• Global collaboration with Subject Matter Experts across multiple solution families and roles in APAC, EMEA & NA• Managing multiple projects at any one time with multiple stakeholders• Creating and delivering best in class content & training materials using a variety of tools (PowerPoint, Articulate, Litmos, Biteable, Adobe, and more)• Measuring outcomes and any necessary remediation• Impact the performance of a global sales team from BDR, AM to SE.

•Adapting to new ways of training/coaching during COVID19 ensuring participants continue to feel supported and valued; Research and use of Google Classroom & Meet, Zoom & Microsoft Teams, SurveyMonkey & Online Platforms such as Facebook and LinkedIn. This has resulted in a higher volume of referrals to us from progression workers and job coaches rather than other training providers, as well as self-referrals. •Communication is key to success with the remote approach, with 11/11 new… Show more •Adapting to new ways of training/coaching during COVID19 ensuring participants continue to feel supported and valued; Research and use of Google Classroom & Meet, Zoom & Microsoft Teams, SurveyMonkey & Online Platforms such as Facebook and LinkedIn. This has resulted in a higher volume of referrals to us from progression workers and job coaches rather than other training providers, as well as self-referrals. •Communication is key to success with the remote approach, with 11/11 new participants successfully completing their training and applications for apprenticeships.•Delivering employability and life skills training to young adults who are NEET, in groups or 1:2:1 tailored to the individuals needs; building their confidence and communication skills through a number of different methods to suit their specific learning style uncovered within the course. •Proven success with the creation & adaptation of lesson plans, resources and delivery with a person centred approach due to participants on the programme, SEND and SEMH. •Creation and delivery of ‘routeway’ courses to support young people into employment, such as: Call Centre, Customer Service, CV creation, Interview techniques, Apprenticeship, Building Confidence, Resilience & Positive Thinking.•Working closely with management and my team to ensure positive and successful continuous improvement of the course with the use of participant feedback and my own initiative.•Adapting to new ways of effective training/coaching/promotional videos during COVID19 ensuring participants continue to feel supported and valued. • Creating new lesson plans to support online learning and delivery of this, keeping communication channels strong at all times between all stakeholders.• Providing information, advice and guidance to learners that I support with their progression. Show less

•Focus on and embedding newly implemented business strategies, training of new systems, products and services. This included monitoring information real-time and past leading onto producing detailed reports of data to be reviewed by higher management; personal success rate is 100% ensuring the business needs are met and were improved where possible.•Facilitating daily huddles to establish previous day/week performance and team building•Reduction in internal technical, non-technical and… Show more •Focus on and embedding newly implemented business strategies, training of new systems, products and services. This included monitoring information real-time and past leading onto producing detailed reports of data to be reviewed by higher management; personal success rate is 100% ensuring the business needs are met and were improved where possible.•Facilitating daily huddles to establish previous day/week performance and team building•Reduction in internal technical, non-technical and regulator complaints which was reviewed on a weekly basis inline with the Ombudsmen set targets. I consistently achieved this through hard work and dedication to ensure the best possible customer service was given striving to achieve first contact resolution at all times.•Motivate staff to continually improve their KPI’s through performance reviews/improvement plans, capability management and development. Priding myself on a high performing team with the delivery of excellent customer service.•Proactively completing analysis on call data to identify key trends in call drivers and issues for Service Level management ( 80% within 20 seconds); with this resolutions were formed to ensure success.•Project management for tactical implementation plans focusing on the improvement to specific KPI’s across the department, with use of root cause problem solving techniques. Show less

Driven by continuous personal development in order to succeed through positive leadership skills along with the adoption of a confident and engaging approach to stakeholders at all levels.•Management of a team of up to 15 people – holding monthly 1:2:1 with team member’s, setting and reviewing SMART targets based on their performance. This included short and long term goals and action plans as support to reach goals; priding myself on a high performing team with the delivery of excellent… Show more Driven by continuous personal development in order to succeed through positive leadership skills along with the adoption of a confident and engaging approach to stakeholders at all levels.•Management of a team of up to 15 people – holding monthly 1:2:1 with team member’s, setting and reviewing SMART targets based on their performance. This included short and long term goals and action plans as support to reach goals; priding myself on a high performing team with the delivery of excellent customer service.•Facilitating hearings for both adviser capability and conduct, ensuring all facts are explored to deliver the most fair and relevant sanction; communication and consultation with HR throughout the process.•Completion of independent investigations where needed in a timely manner which involved reviews of past information, fact retrieval, and interviews to establish facts without any personal speculation or opinions.•Regular involvement with new projects and continuous improvement across the business, this included monitoring information real-time and past leading onto producing detailed reports of data to be reviewed by higher management; personal success rate is 100% ensuring the business needs are met and were improved where possible.My responsibilities were overall people management including staff development; 1:1’s, coaching, training and action plans. Dealing with situations such as short and long term absence, motivating the team, scheduling adherence, building relationships across teams and departments.In 2014 my professional role title was changed – this was a business decision made and acted upon for all employees. The role title change meant that I could no longer facilitate any formal hearings or make any outcome decisions however due to my experience with the business, my knowledge and my reputation I was often approached by higher management for advice and support in regards to the formal policies in place for capability / disciplinary. Show less

Taking inbound telephone calls from customers who had queries regarding their electricity bills.

Commission based outbound cold calling businesses, upselling One.Tel

Taking inbound telephone calls from customers who had queries regarding their mobile phone bills.