Andy Mccoll Email & Phone Number

Bournemouth, England, United Kingdom

Wareham, England, United Kingdom

• Partnering with Customer Engagement Managers (CEM), Head of Support and Chief Operating Officer (COO) to align and spearhead continual process enhancements for multi-site UK and overseas clients• Driving the optimisation of client relationships and operational efficiency through new and ongoing projects• Overseeing client relations management, communications and expectations including conducting product gap analysis, project progress reviews, and scoping of new feature requests for new and existing customers• Researching and interpreting new legislation, updating teams and creating updated internal documentation• Delivering internal best practice training methods to Support and CEM team members• Reviewing Statement of Work (SOW) documents created by CEM prior to presentation to customer• Managing quality control of tasks in Jira and Monday project management tools• Providing updates and accurate records to track project progress as required by the COO• Facilitating task scheduling meetings with CEM and Development teams to action customer requests within SLAs, adhering to prescribed business case and meeting the needs of the wider business• Leading weekly CEM team meetings in the absence of COO, ensuring actionable and measurable outcomesKey highlights: Introduced and rolled out various tools including an RACI Matrix to the Customer Engagement Management (CEM) team alongside the COO Created and delivered an internal Time Management Skills course and implemented department-wide best practices and time management tools Introduced Project Risk Registers, Project Initiation Documents (PID), defined User Acceptance Testing (UAT) durations, and standardised processes with formal phasing milestones, improving overall turnaround time Turned around a highly frustrated prestigious client submitting numerous change requests by conducting a thorough review and implementing remediations including a CMS to improve lead-times and restore trust

Poole, England, United Kingdom

Delivering multiple implementation projects simultaneously to clients in the education sector across UK, Far East, Middle East, Americas and Asia, ensuring full client buy in, high levels of service, and full implementation against KPIs and objectives.Supporting the transition from existing systems to iSAMS within the timeframes and resources agreed, while engaging client buy in and planning implementation projects including milestones and objectives. Collaborating with Implementation staff and other teams at iSAMS to ensure successful delivery. Dealing with client issues and data, including negotiating resolutions and managing client expectations through ongoing communication, client reassurance and handling different personalities. Maintaining ongoing progress by managing clients and tasks against the plan, adapting as appropriate. Signposting clients to further support resources and information following system handover. Sharing knowledge and feedback within the team to drive process improvements and best practice.

Worldwide

Consulting with independent/academy school sector clients to define system needs, existing processes and training schedules to configure and implement best practice use of the iSAMS school management information system (MIS). Produce and deliver user training to senior management, teachers and support staff in group and 1-2-1 sessions onsite and online to schools in the UK and worldwide including UAE and the Far East.Managing a variety of expectations, personalities, level of understanding and buy-in of each end user in training sessions. Contribute to project management and successful rollout and integration of iSAMS to clients within deadline. Collating client feedback and collaborating with support/development teams on improvements. Training trainers, new starters and peers on processes, system functionality and latest developments. Producing or adapting supporting training documentation for internal and external users. Undertaking continual learning of new features and championing knowledge sharing and best practice. The requirements of each client are unique and the ability to adapt how approach each session is paramount.

United Kingdom

Full scripting, production, presentation and social media management of the Ideas in Education podcast, issued fortnightly exploring issues, trends and opportunities in UK pre-18 education. Each episode is available on the following platforms: SoundCloud - https://soundcloud.com/ideas-in-educationiTunes - https://itunes.apple.com/gb/podcast/ideas-in-education/id969042903?mt=2Stitcher - http://www.stitcher.com/podcast/ideas-in-education?refid=stpr

Bournemouth, United Kingdom

- A client facing role showcasing the UK's leading classroom tool for tracking and monitoring homework to school Senior Leadership Teams - Field based training delivery introducing teachers to the company, creating an atmosphere of trust while explaining features of the software and how users (teachers, students and parents) will benefit - Developing relationships with key contacts at client schools - Sole responsibility for social media, production and presentation of the Ideas in Education podcast (Twitter/Facebook) - Hosting 'How To' and Q&A Webinar events - Scripting, recording and producing user tutorial videos - Blog writing

