AITD - Over 40 years experience in supporting the learning and development community

Richard Grogan

Seeking opportunities

Contact details

Richard Grogan

Seeking opportunities

0423298830

0423298830

Profile details

Professional Experience Sensis 2011 – 2014 Customer Care Changes Consultant Key Responsibilities: • Assisted with New Starter training of Customer Care Changes Team • Provided peer and professional support to colleagues and stakeholders • Demonstrated decision making and problem solving skills, using initiative and judgement to escalate issues to Team Leader • Conducted quality control including proof reading and providing feedback regarding changes completed by colleagues • Worked effectively in the team and autonomously for priority tasks • Managed stakeholder enquiries and provided solutions within agreed timeframes • Ensured compliance with business and legislative OH&S requirements Sensis 2009 - 2010 Co-facilitator of iGen Care Generic Course Key Responsibilities: • Completed Train the Trainer • Co-facilitated iGen Customer Care Training • Provided peer support to stakeholders after iGen Go Live • Participated in post implementation forums to identify issues and to provide solutions after iGen Go Live Sensis 2006 - 2011 Customer Care Consultant Key Responsibilities: • Collaborated, developed and deployed training material for Amdocs Self Service System (AMSS) • Provided coaching to new starters • Developed Workplace Health and Safety (WHS) induction program • WHS representative for Customer Care Department • Conducted “floor walking” and peer support duties • Used initiative to identify process gaps and provide solutions including resolution of customer issues • Ensured compliance with product rules and respective regulations • Negotiated claim resolutions with customers and stakeholders Key Achievements • Assisted with New Starter training of Customer Care Changes team which involved applying the principles of adult learning and induction of new staff • Co-facilitated training for iGen Care Generic Course which included participation in re-writing and delivering the iGen Care Generic Course material • Collaborated, developed and deployed training material for Amdocs Self Service System (AMSS.) This involved all elements of training preparation including liaison and consultation with stakeholders, writing and preparing presentation material and delivery across the Customer Care business unit • Developed Workplace Health and Safety (WHS) induction program for Sensis • Nominated and appointed as WHS representative for Customer Care Department • Appointment as Deputy Chief Fire Warden

Victoria

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Customer Service, Workplace Health and Safety

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