Jane Wilson

Mobile: 0423 712 234Email: jane0804@gmail.comLinkedIn Profile: https://au.linkedin.com/pub/jane-wilson/72/79/2b2

Capability Statement

Professional, innovative learning professional with strengths in training, coaching, and career development. Effective ability to present complex technical topics with clarity, creativity, and enthusiasm. High-energy trainer and innovative facilitator, experienced in guiding learners through engaging, breakthrough learning opportunities.

Track record in implementing training strategies that motivate teams individually and financially to exceed the corporate objectives.

Expertise

Program Planning & Development Sales Training & Development Financial Services & Insurance Team Leader / Supervisor Development Call Centres

Technical Product & Systems Training Project Management Vendor Management Change Management

Achievements

Develop and delivered sales training programs to the Call Centre workforce which assisted with the delivery of year-on-year increased to revenue, from $11m in 2011 to $22m in 2013 – Aegon

Contributed to the increased customer retention by 12% annually through design and implementation of cross-sell/up-sell training programs including personal coaching - Aegon

Assisted with the L&D submission for the NSW ATA Awards which resulted in winning ‘Contact Centre of the Year Finalist 2013 & 2014’ – Aegon

Awarded ‘Store of the Year’ for exceeding sales and operational excellence and budget control by 10%- Lincraft

Career Outline

Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)Learning & Development CoordinatorQuality Assurance ConsultantOutbound Sales Consultant

September 2010 – PresentApril 2009 – August 2010

October 2008 – April 2009

Lincraft (Retail Clothing/Craft/Haberdashery )Multi-site Store Manager July 1998 – July 2008

Confidential Resume Page 1 of 3 Jane Wilson | Mobile 0423 712 234

Work History

Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)Learning & Development Coordinator September 2010 – Present

Duties:

Designed and delivered technical product and system training for a 400 seat call centre with a focus on direct life insurance products, underwriting and compliance. (Life Risk) for some of the large financial institutions (Clearview, CBA, NAB, BankWest, & St George/BSA)

Designed and delivered customer services, sales and retention training to achieve better sales and retention rates for the business

Assisted with the coordination of the graduate recruitment program, delivered graduate orientation and managed the graduate assessment centres

Negotiated and managed contracts with external providers including matrix government funded certifications for the Call Centre

Identified training needs and developed or sourced appropriate training solutions Actively formed and maintained productive working relationships with key stake holders including

senior management Designed and delivered professional development courses for operational trainers (Train the

Trainer) Proactively conducted employee focus groups and workshops to achieve company objectives and

improve effectiveness and efficiency across the sales force Adhered to project plans and time frames for all change management milestones Undertook stakeholder analysis and impact assessments Redesigned and delivered the company induction Project managed the design, development and implementation of a training administration systems

Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)Quality Assurance Consultant April 2009 – August 2010

Duties:

Determined the business telemarketing quality standards by studying inbound and outbound calls and customer service presentations

Conducted test calls to telemarketing service representatives on new products to ensure standards are being adhered to

Verified telemarketing results by measuring operator’s skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call

Provided feedback to operators by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions

Evaluated telemarketing approaches by rating effectiveness of telemarketing service operators; providing quality ratings; identifying training needs; assisting with the developing training programs and conducting training

Directed quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes

Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks

Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)

Confidential Resume Page 2 of 3 Jane Wilson | Mobile 0423 712 234

Outbound Sales Consultant October 2008 – April 2009

Duties:

Contacted and interviewed prospective clients to obtain data about their insurance resources and needs

Effectively influenced and sold various insurance products to individuals on behalf of large financial institutions such as NAB, CommInsure & Westpac

Intuitively customised insurance products to suit individual customers, often covering a variety of risks including TPD, Income Protection, and Life Insurance etc.

Ensured policy underwriting requirements are fulfilled prior to sale, including any necessary medical examinations and completion of appropriate forms

Calculated premiums for clients and establish best payment method for their needs Successfully achieved monthly premium sales and quality assurance targets in line with compliance

requirements

Lincraft (Retail Clothing/Craft/Haberdashery )Multi-site Store Manager July 1998 – July 2008

Duties:

Managed a work force of 60-80 across 2 sites in NSW Managed store operations by ensuring exceptional performance and excellent customer services Assisted customers in all aspects of store services including handling complaints and inquiries Recruited , trained and supervised employees from induction to customer service Ensured banking was manage efficiently and cash and receipts were reconciled Head merchandiser for all window and in store displays of stock, changed on a weekly basis Assisted owner and accountant with weekly pay reporting and banking Managed weekly inventories Coordinated sales promotions and provided sales targets to staff

Qualifications

Certificate IV in Training and Assessment, Insert RTOCertificate IV in Customer Contact, Sales MastersCertified Return to Work (RTW) Coordinator, Insert RTO

Confidential Resume Page 3 of 3 Jane Wilson | Mobile 0423 712 234