London, United Kingdom

- High profile position helping to ‘Keep Britain Moving’ during the demanding breakfast/mid-morning commute - Maintaining the reputation of LBC (UK) and XFM Manchester with high quality, reliable and engaging content - Trained Fire Marshal at Global Radio, responsible for leading the sound and timely evacuation of 100 staff - Leading regular demonstrations on Travel team activities to dignitaries, work placement students, school children and potential advertising clients to raise interest, awareness and funding for the businessHighlights: - Actively promoting a culture of knowledge building and sharing, focusing on learning and best practice within LBC - Creating training documentation and delivering staff training/demonstrations on TfL’s new digital camera system - Instrumental in training the Travel team how to use Twitter effectively to drive traffic to the LBC website - Contributed to the increase in listeners from 1,149,000 (Dec 11) to 1,333,000 (Sep 13), achieving the highest in-car listening figures registered in LBC's 40 year history (RAJAR)

Multiple Sites Across England

- Managed the day-to-day editorial and broadcast output, ensuring Service Level Agreements (SLA's) were met - Led the development of 2 remote staff and 5 sub-contracted reporters in offices across the country - Monitored data and improved quality control, responding and resolving listener comments / enquiries / complaints - Managed performance, assessed existing working practices, and promoted company vision and values to staff - Engaged staff and promoted a culture of 'human, helpful and active' broadcasting through knowledge sharing - Devised and delivered a variety of training programmes to different teams on systems, process and best practice - Coached staff in group and 1-2-1 sessions at regional sites to improve reporting and broadcasting skill setsHighlights: - Managed resistance and culture shock to changes through retraining, empowerment and diplomatic feedback - Led the transformation of an inherited poor service into a fully engaging, high quality and up-to-date brand - Project managed a pilot Twitter service for TfL, resulting in the full launch of their own Twitter travel news feed - Actively involved in listener market research, speaking to the public on a group and individual basis

London, England Metropolitan Area

- Monitored data/camera feeds to script and broadcast reports every 15 minutes, employed on an ad-hoc basis

Reading, United Kingdom

- Actively involved in the launch of the new 'Travel you Trust' service, acting as ambassador for the brand - Presented a number of programmes including the weekday ‘Drivetime’ and ‘Early Breakfast’ shows - Delivered staff training to enhance output and brand vision, after identifying areas of improvement and training Highlights: - Led training workshops at outside broadcast events aimed at 16 – 24 year olds with an interest in broadcasting - Delivered regular traffic reporting training sessions to maximise reporting techniques across 39 regional stations - Led public engagement initiatives, and increased listener numbers from 106k to 137k in 9 months (RAJAR)

Guildford, United Kingdom

- ‘Drive’ show presenter (4- 7pm) for BBC Southern Counties, and covered Bank Holiday shows for BBC Radio Kent.

London, United Kingdom

LBC News 1152AM, LBC 97.3FM, Heart 106.2 and The Arrow (DAB Digital Radio).After LBC and News Direct were sold to the Chrysalis Group in autumn of 2002, my responsibilities grew as I became Coordinator for an enlarged travel team. I was one of a few lead intranet users in the newsroom having undergone training to help train fellow journalists. I also used a content management system to write and update public pages of the Heart 106.2 and LBC websites. In November 2004, I reported from close to the scene of the Ufton Nervet rail crash in Berkshire, filing live and pre-recorded voice reports to LBC News 1152AM. Also on-air following the 7/7 terror attack in London.

London, United Kingdom

I was approached by ITN to be a reporter for the newly launched in-house Travel on the Ones service on ITN News Direct 97.3FM. Initially based out of their Grays Inn Road headquarters, I was responsible for researching and reporting timely travel news to London and South East every 10 minutes. I was also responsible for directing roving motorbike reporters on the Honda Highway Patrol sending them to key incidents and priming them for live on the scene on-air reports, sometimes at a moments noticed. Deadlines were tight and as the station's USP, it was vital for us to always sound on the ball, in touch with current events and cohesive with the rest of the output. I covered a number of major events which included the impact on London’s transport network after the 9/11 US terror attacks, the May Day 2002 riots in central London, and numerous train derailments. From late 2001, I was promoted to the position of Travel Centre Coordinator after the Travel Editor left. I believed so much in the product and the department that I wanted to keep the brand in-house and I took on a managerial role while receiving no extra financial reward. In 2002, my work as a reporter was profiled the travel news section of Janet Trewin’s book ‘Presenting on TV and Radio: An Insider’ Guide.’

Romford, United Kingdom

Stanmore, Middlesex

Folkestone, Kent

London, United Kingdom

Centrepoint Building, London