Hi, I’m
Nancy Andrews
Rolleston,Christchurch
Summary
Experienced educator with over 10+ years of experience in Adult Education. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
19
years of professional experience
2
Certification
1
Belong to professional bodies
Work History
OCS (New Zealand) Ltd
National Trainer (L&D)
05.2017 - Current
Job overview
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Designed and implemented training program.
- Evaluated training needs to improve training quality.
- Prepared all and maintained training materials, training schedules and documentation to conduct training for key personnel.
- Executed training programs.
- Designed training documentation to hand out to groups during training.
- Conducted training audits and undertook training gap analysis.
- Identified developmental and training needs of employees and organized suitable training.
- Assessed effectiveness of training to create more effective future training programs.
- Helped Managers to identify training needs and provided ongoing training opportunities.
- Reviewed functional design, processes and training strategy in advance of training delivery.
- Gathered feedback from students on all training programs and identified changes to improve training.
- Developed and maintained training records.
- Created online training module to implement into primary training tools.
Customer Service Manager
Dulux Group
04.2016 - 04.2017
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Investigated and resolved departmental non-conformances.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
Meridian Energy Group
Operations Manager
01.2007 - 01.2017
Job overview
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Reviewed shift reports to understand current numbers and trends.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Investigated and resolved departmental non-conformances.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Teletech New Zealand (for Meridian Energy)
Induction Trainer
01.2005 - 01.2007
Job overview
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviours throughout training process.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Tracked attendance and progress against goals for each participant.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Assessed student needs to develop effective training plans.
- Gathered and organized supplementary material to support structured lessons.
- Eliminated process gaps by implementing new methods of standardized training.
Skills
- Learning and Development (L&D) Strategy
- Trainer Coaching
- Trainer Mentoring
- Trainer Feedback
- National Qualifications Framework
- National Academic Recognition Information
- Engagement Skills Trainer
- R&D Leadership
- P&L Management
- National Human Resources Association
- Domestic travel
Certification
- NZQA 5902 Training - Facilitator Elearning
- NZQA 5901 Training - Elearning Applications
- NZQA 5564 - National Certificate of Adult Education L5
- NZQA 4098 - Workforce Assessor
- NZQA 7091 - Certificate of Adult Education
- NZQA 7115 - Create & Maintain a Positive Environment for Adult Learners
Timeline
National Trainer (L&D)
OCS (New Zealand) Ltd
05.2017 - Current
Dulux Group
Customer Service Manager
04.2016 - 04.2017
Operations Manager
Meridian Energy Group
01.2007 - 01.2017
Induction Trainer
Teletech New Zealand (for Meridian Energy)
01.2005 - 01.2007
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