Katie Humbert

 Katie Humbert 62 Quai de Jemmapes 75010, Paris France Phone: - Email:-____________________________________________________________________________ Education 2018 – 120 Hour TESOL Certificate 2017 – Certificate IV in Training and Assessment (TAE 40110) TAEDEL402A – Plan, organise and facilitate learning in the workplace TAEDEL401A – Plan, organise and deliver group-based learning TAEASS401B – Plan assessment activities and processes TAEASS502B – Design and develop assessment tools TAEASS403B – Participate in assessment validation TAEDEL 404A – Mentor in the workplace BSBLED401A – Develop teams and individuals TAEDES401A – Assess competence TAEDES401A – Design and develop learning programs TAEDES402A – Use training packages and accredited courses to meet client needs ____________________________________________________________________________ Related Experience Mentor I have mentored over 35 adults in the last 3 years within my workplace. Leadership I have been a leader to a team of up to 10 Staff members for 2 months whilst their team leader was on holidays. Training Employees During the time I have worked with ANZ Bank I directly trained over 10 staff to complete their role successfully. This training lasted for 12 weeks. Teaching I have also taught at a range of different English levels including Advanced, Intermediate and Beginner within the french business sector here in Paris. Presentations On a monthly basis I had to give presentations on the performance of staff. I also conducted workshops and presentations to assist agents in performing their job well. ___________________________________________________________________________ Employment History March 2018 – Current BTL (Business, Language and Technology) English Business Teacher Planning, preparing and delivering lessons. Preparing teaching materials. Helping pupils improve their listening, speaking, reading and writing skills via individual and group sessions. Checking and assessing pupils' work. Communication Skills, being able to speak clearly to students, other teachers and administration officials. Instruction Skills, being able to explain new ideas and unfamiliar concepts with authority and in a clear and concise way so that students can understand. Patience, being able to work with students that have different backgrounds and abilities. Creativity, being able to find ways to involve students into their lessons. Additionally, teachers may have to work with different learning styles to get the most out of each student. September 2015- February 2018 ANZ Bank, Sales and Implementation Coach Coaching for agents to lift save rates Regularly deliver and provide training to improve agent's performance through workshops, single sessions and group coaching. Training completed for agents who had gaps and required to be re-trained in the role. Create and provide clear process maps and requirement documentation in regards to the job requirements and training needs Maintain relationships with internal and external stakeholders and communicate initiative plans and outcomes clearly and concisely Overseeing set up and ongoing maintenance of telephone scripts, retention processes and systems to ensure smooth customer experience and accurate reporting of all inbound and outbound calls. Prepares new Retention specialists by conducting orientation to retentions process; developing individual coaching plans; providing resources and assistance; scheduling follows up trainings with specialists Improves training effectiveness by developing new approaches and techniques Retention initiatives launching on time and without breakdown in customer experience 100% adherence to policy, procedures, practices and templates June 2014 – September 2015 ANZ Bank, Customer Solutions Specialist Deal with customers in a compassionate and confident manner such that probing questions are accepted and answered, the customer’s response is heard and objections/concerns are dealt with in order to retain the customer Provide accurate information to customers to assist with their concerns such that they remain loyal to ANZ Provide quality, timely and precise responses to customers Adhere to call scripts, processes and guidelines Maintain accurate records and documents pertaining to transactions and conversation outcomes Manage service levels according to KRA targets Identify the root cause of the cancellation request and tailoring the retention conversations to address the customers concern Effective utilisation of retention tools, product support, to tailor the conversation and restructure cover if applicable _____________________________________________________________________________ Interests Culture | Languages | Sport| Socialisng | Coaching | Fashion | Travel _____________________________________________________________________________ Referees Haga Ratahina (TESOL Teacher)- Christopher Thwaites (Customer Solutions Team Leader, ANZ Bank)- Madeline Len (Customer Solutions Team Leader, ANZ Bank)-