Catherine Bennet Email & Phone Number

Wallasey, Gb

Merseyside, England, United Kingdom

Effectively guiding and empowering 35 civil service learners through Level 3 apprenticeship qualifications, in ‘Customer Service Specialist’, ‘Business Administrator’ and ‘Public Services Operational Delivery Officer’. Assisting learners in setting clear and achievable academic goals, both short-term and long-term. Providing individualized support tailored to the unique needs and learning styles of each learner. Teaching effective study strategies, time management techniques, and organizational skills to enhance learning efficiency and productivity. Conducting assessments or evaluations to identify learners' strengths, weaknesses, and areas for improvement. Invigilating official Level 2 and Level 3 exams in accordance with JCQ Guidelines. To date my learners have passed 100% Inspiring and motivating learners to overcome challenges, build self-confidence, and develop a positive mindset towards learning. Assisting learners in developing problem-solving skills and critical thinking abilities to tackle academic obstacles. Facilitating effective communication between learners, teachers, parents, and other relevant stakeholders to ensure a supportive learning environment. Connecting learners with appropriate learning resources, such as online materials, methodologies and models and academic support programs.  Monitoring Progress: Tracking learners' progress, assessing their academic performance, and providing feedback to help them stay on track and make necessary adjustments. Encouraging personal growth and fostering the development of important life skills, such as resilience, adaptability, and self-reflection. Advocating for learners' needs and ensuring equitable access to educational opportunities. I have supported numerous learners with additional learning needs, e.g. Dyslexia and Dyscalculia.

Skelmersdale, England, United Kingdom

 Effectively leading, coaching and managing many teams of Customer Service Advisors in groups of up to 14, with communication skills to cater to diverse backgrounds, ages, skill level and personality type. Recognised success and challenged/managed inappropriate behaviours via the DC&G policy guidelines.  Analysed team ‘customer’ statistics daily enhancing team performance in line with KPIs  Creating a wide network of stakeholder contacts both inside and outside of department and organisation.  Directly resolving numerous customer issues successfully when management escalation required.  Coaching and Leading my team to improve customer interaction - Recognised for highest customer satisfaction on Trust Pilot in consecutive months.  Managing absence and medical issues on an individual level – increasing wellbeing and attendance, liaising with HR and Occupational Health to ensure all avenues of support covered

Liverpool, United Kingdom

Growing knowledge, skill and attitude of ‘new to bank’ colleagues for the first 6 months of their career.Coaching my team to be the best and most customer focused that they can be – recognising success and challenging/managing inappropriate behaviours via the DC&G policy guidelinesExpertise in facilitating workshops, team meetings and coaching individually – increasing colleague knowledge and skill, and in turn improving customer experience, resulting in NPS +80 for my team 2018 (highest in department)Managing absence and medical issues on an individual level – increasing wellbeing and attendance, liaising with HR and Occupational Health to ensure all avenues of support covered.Successfully coached and managed team members through to promotion – 6 team members promoted in 1 year.Analysing team 'Customer' statistics daily enhancing team performance in line with KPIs'Customer Champ', working with teams and individuals to improve customer interaction, being requested to coach the Complaints team due to my expertise. This assignment resulted in positive site wide feedback and a 75% increase in appropriate complaint quality and customer resolution over a 3-week period.Resolving customer complaints and increasing NPS through increased promoters – contributing to an NPS +80 for my team (highest in department)Continued to effectively coach and develop new recruits through their first 6 months, as well as inputting and analysing team and site statistical data to make best use of resources available to develop and improve individuals and teams, in order to meet and exceed objectives – in line with business plansReduced operational losses by 70% within my department, and increased quality of customer redress by 50%Added Value to the business plan by acting as SME and training whole department (200 colleagues) in Open Banking within tight deadline of 2 days.

Liverpool, United Kingdom

Leading Apprentice and BAU teams, creating a culture of moving colleagues forward, in the right way.• Excellent communication skills, experienced in liaising with various types of stakeholders and experienced in coaching via VARK learning styles• Innovative multi modal coaching, work-shops and presentation skills, with proven implementation success – Coaching accreditations obtained.• Input and analysis of team and site statistics – contributing effectively to site and business plans (KPI)• Patient and calm under pressure – utilising wellbeing methodology to support colleagues with Generalised Anxiety Disorder and Post Traumatic Stress Disorder.• Polite, tactful and friendly attitude – evidenced by colleague and customer feedback• Managing tasks against tight deadlines – delivering monthly performance in time for monthly business reviews.• Adept in Microsoft Office and job specific computer programmes – tracking performance with self-made Excel Workbooks and Delivering Presentations and workshops with the use of • Handling personal and sensitive information – experienced in liaising with HR and Occupational Health for confidential health matters regarding various colleagues.• Ability to handle complaints and difficult situations - acting a customer champ for my department for 7 years.

Change Management

Change Management Foundation

Agile Project Management Foundation Certification, Agile Project Management

Agile Project Management Foundation

Project Management, Prince2 Foundation Certification

Bachelor Of Science - Bs, Psychology