Georgina Woods

Experience

• 

  NSW Department of Education

  Jun 2010 - Dec 2013

  Secondary Teacher & Tutor | English & Modern History
• 

  NRMA Insurance

  Dec 2013 - Sept 2014

  Executive Consultant
• 

  Toyota Finance Australia

  Sept 2014 - now

  The purpose of this role is to manage and embed Toyota Business Practices (TBP) at all levels via training, coaching, project facilitation, and business process analysis. This role is responsible for identifying improvement opportunities across all business streams and conducting the necessary activities to foster the growth of a Kaizen and Quality Culture in line with the global Toyota Way Of Working (TWoW). My role was to design, develop and implement the learning materials required for the establishment of a brand new operations centre in Melbourne. I was engaged as a Business SME due to my working knowledge and management experience across multiple customer operations departments, my extensive learning and development capability, and to help identify efficiencies and improvements to help create a best-practice culture. My role was to manage the Shared Services teams with the National Contact Centre for Toyota Finance. These operations included Quality Assurance, Training, Customer Operations, and Continuous Improvement Projects. My role was to manage the operations and performance of Toyota Finance's multi-channel National Contact Centre, and the teams within it: Customer Solutions, Workforce Management, Refinance, Hardship & Customer Retention. My role was to coach, mentor and develop Customer Service Representatives (CSR) to ensure maximum productivity, customer experience, and speed to competency post-Induction training. My role was to develop, review and facilitate all face-to-face training for the Toyota Finance National Contact Centre. I was responsible for the management and delivery of our Induction training programme, as well as Insurance & Refinance training for experienced representatives.

  • Senior Strategy & Project Consultant

    Jan 2024 - now

  • Talent Development Specialist

    Sept 2023 - Jan 2024

  • Quality Process Improvement Strategist

    Mar 2018 - Sept 2023

  • Business SME | Learning & Development [Secondment]

    May 2019 - Aug 2019

  • Shared Services Manager

    Apr 2017 - Mar 2018

  • Contact Center Manager [Secondment]

    Oct 2016 - May 2017

  • Performance Lead and Coach

    Jun 2016 - Oct 2016

  • Training Representative

    Sept 2014 - Jun 2016