Hana McLean
Learning & Development
Christchurch,CAN
Summary
Experienced Training Specialist with 9 years of experience in Learning, Development and Training. Passionate about maximizing employee performance, team productivity and quality assurance aligned with the company goals and KPI's through delivering effective training programs. Thorough at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Trainer
Tech Mahindra
Christchurch, CAN
03.2021 - Current
- Scheduled and taught in class and online courses to increase learning opportunities.
- Quickly adapted training plans for client needs, keeping timelines, goals and KPI's in mind helping to lift NPS by 15 points over 1 year.
- Monitored participant workflow and behaviors throughout training process using assessments and NPS. Achieved average NPS over 12 months of +83.
- Eliminated process gaps by implementing new methods of standardized training.
- Assessed student needs to develop effective training plans.
- Tracked attendance and progress against goals for each participant.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Gathered and organized supplementary material to support structured lessons.
Learning & Development
Switched On Group
Christchurch, CAN
03.2020 - 02.2021
- Created, collected and recorded data on student progress to determine next steps for student success.
- Created training programme for Government based work for Switched On Group to deliver high standard products, services and Customer Experience.
- Handling and training sensitive information regarding New Zealand state housing.
- Collaborated with stakeholders, managers and exec team to monitor progress of goals and KPI's and adjust instructional strategies to meet specific needs more efficiently.
- Developed and delivered Internal Knowledgebase system to support training and processes.
- Assisted to create Management coaching handbook to support KPI's set by Executive Team and work with them to support and update on KPI measurements through training.
Executive Assistant
Switched On Group
Christchurch, CAN
11.2019 - 03.2020
- Prepared documents, reports and presentations for executives, updated spreadsheets and crafted presentations to support executives and boost business productivity.
- Developed and updated spreadsheets and databases to track, analyze and report on current site work.
- Managed and reviewed filing and office systems.
- Handled incoming and outgoing mail, email and faxes.
- Worked with senior management to initiate new projects and assist in various processes.
- Proficient in Xero including: manual timesheets converted into hours for multiple subcontractors, reconciliation of accounts, dealing with new and existing customers regarding overdue accounts and general enquiries.
Performance Coach
Vodafone
Christchurch, CAN
01.2013 - 11.2019
- Working with key stakeholders and SME's to develop, deliver and continuously evolve best practice training framework including: designing learner experience, development of learning content, delivery of content and evaluation aligning with KPI's and NPS to deliver Vodafone New Zealand’s leadership development and company goals.
- Deliver global training and coaching through our induction, cross-skill, up-skill, product, systems and soft skill curriculum to increase company NPS to +50.
- Creating and delivering content via Microsoft Office Suites and Articulate.
- Management of schedules and booking for training.
Customer Solutions Specialist
Vodafone NZ
Christchurch, CAN
02.2011 - 10.2013
- Handled Residential customer enquiries in fast-paced call centre setting.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Assessed caller accounts to determine Broadband and Mobile benefits, identify service needs and resolve issues.
Barista
Coffee On Cashel
Christchurch, CAN
03.2010 - 02.2011
- Maintained supply levels in counter and customer areas to meet typical demands.
- Restocked display cases with arrangements.
- Trained new team members.
- Complied with standards for merchandising, stocking and storing product.
- Completed daily cash audits to correctly balance drawers at end of each shift.
- Maintained regular and consistent attendance and punctuality.
Skills
Curriculum Creation
Workshop coordination
Training material development
Training program development
Course planning
Project implementation
References
Available on request
Certification
New Zealand Certificate in Adult Education (Level 3 & 4)
Timeline
Trainer
Tech Mahindra
03.2021 - Current
Learning & Development
Switched On Group
03.2020 - 02.2021
Executive Assistant
Switched On Group
11.2019 - 03.2020
Performance Coach
Vodafone
01.2013 - 11.2019
Customer Solutions Specialist
Vodafone NZ
02.2011 - 10.2013
Barista
Coffee On Cashel
03.2010 - 02.2011