Caroline Skinner

Experience

• 

  McDonald's Corporation

  Feb 1998 - Apr 2002

  Assistant Manager

  Having worked at McDonalds from a young age (1993), I continued my career into their management program. As an introdution into people management, this provided me with the foundation to understand how to manage people with short term career goals.

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  The Body Shop

  Apr 2002 - May 2006

  Store Manager

  Responsible for all recruitment and training of employees. Coach and develop individual skills to meet store targets on a daily basis through observation and feedback. Lead by example in face to face selling and contributing to sales targets.Key Responsibilities Include;* Recruitment of all staff form short term Christmas casual staff to full time Assistant Managers* Staff coaching and development at all levels of experience from new to senior staff performed daily* Provide feedback to all staff for continued development* Daily targets set out and on the floor coaching hourly to ensure sales opportunities are optimised* Induction training for all staff which include regular follow ups with feedback to enhance performance over probation period and for long term skills and development* Face to face customer service and selling* Problem solving and decision making skills to ensure business success * Leadership skills* Business management skills including store budgets, costing and business plans* Stock ordering and stocktaking Show less

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  Sensis

  Jan 2006 - Jan 2009

  Customer Care Consultant & Media Solutions Consultant

  * Consistently meet call centre individual sales targets and KPI’s on an hourly basis to meet daily targets* Conduct Business Needs Analysis with customers to determine advertising program to suit business needs and consistent growth* Deomonstrate consistent strength in advanced customer service* Resolve customer enquiries within timeframes including general enquiries, billing, product and sales enquiries* Resolution focused, handling customer complaints using advanced customer service skills and negotiation skills to resolve customer enquiries in a professional manner at all times* Maintaining phone etiquette throughout all customer interactions with the intent of ‘do it once, do it right’ call resolution* Minimize call escalations and prevent dissatisfied customers and promote customer Show less

• 

  Sensis

  Feb 2009 - Nov 2012

  Senior Training Consultant & Training Consultant

  Most recently, a Senior Training Consultant within the Learning and Development team in Melbourne. Proven success to assist and lead peers through training projects and delivery for day to day operations and Train the Trainer (TTT) in new projects.As a Training Consultant, proven training delivery in New Starter Programs and continuous learning to initially develop and further develop a variety of roles within the Care business unit.Key Responsibilities for both roles Include;* Deliver project training (short courses) and up-skill training (personal development courses) including TTT for all Melbourne and Sydney facilitators* Deliver New Starter Programs (3-5 week courses) to a variety of different roles which include product, system, process and soft skills to meet stakeholder requirements. Provide ongoing coaching throughout programs and to management * Ensure 95% of participant’s complete electronic survey, collate results and combine into a report which is emailed to management and stakeholders within 48hours of delivery. Upon completion of program, meet again with stakeholder to review program outcomes, discuss survey results and provide coaching opportunities on an individual basis* Assist and provide feedback to Training Design Team (Instructional designers) for the development of training documentation* Develop training documentation regularly throughout the year including workbook updates, new documentation and project documentation* Strong leadership skills as a team member, 2IC and as acting manager* Act as Delivery Team Manager in absence of manager and fulfil daily responsibilities such as meet KPI’s, reporting, budgeting, travel requests, manage team expectations and provide feedback, manage stakeholder training requirements and lead team in daily operations Show less

• 

  Pacific Brands

  Apr 2013 - Nov 2016

  Most recently worked as a centralised resource at Pacific Brands as the only Learning and Development facilitator who delivered end to end learning solutions across the company. Offering a variety of skills, it was here where some the following skills were provided;* Reoccurring role in business projects as the L&D lead to organize, prioritise and complete multiple tasks such as course materials and resources, delivering Train The Trainer sessions etc to achieve project goals* L&D Lead in content development and background systems testing for Success Factors (performance plan system) * Project lead for LMS upgrade to Success Factors * Implementation of planning, scheduling and coordination of national office learning and development activities * End to end learning solutions starting from Training Needs Analysis to follow up reporting and future recommendations * Actively worked with retail operations team, to design and deliver a program to identified learning opportunities for sales and service in national retail stores. * Designed and delivered face to face Coaching for Improved Performance to internal corporate and warehouse management teams* Delivered numerous face to face training programs such as Code of Conduct, Performance Reviews for Managers, Performance Management and Manager Essentials company wide* Experienced with and Learning management systems (LMS) both internally developed systems and externally purchased (ELMO) for company wide employees content and records* Update and maintain training materials of existing and new content including online learning and classroom materials * Ongoing successful relationship management with stakeholders and external providers* Ability to work in a fast paced environment to deliver on time and within budgets * Performance coach using NEWS framework to operations manager* Highly skilled in WORD and PowerPoint Show less Reporting to the HR General Manager, various supporting responsibilities were in place such as;* Design and deliver an Induction program to all new employees into the WORKWEAR Group within their first 30 days either face to face or through Skype * Update and deliver the Manager Essentials program to all corporate and retail managers including assessments and action plans* Review training feedback post delivery and identify training opportunities for the future to report back to stakeholders* Propose training pipeline for future projects to HR GM and schedule any prioritised sessions* Internal learning and development lead for retail managers service selling model that was outsourced through an external provider * Maintain Learning Management System for the WORKWEAR Group including training records and assessment results post training delivery* Training support to any managers needing assistance with new employees or coaching Show less

