Gareth Dunlop Email and Phone Number

Designing and delivering learning sessions for Account Manager and Sales Managers population across the UK. Ensuring that they are able to meet business objectives and deliver a quality service to clients through a variety of 70/20/10 learning solutions that cover technical product, process, systems and soft skills.Coaching and mentoring sales people, supporting them from induction through to role competence and beyond. I am key enabler of the change within the Sales Function’s culture and abilities, supporting the People and Processes Workstream Lead in executing the programme objectives. • Salesforce training, implementation and in life adoption • Training and coaching sales methodology (SPIN)• Designing blended learning programmes including digital learning resources• Delivery of Sales Managers and Account Managers’ induction programme and responsible for the evaluation of the induction and induction sign off• Supporting the embedding of the learning by accompanying Account and Sales Managers on field-based observations and feedback sessions.• Collaboration with the People and Processes workstream leads to ensure the solutions are fit for purpose and support the project by development, delivery and evaluation of L&D solutions• Regularly researching and conducting best practice reviews looking at learning and development innovations and assessing their fit for purpose to ensure that learning solutions are future facing• Offering support, coaching and mentoring for the sales function• Providing specific expert training on account management in the Finance industry, ensuring internal learners and dealer partners are protected by adhering to regulation• Building and maintaining relationships at all levels through effective stakeholder management• Pro-actively working with Sales Managers to identify training needs within their teams

Creating long term partnerships and developing business opportunities with UK based SME's through Close Brother's full range of Asset Finance services. Performance is defined in terms of developing new relationships and securing profitable business flows arising from these relationships. Exiting client's are nurtured and developed through regular account management.Responsibilities include:• Creating long term business partnerships with UK based SME's• Articulating Close Brothers’s full range of Asset Finance services in a compelling manner• Achieving personal objectives in line with Close Brothers’s corporate objectives• Demonstrating good Asset Finance and industry knowledge

Continuing experience from previous role - this short contract included :• Determining customer contact centre operational strategies through needs assessment, performance reviews, capacity planning, and cost/benefit analyses• Preparing performance reports and MI by collecting, analysing, and summarising data and trends.• Maintaining and improving centre operations by monitoring performance, based on MI interpretation. Identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs• Progressing professional and technical knowledge by tracking emerging trends in call centre operations management, attending educational workshops and participating in professional societies.• Supporting HR objectives in recruitment, onboarding, coaching, counselling and escalation management• Accomplishes organisation goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to business objectivesReinforcement of existing skill set:• Process improvement• Promotion of excellent quality assurance• Staff engagement and retention• Leading accountability for performance improvement

Responsible for multi-million pound Sales and Service delivery across UK sites; primary focus is on people engagement to delivery exceptional customer experience, increase customer satisfaction and net promoter scores while reducing complaints. Stakeholder management and relationship development are key in this role; strategic planning and deployment is carefully balanced with day to day leading of an Operational team to exceed client expectation and internal commercial return.• Manage multi-site sales and service delivery operating 24/7sites• Lead and guide an Operations team, seeking high levels of engagement and continuous improvement• Own performance accountability; Client reviews on a daily to quarterly basis with exception escalation• Deliver excellent customer outcomes for our Clients in a complex service environment; delivering at or above service levels and measurements• Ensure suitably skilled and engaged resource is presently available with a robust pipeline to meet future demands• Commercial planning & oversight – delivering more than £8.5m GBP in revenue targeted 10% EBIT margin • Participate in or directly manage project work; from technology refreshes to adapting to regulatory demands• Design Operational delivery strategies which meet with Client approval; deliverable within budget constraints and compliant with regulatory bodies • Effectively manage internal & external stakeholders (inc Executive/Board levels) • Sponsor best practice initiatives with reward/recognitionSupporting skill set includes:• Strong communication and relevant IT fluency• Creative talents and the ability to solve tough problems• In-depth knowledge of the industry and its current events• The ability to handle pressure and meet deadlines• Skill in prioritising and often triaging commitments• Attention to detail• Excellent time management and organisation

Driving and delivering Stellar's Learning & Development objectives through our enthusiastic and experienced team. • Supporting the L&D Team with design using a variety of tools to produce exceptional face-to-face and online training resources• Lead the coordination of L&D programmes and events including: planning and scheduling; drafting and sending adverts; liaising with internal/external facilitators; planning and logistics; material production; evaluation and feedback• Manage L&D offerings for local office as well as for other locations depending on business needs• Facilitate classroom bases and online business skills training for Operational and business support staff • Operation of the Learning Management System to record and manage Learning and Development activities• Liaise regularly and effectively across departments and with key contacts as required to ensure coordinated approach and excellent service delivery• Contribute to the promotion of learning and development throughout the business and develop and improve learning approaches, including through coaching and the use of technology where appropriate• Provide consulting and advisory services to the business on L&D matters • Contribute to relevant administration of the function including training records, budgeting, communications and reporting• Ensure that all activities and duties are carried out in full compliance with external regulatory bodies and internal policiesThis role honed skills which transferred directly into an operational setting:• Forward thinking and the ability to plan ahead proactively• Experience in building blended learning solutions and applying innovative thinking • High level of self-awareness – developing emotional maturity and excellent professional judgement with the ability to be adaptable and flexible • Strong facilitation experience including business skills training relating to communication and interpersonal skills and presentation skills

Leading teams in either Operations or L&D within a highly regulated multi-channel sales & servicing function. Process improvement and customer excellence transformation were a major theme during these roles.Experience include:• Ensuring the team provide an excellent service to customers• Effective documentation of coaching and performance management• Employee training & development ensuring regular documented reviews of individual performance, including staff one to one’s meeting• Quality and productivity monitoring• Complaint escalation and resolution• Accountable for identifying and planning for Learning and Development needs for direct reports• Successfully implementing changes to teams; encouraging processes improvement, inspiring people to respond positively to change, and ensuring minimal service disruption• Supporting business projects with the relevant skilled resource where requiredCoaching of staff was the core skill developed during this period.

The solid foundation of my customer sales and service experience.• Conducting training sessions on a regular basis, to comply on training needs• Contributing to specific projects and tasks• Set standards and conducting myself as role model• Developing training skills and methods• Share insights and ideas within team and with Operations to drive continuous improvement This role is the basis of my varied and well developed skill set:• Exceptional verbal and written communications, suitable to communicate within my team, management and trainees of all kinds.• Excellent training and facilitation skills• Experience conducting professional and effective training sessions• Analysis and interpretation of reports to identify trends; including areas of success and areas of opportunity• Meeting deadlines; realising the demand to schedule flexibility• Ability to demonstrate good judgment and dedicated problem solving to handle unexpected situations and provide constructive advice