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Janice Otsuka
Ewa Beach,Hawaii
Work Preference
Summary
Learning and development specialist with expertise in training program development and classroom facilitation. Proven ability to enhance employee competencies through effective training materials while ensuring compliance with industry regulations. Background in customer service contributes to fostering a positive learning environment.
Overview
24
24
years of professional experience
Work History
Learning and Development Specialist
DNATA
Sydney, NSW
08.2020 - 07.2024
- Developed learning programs to elevate employee competencies
- Facilitated classroom activities to improve student learning outcomes
- Create training materials
- Conducted audits to ensure compliance with regulations
- Subject matter expert
- Customer and Passenger Services agent (2010-2021)
- Service desk/ gate supervisor/ check in agent (China Eastern Airlines, China Southern Airlines, Hainan Airlines, Sichuan Airlines, Xiamen airlines, Latam airlines)
- Arrivals/departures coordinator/supervisor (Dnata airlines specific)
- Dnata Airport Services provides ground handling services, and is Australasia’s premier logistics company. Dnata Airport Services offers a full range of services in all major airports.
- Facilitated workshops to enhance team skills and collaboration.
- Developed learning materials and resources for various training sessions.
- Assessed training needs through surveys and performance reviews.
- Coordinated onboarding processes for new hires across departments.
- Evaluated training effectiveness and gathered participant feedback.
- Collaborated with management to align training with organizational goals.
- Maintained learning management system to track employee progress and certifications.
- Maintained records of all training activities including attendance rosters and evaluation forms.
- Coordinated logistics for classroom-based training events such as facility rental, catering services and audio and visual equipment setup.
- Developed strategies for tracking employee progress in completing required training courses.
- Communicated regularly with stakeholders at all levels within organization about upcoming trainings or changes in policy.
- Managed the Learning Management System including user profiles, course catalogs and reporting functions.
- Provided individual coaching support when needed based on identified areas of improvement.
- Provided technical support for users of the LMS system.
- Collaborated with subject matter experts to create content for e-learning courses.
- Created lesson plans, course materials, job aids, presentations, videos and other resources for learning activities.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Selected and assigned instructors to conduct training.
- Explained goals and expectations required of trainees.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
Airport Customer Service Agent/Shift Supervisor
Dnata
Sydney, NSW
01.2010 - 08.2020
- Provided exceptional customer service to passengers throughout airport terminal.
- Assisted travelers with check-in procedures and baggage handling efficiently.
- Resolved passenger inquiries and complaints with professionalism and empathy.
- Collaborated with airline staff to ensure smooth boarding processes.
- Managed ticketing transactions using airport management systems effectively.
- Guided passengers through security protocols and safety regulations.
- Trained new team members on customer service best practices and operational procedures.
Sales Administrator
Magna Mail
Sydney, NSW
02.2009 - 02.2010
- Meeting specified targets and KPIs
- Ensured accuracy of data entry to maintain high-quality records.
- Ensuring service expectations of members and customers are met in a fast paced environment.
- Managing high volume of information on product, process and industry to ensure responsiveness to members' needs.
- Delivered knowledgeable and up-to-date information to members, enhancing service quality.
- Assist with member account reviews and reconciliations.
- Answer enquiries- by phone, fax, email or mail- promptly, competently and professionally.
- Promoted workplace health and safety awareness among team members.
- A direct marketing mailing company with a focus to provide Risk free home shopping experience in Australia and New Zealand.
Retail Sales Officer
Opal’s Australia
Sydney, NSW
08.2004 - 04.2009
- Advised customers on diverse sales services at Syd Tax and Duty Free, enhancing customer satisfaction.
- Sales advisory and sound knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Sales merchandise demonstrations and care of merchandise to customers.
- Compute sales prices, total purchases and receive and process cash or credit payment.
- Managed stock control and inventory processes, including stock returns, recalls, and stock takes.
- Ticket, arrange and display merchandise to promote sales.
- Cultivated and strengthened relationships with clients and back of house operations to support business objectives.
- Business development & relationship management.
- Providing training and development within team members.
- Liaising with Visual Merchandising.
- Keeping awareness of current industry trends and internal movements.
- Meeting specified targets and KPI’s
- Monitored OH&S compliance in workplace.
- Applied computer skills to streamline administrative processes.
- Reporting to one up manager on weekly basis, one on one’s.
- Alert and recognize security risks and thefts.
Service Administrator
Avant
Sydney, NSW
02.2009 - 02.2009
- Delivered on service expectations for members and customers in a fast-paced environment.
- Balancing the needs of external customers and the needs of the business to achieve service outcomes.
- Delivered service to members by providing accurate and timely information.
- Answered enquiries by phone, fax, email, or mail promptly and professionally.
- Assist with member account reviews and reconciliations.
- Maintain member database and records.
- Managing high volume of information on product, process and industry to ensure responsiveness to members' needs.
- Demonstrated proficiency in various computer applications and software.
- Meeting specified targets and KPIs.
- Adhering to complex compliance and legislative requirements.
