Mel Pound
Southbank,VIC
Summary
Dynamic learning and compliance leader with many years of comprehensive experience teaching knowledge and skills to organization's training teams and staff members. Versed in preparing educational materials, conducting seminars, focus groups and workshops. Familiar with successful teaching methodologies that span across all learning styles. Versed in developing and implementing improved training programs to improve performance. Success driving uplift in skills and capabilities across organisations by employing engaging training methods and implementing team-building activities to meet training needs. Bringing a few years of Energy, Telco, Social Media and Travel expertise, including proficiency in Salesforce, Microsoft and SAP .Effective at creating and optimizing training programs for new, professional, supervisory and management positions. Excellent communicator, multitasker and legendary problem-solving abilities. Advanced skills in training delivery with in-depth understanding of training requirements for different departments and all levels from ELT's, SLT's to mid-management and new-starters.
Overview
19
19
years of professional experience
6
6
Certification
Work History
Compliance and Training Lead
Ausnet Services
Southbank
01.2022 - Current
- Built the Skills and Capabilities Matrix framework and maintain data
- Built the Quality Analysis program for all agents, 2IC's and supervisors across all skillsets and perform QA reporting monthly
- Wrote the contact centres policies for privacy incl FOI and Govt + VIC POL enquiries procedures
- I prepare ARC and RIN and requested Govt + regulators reporting
- I also prepare monthly ELT reporting from a QA + training perspective
- Built and maintained relationships with internal stakeholders to manage the learning + transition of new workflows into the CSC to support other business areas
- Identified areas lacking escalation points or relevant knowledge for relevant enquiry paths
- Designed and developed new content to be delivered
- Wrote training content aimed at in person training and via Teams/online/WFH teams
- Built relationships with industry stakeholders during discovery pieces
- Championed and delivered training during cut-over and post install of the new CRM Sourced training staff from other business areas and often delivered training for the Customer Relations and Services Teams
- Ensured both teams stakeholder interactions are compliant
- Ensure content for training + learning programs are relevant and current
- Ensuring compliance with VIC energy regulatory boards & codes of ops., VIC Govt depts
- Ensuring resources, content & delivery of training for staff from onboarding, senior staff through to Supervisors
- Ensuring customer comms content via website & other external sites is relayed to staff and vice versa
- Ensuring process mapping and workflows are relevant and streamlined for all engaged stakeholders across multiple customer touch points
- Ensuring staff are up & cross skilled to meet demand in all areas of customer, distributor, retailer and other industry stakeholders engagement
- Ensuring learning is embedded, utilised and that staff are engaged, empowered to action & implement change for improvement and that they know what they do matters to peoples lives.
Candidate Experience Manager
Australian Dental Council
Southbank
08.2021 - 10.2021
- Oversee the candidate experience, application stages
- Maintain currency of knowledge
- Lead the improvement of policy and procedures
- Identify operational issues and solutions
- Develop framework for delivery
- Lead performance excellence
- Set clear goals and direction for assessments teams.
Customer Experience Manager (Maternity Cover)
Campbell Page
03.2021 - 07.2021
- Develop and deliver Customer Journey Road Map
- Establish tone of voice for Digital and Social Media interactions
- Liaise with Govt
- External and internal stakeholders
- Assist with change management and transitional policy from executive leadership to frontline staff.
Social Media Strategist
Australia Post
06.2020 - 02.2021
- Developing Content and training the Social Media Teams on the future tone for the voice of Australia Post
- Analytics reporting on key marketing campaigns from stakeholders
- Established and maintained COVID protocol for PR statements release via digital and social media
- Streamlining contact centre staff process map and setting ‘one team' standards for centre staff to assist Post Shop staff in accessing data on tracking number results.
