Christopher Hammond Email & Phone Number

Leeds, England, United Kingdom

To support the creation and ongoing offering of Digital Learning within the Customer Experience Centre at Sky Betting and Gaming. I am responsible for transforming online learning to a new level. My aim is to create content which is always considered, factually accurate, beautifully designed and accessible for all. Key responsibilities: • Design and develop new engaging and innovative digital learning solutions, aligned to brand guidelines and objectives.• Create opportunities and pushing the boundaries of new learning solutions across the digital learning portfolio.• Updating and maintaining existing content to reflect business needs/changes. • Consider the end user experience, ensuring that the material is engaging and accessible to all. • Offering support to learners and stakeholders in the day to day access and management of learning platforms.• Running and Collating data regarding course completion and feeding back information to stake holders. • Management and Maintenance of online Learning Platform (Academy) • Continuous development of skills and responsibilities.• Self development on tools used within the role including: Adobe Creative Cloud, Articulate 360, Vyond and Office 365.

Leeds, West Yorkshire, United Kingdom

Designing & delivering compelling, stretching and blended learning solutionsSupporting induction training for new Contact Centre inducteesDeveloping training material to support the Advisor Progression programme, including product training Betting, Gaming, Fraud prevention, Responsible Gambling, Customer Due DiligenceCreating cutting edge e-learning (self-help video tutorials, Storyline branched learning tools / e-learning assessments etc.) Reviewing and designing training material to support business changes/requirementsCreating a professional, engaging and safe learning environmentMaintaining up to date knowledge of the challenges and issues that each of the business areas are facingUnderstanding business strategy/objectives and tailoring training delivery to align with these. Delivering large-scale learning roll-out plans. Whilst working alongside our resourcing and L&D coordinator to create schedules and plansSupporting the scheduling and planning of events in line with the L&D Manager and Learning Management system requirements Completing and collating the evaluation of materials as requiredTaking ownership of designated courses, keeping them relevant and up to date. Updating and providing regular feedback to suppliers/stakeholders internal and external on current business issues, strategies or course feedback.Work cohesively with Contact Centre, Trading & Operations and Central L&D to develop a culture of continuous improvement.Contribute to the creation of a high performing delivery team. Ensuring the delivery of all learning materials is aligned to company policies and ensuring any legal, regulatory and compliance requirements are upheld, whilst maintaining internal and external brand valuesBuilding effective business relationships with key stakeholders

Leeds, West Yorkshire, United Kingdom

Training new entrants for departments across the business including Sales and Retentions, Customer Service, Technical Support, Provisioning (Order Placement) and Business Support.Providing in life training sessions for tenured staff covering departmental/business changes to suite business needs. Affiliate trainingDesigning training material for both internal and external use in line with brand guidelines.Working with key stakeholders to effectively schedule and build training material.People management for new entrant trainees to ensure participants are managed in line with company expectations. Working with operational departments to ensure new entrants meet glide path targets and are successful in the role.

Leeds, United Kingdom

Transitional Manager for Plusnet within the Learning and Development Department is a role in which entails many responsibilities including:*Mentoring and developing new starters.*Managing multiple skill sets including Sales, Retentions, Customer Service, Provisioning & Technical Support*Delivering presentations to large groups*Setting expectations for every new starter in the Leeds site and being a positive role model *Constantly managing several groups simultaneously with staff numbers typically ranging between 30-75 agents*Tiered management in the form of a coaching staff *Leading an operational team during periods in which there are no new recruits*Delivering high quality agents into an award winning company which actively promotes Market Leading Customer Service*Performing reviews: 121’s, Records of Discussions, Return to Work meetings, Investigations, Disciplinaries and Dismissals.*Liaising with HR *Consistently designing and reviewing training material *Conducting Training sessions in a captivating and engaging manner*Maintaining key relationships with the various stakeholders to ensure their satisfaction*Communicating changes whilst update the required material to reflect any business changes*Liaising with Team Leaders regarding the quality of delegates, ensuring all skill/will, behavioural issues are dealt with as part of a comprehensive handover process*Making executive decisions in regards to all Grad Bay functions in the absence of stake holders that in the long term have benefited the business.*Ensuring all new starters have a clear and aligned vision of what is required of them as a new member of the business and embedding the correct attitudes and behaviours from day one. *Dealing with customers that have been escalated to a manager

Sheffield, United Kingdom

*Provided effective and professional technical/customer service*Assisted customers with technical problems relating to email, broadband and home phone*Diagnosing broadband and home phone faults*Adapting to different customers' expectations whilst constantly striving to deliver market leading customer service. *Understanding KPI's and consistently performing to the highest standards set.*Showing an understanding of what my key stakeholders expected of me in my performance.*Provided technical expertise on a vast array of products and systems across multiple devices.*Resolved any high level complaints the customers may of had *Performing duties on behalf of my team leader, including:*Updating KPI’s for the team, performing manager callbacks, assigning workflows for the team, performing 121 coaching with newer members of my team, providing constructive feedback for agents, assisting new inductees onto the team, assisting with agents 121’s, and organising incentives for the team *Provide technical expertise on a vast array of products and systems*Floor walking and ensuring all agents are on a call and not struggling*Coaching agents *Training new agents on existing and new tools/practices