CONFIDENTIAL RESUME

Name: Jason Hughes

Residential Address : 18 Vaucluse Crescent, Bellevue Heights, S.A., 5050

Contact Details : Home: (08) 8278 3789 or Mobile: 0438 856 902Email: hughesjl@people.net.au

PROFILE

Career Objectives: To work with an organisation making a difference to others, and whose culture

and values align with my own. To utilise my skills and experience to improve performance (both personally

and for the organisation). To contribute to a motivating environment where people are passionate about

development, achieving their goals, and making a difference. To lead by example, playing a key role in delivering excellence in customer

service To seek opportunities to acquire new skills and experience and add value to the

business.

Key Skills Summary: Most recent two year period has provided experience in project/change

management and business support Five year experience in alternate dispute resolution Ten years Front-Line Leadership experience in Contact Centre/Sales/Processing

environments Three years experience in Training/Learning & Development Consultant roles Significant experience in stakeholder/client liaison, recruitment & selection

(incl. assessment centres), performance coaching & mentoring, and change management.

Advanced documentation skills, presentation skills, analytical and spreadsheet skills

Website development skills

Character/Attributes: Ability to learn & adapt to new experiences with a strong focus on sharing

knowledge

Passion for development & seeing others achieve their goals Proven ability to adapt to change Consistent and reliable team player with a focus on continuous improvement

CAREER SUMMARY

Company Date Title

Energy and Water Ombudsman SA

September 2015 - present

Training and Development Officer

Energy and Water Ombudsman SA

December 2012 - September 2015

Business Analyst

Energy and Water Ombudsman SA

December 2009 – December 2012

Investigation Officer

Westpac Banking Corporation

April 2009 - December 2009

Team Leader, Loan Increases

Origin April 2008 – April 2009

Learning & Development Consultant (Contract)

AGL Retail Energy Oct 2003 – April 2008

Learning & Development Consultant (April 2006 – April 2008)Service Manager (July 2005 – March 2006)Team Leader, Customer Services (Oct 2003 – June 2005)

EDS Credit Services March 2003 – Oct 2003

Team Leader, Progress Draws

JP Morgan Investor Services / BT Portfolio Services

Aug 1997 – Nov 2002

Reconciliations Manager (July 2000 – Nov 2002)Team Leader - Securities Pricing (Aug 1997 – July 2000)

Westpac Financial Aug 1994 – Aug Portfolio Accountant

Services 1997

WORK HISTORY

September 2015 – Present: Energy Industry Ombudsman SAPosition Held: Training and Development Officer

Responsibilities: Training and Induction for new staff Ongoing training and development of existing staff

Achievements: Developed and delivered a training induction program for Investigations team

September 2015

December 2012 – September 2015: Energy Industry Ombudsman SAPosition Held: Business Analyst

Responsibilities: Business Analysis Quality Assurance Auditing Business Reporting to Key Stakeholders System and Facilities Administration Change Management and System Enhancements

Achievements: Developed a Quality Assurance audit program in June 2014 Induction training for new team members March 2014 Delivered the implementation and transition to new Mitel Telephony System in

March 2014, including training and documentation Delivered the implementation and transition to new Resolve Case Management

System in June 2013, including development of training documentation and training of all staff

Maintenance of the company 'intranet' website including redesign in Jan 2013

December 2009 – December 2012: Energy Industry Ombudsman SAPosition Held: Investigation Officer

Responsibilities: Senior member of a team of ten Investigation Officers Resolution of disputes between energy consumers and energy providers Referral of complaints to and liaison with Scheme member companies Management of case load of up to 140 cases Independent investigation of complaints including written responses

Achievements: Consistent performance against key objective of closure of 95% of cases within 30

days Lead the team for number of complaints taken and closed for the year to date, two

years in a row Developed reporting tools for investigation cases and workload allocation

April 2009 – December 2009: Westpac Banking CorporationPosition Held: Team Leader, Loan Increases

Responsibilities: Frontline leadership of a team of 12-20 staff. Workforce planning & management in maintaining unit service levels &

performance against sales targets. Performance management, coaching & mentoring of all team members.

