Rosie Dodd

Experience

• 

  National Autonomous University of Mexico

  Jun 2013 - Jan 2014

  English Teacher and Instructional Designer

  • Developed courses end-to-end, including designing a curriculum, creating and resourcing materials, and delivering lessons• Taught basic-advanced level students in the 'Verano Puma'​ and 'Invierno Puma' Intensive English Programme, as well as individual medical english tutoring• Co-ordinated student excursions around Chicago

• 

  CCEL College of English

  Apr 2014 - May 2017

  English Language Instructor

  • Designed, developed, and delivered English language and cultural lessons for A2-C1 level adult students• Taught Cambridge Advanced English exam course, Winner of 2016 Cambridge English Language Assessment Award for Exam Preparation Centres• Implemented technology into lessons• Created and led Independent Learning, Task-Based Learning, and Self-Directed Learning programmes • Conducted class and individual needs analysis• Evaluated progress and goals at individual monthly catch-up meetings with students• Completed general administration tasks Show less

• 

  Pulse Energy Alliance LP

  May 2017 - May 2022

  • Leading identification, strategy, management, and delivery of customer experience projects and improvement initiatives, including: - Strategy, design, and deployment of new contact centre software and IVR - Support in development and launch of broadband and prepay products - Merged 1,600 customers to Pulse brand with 98% retention - FCR, Hold Time, and Call Quality analysis and improvement projects, ~75% decrease in escalations in 3 months - Ensuring business process alignment with new industry regulations• Main CX point of contact for internal departments and external providers and stakeholders• Management of Training & Quality team, Support to CX Team• Winner of the Canstar Blue’s Most Satisfied Customers Award for Bundled Utilities 2020• In-house Yoga Instructor! Show less • Design and deliver company-wide training and development programmes• Oversee and develop business process and project documentation• Worked with management and SMEs to design and execute customer-centric training strategy utilising face to face training, on-the-spot job aids, centralised online knowledge hub, Virtual Help Desk, weekly newsletters, pop quizzes, and assessments• Developed Performance Management and Quality Assurance programmes• Collaborated with external partners, industry organisations, and external training providers• Established virtual induction and training programmes• Managed Training and Quality Team, including training specialist, business analyst, and project coordinator Show less

  • Head Of Customer Experience

    Sept 2021 - May 2022

  • Customer Experience Project Manager

    Apr 2019 - Sept 2021

  • Training And Quality Manager

    Dec 2017 - Feb 2020

  • Training and Quality Coordinator

    May 2017 - Dec 2017
• 

  Department of Conservation (DOC)

  Mar 2023 - now

  The Future Visitor Network Programme will redefine DOC’s Visitor Network to better meet visitor needs and be financially sustainable.• Newly created role to move Programme to into delivery • Formation and delivery of programme, including scoping and tracking deliverables, building resource, stakeholder engagement and comms, governance, budgeting, business planning, etc. • Reporting and engagement with Cabinet, Ministers, and external stakeholders• Management of 4+ workstreams and Programme Coordinator Show less

  • Program Manager, Future Visitor Network

    Nov 2023 - now

  • Program Support Manager, Jobs for Nature

    May 2022 - Nov 2023

  • Jobs for Nature Manager (Secondment)

    Mar 2023 - Apr 2023