- Music
- Experimenting with different creative mediums, like candle making to expand skills and techniques
- Drawing and Painting
Sharon Zorn
North Geelong,VIC
Summary
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Overview
20
20
years of professional experience
Work History
Training Facilitation Officer
GMHBA
01.2023 - Current
- Deliver high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Conduct induction training with new employees commencing customer service roles.
- Conduct further up-skilling training to existing employees.
- Update training materials and activities in line with current legislation and policy changes.
- Research and implement up to date training methods.
- Assist colleagues with training and workload when required.
- Uphold the company values, culture, and performance standards.
- Professional development and skills maintenance in the employee roles being upskilled.
- Attend meetings with heads of department to discuss upcoming needs for training and development.
- Assist with knowledge management system information updates.
- Assign assessments and e-learning to employees when required and collate and report results to heads of department.
- Maintain an ongoing skills gap analysis to ensure training solutions are targeted and effective.
- Prepare and ensure training programs are run efficiently by maintaining schedules, room bookings, organising special presenters, calendar invitations, teams groups.
- Mentor junior staff members, helping them develop their skills and advance in their careers.
- Maintain strict adherence to industry regulations, minimizing risk exposure for the organization.
Customer Service Advisor, Branch
GMHBA
01.2019 - 01.2023
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted new staff with enquiries and training.
- Performed membership changes, premium payments and membership claims.
- Performed Head Cashier duties in absence of a Branch Manager.
- Utilising multiple and complex systems simultaneously.
- Organising end of month data collection for archiving.
- Organising collection of cheques, ordering stationary, water, shred X collection.
- Handled escalations and complaints.
- Wrote and distributed fortnightly wrap up email
Customer Service Advisor, Service Centre
GMHBA
01.2011 - 01.2017
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Assisting new staff with enquiries and training.
- Acting supervisor in absence of management for annual leave.
- Utilising multiple and complex systems simultaneously
- Handling escalations and complaints.
Nanny
Private family
01.2009 - 01.2010
- General care of 2 school aged children and light housekeeping
- Assisted with light housekeeping duties as well as running errands.
- Prepared meals and snacks for children based on dietary guidelines.
- Developed strong communication with parents to provide updates on children''s progress, needs, and achievements.
Customer Service
Village Cinemas
01.2007 - 12.2007
- Customer service and greeting/hosting of customers
- Food and beverage preparation and waitressing
- Complex POS system including EFTPOS
- General cleaning
Customer Service
APCO Service station
01.2006 - 12.2006
- Customer service in person as well as telephone orders
- POS and operation of complex computer/console
- EFTPOS payments, accounts, and manual card payments
- General cleaning
- Change of shift, including balance of till and all transactions
Nanny
Private Family
01.2005 - 12.2005
- General care of 2 children under 5 years old and light housekeeping duties
- Assisted with light housekeeping duties as well as running errands.
- Prepared meals and snacks for children based on dietary guidelines.
- Developed strong communication with parents to provide updates on children''s progress, needs, and achievements.
Education
Train the Trainer course -
AIM (Australian Institute of Management)
Melbourne, VIC05.2023
Bachelor of Nursing -
Ballarat University
Ballarat, VIC01.2004
Victorian Certificate of Education -
Covenant College
Geelong, VIC01.2000
Skills
- Communication and report writing
- Innovation, creativity and conflict resolution
- Organisational and time management Skills
- Teamwork
- Critical Abilities
- Analytical Abilities
- Researching Legislation, policy and procedures
- Deadline Management
- Proficiency in Microsoft Suite
Accomplishments
- Achieved uplift of existing training program by completing effective project management of training facilitation program with accuracy and efficiency resulting in the highest employee satisfaction and skills accuracy to date.
References
- Rachael Connelly, 0403 369 864, former GMHBA Branch Manager, Waurn Ponds Branch
- Terrie Welfare, 0402 762 096, Training Facilitation Officer, GMHBA, Geelong
Interests
Timeline
Training Facilitation Officer
GMHBA
01.2023 - Current
Customer Service Advisor, Branch
GMHBA
01.2019 - 01.2023
Customer Service Advisor, Service Centre
GMHBA
01.2011 - 01.2017
Nanny
Private family
01.2009 - 01.2010
Customer Service
Village Cinemas
01.2007 - 12.2007
Customer Service
APCO Service station
01.2006 - 12.2006
Nanny
Private Family
01.2005 - 12.2005
Train the Trainer course -
AIM (Australian Institute of Management)
Bachelor of Nursing -
Ballarat University
Victorian Certificate of Education -
Covenant College
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