Ash Lamming Email & Phone Number

Crawley, West Sussex, Uk

Crawley, West Sussex

Crawley, West Sussex, Uk

London Heathrow

Crawley, West Sussex

Crawley, West Sussex

Crawley Dot Com Store

Thurrock/Purfleet

Contract role within a project team rolling out new systems in stores, warehouses and Head Office; reporting in to the Programme Manager. Responsible for the delivery and evaluation of new till system, process and soft skills training nationally to Store and Assistant Managers; as well as delivering training and running workshops for Head Office staff. Delivering new till system, process and soft skills (customer engagement) training to Store and Assistant Managers Developing and maintaining relationships with stakeholders, key business users and store staff Liaising and working with external developers and training provider Carrying out TNA Running adh-hoc workshops for Head Office staff Documenting and publishing business process maps, and identifying gaps Creating and delivering training for business process map ‘gatekeepers’ Creating online training demos (Adobe Captivate), and updated training documentation Developing test scripts for new system releases Carrying out regression testing for new system releases Writing Functional Specification Requirements for new system requirementsKey Achievements Successful training roll out and transition of store staff to new systems and customer engagement Preparing and communicating business continuity plans for the organisation during the Olympic Games period Development of business analyst skills

Interim role reporting in to the Manager, Learning & Development, with a dotted line into the Regional Sales Manager. Supporting the corporate Learning and Development strategy through the delivery of corporate training solutions across the region and nationally . Creating and publishing the regional training calendar to the Retail teams, and maintaining training records Delivering and updating corporate and local training packages, ensuring they meet the required need and reflect the corporate brand, culture and values Delivering soft skills and developmental courses to store staff Maintaining a training support network to enable the effective delivery of training Evaluating the effectiveness of training delivered and reacting to requirements of the business to adapt and change the people development proposition as necessary Liaising with Area and Regional Sales Managers to provide ad-hoc training / support for specific stores, or whole region Working with HRBP and Area Managers during PDR process, producing TNA, making recommendations as well as developing and supporting the training interventions identified Working alongside NVQ Assessor team, supporting retail staff studying Working alongside the Retail teams to assist in succession planning Delivering corporate developmental programme to Retail, Warehouse and Head Office staff Delivering ad-hoc training for Head Office staffKey Achievements Improving Customer Service survey scores in struggling stores through ad-hoc training and coaching sessions Successful development of regional training and development plan Development of Sponsor Managers to assist with delivery of training plan

 Worked within the Business Change team assisting with the implementation of a new IT solution Carried out TNA to meet project goals and £19M business benefits; and designed and delivered appropriate solutions Communicated and drove training strategy  Liaised with heads of departments and managed relationships with 3rd Party training providers Managed training budget Sourced, developed and managed internal training resource (12 trainers) to support global roll out Met with external training providers to ensure requirements are understood and provided feedback after training delivery Planned and managed the training roll out to all relevant departments (including 3rd Parties) globally; including liaising with training facilities regarding equipment and set up, and travel department to organise flights and accommodation Co-ordinating and leading conference calls, and taking part in ‘webex’ sessionsKey Achievements Successful delivery of 95 courses globally to over 500 staff, over a period of 9 weeks – on schedule and budget

 Delivered Customer Service training courses globally for Airport staff Conducted TNA, updated, delivered and evaluated customer service soft skills courses Reviewed current service processes and making recommendations for improvements Lead and supported management and operational teams with change management  Liaised with external suppliers to develop system interfaces  Created test scripts and test data to enable comprehensive user testing of new systems and interfaces  Managed testing carried out by Quality Assurance team, as well as running and signing off UAT  Created training materials for trainers and end users; such as presentations and manuals Evaluated effectiveness of training courses  Provided subject matter expert support in airport development  Provided front line support during roll out phases of projects, and during bedding in periodKey Achievements Writing and delivering soft skills training courses for launch of new Upper Class Lounge in New York Successful implementation of new systems and processes for high value customers Managing the 3rd Party development of, and writing the scripts for, Airport Services Training’s first E-Learning programme

 Responsible for US Airport Customer Service staff training courses Reviewed and updating existing US training strategy to bring into alignment with the UK Liaised with internal VPs and 3rd Party VPs to assist with change management and smooth transition Supported and coached US Airport Customer Service operations staff and managers Redesigned existing Train The Trainer (TTT) processes and conducted new TTT courses Developed new auditing and monitoring process of 3rd Party Trainers to ensure consistency of delivery and learning Identified training gaps and decided appropriate solutions Reviewing various training courses and making recommendations for continuous improvement Supported, mentored and coached new US Training Specialist to take on training responsibilities and operational support for USKey Achievements Rebuilt damaged relationships with US Ground Handling Agents (GHAs) improving working relationships at operational level Successful role out of Train the Trainer programme for US GHAs, to be adopted globally

 Reviewed current and wrote new procedures for Company and 3rd Party staff globally, to ensure Company policy and legislative requirements were adhered to Worked closely with other departments, including Safety, Security and Government Affairs Made recommendations for compromises where required whilst ensuring all legislative requirements were considered and adhered to Communicated any changes and/or updates to both Company and legislative policies and procedures globally Carried out audits at Virgin stations globally, to ensure that policies and procedures are adhered to, and made recommendations for improvement where necessary Worked with Airport Managers to review their local operating procedures, to ensure they adhere to Company and legislative requirements

 Lead and mentored a team of 8 Delivered induction training – including Microsoft and Oracle applications Handled, investigated and resolved customer concerns and comments over the phone, in person and in writing Took part in working groups to anticipate any customer issues prior to changes in Company or legislative policies  Identified trends and liaised with other departments to assist with making improvements to product, processes and service

French, Spanish, Economics & Politics

Education record