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Sangeeta Lachmaiya
,
, United Kingdom
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I'm offering
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United Kingdom
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Language
English
Fluently
My experience
2019 - ?
job
Training Specialist - Sales
MOO Print.
MOO delivers high quality print visions for business worldwide. They offer tailored design and service support.
See more information see the following link https://www.moo.com/uk/
Training Specialist - Sales, Service and Design Service Oct 2019 - Current
● Responsible for the Training of Sales, Service and Design Service Teams
● Collaborate with team mates to improve training effectiveness
Key Achievements
◊ Ownership of initial customer service training
HCF Australia
HCF is Australia's largest non-for-profit health insurer servicing 1.5 million members and employing 1000
people. For more information have a look at the following link https://www.hcf.com.au/about-us/about-HCF
See more information see the following link https://www.moo.com/uk/
Training Specialist - Sales, Service and Design Service Oct 2019 - Current
● Responsible for the Training of Sales, Service and Design Service Teams
● Collaborate with team mates to improve training effectiveness
Key Achievements
◊ Ownership of initial customer service training
HCF Australia
HCF is Australia's largest non-for-profit health insurer servicing 1.5 million members and employing 1000
people. For more information have a look at the following link https://www.hcf.com.au/about-us/about-HCF
Design, Training, Print, Customer service, Sales, Service, Support, Health
2018 - 2019
job
Training Lead
System Transformation.
● Responsible for design, development and delivery of organisational learning solutions in alignment with company strategic goals.
● Conduct research and training needs analysis, working closely with change management, project teams
and stakeholders to ensure evidence based deliverables.
● Consult with frontline and back end teams to identify training needs and create defined learning
outcomes
● Prepare training forecasts and ensure all trainers and project teams are familiar with required tasks and milestones. Additionally,
● Establish a Training line of support to multiple stakeholders across the transformation project and BAU
spaces.
● Collaborate with Information and Technology, Saas Focus and Training teams to manage the creation
and maintenance of a Salesforce training sandbox.
● Collaborate with SMEs and Knowledge Management teams to ensure relevance, quality assurance and content validation during the development and delivery stages of training documents and tools.
● Design eLearning storyboards, modules and assessment tools using Articulate 360 and manage the allocation and assignment of online learning using HCF's Learning Management System
(Peoplestream).
● A high standard of verbal and written communication required when making decisions in high pressure
situations whilst working in a multidisciplinary team.
● Facilitate face to face and blended learning training programs in-house and interstate/remote locations.
● Conduct evaluation of training effectiveness and identify learning gaps with the purpose of continuous
improvement.
● Demonstrate resilience, a positive attitude and ability to stay motivated when working independently or
in a team setting.
● Mentor and coach training supports and SMEs into training support capability.
Key Achievements
◊ Successful adoption of sales stream implementation completed with expectations exceeded
◊ Received outstanding feedback from key stakeholders on interpersonal and leadership skills
◊ Project Phoenix team awarded 2019 HCF Excellence CEO's choice award
◊ Participant evaluation and feedback reflected high levels of engagement
● Conduct research and training needs analysis, working closely with change management, project teams
and stakeholders to ensure evidence based deliverables.
● Consult with frontline and back end teams to identify training needs and create defined learning
outcomes
● Prepare training forecasts and ensure all trainers and project teams are familiar with required tasks and milestones. Additionally,
● Establish a Training line of support to multiple stakeholders across the transformation project and BAU
spaces.
● Collaborate with Information and Technology, Saas Focus and Training teams to manage the creation
and maintenance of a Salesforce training sandbox.
● Collaborate with SMEs and Knowledge Management teams to ensure relevance, quality assurance and content validation during the development and delivery stages of training documents and tools.
● Design eLearning storyboards, modules and assessment tools using Articulate 360 and manage the allocation and assignment of online learning using HCF's Learning Management System
(Peoplestream).
● A high standard of verbal and written communication required when making decisions in high pressure
situations whilst working in a multidisciplinary team.
● Facilitate face to face and blended learning training programs in-house and interstate/remote locations.
● Conduct evaluation of training effectiveness and identify learning gaps with the purpose of continuous
improvement.
● Demonstrate resilience, a positive attitude and ability to stay motivated when working independently or
in a team setting.
● Mentor and coach training supports and SMEs into training support capability.
Key Achievements
◊ Successful adoption of sales stream implementation completed with expectations exceeded
◊ Received outstanding feedback from key stakeholders on interpersonal and leadership skills
◊ Project Phoenix team awarded 2019 HCF Excellence CEO's choice award
◊ Participant evaluation and feedback reflected high levels of engagement
Technology, Online, Coach, Development, Assessment, Ceo, Support, Transformation, Implementation, Quality Assurance, Content, Design, Storyboards, Sales, Management, Leadership, Mentor, Salesforce, Saas, Training, Research, Change management
2015 - 2018
freelance
Training Consultant
unknown.
Responsible for design, development and delivery of initial and upskilling training programs to ensure
the frontline network is equipped with the knowledge needed to provide high level of customer service
and compliant health insurance recommendations.
● Ensure adult learning principles are used when designing and developing blended learning training
programs with a focus on multisensory learning and engagement.
● Work closely with SMEs to ensure the ongoing validation and relevance of training tools and content.
● Continuous assessment and evaluation of learner's progression and provide facilitation and coaching
solutions to support individual needs to achieve team goals.
● Build strong relationships with stakeholders, providing learning and development and onboarding advice
and guidance.
● Self-motivated and Initiative required to continuously improve instructional design skill set and ensure
● Support other areas of the Learning and Organisational Capability team to achieve team outcomes.
