Andrew Drummond Email & Phone Number

Hartlepool, England, United Kingdom

Professional Wellbeing & Development delivered during guided walks in the beautiful North East of England and North Yorkshire

Andrew at DRUMMOND LEARNING LTD provides people development services to businesses and individuals. Training design and delivery is at the heart of what we do.At Drummond Learning Ltd, we pride ourselves on sharing knowledge and developing the skills and behaviours of our learners through highly interactive and participative courses that stay long in the memory.We help businesses across Europe through change.We train, educate, support and motivate people through… Show more Andrew at DRUMMOND LEARNING LTD provides people development services to businesses and individuals. Training design and delivery is at the heart of what we do.At Drummond Learning Ltd, we pride ourselves on sharing knowledge and developing the skills and behaviours of our learners through highly interactive and participative courses that stay long in the memory.We help businesses across Europe through change.We train, educate, support and motivate people through organisational changes of all kinds; cultural, structural, developmental and behavioural, by providing the necessary skills and learning to grow and adapt.Our solutions are enjoyable, meaningful, challenging and cost effective.We offer a full range of complimentary services to ensure our client’s needs are served.Needs analysisEvaluation & reportingEmployee engagementOne to one supportCo-delivery / programme integrationTrain the trainerSo, whatever your training needs, let us provide your people with an experience of real substance and lasting impact. An award winning practitioner in workforce development, Andrew brings over 10 years of business experience and success to enhance people and business performance.read more @ www.drummondlearninganddevelopment.com Show less

Business & Personal skills training specialist

Reporting to the Director of Support Services, I led a team of Operational Trainers servicing a wide range of BPO activities for major world-wide blue-chip clients. Achieved efficiency savings to date equating to over £250,000 through revised practices and cross-skilling. Have on-boarded five new client contracts in the last 2 years from divergent sectors; from a training support perspective this included full training needs analysis, content design for full induction, delivery and… Show more Reporting to the Director of Support Services, I led a team of Operational Trainers servicing a wide range of BPO activities for major world-wide blue-chip clients. Achieved efficiency savings to date equating to over £250,000 through revised practices and cross-skilling. Have on-boarded five new client contracts in the last 2 years from divergent sectors; from a training support perspective this included full training needs analysis, content design for full induction, delivery and evaluation through KPI reporting. In all cases, client’s key targets were exceeded.Adopted a customer-centric approach to training provision and responded to clients needs with tailored solutions exceeding client’s expectations and in-house performance in the majority of cases.Re-launched Company Performance Management System based on framework containing; a balanced scorecard, business objectives and departmental KPI’s, both behavioural and role-specific competencies, resulting PDP’s and supported by multi-dimensioned and levelled skills and knowledge framework.As part of Company workforce development programme, established effective relationships with 3rd party training providers, including academic establishments to drive competition and value in training provision. This enabled: level 3 & 4 NVQ qualifications to be delivered for free based on volume of level 2 entrants; internal TTT programme to be accredited by the NOCN; and award-winning leadership programme content to be embedded into the culture of the organisation.Implemented a Learning Management System that could deliver e-Learning and online testing for evaluation.Took the lead role in managing a project such that the business was re-certified for Investors in People in Jan ’10 despite contraction of over 50% in the preceding 12 months.Co-ordinated and delivered the project and authored the submission leading to the winning of the Tees Valley & North East Business Awards for Learning, Training and Skills 2010. Show less

Goals and achievementsRealised business priorities through the design, delivery and evaluation of a range of management development and leadership training programmes. Implemented and maintained the Company's performance management system and tailored interventions such as role profiling and competency based assessments to enable organisational change.Provided recommendations to the senior management teams and the Board of Directors in relation to training and development solutions… Show more Goals and achievementsRealised business priorities through the design, delivery and evaluation of a range of management development and leadership training programmes. Implemented and maintained the Company's performance management system and tailored interventions such as role profiling and competency based assessments to enable organisational change.Provided recommendations to the senior management teams and the Board of Directors in relation to training and development solutions and people development strategy.Raised the benchmark for team management standards across the business whilst driving performance improvement and impacting positively on the management culture.Forged close links with key stakeholders to ensure effective analysis of business needs ensuring that developed solutions are aligned to business objectives. Built strong internal and external relationships to establish and maintain the People Development team profile and to create opportunities to influence outcomes to increase the chances of success.Involved in delivering a range of other management development solutions including coaching and mentoring and development centres.Providing on-going development for teams of operational trainers and designing and delivering train-the-trainer programmes.Delivered a number of team development events utilising the Insights Discovery profiling tool resulting in enhanced team performance.Recruited Call Centre Managers and Team Leaders through assessment centre approach including competency based interviewing, role playing and other practical exercises. Show less

Goals and achievementsManaged the Business Provisioning department for global telecoms client encompassing 3 Team Leaders and 35 Agents across 5 separate functional roles.Ensured KPI's were met / exceeded, recorded and strategies to improve were implemented, via root cause analysis and through innovative training and development.Project Managed implementation of four key teams into the department, including initial assessment, off & on-site training, delivery of services… Show more Goals and achievementsManaged the Business Provisioning department for global telecoms client encompassing 3 Team Leaders and 35 Agents across 5 separate functional roles.Ensured KPI's were met / exceeded, recorded and strategies to improve were implemented, via root cause analysis and through innovative training and development.Project Managed implementation of four key teams into the department, including initial assessment, off & on-site training, delivery of services, management reporting and on-going team leader duties in each area.Pioneered processes with client for the setting up of a new team which captured 1.5million of potential lost revenue in first 5 months.Liaised with Key-Stakeholders/ client on a weekly basis via structured audio to discuss issues, report on progress and devise action plans.Created, compiled and updated management reports and client presentations using MS Office applications.Delivered departmental training; creating and establishing structured training schedules for continual development and succession planning.Performance managed direct reports around key business objectives and behaviours to ensure highest quality of service. Coached, developed and motivated staff. Show less

Leading 5 diverse teams of Provisioning Agents for a global communications client.

Fast-tracked into management straight out of University