Cheyenne Tugaga
Beach Haven,AUK
Summary
I am a Learning and Development Professional with a demonstrated history in the New Zealand Insurance industry. I specialise in designing and delivering best practice training programs to build organisational capability.
My strengths lie in combining adult learning principles and the change impact analysis to deliver robust training programs which deliver great business outcomes.
Overview
7
7
years of professional experience
Work History
Training Lead
Tower Insurance
Auckland CBD
02.2023 - Current
- Design, development and implementation of learning road maps for Sales, Service, Retention and claims business units.
- Training lead for business projects, designing and developing all of the e-learning modules and handouts.
- Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Developed and implemented strategies to improve team performance and productivity.
- Established metrics to measure the effectiveness of training programs.
- Regular stakeholder engagement to ensure the businesses training needs are met.
- Leading a team of eight training specialists.
Technical Trainer
Tower Insurance
Auckland CBD
06.2018 - 02.2023
- Delivery and facilitation of all technical training programs.
- Development of training plans, e-learning material, job aids, hand outs, audio visual presentations and coordinated material distribution for each course.
- Trained local and remote employees on technical business and human resource topics.
- Evaluated training effectiveness through surveying.
- On-boarding and capability of all new staff members in Sales, Service, and Claims business units.
- Development and delivery of train the trainer programs
- Trainer for new product launch involving the design, training needs analysis and delivery.
Customer Care Consultant
Tower Insurance
Auckland CBD
04.2017 - 06.2018
- Maintaining and managing existing customer accounts.
- Assisted customers with purchasing new insurance policies.
- Resolved customer queries through inbound and online channels.
- Resolved customer queries through online chat.
- Responded to messages and posts received through Tower's social media channels.
- Lead support person for staff during their nesting period.
- Created GRM material for training and co-facilitated these sessions.
Education
NCEA Level 1, 2 and 3 with Merit
Birkenhead College
Auckland12.2014
Skills
- Ability to complete trainings in person and virtually
- Developing course materials
- Creating training need analysis' to identify gaps in learning
- Creating e-learning modules
- Managning LMS
- Adaptability, am able to adapt to new challenges and tasks
- Management, I am able to manage my time and work efficiently My organisational skills enable me to stay on top of my workload and allow me to be adaptable to any changes or additions to my work
Timeline
Training Lead
Tower Insurance
02.2023 - Current
Technical Trainer
Tower Insurance
06.2018 - 02.2023
Customer Care Consultant
Tower Insurance
04.2017 - 06.2018
NCEA Level 1, 2 and 3 with Merit
Birkenhead College
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