Senior Manager L&D at Badger Holdings PTY Ltd / Dotsure (2023-01 – Present)
- Delivered and continuously improved sales performance and client service standards, driving customer satisfaction and retention in competitive insurance markets.
- Managed underwriting processes, ensuring policy accuracy, compliance, and efficiency.
- Oversaw the registration and management of claims, maintaining high levels of service quality and turnaround time.
- Led and supervised client care teams, ensuring smooth daily operations, strong staff engagement, and exceptional service delivery.
- Provided administrative leadership and operational support, ensuring business continuity and compliance with internal procedures.
- Authorized refunds, leave, salaries, overtime, and staff bonuses, maintaining transparency and adherence to company policies.
- Managed employee relations and disciplinary processes, including counselling, performance discussions, and formal warnings where necessary.
- Appointed as Health and Safety Representative and Fire Marshal (2008 – 2022), ensuring compliance with occupational safety standards and risk mitigation protocols.
- Analyzed call centre performance data, developing reports and insights for operational improvement at both management and executive levels.
- Designed, developed, and facilitated learning programs covering induction, service excellence, company culture, telephone and email etiquette, and system training — both in-person and online.
- Created and implemented a comprehensive company-wide induction program, ensuring consistent onboarding and measurable employee competency.
- Managed and optimized the company's Learning Management System (LMS) and Learning Experience Platform (LXP), driving engagement, usability, and content relevance.
- Directed L&D project management initiatives, ensuring timely delivery of high-impact training programs aligned with business objectives.
- Conducted skills gap analyses and developed targeted training based on call audits and departmental performance needs.
- Updated and maintained training materials, assessments, and competency evaluations, providing constructive feedback and reporting on learner progress.
- Coordinated all logistics and administration related to training, onboarding, and staff development initiatives.
- Maintained strict confidentiality when handling sensitive staff and organizational information.
- Captured photography and media content for internal communications and company branding across digital and social platforms.
Training Facilitator at Badger Holdings PTY Ltd / Dotsure (2017-01 – 2023-12)
Manager at Badger Holdings PTY Ltd / Dotsure (2015-01 – 2017-12)
Assistant Manager at Badger Holdings PTY Ltd / Dotsure (2013-01 – 2015-12)
Client Care Supervisor at Badger Holdings PTY Ltd / Dotsure (2012-01 – 2013-12)
Client Care Team Leader at Badger Holdings PTY Ltd / Dotsure (2011-01 – 2012-12)
Short Term Insurance Consultant at Badger Holdings PTY Ltd / Dotsure (2007-11 – 2011-12)
FAIS Compliant Short Term Insurance Consultant at African Independent Brokers (2006-05 – 2007-11)
- Call center based internal sales
- Generating refunds
- General Queries
Assistant Manager at The Video Shop (2003-01 – 2006-12)
- Training Casual Staff in customer relations and computer skills
- Supervising new staff
- Dealing with customer queries and complaints
- Tasked with innovating new ideas and ways to improve business growth and revenue
- Improving overall customer service
Coordinator and assisting in a supervisory area at Pizza Palace (2001-01 – 2003-12)
- Casual work, attending to stock intake
- Using People skills to take orders and coordinate with staff
- Achieved and exceeded Sales targets
