Crispin Hughes is applying for a human resources role and has extensive experience in retail management, recruitment, learning and development, and culture change. He led successful culture changes at Billabong and Surf Dive 'N' Ski stores that exceeded sales targets. His most recent roles included client services and training coordination at the Australian Institute of Management, where he created onboarding processes and improved productivity. Crispin holds several qualifications related to human resources and business management. He is seeking to further contribute value through his background and accomplishments.

1. COVER LETTER
Dear Hiring Manager,
Thank you for taking the time to consider my resume. My passion and willingness to succeed in the Human Resource
role on offer equals the passion and success I have emphatically shown in my past manager/supervisor/trainer roles.
Whilst working as fulltime manager, leading a culture change for Billabong Group after they acquired 130 new stores,
I completed my Bachelor of Human Resource Management and a Certificate IV in Training and Assessing. Other
qualifications I have in-line with this role includes a Cert IV and Diploma in Business (Human Resource Management)
and Cert IV in Frontline Management.
Practical work experience within generalist HR role includes:
- 7 years of successful recruiting for Frontline Retail (culture fit), Project Management and Chief Finance Officer
roles
- 6 years experience in formulation and management of Employee Matrix, resulting in positive culture change
in line with organisations policies, values and strategy
- 6 years of Learning and Development planning and management resulting in high staff retention and
succession from part-time to full-time, supervisor and management positions
- 1 Year chair of WHS (OHS) committee successfully implementing self awareness safety checklists performed
by staff members at end of each shift resulting in safer work environment for staff and patrons
- 9 months consulting Corporate People and Culture Managers, Students and Professionals with gaps needs
analysis and successfully organising learning and development pathways for current job role development
and succession planning
- 6 months placing job ads on multiple Job Seeking sites such as Seek, MyCareer and CareerOne
- 3 months coordinating Customised Solution Managers nationally resulting in successful rollout of Learning
and Development programs within a 7 days turnaround
- 8 weeks Work Experience in statistical data entry, CV application screening and processing
My recent employment with Australian Institute of Management (AIM) highlights a successful transition from a
frontline floor manager role to an equally productive and positively influential team leader within the corporate 9 to
5 office space during a merger, acquisition and federal changes within the RTO VET-FEE profession.
I welcome the opportunity to discuss my background, accomplishments and how I can add value with you in detail.
Yours faithfully,

2. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
2
Crispin Hughes
Profile
Proactive and results driven with high-level business development built on a solid foundation of customer service
experience in recruitment, learning and development, retail and hospitality industries.
Thrives in challenging environments where peer and industry respect has been gained through individual coaching,
team leadership, public speaking and an aptitude to transfer tacit knowledge through instructional ability.
Unparalleled desire to succeed in supervisory, coaching and leadership roles, dedication to assist any person or
department when called upon and a passion for improving all facets within Human Resource Management,
specifically the Learning & Development department.
Achievements
 Direct consultation with CEO and Human recourse manager of Canberra Sleep Clinic, resulting in organization
wide Learning and Development role out for multiple staff
 Responsible for successful leadership and management program for new frontline supervisor/manager of
Gapsted Wines through directly advising with Area Manager and Lead Wine maker Shayne Cunningham
 Independently created a successful 3 week checklist for onboarding new starters and temp staff inline with
Job description

3. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
3
 Successfully developed Job Skills Matrix specific to AIM’s Client Services role following on from 3 week
onboarding checklist to ensure new full-time employees were successful in their probationary period
 Directly responsible for Liaising with INVESTA (property management) regarding new anti terrorism “Bomb
Threat” 2015 legislation, recycling initiatives and general maintenance of tenancy, resulting in compliance with
laws and safer workplace in compliance with Expr3ss! Insurance policy
 Developed Word Document and PDF version of online Expr3ss! ‘Guidance Tours’, ‘Tips’ and ‘How To’s’
resulting in an extended offering to support and ensure clients who prefer hard copy manuals
 Directly worked with Billabong Training and Development officer using ‘World Manager’ platform inline with
RTO for a more engaging and practical staff training experience resulting in higher staff completion in Certificate
III in Retail Operations, HR policy and Employee Matrix training checklists
 Managed “Short List 4 Me” (a personalised recruitment component of Expr3ss! Recruitment) involving
psychometric evaluations, resume reading, reference checking and phone interviews across a broad range of
industries resulting successful in hiring a CFO and Project Manager for multiple organisations
 Directly lead successful culture change campaign within Billabong Manly Corso store through succession
planning current star staff, whilst recruiting and training new staff (total 15 staff), resulting in exceeding sales
targets and making top 10 profitable stores within one year
 Directly lead successful culture change for grand opening of flagship Surf Dive’N’Ski Warringah Mall store
through succession planning current star staff while recruiting and training new staff (total 45 staff) two months
before Christmas, exceeding store targets each year and high staff retention rate
Experience
Australian Institute of Management (AIM) …………………………………………………….. 2015 May to Nov. 2016
Client Services Professional - Sydney
Responsibilities:

4. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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Responsible for National Inbound B2B and B2C Learning and Development consultant,
performing skills gap analysis to determine succession pathways
Actively engaged in Heads of departments to ensure any new changes are communicated
though the Clients Services team
Proactively engaged staff and lead short monthly meetings to strategise, agree and implement
new procedures and techniques to become more efficient and increase productivity, resulting in
saving $40,000 in wages nationally by implementing automated follow up text message, structure
and wording of steps for logging into student portal
Independently created a successful 3 week checklist for onboarding new starters and temp staff
inline with Job description
Successfully developed Job Skills Matrix specific to AIM’s Client Services role following on from 3
week onboarding checklist to ensure new full-time employees were successful in their
probationary period
Australian Institute of Management (AIM) …………………………………………………….. 2015 Feb. to 2015 May
Training Coordinator - Sydney
Responsibilities:
National Corporate Solutions Program Coordinator, responsible for providing overarching
support to the Sales and Operations function resulting in increased positive feedback and
increased investment of other AIM training products
Managed logistics for program delivery as well as providing operations and administrative
support
Effectively liaised with other AIM departments regarding ordering of supplementary materials for
programs resulting in stronger team support

5. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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Coordinated production of all customized materials logistical delivery of required programs on
time resulting increased positive feedback from facilitators and L&D managers
Developed stronger relationships with internal and external stakeholders to ensure AIM products
and services are delivered to AIM’s highest standard and quality
Responsible for administering HRDQ, Genos, DISC surveys, Salesforce and all online management
systems in line with delivery of course material and facilitators in the timeliness needed to ensure
the psychometric and personality evaluations were done correctly resulting in increased positive
feedback recorded in end of class surveys
Directly reviewed, updated and maintained processes ensuring easier quicker training for new
coordination staff resulting in higher productivity
Expr3ss!......................................................................................................................................2014 Sept. to 2014 Dec.
Recruitment Guidance Specialist - North Sydney
Responsibilities:
Manage “Short List 4 Me” (a personalised recruitment component of the) “Software that Solves
Staff Selection” involving psychometric evaluations, resume reading, reference checking and
phone interviews across a broad range of industries resulting successful in hiring a CFO and
Project Manager for different organisations
Developed Word Document and PDF version of all online ‘Guidance Tours’, ‘Tips’ and ‘How To’s’,
resulting an extended offering to ensure customer who prefer hard copy instructional guides are
happy
Directly responsible for Liaising with INVESTA (property management) regarding new anti
terrorism “Bomb Threat” specific legislation, recycling initiatives and general maintenance of
tenancy, resulting in compliance with laws and safer workplace
Directly responsible for WHS audits, implementing changes needed. Post on ‘Trello’ and train
staff on all new policies and procedures resulting in positive and healthier staff morale

6. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
6
Produced Emergency Procedure Manual (PDF) in line with Insurance, Government and Property
Management legislative requirements, ensuring compliance and reduced risk of fines
Post client’s specific Job Ad Requests on online employment classifieds such as Seek, LinkedIn,
CareerOne and fee job boards
Edit client’s Job Ads as requested to improve screening questions, grammatical errors whilst
being inline with Workplace Gender Equality Act 2012, successfully enhancing organisation’s
competencies
Update and maintain ‘Salesforce’ (Customer Relations Management Software)
Write customised Job Ads and Job Descriptions for companies resulting in above benchmark
quality and higher number of applicants
BILLABONG (GSM)…………………………………………………………………………………2013 May to 2014 Sept.
Frontline Manager - Billabong Manly Corso
Responsibilities:
Lead culture change through succession planning current star staff while recruiting and train new
staff (total 15 staff), resulting in exceeding sales targets and making top 10 profitable stores in
one year of managing and leading
Create high energy morning daily training sessions to build staff knowledge, awareness and
morale resulting in high staff retention
Engaging four Manly Corso GSM store managers and 2IC’s in stock re-allocation, leading to
positive friendly yet competitive cluster culture resulting in highest sales
Producing staff matrix highlighting gaps needs analysis resulting in staff succession building

7. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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Actively liaise with head office, accounts, HR, buyers, area managers, IT and sales representatives
encouraging a positive and professional relationship where trusted advice is sort after and given
resulting in more efficient problem solving and productivity
Effective Roster management assisting HR in producing timely reports
Work with Billabong Training and Development officer using ‘World Manager’ platform inline
with RTO for a more engaging and practical staff training experience resulting in higher staff
completion in HR policy and procedure training checklists
Liaise with local council to connect with local business community regarding the marketing of
Manly, environmental awareness and recycling initiatives resulting in a more positive Billabong
group appeal to other local business owners
BILLABONG (Internship)…………………………………………………………………………2013 Jul. to 2014 Mar.
Billabong/GSM Retail Head Office
Responsibilities:
Assisting Craig O’Neill (National Training Consultant) and Kelly Browne (State Retail Manager),
on training, procedures and policy content for World Manager system:
- Formulating a Managers Checklists
- Creating managers online training questionnaire quiz
- Recruitment and Selection of 2IC and Manager positions
SURF DIVE ‘N’SKI (GSM)……………………………………………………………………………2011 Oct. to 2013 May.
Frontline Manager Surf Dive ‘N’ Ski - Warringah Mall

8. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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Responsibilities:
Lead successful culture change November 2011 and reopening one of three Flagship stores in
Australia through succession planning current star staff while recruiting and training new staff
(total 45 staff)
Manage one of three A Grade concept stores in the nation in line with GSM directives
Maintain and surpass previous year’s sales and margin in a contracting retail environment
Problem solving through strategic planning and statistical evidence
Attract and retain new and loyal customer base by going above and beyond customer service
expectations
Directly liaised with head office, accounts, HR, buyers, area managers and sales representatives
Directly liaised with Westfield Marketing and Security teams to ensure profitability and
ongoing safety
Successfully create daily training (Morning Hyper) sessions inline with company products and
customer service standards empowering and motivating staff
MOUNTIES GROUP (Work Experience)…………………………………………………2010 Jul. to 2010 Aug.
The Mounties Group of RSL clubs in New South Wales, their vision of Customer Service Excellence is a key focus for
every employee.
HUMAN RESOURCES ASSISTANT
HARBORD DIGGERS (Part-time)………………………………………………………2009 Mar. to 2011 Nov.
Harbord Diggers is part of the Mounties Group of RSL clubs in New South Wales. The Mounties vision of Customer
Service Excellence is a key focus for every employee.

9. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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FLOOR STAFF/OHS (WHS) CHAIR/NEW EMPLOYEE TRAINER:
BODYBOARDERS SURF CO……………………………………………………………2006 Mar. to 2008 Feb.
Bodyboarders Surf Co. is an Australian company specialising in sales of body boards, body boarding accessories and
apparel.
FRONTLINE MANAGER / HRM / BUYERS ASSISTANT
SURF DIVE ‘N’ SKI (Tom Tsipris then GPM Group)…………………………………2001 Sept. – 2006 Feb.
Surf Dive & Ski was a state chain 14 of stores specialising in surf culture, including surf related fashion apparel and
accessories as well as hardware and accessories.
ASSISTANT MANAGER (2IC)
PROFESSIONAL ATHLETE…………………………………………………………………………1994 - 2005
Professional Body Boarder travelling extensively as part of sponsor media productions and brand R&D teams.
PROFESSIONAL ATHLETE
Education & Personal Development
Project Management Fundamentals (Short Course) 2015
Certificate of Attendance
Certificate IV in Training and Assessment 2014 – 2015
Online RTO (THINK3D vocational training)

10. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
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Bachelor of Human Resource Management 2009 - 2012
Macquarie University, North Ryde, NSW, Australia
Cert IV & Diploma in Business (Human Resources) 2007 - 2008
Brookvale TAFE, Brookvale, NSW, Australia
S.M.A.R.T. Course 2002
SMART “Superior Management of A Resourceful Team”
C.A.R.E Course 2000
CARE “Customers Are Really Everything”
Skills
Executive Interaction
 Exceeds Performance Criteria in Key Business Objective Areas
 Commitment to Operational Goals and Profitability Achievement
 Proactive Team Member who encourages Cross-cultural collaboration and diversity
 Effective People Management with strong focus on team dynamics
Personal Attributes
 High Self-Motivation / Challenge Driven / Results Orientated
 Ability to communicate effectively across all levels of an organisation

11. Crispin Hughes
Phone: 0409 831 028  E-Mail: dk_one@cheerful.com
11
References
Dale Stephens 0406 723 882 (National Sales Manager AIM)
Anna Pohl 0409 650 811 (Corporate Solutions Manager AIM)
Emma Seigal 0451 301 021 (Temp staff AIM)
Carolyne Burns 0408 806 108 (CEO/Founder of Expr3ss!)
Brian Wilkinson 0406 079 910 (Ex GSM retail trainer)
Jo Blahuta 0487 497 671(Ex GSM National sales training coordinator)
John Brown 02 9938 1444 (Site Manager Harbord Diggers)
Kelly Browne 0410 277 157 (NSW GSM National Retail Manager)
Megan Starling 0404 092 552 (Ex Manager of Surf Dive ‘N’ Ski 2001 to 2005)
Michael Parkhill 0410 503 130 (Ex Managing Director of Bodyboarders Surf Co)