Suafole (Sue) Tapusini
Western Sydney
Summary
Experienced software trainer skilled in delivering engaging, audience-specific, and insightful training sessions on customer relationship management (CRMs), customer service skill, technical software. Expertise spans testing, implementation, evaluation, and aligning business procedures for staff members. Passionate about systems training.
Overview
14
14
years of professional experience
Work History
ICT Support Officer
NSW Health
08.2023 - 03.2024
- Revamped Training Suite for Enhanced Interactivity and Engagement
- Deliver virtual training to new and existing users of eApproval
- Acted as subject matter expert for specific Business Areas, easing transition of knowledge.
- Provide end to end support to eApproval end users.
Training Manager
DCJ, Unisys
03.2023 - 06.2023
- Train correctional staff within the NSW correctional facilities on how to use and troubleshoot the replacement biometric systems
- Create/update the training materials due to the system changes after testing was completed and as the system upgrades were being made
- Work collaboratively with DCJ training manager to align site specific processes with the training materials.
Systems Trainer
Uniting NSW/ACT
04.2022 - 12.2022
- Successfully launched a new NSW Health roster system to Uniting NSW/ACT Aged Care admin staff
- Guide and engage staff with subject matter expertise to ensure they are equipped with technical skills, knowledge, and readiness to transition to a new system and adapt to new best practices
- Collaborated with roster coaches, service managers, and IT specialists to train, transition to business-as-usual (BAU), and go-live with the new rostering system, Optima to 69 age care facilities across NSW & ACT
- Provided ongoing remote support to over 100 staff members via Teams meetings, ensuring effective and proficient use of Optima.
Systems Trainer
Relationships Australia NSW
11.2017 - 12.2021
- Recognition from the CEO for the positive feedback she received from staff about how I contributed to the vast improvement in staff morale
- Positive feedback from the whole organisation
- Focused on bridging the learning gap and enhancing staff skills of a customised case management system called Penelope in a work environment with four distinct generational technical knowledge
- Created training materials that the staff still use for their induction, assessment and ongoing support
- Consolidated and built an online library on SharePoint for the organisation to host all training materials not just CRM-specific but operational as well as some clinical standards
- Collaborated with colleagues to achieve continuous improvement via an ongoing two-way communication strategy which I implemented via town halls and lunch'n'learn sessions
- This fostered far better communication between government service requirements, staff challenges and management expectations
- Coach staff on Penelope's technical process on how the end user can effectively and confidently maximise performance on the system which contributed to high staff morale in the workplace.
Quality, Learning & Development Partner
Australasia
07.2017 - 11.2017
- Provide training solutions both induction and career development and quality related - for the Concierge Service Delivery Team of Australia
- This is an enhanced 'white glove' customer service team
- To ensure staff were trained and capable of delivering high-quality client-focused service
- Which allowed us to maintain a multi-million-dollar contract
- Partner with the Sales, Partnership and Marketing teams to design specific training to assist with sales presentations which helped increased sales by 3%
- Make recommendations for improvement of service delivery to the organisation by completing monthly individual call coaching and quality case audits for each concierge staff member
- Deliver induction, case management, and customer business-specific specific training to the end users of Aspire Lifestyles, Australia
- Which resulted in an increase in positive feedback from major banking clients
- Effectively evaluated the competency of new and existing staff in successfully completing training objectives and assessed based on performance which allowed for team morale to increase by 30% with new staff coming on board
- Design, develop and implement soft skills curriculum to meet client focus and prevent customer service issues.
Group Trainer
Aspire Lifestyles Service Delivery
08.2015 - 07.2017
- Create global innovative and company-specific training methodologies, standards, and curriculum to enhance the quality of the 'white glove' service offered to Aspire Lifestyles (an International SOS company) clients and their customers
- Successfully launched company specific CRM platform (ePC via Citrix) to international centres in Mumbai, Manila, Jakarta, Dubai and Ho Chi Minh, Kuala Lumper, Taipei & Mexico
- Delivered induction training for end users to international teams in Taipei (existing team) and Mexico (newly established centre)
- Delivered train the trainer program to Shanghai and Singapore trainers (in-house) as well as the USA team (remotely)
- Collaborated with local teams, and subject matter experts to develop comprehensive training that supported the local countries' legal and ethical requirements.
Learning & Development Partner
Concierge & Auto
09.2012 - 08.2015
- Deliver training sessions (induction and career development and quality service delivery) for all Concierge and Auto team members
- Design and develop training materials such as quick reference guides, pictorials, and sample 'best practices' call recordings
- Collaborate with team leaders and centre managers to provide support for staff members who were under performance management plans.
Concierge Consultant
02.2010 - 09.2012
- Providing a high level of concierge services to high-net-worth customers (Platinum or higher cardholders) of our banking clients
- Demonstrated a 'can-do' attitude by always filling customer requests; thinking outside the box, proactively provided exceptional service to customers
- Manage dissatisfied customers, respond, and offer solutions to complaints in a timely manner.
Education
Graduate Certificate in Education -
University of Technology Sydney
Certificate III Information Technology -
Upskilled.EDU
TAE40110 Certificate IV in Training and Assessment -
MCI Institute
Diploma of Marketing -
TAFE NSW
Skills
- Training Program Design
- Coaching and Mentoring
- Training delivery
- Online training experience
- Software Knowledge
- Business Needs Analysis
Timeline
ICT Support Officer
NSW Health
08.2023 - 03.2024
Training Manager
DCJ, Unisys
03.2023 - 06.2023
Systems Trainer
Uniting NSW/ACT
04.2022 - 12.2022
Systems Trainer
Relationships Australia NSW
11.2017 - 12.2021
Quality, Learning & Development Partner
Australasia
07.2017 - 11.2017
Group Trainer
Aspire Lifestyles Service Delivery
08.2015 - 07.2017
Learning & Development Partner
Concierge & Auto
09.2012 - 08.2015
Concierge Consultant
02.2010 - 09.2012
Graduate Certificate in Education -
University of Technology Sydney
Certificate III Information Technology -
Upskilled.EDU
TAE40110 Certificate IV in Training and Assessment -
MCI Institute
Diploma of Marketing -
TAFE NSW
Similar Profiles
KARINA JARRETTKARINA JARRETT
Assistant in Midwifery at NSW HealthAssistant in Midwifery at NSW Health
Cassandra HamiltonCassandra Hamilton
Assistant in Nursing at NSW HealthAssistant in Nursing at NSW Health
Abbey VennellAbbey Vennell
Endorsed Enrolled Nurse at NSW HealthEndorsed Enrolled Nurse at NSW Health
Amaal AdamAmaal Adam
Registered Nurse at NSW HealthRegistered Nurse at NSW Health
Jasmine HarrisJasmine Harris
Assistant Store Manager at Jay JaysAssistant Store Manager at Jay Jays