Allison Harbor Email & Phone Number

Working within the Train Service Delivery Team as a Information and Customer Experience Manager managing 6 Route Information and Customer Experience Managers.

Southampton/Basingstoke

Responsibilities• Developing and training over 100 customer contact staff on IT systems and procedures working to tight timescales• Designing training to meet the needs of staff at different levels incorporating different learning styles• Working with internal departments to develop training including conflict management, passenger assist and CRM systems• Delivering training and supporting over 100 staff during the COVID 19 pandemic• Managing a newly established quality assurance team establishing a quality frameworks and benchmarks for customer contact centre outputs both written and on the phones• Monitoring, evaluating and giving feedback to over 100 staff on quality processes and training • Working with the Management Team with ensure the smooth running of the customer contact centre• Interviewing prospective candidates for employment within the centreKey Achievements • Establishing a robust training programme for the Customer Contact Centre including an induction programme for all new staff at all levels• Producing high quality training materials in over 30 different procedures within the customer contact centre• Devising and rolling out a new passenger refunds process to the customer contact centre during the COVID 19 pandemic to enable over 37,000 refunds to be completed in under 3 months.• Working with the Institute of Customer Service to establish a Quality Training Mark for all internal customer contact learning and development• Successfully managing a training budget of £60K per annum• Effectively working at a strategic level to deliver the organisations business objectives

London, United Kingdom

- Developing and delivering a large suite of courses to meet the specification of funders and external clients- Assessment of portfolios in line with NCFE requirements- Delivery of training both in custody and in the community - Monitoring progression of learners in order for them to meet their full potential- Evaluation of training programmes acting on both positive and negative feedback- Liaising with partners to organise training events in a timely manor- Working with learners to enable them to have the skills to be able to work and sustain employment- Devising new training programmes to meet the needs the funders/clients/staffing - Promoting the work of Forward Trust Sky within a custodial setting both with presentations and one to one consultations with prisoners and members of staff

Hmp Bronzefield

Managing a production workshop within HMP Bronzefield,including the recruitment of prisoners, training and development, performance management, target setting and working with prisoners to improve their lives upon release

Guildford

Training ManagementDeveloping & continuously improving an innovative training programme including the development of new courses to meet the needs of the clients, budget and financial controls. Marketing of programmes including giving presentations and developing marketing material to meet the needs of the clients. Training/FacilitatingClassroom based training including MS Word, Excel, PowerPoint, Publisher, Outlook, compulsory staff training and safeguarding children training. One to one training sessions on Office applications. Developing and designing staff team building events primarily in communication, working together and motivation techniquesProject ManagementDeveloping and managing the ESF Community Grants project totalling £3.6m including setting budgets, working in partnership with other organisations, developing monitoring & evaluation systems in line with project outcomes and outputs, end of project reportingRecruitmentRecruitment of new employees from initial request for new staff to induction including monitoring of requests for applications, sending out appropriate paperwork, short listing, participating in interview panels, giving feedback to unsuccessful candidates, sending out of contractual paperwork and delivering training were necessary in line with the induction process.People ManagementLine Managing a team of 4 employees and contractually managing a bank of 21 freelance trainers, monitoring and evaluating performance against SMART objectives. Undertaking regular supervision with member of staff. Working with other staff members through difficult and changing times. Coaching and mentoring volunteersHuman ResourcesDeveloping new short listing system for recruitment. Updating policies and procedures in line with Government Legislation and disseminating the information to all staff. Development of employee 'star of the moment' award. Developing training plans for individual employees in line with annual appraisals.

Nigeria

Teaching typing, computer appreciation and secretarial skills in a further education college of students (over 18's). Development of curriculum and courses in Office applications including MS Word, Excel and PowerPointDevelopment WorkWorking with the college and funders to develop the first IT suite at the college, including assessing need and logistical difficulties, writing funding applications, budgeting and financial control.

General secretarial duties for sales negotiators and sales directors. Induction training and on going training for the secretarial staff. Taking minutes of meetingsSome sales and negotiating of property sales

General secretaries duties for financial accountant and finance staff, typing general correspondence, accounts and financial documents

General office duties for a number of architects including typing correspondence and arranging meetings.

Level 4 Certificate, Internal Quality Assurance, Level 4

TAQA Level 4 Certificate in Leading the Interal Quality Assurance Process

Cipd Certificate, Hr Practice

Nvq Level 4, Learning & Development

Cipd Certificate, Training Practice