through training needs analysis
- Responsibility for the end-to-end delivery of induction and training programs
- Strong facilitation capability to deliver classroom workshops ranging between 5 – 40 team members to ensure training is engaging and motivating
- Deliver training through a variety of delivery methods
- Manage stakeholder relationships and work closely with stakeholders to ensure continuous improvement through gap analysis and training requests
- SME to the project team to share key insights and knowledge to enhance new customer relationship management (CRM) system
- Problem solving with external partners and internal stakeholders to build desired system functionality, and enhance user experience
- Provided extensive change support to enhance transformation engagement throughout project
Member Services Team Leader
Defence Health
2020.11 - 2021.12
- Developing a continuous learning environment through coaching and mentoring
- Determining development needs of staff
- Collaborate with HR to implement staff performance and development plans in accordance with behaviour, goals, objectives and KPIs
- Assist staff to understand and embrace change
- Support and encourage high performers to be innovative and share best methods with their peers
- Reward and recognise behaviours that facilitate continuous improvement and high performance
- Collaborate with peers and key stakeholders to promote leadership success
- Real-time monitoring agents to obtain adherence and GOS levels
- Monitor and score inbound and outbound calls of staff to ensure quality and compliance is being met
- Use daily data and statistics to drive performance and develop strategies to enhance customer experience
Member Services Consultant
Defence Health
2014.06 - 2020.11
- Providing accurate and relevant information, in verbal and written formats, to members and peers in a timely manner
- Using problem solving and decision-making skills to find a resolution for member enquiries or complaints
- Handle escalated and complex customer enquiries
- Participating in process improvement through proactive feedback and suggestions to ensure customer and employee satisfaction
- Effective use of systems and applications to complete tasks to a high standard
- Develop, maintain and share high product and system knowledge regarding the Private Health Insurance industry as an SME
- Strictly follow privacy and processes in all aspects of the role and employment
- Consistently display company Core Values
- Continuous improvement and development within individual skills by actively participating in training and finding pathways to enhance or improve skill set
Sports Coach/Referee
Waverley Basketball Club and Basketball Australia
2008.01 - 2016.01
- Basketball coach and referee for children of all ages, including multiple weekly sessions as well as school holiday programs
- Managing team players, assistant coaches and parental duties to ensure schedules and individual training sessions
- Managing players behaviour and performance
- Creating training sessions based on skill set of individuals, and adjusting sessions or approach to compliment players on the spot
Education
High School Diploma -
Mount Waverley Secondary College
Melbourne, VIC2013
Skills
- COLLABORATION - ability to collaborate with others to achieve desired outcomes as well creating an inspiring team environment
- COMMUNICATION – exceptional and effective communication skills both written and verbal
- CONTINUOUS IMPROVEMENT – identify gaps and drive improvement of training and processes
- ENGAGEMENT – build engagement with internal stakeholders and staff
- EXCELLENCE – continually striving for excellence and exceeding expectations
- PROBLEM SOLVING – identify training gaps through analysis and feedback, to improve knowledge and drive consistency across all areas of the business
- PROJECT – represented customer-facing teams as a subject matter expert for transformation project
- TRAINING AND COACHING – facilitating training and creating high quality, interactive training materials and experiences
- QUALITY - attention to detail and providing a high-level customer/employee experience
Accomplishments
- Annual company award winner 2020 for outstanding performance
- Gold pin recipient for demonstrating company values
- Exceeded benchmark in employee engagement survey as Team Leader - 2020
Certification
- Articulate Storyline 360 Expert Course
- Conflict Resolution with Inspiring Coaching
- Shelly Flett Leadership Program
Timeline
Learning Experience Advisor
Defence Health
2023.06 - Current
Learning & Development Advisor and Project Support
Defence Health
2021.12 - 2023.06
Member Services Team Leader
Defence Health
2020.11 - 2021.12
Member Services Consultant
Defence Health
2014.06 - 2020.11
Sports Coach/Referee
Waverley Basketball Club and Basketball Australia
2008.01 - 2016.01
High School Diploma -
Mount Waverley Secondary College
- Articulate Storyline 360 Expert Course
- Conflict Resolution with Inspiring Coaching
- Shelly Flett Leadership Program
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