A confident onboarding specialist/group trainer working within an onboarding L&D team of 20 people, I play a vital role within the company, by training groups of 8 to 20 new starters based throughout the UK. During that time I am also their team manager. My core responsibilities are teaching and delivering 32 different modules, including multiple systems training, to ensure that every subject and skill needed has been retained. Another core responsibility is people managing the team, leaving me responsible for scheduling, return to work, and difficult/conversation handling. My rapid problem-solving and dynamic rescheduling skills have also been invaluable. Creating neurodiverse-friendly blended training content Delivering training as an SME in multiple disciplines. Trained over 200 people so far. Organised delivery of specialised training and personalised coaching. Monitored employee progress, offering feedback to management on additional training requirements. Formulated training and development programmes to capture measurable improvements. Dealt with difficult conversations and scenarios as a people managerSelected Achievements & Contributionscreated Edapp e-learning modules which are used in our current onboarding process.Utilised my initiative to recognise an area in need of further support, resulting in my creation of a comprehensive post-training aid, covering every subject taught. I created this to support to ease the transition into teams. And encourage self-serving learning. This also relieved the strain on the respective teams by reducing the need to provide extra support. This had positive effects on the team dealing with personal workload and wait times/general customer service levels expected - beneficial for the entire business as it has been rolled out to the whole company’s operations employees,I have trained internationally out in Bosnia for an outsourcing partner we work with.

After the lockdowns, I moved to Brighton and started a new role with Octopus Energy as an energy specialist. After 4 months in the role, I began my other role in L&D. My role today as a tenured energy specialist has multiple responsibilities. The role requires the ability to provide end-to-end service so I am proficient in every operational area. I have had the opportunity to manage my team and others, as a deputy to my TL and on other teams. I continually upskilled in multiple areas of the business to be able to apply my knowledge to my training. As a result of upskilling, I am a customer happiness manager (Complaints - pro level) also, an Industry issue specialist (pro level) Payment and credit/refunds (pro level) and metering and site works (master level)skills Spotting knowledge gaps within my team and arranging upskilling training Upskilled in handling situations with vulnerable clients and the PSR register Created relevant training content to assist in working under pressure in very high volumes of customer contact, and working to expectations simultaneously Trained to pro level and able to deal with energy ombudsman complaints, complaints handling and de-escalation provided end-to-end service for customers and build positive relationships and immaculate customer service Diagnosed and communicated technical problems to clients at an appropriate level of understanding. Upheld brand values throughout the sales process to differentiate the company from competitors.Selected Achievements & ContributionsWent from a pre-trainer role to a pre-training site lead. Responsibilities for managing the other Brighton pre-training creating weekly schedules and running welcome lunch for the new starters each weekWent from site lead for pre-training to an onboarding training specialist at.

I have worked internationally, and now purely in Brighton. I am a well-established live Drag performer, which may not seem like a job role worth mentioning. However, I have gained solid, and also unique skills which, I believe, you would be hard-pressed to find in another candidate.I can manage any group of people in nearly any mindset, and ensure that my persuasive speaking skills and strong command of a room, guarantee a fantastic experience, facilitated purely by my delivery.My interpersonal skills are as sharp as possible from my over 10 years of experience as a professional in this role. I have the ability to speak to anyone confidently and in a public setting, and also actively recognise people who may have different needs to general society and make sure that they are taken care of in my facilitation and delivery of my craft.

I worked in my own show with a 6 night a week residency out in Marmaris. Many valuable interpersonal skills were built on in this role as well as living on my own in another country and culture.

Worked within a self-contained team working for 5* resorts as an external act. Time management and Teamwork skills were essential as well as professionalism and living and working within a different country

The role began with front-of-house duties and customer service expectations along with menu and product knowledge and full allergen and bar training. Close down and opens were part of my role as I progressed to shift supervisor. Complaint handling and shift running(people managing) were key as well as locking up and arming the security system. After a year and a half, i assumed the assistant manager role. Rota creation based on weekly and monthly budgeting targets from area management, full front-of-house training responsibilities,Opening and closing the restaurant over split shifts and being at the restaurant to receive food and drink deliveries. Ensuring bar, restaurant and kitchen were above Environmental Health standards.Creating a rota based on the monetary allowance for staff hours dictated by the area management.People managing front of house and kitchen staff and providing staff training and interviewing/recruiting

Working as a PPI claims and complaints handler for a banking firm as a contracted position for a few months.The role was extremely process-heavy and regulated, as it was within the financial services industry and was a fast-paced and very high-pressure work environment.I would process and deal with customer complaints and escalations, as well as fully investigate and decide on the outcome of the claim.