Customer Engagement Manager
Vetasses
11.2019 - 06.2020
- Through intensive external stakeholder and customer satisfaction survey data analysis developed, produced, and delivered the training to staff on the ‘customer journey' roadmap for all consultants and assessors to use as a tool for service and empathetic based relations
- Ran training focus groups for assessment, sales, and service staff to identify pain points, knowledge gaps and opportunities for continuous improvement.
Customer Service Manager
H + R Block
05.2019 - 10.2019
- Develop content and train the sales and service leadership teams
- Re-design the escalation standards and timeframes
- Introduced a customer-centric and solutions-based approach for the outbound team
- Ensure centre standards are maintained.
Contact Centre Training Manager
Super Retail Group
Altona, VIC
09.2018 - 05.2019
- Integrate new strategies and established processes to create the most impact on results for the centre
- Write and deliver product training for each induction group each week
- Empower customer-centric interaction TM training, support, motivation, development.
Product Training Manager
Telstra
11.2017 - 09.2018
- Developing and delivering ‘customers to friends' sales training program
- Presented sales consultant complex selling course for newbies 3-6 mths
- Enlivened complaint handling turning complaints into sales.
Store/Training Manager
Flight Centre Group
Wellington, Adelaide, London, Melbourne
11.2005 - 10.2017
- Sales consultant and assistant manager training and career development with succession planning built into the SWOT method
- Regular coaching with sales consultants
- Delivering results based on store KPO's
- Setting store culture and cultivating consultant business values.
Education
C.T.M. - Public Speaking
Toastmasters INTL
Wellington NZ03-2002
Bachelors Business Administration -
wellington university
first aid + safety -
St Johns Ambulance
disaster recovery aid -
St johns civil
Lean/Six Sigma -
Skills
- Learning Management Systems
- Employee Onboarding
- Coaching and Mentoring
- Training delivery
- Technical training
- Optimizing programs
- Curriculum Design
- Data Analytics
- Operations Management
- Designing teaching aids
- Organizational Development
- Administering tests
- Lesson Planning
- Client Relationship Management
- Microsoft, Salesforce, SAP expertise
- Agile principles
- Stakeholder Management
- Microsoft, Salesforce, SAP ERP CIS ISU expertise
- Strategic Thinking
- Risk Assessments
- CRM Software
- Quality Control
- Regulatory Compliance
- Call Center Operations
- Analytical Skills
- Issue and Complaint Resolution
- Conflict Mediation
- Complaint Investigation
- Complaint resolution
- Process Improvement
- Customer Retention Strategies
- Report creation
- Energy industry regulations knowledge
- Leadership
- Service Delivery Optimization
- Workflow Management
- Project Management
- Quality Assurance
- Continuous Improvement
- Social Media Monitoring
- New Hire Training
References
References available on request
Affiliations
- Antique hunting
- Gardening
- Interior Design
- Cryptic Crosswords
- Canasta + Mah Jong
Languages
French
Elementary
Maori
Elementary
Accomplishments
- Lead the Escape Travel Flight Centre team to Most Productive Globally for Fin year 2010/2011
Certification
- Agile, Lean + Six Sigma certs
Timeline
Compliance and Training Lead
Ausnet Services
01.2022 - Current
Candidate Experience Manager
Australian Dental Council
08.2021 - 10.2021
Customer Experience Manager (Maternity Cover)
Campbell Page
03.2021 - 07.2021
Social Media Strategist
Australia Post
06.2020 - 02.2021
Customer Engagement Manager
Vetasses
11.2019 - 06.2020
Customer Service Manager
H + R Block
05.2019 - 10.2019
Contact Centre Training Manager
Super Retail Group
09.2018 - 05.2019
Product Training Manager
Telstra
11.2017 - 09.2018
Store/Training Manager
Flight Centre Group
11.2005 - 10.2017
C.T.M. - Public Speaking
Toastmasters INTL
Bachelors Business Administration -
wellington university
first aid + safety -
St Johns Ambulance
disaster recovery aid -
St johns civil
Lean/Six Sigma -
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