Fiona Maybery

Experience

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  Publicis Loyalty

  Jul 2004 - Dec 2009

  Publicis Loyalty provides quality customer service and call centre support for some of Australia's largest companies' customer relationship programs, the Qantas Club and Frequent Flyer Program☆ Lead and developed a multi-skilled with Bronze Department☆ Accountability for delivery of qualitative and quantitative customer service standards☆ Co-managed, the Bronze Department Quality Assurance team for written correspondence including ongoing quality assurance development training and calibration sessions.☆ Coached both individual and team behaviour and performance☆ Developed Product Specialist secondment program and roster.☆ Developed and implemented the Product Specialist Assist Line to support frontline staff with general queries and escalations.☆ Facilitated working group to introduce internal online request forms. Show less I was responsible for both inbound customer inquiries and written correspondence, within the Premier Department, relating to administration and program information for the Qantas Frequent Flyer status members (Silver, Gold, Platinum and Qantas Club). I regularly undertook both back-fill and secondment opportunities as a front-line supervisor and team leader. I also was actively involved in program induction training for new recruits.☆ Inbound member inquiries relating to administration and program information☆ Written correspondence relating to customer account administration and program information☆ Product Specialist back-fill and secondments.☆ Team Leader back-fill and secondments.☆ Induction Program (new recruits) coach and trainer.☆ Qantas Loyalty – Status Member Promotions. o 2006 Commonwealth Games o Wallaby Captains Run o Pre-launch viewings of Pricilla Queen of the Desert Show less

  • Team Leader | The Qantas Club & Frequent Flyer Program | Bronze Department

    Jan 2007 - Dec 2009

  • Senior Customer Care Consultant | The Qantas Club & Frequent Flyer Program | Premier Department

    Jul 2004 - Jan 2007
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  Lloyd's Register

  Jan 2010 - Jan 2015

  Lloyd’s Register Quality Assurance (LRQA) is the world’s leading provider of independent assessment services including certification, validation, verification and training across a broad spectrum of standards and schemes, with recognition from over 50 accreditation bodies. ☆ Maintained and developed strategic account management plans for key and major LRQA accounts with an annual revenue of $2 million. ☆ Industries included Engineering, Procurement and Construction Management (EPCM), Fast Moving Consumer Goods (FMCG), Utilities, Transportation, Defence and Logistics.☆ Initiated and developed collaborative supplier relationship with prominent food certification body to deliver second party food programs (Woolworths – WQA, Coles etc.) for key food accounts.☆ Facilitated the co-design and development and implementation of second party certification for Mondelez Australia (PAS 96 – Defending Food and Drink).☆ Developed key strategic relationships with client procurement teams.☆ Developed and fostered strategic collaborative relationships within the Lloyd’s Register Group (Marine and Energy Divisions) to support cross stream Key and Major Accounts.☆ Created and implemented local (Australasian) framework agreement to streamline and improve client contract management. Show less ☆ Lead a team of 5 direct reports in the delivery of client account administration and audit assessment planning☆ Expanded role included key account management of LRQA Australasia’s 5 key and major accounts.☆ Created and implemented strategic account management plans of key and major LRQA accounts with an annual revenue of $1.2 million.☆ Industries included Engineering, Procurement and Construction Management (EPCM), Fast Moving Consumer Goods (FMCG), Utilities, Transportation, Defence and Logistics.☆ Was nominated by Regional Management (LRQA Asia) to audit the LRQA Japanese Business Centre, Customer Service operations to determine man-day loss and planning slippage. Report, recommendations and action plans presented to both LRQA Japan management team and Regional Management.☆ Refined client Single point of contact model (SPOC) incorporate industry sectors and develop product/industry knowledge amongst Customer Service Team. ☆ Developed and facilitated regional Customer Service Managers induction training. Show less ☆ Lead a team of 5 direct reports in the delivery of client account administration and audit assessment planning☆ Introduced a single point of contact (SPOC) client management model to improve customer engagement and management.☆ Developed and implemented fortnightly Customer Satisfaction Surveys (post audit) with an average of 85% customer satisfaction rating.☆ Devised and implemented long range planning initiatives to improve planning from 2 months to 6 months in advance.☆ Implemented weekly operational meetings to manage workflow outputs (Office Actions, Contract Renewals, Certificate Issue) and monitor agreed workflow KPI’s.☆ Developed team quality assurance capabilities for certificate issue and contract review.☆ Developed and implemented Customer Service Charter.☆ Member of the Asia Region BOS (Business Operating System) Team – new web based planning system to replace the 8 individual planning systems globally. Show less

  • Key Account Manager | Australasia | Lloyds Register Quality Assurance

    Feb 2014 - Jan 2015

  • Client Services Manager | Australasia | Lloyds Register Quality Assurance

    Jul 2013 - Feb 2014

  • Customer Service Manager | Australasia | Lloyds Register Quality Assurance

    Jan 2010 - Jun 2013
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  Domestic & General

  Jun 2015 - Nov 2015

  Claims and Network Administration Manager

  Domestic & General is a leading specialist provider of warranties in the UK, Europe and Australia. Their primary focus is on providing breakdown protection for consumer electronics and domestic electrical products, with over 16 million customers in 11 different countries.☆ Lead Claims and Network Administration team☆ Accountability for claims processing for Repair Agents, OEM’s (Manufacturers) and Customer Claims, including Repair Agent Service Network Administration.☆ Lead Strategic Review of Claims and Network Administration Team☆ Completed skills audit and implemented cross-functional training☆ Coaching – Behaviour and Performance.☆ Developed business case for workflow automation.☆ Resolved eClaims communication Show less

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  The Why We Do Company

  Dec 2015 - now

  Chief Why Officer
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  Bounce Australia

  Jul 2016 - Jul 2019

  Bounce Life Coach & Trainer

  Bounce Australia proudly serves many different facets of the community. As a contract Bounce Life Coach and Trainer, I am proud to work alongside both Employment Service Providers and our partnering RTO Jesuit Community College, to deliver coaching and training that builds skills, motivation, confidence, wellbeing and transformation to long-term unemployed jobseekers looking to get back into life and into the workforce.My aim (in alignment with the team at Bounce Australia) is to contribute to people’s wellbeing and overall health by facilitating change that has a lasting, positive effect in peoples lives. Show less

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  Jesuit Social Services

  Jul 2016 - Jul 2019

  Trainer

  Delivering the Bounce Program.

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  Performance Education

  May 2018 - Nov 2020

  • Delivery Lead

    Dec 2019 - Nov 2020

  • Acting Program Delivery Manager (Victoria)

    Aug 2019 - Nov 2019

  • Professional Year Trainer

    May 2018 - Jul 2019
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  The William Light Institute

  Jan 2021 - Jan 2023

  Professional Year Trainer and Assessor
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  Right Management

  Feb 2021 - Nov 2021

  Career Transition Specialist
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  KnowledgeSpace

  Jan 2022 - Feb 2023

  Training Consultant
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  Madi talent studio

  Jan 2022 - Dec 2022

  Associate
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  JobCo. Employment, Training and NDIS

  Mar 2022 - Jul 2024

  • Education Manager - Mental Health Programs

    Mar 2023 - Jul 2024

  • Trainer and Assessor

    Mar 2022 - Jul 2024
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  Hudson

  May 2022 - now

  Career Coach
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  Paramount Recruitment & Training

  Jul 2024 - now

  Trainer

  Delivering Employability Skills Training