Zara Bird

• Ensure training methods and delivery are aligned with partner needs and IAG Partner Value Proposition (PVP)

• Developed and delivered training methods aligned to partner needs and ensured consistent program embedment across the partner network

• Adopted emerging facilitation techniques to cater to the diverse needs of partner learners

• Utilised feedback to adjust training styles dependent on the learners in each group

• Engaged with stakeholders to understand partner interactions and contributed to the training analysis

• Maintained a risk focus lens across all product and system training

• Onboarding of Compliance, Product and System training

Analysis and action on learning delivery feedback and other reporting
• Salesforce administration – training records etc.
• Learning Management System (Success+) administration

• Providing input to change design process
• Effective communicator and liaison of upcoming changes to the site and business
• Support site leaders with change and facilitate changes through LLA packs dispersed through team times and supporting the site as needed to implement changes
• Providing feedback to teams who are responsible for change and design keeping frontline colleagues at the core of business objectives
• Developed strong communication and organizational skills through working on group projects

• Engaged with customers to understand and resolve issues and answer product questions
• Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
• Prepare and host QPR presentations
• Access to manager overviews for performance and operational efficiencies in Picasso, to help drive team results

• EPD rollout to team
• Engaged in team readiness activities contributing to their design for future rollouts
• Coached team to develop skills and uplifting areas of opportunity
• Guided employees in handling difficult or complex problems or resolving escalated complaints or disputes
• Managed risk events accordingly to SNOW requirement
• Engaged in continuous improvement activities to enhance team performance and productivity
• Monitored, tracked, and evaluated associate performance based upon pre-determined KPIs
• Conferred with other leaders and supervisors to coordinate operations and activities within Brisbane site
• Team building that was full of collaboration and trust to encourage open sharing of ideas and solutions.

• Collaborated with staff to develop, monitor, and resolve skills training, vocational, or behavioural issues
• Gathered accurate data needed to fulfil reporting requirements, including work behaviours and productivity
• Worked with managers to understand and address diverse problems, consistently improving team performance and efficiency
• Employed innovative strategies to overcome unique operational challenges
• Providing nesting/transitioning agents with feedback in real time as well as via coaching sessions
• Call auditing through verint
• Business Partnering in working with a diverse team interstate and in WNS Manila
• Negotiation and complaint management skills
• Running daily training sessions with navigation on systems, products and customer service behaviours.