Serena Richardson

IAG (SGIO, NRMA, SGIC)

12.2012 - Current

This role was responsible for leading a team of 14 sales and service consultants
My primary responsibilities are to coach and mentor the team to deliver exceptional experiences for our customers
I achieve this through maintaining close interpersonal relationships with my direct reports, peer’s and stakeholders.
Enhanced employee performance by developing and implementing comprehensive training programs.
Conducted regular training sessions for new hires, ensuring a smooth onboarding process and minimizing time to productivity.
Streamlined company-wide communication by initiating weekly team meetings and implementing an internal messaging platform.
Improved overall workflow efficiency by identifying skill gaps and providing targeted training solutions to bridge those gaps.
Increased employee retention rates through engaging professional development opportunities, fostering a supportive learning environment.
Provided ongoing feedback and coaching to ensure staff members were successfully applying new skills in their roles.
Created a positive learning environment by fostering open dialogue, sharing best practices, and encouraging constructive peer-to-peer feedback.
Provided coaching and mentoring to employees.
Developed and executed performance management programs to increase employee engagement and productivity.
Extensive experience in employee recruitment process including onboarding and supporting the trainer.