Achievements: Significant lift in number of team members achieving quarterly sales targets Improvement in Customer Experience results (April 66% to Sept 77%). 100% retention of staff.

April 2008 – April 2009: Origin Energy Position Held: Learning & Development Consultant

Responsibilities: Develop relationships with 10 business units across Adelaide & Melbourne

covering approx. 400 staff. Training Needs Analysis for the above departments Design, develop, facilitate, and evaluate a variety of learning & development

solutions.

Achievements: Facilitation of ‘Green Awareness’ sessions to the Contact Centre. Designed and delivered a team building program including facilitation to Sales

Operations team. Facilitation of ‘Customer Service’ & ‘Managing Difficult Customers’ programs

across various business units. Facilitation of Presentation Skills and Train the Trainer workshops. Facilitation of Sales Training to staff across various business units. Documentation of processes & procedures and development of training materials

for Billing & Credit groups.

April 2006 - April 2008: AGL Retail EnergyPosition Held: Learning & Development Consultant

Responsibilities: Design, develop, facilitate, and evaluate Induction training and assessment for

new colleagues to the Customer Services Centre. Design, develop, facilitate, and evaluate other training. Post-training support & coaching. Observe & coach business trainers to facilitate business process sessions through

the Induction program.

Achievements: Facilitation of 15 induction training programs over a period of 18 months. Facilitation of various Cross Training programs. Post-training support following implementation of the new SAP billing system in

2007-08. Redesign and documentation of all Induction training manuals and training

assessment tools. Facilitation of various training programs to teams across Adelaide, Melbourne &

Canberra.

Observed & coached Business Trainers to facilitate induction & cross training sessions and completed training assessment.

Developed and maintained an 'intranet' website for Contact Centre staff.

July 2005 - March 2006: AGL Retail Energy Position Held: Service Manager

Responsibilities: Accountability for regulated service levels across the Customer Service Centre. Leadership & support for the Team Leader group through the performance

management process (incl. liaison with HR for formal/informal performance discussions & warnings).

Responsibility for and management of the Recruitment & Selection process.

Achievements: Ownership of the high volume Recruitment & Selection process, including liaising

with recruitment agencies, running assessment centres, conducting interviews, and presenting candidates to senior management.

Design & Facilitation of “Unleashing Potential” Leadership Development Program. This program subsequently saw 7 colleagues promoted to leadership roles across the business.

Key Stakeholder for Project team in the initial stages to document processes to be used to deliver new SAP billing system.

Oct 2003 – June 2005: AGL Retail Energy Position Held: Team Leader, Customer Services

Responsibilities: Management and leadership of various teams of Customer Service Centre

Professionals (up to 19 staff), achieving consistent performance against regulated service levels and business key performance indicators.

Performance management and coaching of team members, Review of team performance & reporting to management results against business

objectives & Key Performance Indicators. Escalated customer service enquiries.

Achievements: Team Leader for four (4) different teams from Oct 2003 to June 2005 (incl. two

teams primarily consisting of new recruits). Successfully led teams through organisational change including introduction of

sales targets. Leadership of project team created to manage calls in SA from NSW Gas

customers.

Lead teams that outperformed Contact Centre average performance indicators. Conducted a large number of interviews and assessment centres in order to

recruit new Customer Service Representatives. Management and Leadership of the Correspondence Team in 2005, which included

development of a capacity plan & KPI’s.

March 2003 – Oct 2003: EDS Credit ServicesPosition Held: Team Leader, Progress Draws

Responsibilities: Leadership of a team of 15 staff, incl. performance appraisals, managing the

contact centre shift coverage, & management reporting against Key Performance Indicators.

Achievements: Designed a capacity planning model for the team functions in June 2003. Managed the implementation of Exigen workflow management system into the

group, including training and post-implementation support. Member of project team to transfer responsibility for the call handling functions to

the Call Centre.

