Marcus Krivan
Auckland,Mount Eden
Summary
I am a motivated L&D 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 facilitation expertise, leadership skills and people management abilities developed over 5+ year career to a growth-oriented role.
Overview
11
11
years of professional experience
Work History
Learning and Development Specialist
AA Insurance
08.2021 - Current
- Facilitated virtual, in-person and blended learning sessions managing upwards of 25 people in a 6 week onboarding program, providing constructive feedback for adult learners.
- Provided coaching and mentoring to employees through our soft skill training, Elevate, further development programme, focused on self-reflection and development, based in neurological and behavioural science.
- Analyzed and evaluated training effectiveness and program outcomes, this included workshopping with parts of the business to make sure information was relevant and effective within the training program.
- Built and maintained professional relationships with stakeholders, helping build stronger communication channels between us, our stakeholders and the wider business.
Technical Solutions Representative
AA Insurance
10.2020 - 08.2021
- Provided immediate support to frontline staff involving technical support, guidance on company procedures and product underwriting.
- Maintained and updated material on our company knowledge base, reviewing page feedback and updating page based on company procedure changes.
- Reading over documentation (LIM reports, building reports etc) from customers, underwriting them and their policies, assessing risk and insurability.
- Utilized creative problem-solving skills to overcome technical challenges in the within the company and its processes.
Senior Customer Service Representative
AA Insurance
06.2019 - 10.2020
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services exceeding my KPI's.
- Acted as an support network for both my team leader and other team members, facilitating team meetings, providing coaching for new team members and providing feedback in one on ones with the tenured members.
- Sought ways to improve processes and services provided.
Customer Service Representative
AA Insurance
05.2018 - 06.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled complaints quickly and resolved customers issues and followed up on anything when needed.
- Answered constant flow of customer calls with minimal wait times, with a heavy focus on data accuracy and legislation.
- Showed competency using multiple systems, becoming a SME for policy, product and company updates
Duty Manager
Mojo Coffee
06.2017 - 04.2018
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Became a trusted keyholder and was tasked with opening and closing the store, completing the banking at the end of shifts and organising timesheets for staff.
Manager
Hotel Bristol (Bar)
03.2013 - 06.2017
- Closed out cash register and prepared cashier report at close of business.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Managed the gaming lounge cashing out patrons and risk management of patrons.
Education
Bachelor of Arts - Media Studies, Film And Theatre
Victoria University of Wellington
Wellington, NZ2018
Skills
- Team Building
- Critical Thinking
- Blended Learning
- Soft Skills Training
- Facilitation Techniques
- Onboarding Programs
- Leadership Development
- Conflict Resolution
- Virtual Learning Management
- Public Speaking
- Customer Resolution
- Data Entry
Accomplishments
- Achieved 98% Culture Amp Score throughout my L&D Specialist career, collected from over 250 inductees personal feedback.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Work shopped with multiple stakeholders within the company to help build stronger relationships between my department and theirs.
- Maintain exceeding in my balance score card and keep up demand with new KPI’s while taking on the new responsibilities as a Senior Customer Service Representative.
- Used data collected from Technical Solutions referrals to focus on continuous improvement of our material in the L&D space
Timeline
Learning and Development Specialist
AA Insurance
08.2021 - Current
Technical Solutions Representative
AA Insurance
10.2020 - 08.2021
Senior Customer Service Representative
AA Insurance
06.2019 - 10.2020
Customer Service Representative
AA Insurance
05.2018 - 06.2019
Duty Manager
Mojo Coffee
06.2017 - 04.2018
Manager
Hotel Bristol (Bar)
03.2013 - 06.2017
Bachelor of Arts - Media Studies, Film And Theatre
Victoria University of Wellington
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