Amanda Minette Watson

Experience

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  Global China

  Jan 2002 - Jan 2004

  English Teacher

  • Teach and supervise classes of up to 70 primary school children with very limited English.• Develop; plan and time manage all lessons.• Be an ambassador for my school within the local Chinese community.

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  Pig N Whistle Group

  Jan 2005 - Jan 2007

  Restaurant Manager

  • Day to day operations of a 160 seat Queen St Mall restaurant with an annual turnover of over $2 million.• Recruitment, training and development of all FOH customer service wait staff and supervisors plus all rosters planning to deliver to budget targets on a daily, weekly and monthly basis.• Reporting to Area Manager and working with him to develop a highly, cohesive team that is focussed on delivering and maintaining superior levels of customer service in the very competitive CBD market.• Accountability for profit and loss of FOH, including all food and beverage revenue, directs labour costs and managing overheads. Liaising with Company Accountant to deliver a positive financial performance.• Ensuring that liaising with all stakeholders including Brisbane City Council to be compliant with all regulations and policies.• Nominated Licensee for Milanos. Show less

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  Telstra

  Mar 2007 - Sept 2012

  Team Leader

  • Coach team members and also acting team leaders to improve performance and meet set KPI’s whilst delivering exceptional customer service which ensures customer advocacy. Utilise coaching and performance tool GEM.• Manage performance variation by providing consistent and sustainable performance reviews. Ensure compliance with weekly coaching sessions, monthly performance reviews for consultants and also delivering these results to the leadership group.• Ensure that team members are adhering to all standard company policies including HS&E, EEO, security and leave planning.• Manage change in processes, service accountabilities and new initiatives through my team and the Brisbane Call Centre.• Build and maintain working relationships with our offshore industry partners in Manilla, through feedback, coaching and train the trainer forums. Show less

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  Raytheon Telstra Contract

  Dec 2012 - Mar 2016

  Contract Facilitator

  • Facilitate and deliver Telstra Consumer, Business and Enterprise and Government Service Centre Induction Programs to both on and offshore stakeholders across multiple channels. • Facilitate and deliver specialised projects across Telstra Consumer, Business and Enterprise and Government to both on and offshore stakeholders.• Deliver scenario-based training to customer service consultants, developing their skills and competencies in systems knowledge, communication skills and customer advocacy.• Continuously improve and update all the induction training materials, including the incorporation of all current Telstra values and strategic directions.• Technical training includes: Copper Network, Optic Fibre Network, Telstra Business Broadband, Telstra Mobiles, Telstra Billing, Provisioning and Remediation.• Promote diversity and equal opportunity and build the foundations of team work and collaboration that are an important structural component of Telstra’s culture.• Embody customer service excellence and drive Telstra’s corporate philosophy through understanding of Net Promoter Scores, First Call Resolution, Call quality and Customer Satisfaction. • Training directed at tailored, individual customer solutions whilst maintaining a customer centric mindset. Explaining that the way we work in Telstra is just as important as the work itself.• To always embody Telstra Purpose and Values to ensure that every new consultant understands the Telstra brand and the dedication to customer advocacy and strong work ethic. Show less

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  Vita Group Limited

  Mar 2016 - Nov 2021

  • Led the design, delivery and implementation of strategic health, safety, wellbeing and environment (HSWE) customer aggression program of work, including developing the change and communications approach.• Accountability for the design and delivery of Kronos implementation learning program of work and design of BAU learning for retail stores and clinics including the development of the change and communication strategies.• Practical application of adult learning methodologies to deliver tailored, scenario based, multi-modal learning.• Collaboration with key stakeholders ensured that key messaging was delivered, backed and reinforced which was evident in the ease of transition, adoption rates and the observed behavioural changes across the business.• Led the design and implementation of the company’s competency framework and role success profiles. Defined the nine core competencies and composed the behavioural indicators, to be used across the employee lifecycle from attraction to onboarding, professional development and succession planning.• Vita Foundation committee member from 2019 - 2021. Led, designed and delivered monthly payroll giving campaigns, maintaining organisational participation rates above 10%. Show less • Accountability for the design, delivery, program management, administration and delivery of critical learning programs which support team members to successfully execute upon strategic initiatives, across all channels at Vita Group.• Sole accountability for developing role-based retail small business blended learning programs of work and ensuring the alignment of this to strategic priorities and adaption to a modular, tiered product approach. Recipient of LearnX Gold Award 2019 for blended learning programs.• Accountability for the design, delivery, program management, administration, change management and communication approach for critical learning programs which support team members to successfully execute upon strategic initiatives.• Supported NBN sales program through training needs analysis and the development of competency-based learning. Liaised and engaged with all project stakeholders to strategise, monitor adoption, embedding and provide feedback to drive continuous improvements. Show less • Develop, design, deliver and continuous improvement of SMB Contact Centre learning pathways to drive customer advocacy, maximise sales opportunities and ensure compliance with Telstra KCCs.• Design, deliver and embed Vita Group’s SMB Academy learning programs by using a mix of methodologies including face to face, observation, feedback, one on one coaching, focus groups, VILTs and assessment methods.• Analyse current operational practises and business performance and devise strategies to drive improvements through key stakeholder engagement and ensure that these are instigated and successful.• Be a proactive participant in the development, design and future implementation of SMB journals, including SMB insights, Leading Insights check-ups, skills assessments and reviews.• Build functional and effective relationships with key stakeholders across the SMB channel to ensure successful implementation and operational improvements of key people systems.• Consistently deliver a high standard of communication and customer advocacy to customers and colleagues and ensure that this is driven, assessed, recorded and improved consistently.• Establish and maintain strong collaborative relationships with key external stakeholders and vendors, particularly Telstra.• Being agile and adaptable to shifting business priorities. Show less

  • OE Program Manager at Vita Group Ltd

    Nov 2020 - Nov 2021

  • Capability Program Specialist

    Oct 2018 - Nov 2020

  • Business ICT Capability Specialist

    Mar 2016 - Oct 2018
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  Telstra

  Nov 2021 - now

  Career Start Edge Program• Work with technical function sponsors and cross business unit stakeholders to diagnose, design and deliver a new career start program for undergraduate talent to build Telstra’s talent pipeline and reputation as a technology talent magnet.Women in Tech Programs• Lead and improve Telstra’s Women in Tech programs, the Iconic Experience and the Alliance, by using a data-driven approach based on employee experiences to increase engagement, participation, and exponential impact.• Engage and partner with technical function stakeholders to enhance cross collaboration and allyship to build a diverse, supportive and inclusive community that breaks down traditional barriers and nurtures talent. Show less • Led design and implementation of change champion network for transition focused on consultation and engagement to foster positive employee experiences through a data driven approach.• Worked with stakeholders on Telstra transition and integration change management activities, including engagement pulse check and culture assessment, benefits and value mapping and have delivered all work on time with positive feedback.• Led EA implementation planning activities to ensure effective change management through the development of a communication strategy that raises awareness, transfers knowledge and ensures business continuity.• Collaborated with stakeholders to diagnose problems, ensure alignment and overall compliance with regulatory requirements for EA implementation.• Applied adult learning principles to scope, design and deliver the EA implementation learning program and to assess the embedding of this change. Show less

  • Employee Experience Senior Specialist

    Aug 2022 - now

  • OE Program Manager

    Nov 2021 - Aug 2022