1. Jane Wilson
Mobile: 0423 712 234
Email: jane0804@gmail.com
LinkedIn Profile: https://au.linkedin.com/pub/jane-wilson/72/79/2b2
Capability Statement
Professional, innovative learning professional with strengths in training, coaching, and career
development. Effective ability to present complex technical topics with clarity, creativity, and enthusiasm.
High-energy trainer and innovative facilitator, experienced in guiding learners through engaging,
breakthrough learning opportunities.
Track record in implementing training strategies that motivate teams individually and financially to exceed
the corporate objectives.
Expertise
• Program Planning & Development
• Sales Training & Development
• Financial Services & Insurance
• Team Leader / Supervisor Development
• Call Centres
• Technical Product & Systems Training
• Project Management
• Vendor Management
• Change Management
Achievements
• Develop and delivered sales training programs to the Call Centre workforce which assisted with the
delivery of year-on-year increased to revenue, from $11m in 2011 to $22m in 2013 – Aegon
• Contributed to the increased customer retention by 12% annually through design and
implementation of cross-sell/up-sell training programs including personal coaching - Aegon
• Assisted with the L&D submission for the NSW ATA Awards which resulted in winning ‘Contact
Centre of the Year Finalist 2013 & 2014’ – Aegon
• Awarded ‘Store of the Year’ for exceeding sales and operational excellence and budget control by
10%- Lincraft
Career Outline
Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)
Learning & Development Coordinator
Quality Assurance Consultant
Outbound Sales Consultant
September 2010 – Present
April 2009 – August 2010
October 2008 – April 2009
Lincraft (Retail Clothing/Craft/Haberdashery )
Multi-site Store Manager July 1998 – July 2008
Confidential Resume
Page 1 of 3
Jane Wilson | Mobile 0423 712 234

2. Work History
Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)
Learning & Development Coordinator September 2010 – Present
Duties:
• Designed and delivered technical product and system training for a 400 seat call centre with a focus
on direct life insurance products, underwriting and compliance. (Life Risk) for some of the large
financial institutions (Clearview, CBA, NAB, BankWest, & St George/BSA)
• Designed and delivered customer services, sales and retention training to achieve better sales and
retention rates for the business
• Assisted with the coordination of the graduate recruitment program, delivered graduate orientation
and managed the graduate assessment centres
• Negotiated and managed contracts with external providers including matrix government funded
certifications for the Call Centre
• Identified training needs and developed or sourced appropriate training solutions
• Actively formed and maintained productive working relationships with key stake holders including
senior management
• Designed and delivered professional development courses for operational trainers (Train the
Trainer)
• Proactively conducted employee focus groups and workshops to achieve company objectives and
improve effectiveness and efficiency across the sales force
• Adhered to project plans and time frames for all change management milestones
• Undertook stakeholder analysis and impact assessments
• Redesigned and delivered the company induction
• Project managed the design, development and implementation of a training administration systems
Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)
Quality Assurance Consultant April 2009 – August 2010
Duties:
• Determined the business telemarketing quality standards by studying inbound and outbound calls
and customer service presentations
• Conducted test calls to telemarketing service representatives on new products to ensure standards
are being adhered to
• Verified telemarketing results by measuring operator’s skills in use of scripts, product knowledge,
sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and
courteous close of call
• Provided feedback to operators by monitoring calls; monitoring feedback for external vendor
programs; conducting monthly help sessions
• Evaluated telemarketing approaches by rating effectiveness of telemarketing service operators;
providing quality ratings; identifying training needs; assisting with the developing training programs
and conducting training
• Directed quality initiatives by requiring adherence to quality assurance policies and procedures;
developing new models; implementing changes
• Maintained professional and technical knowledge by attending educational workshops; reviewing
professional publications; establishing personal networks
Confidential Resume
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Jane Wilson | Mobile 0423 712 234

3. Aegon Direct & Affinity Marketing Services (Insurance – Direct Life)
Outbound Sales Consultant October 2008 – April 2009
Duties:
• Contacted and interviewed prospective clients to obtain data about their insurance resources and
needs
• Effectively influenced and sold various insurance products to individuals on behalf of large financial
institutions such as NAB, CommInsure & Westpac
• Intuitively customised insurance products to suit individual customers, often covering a variety of
risks including TPD, Income Protection, and Life Insurance etc.
• Ensured policy underwriting requirements are fulfilled prior to sale, including any necessary medical
examinations and completion of appropriate forms
• Calculated premiums for clients and establish best payment method for their needs
• Successfully achieved monthly premium sales and quality assurance targets in line with compliance
requirements
Lincraft (Retail Clothing/Craft/Haberdashery )
Multi-site Store Manager July 1998 – July 2008
Duties:
• Managed a work force of 60-80 across 2 sites in NSW
• Managed store operations by ensuring exceptional performance and excellent customer services
• Assisted customers in all aspects of store services including handling complaints and inquiries
• Recruited , trained and supervised employees from induction to customer service
• Ensured banking was manage efficiently and cash and receipts were reconciled
• Head merchandiser for all window and in store displays of stock, changed on a weekly basis
• Assisted owner and accountant with weekly pay reporting and banking
• Managed weekly inventories
• Coordinated sales promotions and provided sales targets to staff
Qualifications
Certificate IV in Training and Assessment, Insert RTO
Certificate IV in Customer Contact, Sales Masters
Certified Return to Work (RTW) Coordinator, Insert RTO
Confidential Resume
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Jane Wilson | Mobile 0423 712 234