Work History

• 1/2015 - 10/2019

  Chubb Security, Monitoring Solutions

  Operations Supervisor: As the Operations Supervisor of Chubb Security’s ASIAL Graded and Australia’s Grade A1 R1 alarm monitoring centre, one of the largest electronic security companies and number 1 security and fire protection companies in Australasia I was personally responsible for the day to day operations and all aspects of the electronic alarm monitoring business. Servicing over 95,000 Chubb Electronic Security customers across Australia and New Zealand and ensuring delivery of alarm monitoring services in a 24 hour, 7 day a week monitoring centre to the residential, commercial, financial and government sectors serviced by Chubb Security. Within this role I supervised operations of 80 personal across 4 separate business units with duties that included:

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• 3/2009 - 1/2015

  Chubb Monitoring Centre

  Training and Development Officer: As the Training and Development Officer for the Chubb Security – Monitoring Solutions business I was responsible for all areas pertaining to the training and development of all Monitoring Solutions personnel across 6 different business units consisting of over 160 personnel across 3 states. Within this role I was tasked with a number of major business operational projects which included the complete transfer of the Chubb Home Security Customer Service business unit from NSW to QLD requiring the development of a training package to recruit and train an entire Customer Service Team with minimal impact to the businesses clientele. Another major operation project was opening the Chubb Monitoring Centre in the Chubb Australia Head Office in Sydney NSW to be showcased as Chubb Security’s showpiece centre. I was personally responsible for the recruitment, induction and training of all monitoring personnel to man this state-of-the-art monitoring centre. My responsibilities as Training and Development Officer included the following: - Identifying training and development opportunities within the 6 monitoring solutions business units of a leading security business in Australasia through operational analysis, review programs and regular consultation with the different business management teams and the human resources department. - Creating and expanding training programs based on the operational requirements of the business. - Facilitation and delivery of training and development from induction, general occupancy, environmental health and safety, alarm monitoring, customer service and all identified development opportunities. - The creation of a training team and working with that team to produce and deliver planned programmes to meet the needs of the business and individuals. - Conduct assessment of team members and address appropriate development based on assessment results and management requirements. - Develop effective induction programmes for new staff and trainees - Monitor and review progress of trainees through counselling sessions and discussions with managers. - Develop individual learning plans - Produce training materials across various business units to meet compliance with ASIAL Grading requirements. - Manage delivery of training and development programmes - Evaluate training and development programmes and amending / revising as needed to adapt to changes occurring within the business environment. - Working with line managers to resolve training problems. - Keeping up to date with developments in training and researching new technologies and methods in workplace learning.

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• 3/2004 - 2/2009

  Chubb Monitoring Centre

  Duty Manager shifts: As the Duty Manager within the alarm monitoring centre I was responsible for the daily operations of the Alarm Monitoring Centre for the leading security company in Australia. The alarm monitoring cente is operational 24 hours a day 7 days a week providing monitoring services for Chubb Security’s monitored customers across the residential, commercial, financial and government clientele. I was responsible for the delivery of alarm monitoring services and to ensure my team was meeting company set targets in line with legislation governing the security industry in Australia. This was a very fast paced, high volume monitoring centre processing over 7,500 alarm events in a 24hr period and taking over 2,000 inbound calls in the same time. The role required direct management over the monitoring team that varied in number between 12 – 24 team members within a 24hr period in a highly monitored and supervised control centre. As a point of note within my time as Duty Manager my team was awarded Team of the Quarter 9 out of the 12 times the award was offered and also boasted the highest attendance record and the lowest attrition rate of any other team. The responsibilities included: - Regular meetings with business managers, training department and the human resource department to identify development needs and changes within the business. - Building rapport with team members and identifying development opportunities with individuals and as a team. - Ensuring compliance to operational requirements and government legislation in a highly supervised and monitored industry including EHS, OHS, licensing, alarm processing and the Competition & Consumer ACT - Ensuring the customer expectations are being met for both internal and external customer base. - Reviewing regular business statistic reports to track progress of the team and individuals and providing necessary feedback and or development of the team. - Identifying strengths and areas of development within team members and providing opportunities of advancement for those identified personnel and development and training where needed. - Performance management of personnel and delivery of training and development. - Ongoing training and development of team members under my supervision. - Regular one-on-one meetings with team members for appraisals and performance reviews. - Develop team building and bonding opportunities - Problem solving and addressing all customer complaints and escalation calls received in the monitoring centre. - Writing of various reports from day-to-day hand-over report to fellow Duty managers to Incident Reports, Technical Data reports, employee development and assessment reviews.

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