Managing a caseload of learners for Higher Apprenticeships in Project Management and Business Administration delivering high quality work based learning through training assessment to meet all requirements for the Awarding Bodies and Welsh Government, leading to achievement of the learners Apprenticeship qualification.

• Servicing Advance and Premier Bank customers• Building excellent customer relationships by listening and supporting them with products and services that truly suit their needs

•Design and deliver full cycle training and development solutions for a new service provider enterprise.•Developed initial contact centre setup with the implementation of increasing Front Line personnel to over 500 within the first six months of operationKey Responsibilities•Analyse development needs of Front Line and Team Management development, to design, promote and deliver a training curriculum.•Develop training aids to include training handbooks, demonstration models, multi media visual aids, computer tutorials and reference works.•Work in conjunction with operation management to co-ordinate development initiatives to support high potential and succession plans for company campaigns.•Evaluate effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods.•To manage training budget.•To recruit and develop Training team to coach and develop and implement training initiatives.

•Chwarae Teg (Fair Play) is a leading professional agency for the economic development of women in Wales. They have over 20 years’ experience and are partly funded by the Welsh Assembly Government and European Social Funding for the Convergence areas of Wales.•I delivered, facilitated and evaluated the Institute of leadership and Management (ILM) accredited Ascent Development programme to effectively support women and business in south Wales.Key Achievements•Delivered a range of project training programmes, including all accredited, quality management and internal verification requirements for the Leadership &Team Skills programme to over 90 women during the final year of the Agile Nation project.•Provided support, advice and guidance to each participant throughout the learning and assessment process.•Completed all administrative functions which included maintaining learner and project records, all processes and procedures directly associated with the role and project•Contributed to the business development, marketing and public relations associated with delivery and participant engagement.•Supported the development and continuous improvement of a range of project training programmes, which included: Equality & Diversity, Modern Working Practices, NLP, Coaching & Mentoring, Confidence & Assertiveness

• Overall accountability for resource planning across the IS department, by planning resource requirements in advance of projects.• Managing the demand between operations and projects, whilst providing a route for conflicts to be resolved.• Follow financial controls on a monthly basis to monitor the IS Management budget and individual project budgets, and provide steer and escalation when appropriate. Leading and building a team(s) of specialists, managed in either line or matrix:• Leading the project support team by providing clear direction, line management for team member and ensuring the team adds value to Oxfam by contributing to the organisational, divisional and team objectives.• Providing support and coaching on project management issues, improving project performance by focusing on quality, time, cost, risk and benefits. • Acting as a single point of contact for all projects and teams and providing coaching and support to ensure project performance is accelerated by focusing on quality.

• Managing full cycle compliant based training and development. Spent three years within soft skills; FSA compliance; technical development and induction programme training for front-line sales and customer service personnel handling personal loans and car finance. Seven years as a training consultant concentrating on all design, delivery and evaluation on bespoke learning and development areas for 1500 employees including Front Line Management located in Cardiff, Edinburgh and London. • Involved with project management of various company integration programmes which included a new telephony platform; new business streams and a vocal power programme.Key Achievements• Recommended by senior management at Lloyds TSB and short listed with six businesses across Wales for an award. Welsh Contact Centre Forum trainer/coach of the year 2011. Awarded for the design and delivery of the NLP Leadership Development Programme for Team Managers. Programme enhanced leadership performance across communications, self-awareness and accessing skill diversity within teams.• Achieved NLP Master Practitioner in 2011. Produced a business case and presented a vision to use it effectively in the workplace, to the Head of Operations at Lloyds TSB. Rolled out the pilot programme across two areas, and received positive feedback from management as it is enabling them to achieve a Top 10 position for the top 50 UK Call Centres providing excellent customer service.• Managed an innovative, vocal power project completed on Kirkpatrick’s Level 3 evaluation. Used Excel analysis to establish KPIs before and ascertained the return on investment (ROI). This showed an increase in delegates’ quality and availability and a growth in income of £15K net.

•Spent a year as a training officer and two as a consultant, providing full cycle training development and support for a large call centre operation with over 2,500 front-line advisors.Key Achievements•Managed a number of innovative customer service, improvement initiatives.•Developed, over six months, a telephone communication programme that simulated live calls and enabled coaching through recording and playback. Also delivered a new complaint-handling course that met FSA regulations. Both initiatives improved customer service and maximised customer retention, therefore providing ROI

•Managed full cycle training for the Insurance sector providing services to 300 personnel within the Swansea office.Key Achievements•Delivered ‘hands-on’ induction programmes to 300 employees over two years and across sales, customer services and complaint management. Received positive management feedback and provided advice to the recruitment and selection process for the calibre of professional required. Resulted in low attrition and with individuals still in situ today.