July 2000 – Nov 2002: JP Morgan Investor ServicesPosition Held: Reconciliations Manager

Responsibilities: Management and leadership of a group of three teams, Monthly performance appraisals for 6 direct reports including four

Supervisors/Team Leaders, Managing the recruitment & training requirements for the group, Review of team performance & reporting to management results against business

objectives & Key Performance Indicators.

Achievements: Responsibility for recruitment & training of 8 new staff members. Developed a capacity plan for the group, and re-engineered the Management

Reporting System in Sept 02. Managed the group through the implementation of the Smartstream Reconciliation

system, including post-implementation training and support. Development & facilitation of the launch of the JP Morgan Mentoring program.

Aug 1997 – July 2000: BT Portfolio ServicesPosition Held: Team Leader - Securities Pricing

Responsibilities: Leadership of a team of 12 staff, incl. performance appraisals, managing the

recruitment process, & management reporting against Key Performance Indicators.

Achievements: Training & coaching 6 new team members in Sydney & Adelaide from Nov 97,

including planning relocation of the team functions from Sydney to Adelaide. Redrafted job descriptions and procedures manuals, and delivered induction

training to new team members. Key stakeholder in major projects - conversion to Euro currency in Jan 99, Y2K in

Nov 99. Re-engineered team structure in March 2000, which included coaching a new

Team Manager & two new Supervisors/Team Leaders to manage the team.

Aug 1994 - Aug 1997: Westpac Financial ServicesPosition Held: Portfolio Accountant

Responsibilities: Preparation & delivery of month end & yearly reporting to fund managers. Reconciliation of Cash & Security accounts.

Achievements: Training & coaching 2 new team members into Account Reconciliation role.

Prior to Aug 1994: Various Temporary Contract Roles

Courier Driver – Pope Couriers Accounts Clerk – Hannan Print Accounts Clerk – W&B Mastercraft Bookkeeper – Howard Choy & Associates

EDUCATION & TRAINING

Education: Bachelor of Business (Accounting), University of Technology, Sydney, 1996 Graduate Certificate in Applied Finance & Investment, Securities Institute

of Australia, 2000 Certificate IV in Training & Assessment, Archer College, 2009 (incomplete)

Training/Personal Development: Process Mapping and Improvement, University of Adelaide PCE, Nov 2014 Certificate IV in Design (Digital Design), Open Colleges, Feb 2013 (Incomplete) Social Media Marketing for Business, University of Adelaide PCE, June 2012 Web Creation using Microsoft Expression Web, WEA, 2012 Managing Unreasonable Complaint Behaviour, Ombudsman SA, 2011 Advanced Business Writing, University of Adelaide PCE, 2010 Manager as Trainer, Westpac, 2009 Attendance Management, Westpac, 2009 Leading For Learning, Learnaway, 2007 Train Small Groups, EDS, 2003 Behavioural Interviewing Skills, Bankers Trust, 2001 Graduate Certificate in Applied Finance & Investment, Securities Institute of

Australia, 2000 Workplace Trainer Category One, Pollak Partners, 1999

Community: Worked with Bellevue Heights Primary School on their Sustainability project &

entry into Origin Energy’s Energy Savers Awards Member of Governing Council – Bellevue Heights Primary School (2008 to

2011), including lead role on Promotions Committee to coordinate 30th Anniversary celebration March 2009.

Personal Achievements: Trailblazer 100km - 2010, 2011 Adelaide Marathon – 2001, 2006, 2008, 2009 Australian Ironman Triathlon - 2005

REFERENCESSandro CanaleCEO and Ombudsman – Energy and Water Ombudsman SA

Vi NguyenBusiness Manager - Energy and Water Ombudsman SA

Ian SandercockBusiness Consultant and Former Manager - AGL

Mary ArnoldVice Principal - Bellevue Heights Primary School

(Contact details available upon request)