  • Senior Training Advisor- Pacific Brands Head Office

    Apr 2013 - Nov 2016

  • Senior Training Advisor- The Workwear group

    Apr 2013 - Oct 2013
• 

  Kmart Australia Limited

  Feb 2017 - Oct 2017

  Learning and Development Leadership Specialist

  Part of the National L&D Team, this role provided a service to over 800 employees at the national office in Melbourne for a variety of needs within the L&D space. Some of these responsibilities included the following;* Delivery of leadership programs for frontline and middle management such as Presentation Skills, Emotional Intelligence, Leading and Managing Self, Think on your Feet ® and more* Administrate the internal Merchandise Development Program, supporting trainees in their career development* Management of Learning Management System (LMS) for all national office employees for both internal and external training programs including administration and reporting functionalities * Collate monthly reports on all internal training programs and provide a detailed analysis on these reports to senior management, highlighting areas of opportunity * Proactively provide a positive team culture with a strong commitment to developing people internally through all L&D interactions including one on one coaching and mentoring * Deliver a variety of management and leadership programs for internal employees that build on and enhance individual performance and capabilities * National office LMS administrator for leadership training including co-ordination of leadership training calendar * Experienced in administration and management of Learning Management System (LMS) for companywide employees Show less

• 

  The Royal Australian College of General Practitioners (RACGP)

  Nov 2017 - now

  As the Learning & Development Manager, my role is to lead the L&D function providing direction that enables our employees to thrive in their work. Some of my responsibilities are;* Build and foster strong relationships with leaders and team members* Develop leadership development frameworks and strategies that help to embed an effective leadership culture * Completion of an organisational learning needs analysis for leaders and employees aligned with the capability and performance needs of the organisation and to deliver on the operating plan * Lead the L&D plan to ensure budget is validated and reported on through the year and key metrics are reported on for learning strategies for the organisation* Accountable for ensuring all L&D processes and the learning management system are fit for purpose and enabled to support towards organisation expansion * Developing an annual learning and development plan with associated curriculum, calendar and core programs* Develop, ensure approval of and manage L&D budget and all programs, writing content and engaging with outsourced partners as needed for provision of programs* Actively manage and provide oversight for all L&D projects, produced by the L&D team to ensure alignment with the operating plan, budget and that programs are delivered in a timely manner to a high quality* Influence direct reports to achieve their potential by creating a positive environment where they are supported to achieve team goals* Evaluate exiting learning programs, investigate learning opportunities and make recommendations for change that improve professional development and growth amongst employees* Write Board and Executive papers of a high standard and in a timely manner as required to ensure approval of core L&D programs and to drive high stakeholder engagement* Build influential partnerships across varied stakeholder groups to understand requirements, identify and develop solutions and achieve targeted outcomes Show less The core focus of this role is to manage internal technical training including development and implementation of blended training solutions. This includes digital forms of manuals, eLearning modules and other training materials to all employees nationally. Secondary to this, the delivery of any internal training to which can be (but is not limited to) technical training or Human Resources support programs.Some key responsibilities include;* Design and develop new technical training eLearning modules in conjunction with relevant subject matter experts* Lead the launch of an upgraded LMS (Litmos) internally to all staff and assign compliance training nationally* Demonstrating sound knowledge of instructional design using Articulate 360 products to enable eLearning content design and delivery through a learning management system (LMS)* Internal L&D lead in instructional design to deliver programs for internal staff including projects for all RACGP employees * Engaging with internal leaders and HR to provide recommendations on most suitable modes of delivery for technical training, this includes management of external provider relationships* Work closely with HR & the Technology teams, to continually develop and improve the overall technical training offerings across the College* Build and administrate content, training enrollments and completions within the LMS* Successfully designed and implemented national blended learning induction program for all RACGP employees and continue to review and update as required based on business changes. Show less

  • Learning and Development Manager

    Sept 2019 - now

  • Learning And Development Specialist

    Nov 2017 - Sept 2019