Joined the Customer Experience team to design, deliver and evaluate CRM system, process and customer service training.

My passions are designing and delivering unique and memorable training that help people and teams develop and build capability.Hemingway Learning provides learning solutions for people and teams, at work and at home. Solutions that are based on needs, meet agreed outcomes and are focused on raising performance and capability.I'm enjoying my 15th year of being involved with training and coaching and looking to the future. Complete Training Cycle ConsultancyManagement DevelopmentContinuous Improvement Coach/TrainerContact Centre & Customer Service Trainer Practical Problem SolvingProcess ImprovementChange ManagementPersonal and Performance CoachExcellent team builder and developer

Lean implementation, training and coaching. Establishing and embedding Lean leadership thinking, visual management, standardised work, TPM and OEE through value stream mapping and 90 day planning. Engaging all levels through a bottom-up approach

I completed a CI module as a part of the ILM course and it was here I was introduced to the concept of continuous improvement. It took a bit of time, but in July 2012 the penny dropped. CI is not about long, black belt projects that take weeks and end with implementation. Its about creating an environment of stability and potential growth, allowing teams to generate improvements against recognised standards and the day to day, incremental benefits for the value stream they produce. Common sense and customer focused.

Operational management of a team of professional trainers, producing training in line with regulatory and business area requirements. Focus on coaching for their development the management of their performance. Designed and implemented trainer skills matrices to provide trainers direction for personal development. Formalised the observational feedback process for training delivery. Experience in the development, coaching and training of sales professionals to deliver compliance measures set out by the regulator. Developed a continuous coaching strategy for team managers to employ with their field teams. Headed up the design and delivery of team manager development training, including active management techniques and coaching skills

Consultant to executive complaints team in order to engage key stakeholders and ensure internal team is the preferred supplier. Skills matrix management as a needs analysis tool across the whole department of 80 staff. Proven experience in the design of management development programmes, soft skills and system training, using a variety of blended techniques, accelerated learning, e-learning, coaching and mentoring. All ensuring learning styles and learning barriers are recognised and acknowledged. Introduced call handling standards and advanced customer service training to reduce disputed debt. Thorough evaluation performed applying the Kirkpatrick model. Managed and supported the delivery of local change initiatives resulting in a saving of £625,000 per year to the business

Delivery of current in house course catalogue including induction training, systems and process training, change and customer service training. Grounded experience in an operational, business training and development team, as a training deliverer, has given unique, in depth knowledge and expertise in the implementation of training solutions. Experienced in up front diagnostics to gauge audience styles and get the best results in group work, through new starter induction training, cross-functional awareness presentations and one to one coaching. A natural style brings confidence, sincere and open rapport building, interpersonal skills and excellent communication skills at any level

Did loads of stuff in the Army but my last 2 years was as a regimental communications instructor whcih gave me a taste for training on a very different scale