Anthony Overton (Assoc Cipd) Email & Phone Number

Lincoln, England, United Kingdom

Newark, England, United Kingdom

Continuation of previous role after a restructure. Concentrating on Technical Training but expanding remit to cover other areas of the business and support the delivery of training programs to over 6000 colleagues across the country. Managing training in all previous technical areas with new responsibilities covering H&S, Compliance, MHE, First Aid and White Goods appliances. Working with stakeholders, senior leaders, external providers and SME’s to review, design, present and implement training solutions with pre- and post-deployment analysis ensuring ROI, cost effectiveness and adding value to the business whilst aligning to operational and strategic plans. The continuous learning cycle is a key part of a program’s success. Utilising blended learning solutions and LMS platforms where appropriate.The training we deliver has helped the company move into the top 10% of global business for colleague engagement in 2023.Working with the operation to ensure we meet ISO 9001 and 14001 standards and manufacturer accreditations. This involves working with auditors and external providers to ensure compliance and standards are met. 100% pass rate of all audits with no non-compliances raised. Leading delivery of training and the Internal Quality Assurance (IQA) checks to ensure compliance for professional award body accredited training programs we deliver for Qualsafe, IPC (610-H, J-STD, 7711), RITB, Pristine, Draeger & manufacturer approved training programs for warranty repairs across all core brands.Working with the local College to deliver Apprenticeship programs and a unique College Partnership Scheme which enables students to work at Currys for two days whilst still studying at college. This became a major feeder program for our Technical Apprenticeship program and successful won a Princess Royal Training Award in 2020. I managed the application and represented the company to win this prestigious training award.

Newark, England, United Kingdom

Managing a Training Team responsible for delivery of product repair training to 1300 colleagues across core electrical categories (TV, Laptop, Desktop, Mobile, Apple & Data Rescue) at the Newark Customer Repair Centre. Managing manufacturer approved training and externally provided training for technical and soft skills for colleagues and managers. Combined this with managing a team of Product Researchers who are the highest level of technical support and main manufacturer liaisons for escalating issues. Building relationships between the two teams to work in harmony to achieve business goals and objectives. This new partnership worked by researching and developing new projects and initiatives and seamlessly delivering the training in a proactive manor.Other responsibilities included working with third parties and manufacturer suppliers to be the main point of contact for technical issues and training development.I successfully lead new project management initiatives researching and developing new resources to increase productivity and reduce turnaround time whilst reducing costs.I introduced a new standardised system that simplified a very complicated computer recovery process into an efficient and time saving process that reduced product turnaround time, increased productivity, and improved customer NPS. Worked with an external supplier to introduce a state of art mobile 5G RF testing solution that was implemented in the Repair Centre and the In-Store Repair Clinics. Worked with the financial departments and IT support teams to ensure it met company requirements. Due to the success of this project the solution became the standard recommended equipment by Samsung Mobile to all repair centres across Europe. This system streamlined the testing process, reduced repeat repairs, decreased operational headcount, increased throughput, and colleague’s productivity. Creating a significant cost saving to the business as well as future proofing a department.

Newark, England, United Kingdom

Managed two different teams split across five product categories (TV's, Notebooks, Tablets, Desktop PCs and Apple devices) exceeding 70 colleagues at one point. Started by setting up and managing the Quality Assurance Team of twenty colleagues who tested customer repaired units using a standardised process I introduced. The focus was on reducing repeat repairs, improving customer satisfaction (NPS) and created manageable objectives for my team. I was a key member of the transition project team that integrated two workshops into one when Dixons and Carphone merged. I interviewed new recruits and facilitated in the creation of new manufacturer approved ESD compliant Mobile Repair Lab. I was responsible for communicating with manufacturers and suppliers to find the best equipment to create a class leading repair centre.This progressed onto setting up and managing the Mobile Quality Control Team who tested customer and stock mobile devices after repair. This included RF testing and data wiping units to government standards. I incorporated individual training to the colleague’s daily tasks which helped them develop their own careers and progression through the company.

Newark, England, United Kingdom

Full time second level support for repairing customer notebook PCs. Specialising in high priority CEO customer escalations. One of only six with this responsibility in a workforce of over five hundred.

Newark, England, United Kingdom

Repairing customer notebook PCs and second level support to my team.

Mansfield, England, United Kingdom

Repairing customers notebook PCs. Using diagnostics tools to fault find and repair units. I had the second highest first time fix rate and one of the lowest repeat rates. Became a Toshiba Certified Repair Technician authorised to repair in warranty units.

Nottingham, England, United Kingdom

Diagnosing and fault finding customer electrical items and booking repair visits and unit pickups

Nottingham, England, United Kingdom

Diagnosing and fault finding customer electrical items and booking repair visits and unit pickups

Cipd Learning & Development, Level 5

Completed via Reed Learning (formally Watson Martin)

Higher National Diploma, Electrical And Electronics Engineering

Improving Operational Performance (Business Improvement Techniques), Intermediate Level Apprenticeship