- Handling the regular changes and training required to keep up to date.
- Australia’s largest medical defence organisation which aims to build, maintain and add value to relationships with clients.
Bank Teller/Customer Service
National Australia Bank
Sydney, NSW
01.2007 - 11.2008
- Efficiently and effectively providing a variety of financial services to customers while keeping accurate records of all transactions.
- Processing deposit and withdrawal transactions in an accurate manner.
- Supported customers in achieving financial goals through friendly service while identifying sales opportunities.
- Applied knowledge of bank products to effectively refer customers to appropriate platform personnel.
- Operated in fast-paced environment, efficiently addressing customers’ needs and enhancing satisfaction.
- Highly skilled in communication to achieve monthly objectives such as reaching targets of sales.
- Attention to detail and good time management.
- Researching accounts for customers by completing the research request forms and following up when the situation is resolved.
- Processing change orders for commercial customers and filling out the change analysis worksheets.
- Provided support across multiple branch locations to ensure customer service continuity.
- Executed various duties, including problem solving and data entry, to support branch operations.
- International financial services organisation that provides a Comprehensive and integrated range of financial services through their group of business.
Food and Beverage Attendant & crew
Regency Chinese Restaurant
Sydney, NSW
06.2004 - 10.2004
- Promoted understanding of workplace safety standards.
- Met service expectations of customers in a fast-paced environment.
- Checked patrons' identification to ensure that they meet minimum age requirements for the consumption of alcoholic beverages.
- Cash handling and processing customer bills.
- Took orders from patrons for food or beverages.
- Wrote patrons' food orders on order slips, memorized orders for transmittal to kitchen staff.
- Delivered food and drinks to patrons while preparing specialty dishes at tables.
- Provided excellent customer service to enhance patrons' dining experiences.
- A Chinese restaurant inside a RSL club, with a focus to Provide friendly services to the local community.
Assistant
L&S Fashions
Sydney, NSW
09.2002 - 02.2004
- Achieved specified targets and KPIs to support operational goals.
- Stock Control and stock management.
- Promoted workplace safety practices to ensure compliance with OH&S regulations.
- Reporting to one up manager on weekly basis, one on ones.
- Attention to detail and good time management.
- Assisting machine operators.
- Examining products to verify conformance to quality standards.
- Applied identification tags to parts, enhancing accuracy in inventory management.
- Inspected garments and examined repair tags to identify defects, ensuring quality standards were met.
- Makes swimwear Seafolly and Nike.
Receptionist/ Office assistant
Raymond Lee & Co. Solicitors and Attorneys
Sydney, NSW
10.2000 - 12.2002
- Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.
- Welcomed visitors, assessed purpose of visit, and directed or escorted them to appropriate destinations.
- Performing daily administrative support tasks such as proofreading, transcribing handwritten information word processing with legal documents.
- Ensure accurate filing and maintenance of records to support operational efficiency.
- Transmit information or documents to customers, using computer, mail, or facsimile machine as requested.
- Meeting specified targets and KPIs.
- Enhanced occupational health and safety awareness among colleagues through informative sessions.
- Provide legal services both for personal and business purposes.
Education
Certificate III in Aviation (Ground Operations & Service -
Dnata
Sydney International Airport01-2014
Certificate II in Make Up Services -
Tafe NSW
St George Kogarah Campus01-2009
Bachelor of Arts - Major in Psychology
University of Wollongong (Wollongong Campus)
Wollongong01-2006
Certificate IV in Arts -
Wollongong University College – Sydney
Sydney01-2001
School Certificate and Higher School Certificate -
Kingsgrove High School
Sydney, New South Wales01-2000
Skills
- Learning program development
- Instructional design
- Training facilitation
- Compliance auditing
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Outlook
Languages
- English, Fluent Speaking
- Cantonese, Fluent Speaking
- Mandarin, Basic Speaking
Personal Information
- Date of Birth: 12/15/82
- Nationality: Australian
Timeline
Learning and Development Specialist
DNATA
08.2020 - 07.2024
Airport Customer Service Agent/Shift Supervisor
Dnata
01.2010 - 08.2020
Sales Administrator
Magna Mail
02.2009 - 02.2010
Service Administrator
Avant
02.2009 - 02.2009
Bank Teller/Customer Service
National Australia Bank
01.2007 - 11.2008
Retail Sales Officer
Opal’s Australia
08.2004 - 04.2009
Food and Beverage Attendant & crew
Regency Chinese Restaurant
06.2004 - 10.2004
Assistant
L&S Fashions
09.2002 - 02.2004
Receptionist/ Office assistant
Raymond Lee & Co. Solicitors and Attorneys
10.2000 - 12.2002
Certificate III in Aviation (Ground Operations & Service -
Dnata
Certificate II in Make Up Services -
Tafe NSW
Bachelor of Arts - Major in Psychology
University of Wollongong (Wollongong Campus)
Certificate IV in Arts -
Wollongong University College – Sydney
School Certificate and Higher School Certificate -
Kingsgrove High School