Christopher Willcocks Email & Phone Number

London, GB

Southall London

Dedicated Learning and development trainer for Johnson group's HORECA divison nationwide.

Bangalore, India

• Communication Training Consultant: Cross Cultural Communication, Customer Service Soft Skills, Corporate Coaching and Training Facilitation services for the India/ Asia BPO & IT space.Clients:Mindweaver Solutions2018.
• Mentoring for leadership team (Western CS expectations, team building & coaching skills)
• Conducted over 100 Candidate Interviews, enabling leadership to meet ‘ramp up’ targets
• Facilitation: Introduced team building workshops & structured ideation sessions (in person and remotely)
• Proof reading- To eliminate ‘1st language interference’ (L1) on all written content, media and products ETICLASS2017 - 2018Business etiquette and cross-cultural communication consultant.Tasked with creating new content.
• Introduced a more interactive learner focused approach, whilst maintaining core learning objectives

Bangalore

• Provided training solutions for all customer facing operations within the organisation’s CS Domain.Clients included: BT Retail, BT Wholesale, BT Openreach, NAB, Dairy Crest and Capital One UK.Achievements and.
• Sourced and mentored internal and external hires for CS engagements’ Communication Training teams.
• Travelled throughout India and the Philippines to share training approaches, meet clients and drive improvement on CS performance scores
• Co-Created and piloted ‘CS-200’, a mandatory performance coaching skills certification program; deployed globally for Team leaders, Quality Analysts and Trainers

Bengaluru, Karnataka, India

• BT Retail - LC&C TeamRecruited for the ‘Language Culture & Communication Team’, tasked with driving awareness on UK customer service expectations and improving CS performance, via classroom training and coaching.
• Built and lead a culturally diverse team of UK & domestic communication coaches- affecting a 22% increase on ‘Customer Satisfaction’ (C-Sat) Metrics for the Bangalore centre
• Successfully Introduced a new training approach that addressed the negative impact of ‘Cultural Misalignment’ and improved C-Sat scores on calls
• Developed the ‘Communication Breakdown: Warning signs’ a foundational model for analysing and self-repairing miscommunication that can occur during customer service interactions

Bangalore

Provided Voice & Accent and soft skills training and coaching to off shore BPO call center executives, that enabled them to deliver world class customer service for their clients.

London, UK

Provided support in residential homes and facilitated life skills and recreational sessions for people with mild to profound physical and learning disabilities.

London, UK

Provided home support services for the elderly and people with physical & learning disabilities.

Education record

Education record