Ochoa - Usher - Brisbane, QLD, Australia

Karen Ochoa

Brisbane, QLD, Australia




 10+ years’ demonstrated experience in the customer service sector; 6 1/2 years spent within various customer service related roles with Virgin Australia
 Demonstrated highly developed leadership capacity and management capability including relationship development, mentoring, coaching and team building
 Proven ability to successfully interact with management, colleagues and customers, utilising outstanding interpersonal, conflict resolution and negotiation skills
 Excellent written and oral communication skills including all forms of internal and external business and operations correspondence
 Knowledge and awareness of industry specific OH&S policies and procedures, possessing Senior First Aide Certificate
 Ability to analyse complex issues, interpret operational needs and develop integrated and value adding solutions
 Results focused with ability to work under pressure and in dynamic and challenging situations
 Proven ability to work unsupervised and take on additional responsibility as required
 Extensive experience working cohesively and effectively towards team outcomes

Work History

Learning Consultant

Virgin Australia

From January 2007

LEARNING CONSULTANTfor the internal project UNIFY (integration of a new Global Distribution System (GDS) to the whole airline)
Key Responsibilities:

 Successful candidate to deliver and liaise with our offshore GCC site in Auckland, New Zealand for UNIFY.
 Delivered training material in conjunction with GCC needs and to agreed training standards
 Ensure all GCC team members receive adequate training so as to feel confident using the new system and procedures by the required go-live date
 Ensured all training was successfully completed and recorded
 Adapted delivery styles to meet individual learning needs
 Managed learning environment and ensured facilities and equipment are available and operating effectively
 Monitored learners performance during scheduled training activities
 Positively engaged team members through training delivery
 Developed and manage relationships with internal and external customers(Sabre Subject Matter Experts)
 Liaised with Learning Manager and Team Leaders to ensure smooth rollout of training within the department
 Liaised with Program UNIFY team members and trainers where required
 Model Virgin Australia level requirements and values to external outsourced partners
 Participated and contributed to the development of the GCC in relevant forums
 Oversaw the maintenance of course materials and updated where applicable
 Participated and contributed to the development of the GCC in relevant forums
 Worked with the Learning and Capability Manager and Team Leaders to ensure all programs and development opportunities are effectively managed
 Assisted and guided fellow team members with briefing ideas, techniques and methods of learning
 Developed briefing sheets on time and delivered to respective areas in the business
 Provide feedback for continuous improvement in training delivery where available
 Follow through on team member enquires and requests
 Built positive relationships and work collabo

Qualifications & Certifications

Business Management in Hospitality and Tourism

University of Northern Territory

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