Alan Kirk Email & Phone Number

United Kingdom

• Responsible for overseeing the operational support of JLRs Global Learning Services Team• Managing supplier deliverables against agreed Service Levels and highlighting performance against monthly KPIs• Maintaining relationships with global markets administrators, training managers and senior leadership teams• Attend and where necessary chair supplier engagement and performance reviews• Assist with the Development of cross functional teams to ensure staff competency and delivery against customer requirements

Warwickshire

• Responsible for overseeing the operational support of JLRs Global Learning Management System (Excellence)• Implementation of agreed Service Levels and highlighting performance against monthly KPIs• Maintaining relationships with global markets administrators, training managers and senior leadership teams• Developed User Acceptance Testing and Global Training strategies to support the roll out of future technologies• Attend and where necessary chair supplier engagement and performance reviews• Assist with the Development of cross functional teams to ensure staff competency and delivery against customer requirements

Hinckley

Triumph Motorcycles, the iconic British motorcycle manufacturer, Building around 54,500 bikes per year, Triumph is the largest British motorcycle manufacturer and has over 750 dealers across the worldTriumph currently employs around 2000 personnel worldwide and has subsidiary operations in the UK, America, France, Germany, Spain, Italy, Japan, Sweden, Benelux, Brazil, India, Indonesia and Thailand as well as a network of independent distributors. Triumph has manufacturing facilities in Hinckley, Leicestershire, and Thailand plus CKD facilities in Brazil and India.Triumph has selected Infor as its IT partner to support the business in achieving a major global transformation of its business systems. The Infor suite of software will be used initially to transform Triumph's global motorcycle order to fulfillment process, delivering improved manufacturing agility and enabling Triumph to offer an even greater premium customer experience.Key Accountability• Stakeholder management / engagement • Develop End User Training and Global Learning strategies• Assist with Change Impact analysis • Identify resources needed to support the organisation undergo business transformation and change • Develop and maintain a global Super User network • Manage the production of Training Materials to aid end user adoption (Including but not limited to User Guides, Video Tutorials, eLearning content and quick reference cards) - through the use of content curation tools such as ANCILE uPerfom and Oracles Enterprise Performance Accelerator Kit (EPAK)• Identifying risks and issues associated with change and provide updates to senior management / leadership teams on an ongoing basis • Manage relations with Suppliers (Infor / MSXi / ANCILE / Impetus Automotive)

Rugby And London

Key Accountability • Internal / external stakeholder mapping and engagement • Developed business requirements and achieved sign off from key stakeholders for internal (employee) and external customer training (including but not limited to, Employers, FE Colleges and Work based learning training providers)• Manage process change (including ways of communicating, assessing and evaluating change) • Developing instructional and procedural documentation (Comprehensive guides and video tutorials) • Identifying risks and issues associated with change and provide updates to senior management / leadership teams on an ongoing basis • Budget management and responsibility for external customer training of approx. £450k • Line management and responsibility for the regional training / implementation consultant team(s)Key Achievements • Production of a training strategy to transition (circa) 8,000 customers / 22,000 users from legacy business systems to new technology • Manage the production and ongoing development of comprehensive training materials to support and prepare internal and external customers transition to new business systems• Implementation of effective methods to gather and assess customer feedback / confidence as the basis of continuous customer service improvement• Integration of Pearson’s processes, policies and procedures into existing EDI teams• Manage 4 field based Trainers as well as 4 Account Service Managers – responsible for a total of 34 members of staff across Customer Services dealing with (in excess of) 2,400 customer enquiries per week / 124,000 queries per annum.

Coventry, United Kingdom

Responsible for leading and supporting a dedicated customer support team, acting as the first point of contact for escalations and Key Account communications. Assisted the overseeing, developing, and implementing of effective and efficient operational processes and work disciplines for proper and timely resolution of customer enquiries. Manage the induction, sector specific and professional development programme of workshops. Responsible for the 1st and 2nd line support of our e-learning platforms as well as carrying out user acceptance testing (UAT) of web based services, liaising with offshore development teams in relation future feature enhancements • Day-to-day line management of six customer support advisors • Indirect line management of eight external quality advisors for the delivery of ePortfolio system training (best practice in remote assessment and verification)• Indirect line management of the both the UK Service Delivery & Quality Assurance Managers • Management and coordination of standardisation events for 100+ external verifiers (SVs) • Maintained standardisation records in accordance with regulatory requirements to be used during audits with the Qualifications Curriculum Authority (QCA) as well as the Scottish Qualifications Authority (SQA)

Coventry, United Kingdom

Lead and guided a small team that supported approx.1400 UK approved customers (Training providers) using bespoke administrative and online e-learning services. Designed and delivered high quality training courses for both new and existing customers for software/ systems and upgradesEnsured that all learning interventions include opportunities for user feedback, review and improvementEnsured customer retention by building solid relationships with clients both new and existing - visited customer sites nationwide to assist with technicalanalysis and query resolution

Coventry, United Kingdom

As a member of UK Operations - and specifically part of Service Delivery team - I was responsible for all aspects of programme administration.Main responsibilities and functions included but were not limited to• First point of contact for all UK Approved Training Providers• Maintained accurate student / customer records (Learner registrations and centre claims) in accordance with our regulatory obligations including data collection and reporting• Order fulfillment of candidate packs (exam papers) and distribution of support materials

Coventry, United Kingdom

Main responsibilities included liaising with customers and car dealerships on behalf of the Royal Bank Of Scotland & Godfrey Davis company car drivers - arranging repairs, services and MOTs through the use of epyx - 1link system(s)• Provide customer service over the phone and via email• Communicate with customers regarding vehicle repairs • Monitored service exceptions and highlighted any action required to prevent customer complaints • Contact third parties as required (Dealerships and Breakdown assistance)• Liaised with internal departments regarding product rotation• Ensure fleet maintenance records up to date and any respective action required was highlighted to senior management

Coventry, United Kingdom

• Respond to end user requests regarding desktop issues• Resetting user passwords• Facilitate repairs to faulty hardware including liaising with suppliers/engineers and initiating short term solutions where required.• Deploy new Windows workstations• Ensuring successful daily backup of all the data • To offer proactive end user service in order to minimise downtime• Managing support tickets for business users