LANA TRAN

Organisational Change Management

Learning and Development

Enthusiastic about leveraging my expertise and passion in change ​management and digital learning to drive excellent customer service ​and successful adoption of new processes and technologies.

About Me

Highly skilled Change Manager with experience in ​implementing successful change projects. Focused on ​effective stakeholder engagement to mitigate change ​resistance and achieve stakeholder support. Post-​graduate studies completed in delivering organisational ​change management.


Proven experience in adult learning and instructional ​design, developing end-to-end learning journeys ​facilitated across 3 countries. Delivered training ​materials supporting both synchronous and ​asynchronous learning, measuring learning effectives ​through the addition of assessment tasks. Completed ​post-graduate studies in instructional design, teaching ​and learning through new and emerging technology.

My Top 5 CliftonStrengths are:


  • Adaptability - Ability to quickly change and respond and a ​willingness to follow the lead of change.
  • Maximiser - A commitment to excellence and a focus on ​strengths in self and others.
  • Emphathy - An awareness of the needs, unvoiced questions, ​and emotions of others.
  • Learner - A desire for continuous improvement and courage ​when venturing into the unknown.
  • Relator - Solid, genuine, and mutually rewarding relationships ​that fosters trust and achieve goals.

Relevant ​Experience

2022

Change & Implementation Analyst | Customer Protection

Australia New Zealand Bank

Change Management Deliverables

  • Developed, managed, and documented change initiatives impacting Customer ​Protection.
  • Completed the capability build for multiple teams to the Philippines and India.
  • Designed and implemented a customer centric contact strategy in Scam Assist to ​improve customer experience.
  • Liaised with Legal to review and update customer correspondence to support ​customers requiring extra care.
  • Implemented case management and ownership strategy to optimise the ​investigation process and provide personalised support.
  • Implemented a new PEGA workflow tool to improve case management and create ​future automation opportunities.
  • Drove impact and risks assessments for all change initiatives.
  • Developed learning materials to drive successful adoption of change, including ​process documentation, training materials, and resources for leaders and impacted ​employees.
  • Created a communications framework; established a business engagement ​strategy for most frequent stakeholders including retail, business, and commercial ​teams.

Learning & Capability Deliverables

  • Designed, developed, and implemented an end-to-end learning experience and ​training materials for Scam Assist and the newly established Inbound Fraud ​Investigation team in 2023. Built capability in the Philippines and India in 2013-​2024, applying design principles applied to accommodate different learning ​environments and cultures.
  • Developed and facilitated training for a new workflow tool to multiple teams ​internationally.
  • Established and managed a SharePoint Online site that acts as a Learning ​Management System, where users can proactively learn new processes.
  • Mentored and supported Customer Protection Coaches on instructional design and ​procedure writing principles.
  • Raised scam education alongside NASC for the yearly Scam Awareness Week ​campaigns and at the ANZ Annual General Meetings.

2020

Change & Comms Analyst | Financial Crime Remediation

National Australia Bank

  • Discovered and designed change to multiple projects; defined and engaged ​stakeholders to raise awareness to understand and effectively articulate their ​impacts.
  • Participated in change impact assessments, with focus on identifying change ​activities, preparing a communication plan, and building organisational readiness.
  • Effectively planned and communicated change across a stakeholder audience, ​from awareness to final communication to Bankers and Business Units.
  • Managed the project’s internal communications program for over 200 people.
  • Contributed to writing external customer communications including letters, digital ​mobile app messages, and online websites for a population of <100,000 customers.
  • Developed and maintained an intranet content management system (SharePoint) to ​support, educate, and communicate information based on banker complaints.

2020

Analyst | Financial Crime Remediation

National Australia Bank

  • Performed various KYC activities including investigation and assessment of ​existing customers to ensure it meets all appropriate policies and regulatory ​obligations.
  • Facilitated deregistered entity training, developed support resources, provided ​ongoing support throughout remediation journey, and responsible for carrying out ​quality control and necessary checks.

2018

Advisor | Service Delivery

National Australia Bank

  • First point of contact, effectively and accurately processed Internet Banking, ​unsecured credit, and mortgage specific request including discharges, repayments ​reviews, direct debits, interest calculations.
  • Maintained records of all customer conversations on the contact center CRM ​system.
  • Provided excellent customer experience whilst managing difficult customer ​conversations and objection handling.

Education

Graduate Certificate in Digital Learning and Teaching​

Victoria University

2​0​23


How to apply digital instruction design and development theor​ies

to create effective online learning activities and conte​n​t.


Graduated with High Distinctio​ns.

Graduate Certificate in Ch​ange Management

Victoria University

2022


How to navigate ambiguity to successfully lead change as an

interactive and innovative process, rather than a reactive process.


Graduated with 4 Certificates of Academic Excellence.​

Ba​chelor of Business (Financial Planning)

RMIT University

2019​

Skills & ​Proficiencies

Professional Skills


Organisational change management



Instructional design principles



Change communications



Stakeholder engagement



Procedure documentation



Project management



Training, facilitation, and assessment


Tools


Microsoft PowerPoint



MS Office



SharePoint content management



SharePoint content design



Confluence



Jira



Articulate Rise


Some work I’m proud to share

Lined Wireframe Landscape Frame

A review of the LinkedIn Learning ​course 'Avoiding Phishing Scams' ​was completed. Affordances of ​digital online learning was ​identified.


Suggestions were provided to ​better measure learning ​effectiveness and promote ​learner engagement through ​active learning components.

Lined Wireframe Landscape Frame

Following the suggestions ​provided in the assignment ​'Review of an Online Course', a ​new course titled 'Staying safe ​from scams' was developed. An ​analysis into the scam ​environment and learner was ​conducted and accommodations ​required were identified.

Lined Wireframe Landscape Frame

Created a short asynchronous ​course on Articulate Rise ​educating learners on the scam ​environment in Australia, the ​different types of scams, and ​ways to stay safe from scams.


The course is focused on ​embedding learning through ​interactive objects such as ​videos, accordion menus, hotspot ​activites and more.


Lined Wireframe Landscape Frame

Developed a storyboard on Miro ​to map out the core elements of a ​course promoting education ​about scams and staying safe ​from scams.


Design challenges were ​addressed, developer notes ​created for developement on ​Articulate Rise, and interactive ​tools and activities were ​highlighted.


Lined Wireframe Landscape Frame

Meet scamsafeBOT!


Developed a chatbot prot​otype for financial institutions a​nd organisations to educate​ stakeh​o​l​ders about scams.