CLAIRE TONON

Learning Lead and service professional, holding dual responsibility for designing and delivering bespoke customer experiences
while developing organisational capability across frontline and operational teams in complex service environments.

Recognised for creating practical, purpose-driven learning solutions that build confidence, consistency and performance through
strong learning needs analysis, multimodal program design, stakeholder collaboration and continuous improvement.

Hands-on in the delivery of bespoke customer experiences, modelling service excellence,
clear communication and decision-making in real-world, customer-facing environments.

Approach

Lead by example, modelling values, behaviours and respectful communication

Promote knowledge sharing and a collaborative learning culture

Design learning that empowers people to take ownership of their own development

Maintain a strong commitment to supporting people to perform at their best in complex, real-world settings

Voyager Estate

Margaret River, Western Australia

Sommelier

August 2011 to present

Delivered learning and capability programs to 300+ staff across frontline, production and operational support functions.
Designed, implemented, and personally hosted a wide range of cellar door and restaurant experiences.
Developed and delivered multimodal learning solutions - facilitated workshops, experiential learning, structured reference materials, digital resources and customised on-the-job coaching.
Conducted learning needs analysis, partnering with leaders and subject-matter experts to identify capability gaps.
Evaluated learning effectiveness through feedback, observation and performance outcomes, iterating programs to improve relevance, engagement, and impact over time.
Identified and recommended opportunities for systems and process improvement to support service delivery, consistency and scalability during periods of organisational change.

Bisol Desiderio & Figli

Valdobbiadene, Treviso, Italy

Hospitality Manager

July 2006 to July 2011

Managed cellar door operations, customer service delivery and inventory control.
Designed and delivered tourism experiences and events to attract and retain visitors.
Managed website content, translation and promotional collateral.
Developed and maintained customer databases to support targeted communication.

The North Face

Cornuda, Treviso, Italy

Marketing Coordinator

June 2004 to June 2006

Supported Public Relations and Sponsorship Managers coordinate and execute marketing initiatives.
Maintained website content and supported the creation of marketing collateral.
Coordinated product logistics for events, athlete sponsorships and media activity.