richard callender-reid

As an English instructor, I helped my clients reach their language goals. I taught a wide client base, from children, to hobbyists, through to C-level businesspeople. Customisation was a big part of my role, whether it be preparation for English proficiency tests, proofreading and improving presentations and business documents, or getting my clients ready for a trip abroad. Part of my speciality was correcting mother-tongue interference – especially with pronunciation, natural language use and helping non-native English learners easily understand the differences between American-, Australian- and British-English. I consistently exceeded First Meeting (FM) trial lesson sales targets and maintained a high lesson evaluation average (LEA) through numerous positive client evaluations, and was asked to assist during monthly and area-wide meetings to assist other instructors with sales techniques and lesson flow, which lifted sales in both our studio and area-wide.

Origin is Australia’s largest energy retailer, delivering energy needs to more than 4 million electricity, natural gas and LPG customers. I started in the Origin contact centre as a general billing consultant, before being promoted to a senior role as a Resolutions Specialist within 6 months; taking escalated calls, providing coaching to my team and providing Level 1 Helpdesk to clients for Origin's online platform. Excelling in the former two roles allowed me to transition into training, where I arranged and delivered soft-skill and technical training to groups of up to 20 staff members, while monitoring and reporting their progress to stakeholders at different levels. I left this role after being given the opportunity to live and work overseas. During my time as a trainer, I created training material for staff at various levels and improved efficiency through implementing streamlined and compliant archiving of staff competencies.

Aegis is a global business services company with over 55,000 employees. Aegis manages over a billion customer interactions every year for clients across a range of sectors including telecommunications, healthcare, travel, and technology. Working on the Telstra Business contract, I was responsible for the first point of contact between Telstra and its members.My primary role was to provide advice to clients on accounts, billing and complaints, as well as training on the Telecommunications Act and TIO regulations. I excelled at first-call resolution and consistently achieved a high customer satisfaction scores. In March 2012, I was seconded to work on escalated complaints, and my role was to investigate and resolve complex business complaints that had been logged with the Telecommunications Industry Ombudsman. I was able to exceed the resolution target by 50%.

As a Senior Learning Solutions Advisor, I partnered with Australia's top corporate, government and not-for-profit organisations, working closely with key stakeholders in IT, Learning and Development and C-level executive functions to help their organisations meet their strategic goals and objectives through ongoing learning and development. As part of this role, in addition to providing tailored learning solutions for corporate and business clients through short courses and learning programs, I supported consumers with Diploma and VET Student Loan enquiries as the single point of contact for students and as a subject matter expert for the sales staff. I was heavily involved with interviewing, hiring and leading a team of sales professionals to exceed their KPI expectations; providing ongoing training, mentoring and coaching to help them achieve their full potential.