Vanessa Manuel
Summary
Motivated Learning and Development Specialist excited to develop successful training plans that meet dynamic company and employee needs. Accustomed to collaborating with managers to hone in on unique requirements. Prepared to bring creativity, strategic thinking, people and culture knowledge, on-the-job training and passion to grow the organisation and flourish in my profession.
Overview
13
13
years of professional experience
Work History
Learning and Organisational Development Specialist
Only About Children
02.2024 - Current
- Developed and implemented engaging onboarding and orientation processes, improving employee retention.
- Coordinated and facilitated weekly inductions across multiple states (NSW, VIC, QLD).
- Sourced industry-specific training through strong external partnerships.
- Managed LMS clean-up, ensuring accurate reporting, content accessibility, and effective eLearning design.
- Monitored and tracked eLearning course completion and impact on business performance.
- Designed and delivered interactive learning workshops for leaders and employees.
- Contributed to workplace digitisation, implementing HRIS and automating manual processes.
- Conducted needs assessments, tailored learning solutions, and provided coaching/mentoring to employees.
Weekend Customer Service Representative
Soul Origin
02.2024 - 10.2024
- Managed high-stress situations like missing catering orders effectively, and maintained professionalism and empathy under pressure while resolving disputes or conflicts.
- Resolved customer complaints with kindness and positivity, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating the company website and placing online orders, improving overall user experience.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
HR Advisor
Employment Innovations
11.2022 - 02.2024
- Ensured compliance with labour laws and regulations through regular policy updates and timely responses to employee inquiries.
- Oversaw internal investigations of alleged misconduct or policy violations resulting in fair resolutions that protected both the company's interests and those of its employees.
- Provided guidance to managers on employee development, performance management, and corrective action processes, ensuring consistency across the organisation.
- Handled a customer base of 500 clients.
- Created and delivered HR training sessions to staff, managers, executives and stakeholders.
- Created content for stakeholder knowledge, blogs, and templates and facilitated webinars
- Collaborated with managers to identify and address employee relations issues.
- Improved office efficiency by inventing a work roster to fairly balance and monitor employee workloads.
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- Improved culture through organising team building activities virtually for employees to participate in and connect online
Sales Representative
Employment Innovations
01.2021 - 11.2022
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Utilised CRM software to manage client information, track leads, and monitor sales progress.
- Utilised social media platforms to engage with potential customers and build brand awareness.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Tapped into. a new lead generation market. Selling services to job advertisements
Inbound Sales Representative/General HR Advisor
Employsure
01.2018 - 12.2020
- Fostered positive and trusting customer relationships, providing generalist advice on employment relations law, processes and issues
- Strategically guided customers on best practice processes to follow for their best interest, and the interest of the employee to increase sale conversion rates.
- Strong listening skills to identify customer needs and recommend appropriate productions and solutions
- Consultative sales
- Exceeded productivity targets and sales goals each quarter consistently. Generated the highest revenue and deal numbers in the team.
Outbound Sales Representative
Employsure
01.2017 - 01.2018
- Increased sales revenue through strategic cold calling and lead generation activities.
- Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
- Utilized CRM systems for tracking leads, managing customer information, and prioritising daily tasks efficiently.
- Made over 100 cold calls per day resulting in hitting outbound quarterly target
- Educated potential clients on product offerings, demonstrating value proposition and driving interest in company services.
- Promoted in 12 months
Compliance Officer
Careers Australia
08.2016 - 12.2016
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Stand-alone compliance officer in NSW, working autonomously, reporting into QLD based manager.
- Spearheaded investigations into potential violations, promptly addressing issues to maintain company reputation and avoid sanctions.
- Provided expert guidance on complex regulatory matters, enabling informed decision-making within the organisation.
- Developed comprehensive training programs to increase employee awareness of compliance requirements and expectations.
- Ensured timely identification of potential issues by establishing robust monitoring systems and controls for 150+ employees
Outbound Sales Consultant
Careers Australia
04.2016 - 08.2016
- Increased lead generation by proactively reaching out to potential clients via phone and email.
- Boosted sales revenue by effectively communicating product benefits and features to prospective customers.
- Nurtured long-term client relationships by maintaining regular communication and offering personalised assistance when needed.
- Utilised persuasive communication skills to overcome objections from prospective clients during the sales process.
- Approached sale conversation as a Career Coach, speaking with customer to understand career goals to recommend relevant career goals
- 2nd Highest revenue earner
Inbound Customer Service Representative
National Australian Bank
10.2015 - 02.2016
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilising available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company's CRM system, ensuring accuracy and confidentiality.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
Data Entry and Reconciliation Officer
TNT Express
07.2012 - 09.2015
- Maintained database systems to track and analyze operational data.
- Gathered, organised and input information into digital database.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Managing high volumes of administrative work daily to ensure the delivery of customer goods were fulfilled on time.
- Responding to customer queries efficiently, professionally and empathetically to resolve issues
Education
Bachelor of Business - Human Resources And Legal Studies
Charles Sturt University
Skills
- Training and Development
- E-Learning Design
- Orientation and onboarding
- Facilitation Techniques - Blended Learning
- Coaching and development
- AI Skills
- Employment Law Advice
- Clear communication
- Learning management systems
- Human Resources Advice
- Customer Service
- High Performance Sales
Timeline
Learning and Organisational Development Specialist
Only About Children
02.2024 - Current
Weekend Customer Service Representative
Soul Origin
02.2024 - 10.2024
HR Advisor
Employment Innovations
11.2022 - 02.2024
Sales Representative
Employment Innovations
01.2021 - 11.2022
Inbound Sales Representative/General HR Advisor
Employsure
01.2018 - 12.2020
Outbound Sales Representative
Employsure
01.2017 - 01.2018
Compliance Officer
Careers Australia
08.2016 - 12.2016
Outbound Sales Consultant
Careers Australia
04.2016 - 08.2016
Inbound Customer Service Representative
National Australian Bank
10.2015 - 02.2016
Data Entry and Reconciliation Officer
TNT Express
07.2012 - 09.2015
Bachelor of Business - Human Resources And Legal Studies
Charles Sturt University
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