Matilda Kushner

Designed, delivered, and evaluated onboarding, cross-skilling, and capability uplift programs across multiple business units, partnering with Group L&D, operational leaders, and subject matter experts to align learning strategies with organisational priorities and compliance requirements. Recognised for creating psychologically safe, high-engagement learning environments that enhanced learner confidence, collaboration, and performance across Service, GU Health, Sales, Retention, Proactive, International, and Digital teams.

• Facilitated onboarding and upskilling programs across Service, GU Health, Sales, Retention, Proactive, International, and Digital teams, embedding 150+ consultants into new roles.
• Partnered with Group L&D, leaders, and SMEs to design and deliver programs aligned with business transformation, compliance, and capability frameworks.
• Developed facilitator guides, eLearning assets, and interactive resources applying adult learning principles and 70:20:10 methodology to enhance confidence and retention.
• Conducted needs analyses, surveys, and assessments to evaluate program effectiveness and inform continuous improvement.
• Supported strategic projects through business readiness and capability uplift initiatives, adopting a train-the-trainer model to build internal facilitation capability.
• Recognised for creating psychologically safe, high-engagement learning environments that improved participation, collaboration, and performance.

As a frontline consultant, delivered exceptional customer service across private health insurance products and played an active role in Learning & Development initiatives, mentoring new consultants, evaluating training effectiveness, and supporting onboarding programs.

• Delivered high-quality customer service across private health insurance products, handling an average of 60–80 inbound calls per day and consistently ranking within the top 3 % of consultants for quality (98–100 %), compliance, and customer-satisfaction metrics.
• Supported hundreds of members each month with sensitive health-related enquiries, including psychiatric care and hospital admissions, maintaining a 100 % quality-assurance score for accuracy, empathy, and adherence to policy.
• Partnered with the Learning & Development team to evaluate training effectiveness and mentor more than 35 new consultants during onboarding, strengthening first-call confidence and improving service consistency across teams.

Delivered premium front-of-house and concierge services as the first point of contact for customers, tenants, and visitors, ensuring a welcoming, solution-focused experience in a high-traffic retail environment.

• Supported approximately 3,000–5,000 visitors each week with enquiries related to store directions, event bookings, gift cards, and accessibility needs, delivering efficient and personalised service.
• Processed an average of 40–60 gift card transactions daily, assisting tenants and customers with accuracy, professionalism, and attention to detail.
• Collaborated with centre management, retailers, and security teams to resolve complex customer concerns and escalations, ensuring timely and positive outcomes.
• Maintained a 100 % presentation-compliance record during brand audits, consistently representing the Westfield brand with professionalism and warmth.

Progressed from participant to facilitator, supporting delivery of youth leadership and social justice workshops across schools and community settings in Montana.

• Progressed from participant to team member, facilitating 10+ leadership and youth development workshops across schools and community programs throughout Montana.
• Facilitated dialogue, reflection, and group activities exploring identity, wellbeing, inclusion, and purpose-driven leadership for 20–40 participants per session.
• Assisted with program planning, curriculum adaptation, and community outreach, partnering with staff, schools, and local organisations to strengthen program reach.
• Mentored younger participants and new attendees, helping them build confidence, communication skills, and engagement in youth-led initiatives and community events.