Key Achievements
◊ Redesign of initial Call Centre frontline program resulting in increased retention of frontline staff
and overall customer service engagement scores
◊ Upskill and implementation of external Melbourne TSA call centre training teams, alleviating call
flow from Sydney teams
◊ Implementation of ADDIE training framework allowing consistency and ease of transferable
training programs between the learning and development team and increased pressure off
individual trainers.
◊ Implemented 'one month in' face to face feedback sessions with all new call centre staff at the
completion of training programs to collect and collaborate of relevant ideas, increasing validation
and relevance of training content and methods
◊ Implemented learning nursery pods in call centre sites and established a buddy program which
increased attrition of new staff and upskilled current staff with coaching capability.
the frontline network is equipped with the knowledge needed to provide high level of customer service
and compliant health insurance recommendations.
● Ensure adult learning principles are used when designing and developing blended learning training
programs with a focus on multisensory learning and engagement.
● Work closely with SMEs to ensure the ongoing validation and relevance of training tools and content.
● Continuous assessment and evaluation of learner's progression and provide facilitation and coaching
solutions to support individual needs to achieve team goals.
● Build strong relationships with stakeholders, providing learning and development and onboarding advice
and guidance.
● Self-motivated and Initiative required to continuously improve instructional design skill set and ensure
● Support other areas of the Learning and Organisational Capability team to achieve team outcomes.
Key Achievements
◊ Redesign of initial Call Centre frontline program resulting in increased retention of frontline staff
and overall customer service engagement scores
◊ Upskill and implementation of external Melbourne TSA call centre training teams, alleviating call
flow from Sydney teams
◊ Implementation of ADDIE training framework allowing consistency and ease of transferable
training programs between the learning and development team and increased pressure off
individual trainers.
◊ Implemented 'one month in' face to face feedback sessions with all new call centre staff at the
completion of training programs to collect and collaborate of relevant ideas, increasing validation
and relevance of training content and methods
◊ Implemented learning nursery pods in call centre sites and established a buddy program which
increased attrition of new staff and upskilled current staff with coaching capability.
Implementation, Framework, Redesign, Health, Development, Retention, Assessment, Insurance, Support, Design, Network, Content, Service, Customer service, Onboarding, Training, Coaching
2013 - 2015
freelance
Member Care Consultant
unknown.
Accountable for self-education on current and expired private health insurance and HCF health
insurance knowledge
● Ability to provide customer centric needs analysis of member needs and communicate tailored advice
and recommendations
● Communicate and build trust over the phone, providing a high standard of empathy and duty of care
when handling members life stages
● Take ownership of complaint handling and time manage self in order to communicate and meet member
expectations
● Work closely as a team to share knowledge and coach others
● Assess future and past claims to understand status and communicate with the purpose to educate or
reassess status to members
● Meet individual sales, customer service and adherence KPIs
● Support and coach new team members to assist new starter transition from the training room into the Contact Centre.
Key Achievements
◊ Upskilled self across all call centre skill sets in order to support different areas when needed
◊ Point of Contact during weekend work when back end staff were unavailable
◊ Managed the adherence of the team and organised adherence reports
◊ Consistent high standard of customer service throughout role and created resources to support the team and new people during industry changes
◊ Promoted to Training Consultant after 18 months as a result of continuously exceeding
expectations of positive feedback from coaching new staff and customer engagement scores.
insurance knowledge
● Ability to provide customer centric needs analysis of member needs and communicate tailored advice
and recommendations
● Communicate and build trust over the phone, providing a high standard of empathy and duty of care
when handling members life stages
● Take ownership of complaint handling and time manage self in order to communicate and meet member
expectations
● Work closely as a team to share knowledge and coach others
● Assess future and past claims to understand status and communicate with the purpose to educate or
reassess status to members
● Meet individual sales, customer service and adherence KPIs
● Support and coach new team members to assist new starter transition from the training room into the Contact Centre.
Key Achievements
◊ Upskilled self across all call centre skill sets in order to support different areas when needed
◊ Point of Contact during weekend work when back end staff were unavailable
◊ Managed the adherence of the team and organised adherence reports
◊ Consistent high standard of customer service throughout role and created resources to support the team and new people during industry changes
◊ Promoted to Training Consultant after 18 months as a result of continuously exceeding
expectations of positive feedback from coaching new staff and customer engagement scores.
Coaching, Training, Customer service, Sales, Service, Support, Insurance, Health, Coach
2011 - 2013
job
Sales Representative
Epilepsy Action Australia.
Epilepsy Action Australia is an Australian charity providing education and support services to children and adults in Australia with epilepsy and other seizure disorders. For more info:
https://www.linkedin.com/company/epilepsy-action/
Sales Representative Jun 2011 - Dec 2013
● Create and maintain sales leads - Nationally promoting EAA's charity
● Handling of sensitive data
● High level of Customer Service
● Sales growth mindset essential for success
https://www.linkedin.com/company/epilepsy-action/
Sales Representative Jun 2011 - Dec 2013
● Create and maintain sales leads - Nationally promoting EAA's charity
● Handling of sensitive data
● High level of Customer Service
● Sales growth mindset essential for success
Linkedin, Customer service, Sales, Service, Growth, Support
My education
2018
-
2019
Australian College of Commerce AND Management
Unspecified, Leadership and Management
Unspecified, Leadership and Management
2009
-
2011
University of Western Sydney
N/a, N/a
N/a, N/a
?
-
2015
Australian College of Commerce AND Management
Certification, N/a
Certification, N/a
?
-
2008
Cheltenham Girls High School
HighSchoolOrEquivalent, N/a
HighSchoolOrEquivalent, N/a
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