Accredited Trainer at Development Beyond Learning (DBL)

• Facilitator specialising in customer service and learning and development for for corporate delegates across the UK. • Associate trainer for Tesco’s Customer Service Roadshow, focusing on confident customer conversations.

• Facilitator of Barclays Bank LifeSkills programmes in schools, colleges and educational institutions throughout England.• The programmes aim to help students from disadvantaged backgrounds develop new skills, grow in confidence and encourages them to fulfil their potential.• Coaching and supporting Barclays volunteers to enhance the LifeSkills programmes.

• Freelance public speaking trainer for the National Citizen Service (NCS), The Challenge.

● Created systems which enabled incoming orders to be processed more efficiently and accurately. Reducing processing time by 25%.● Created and implemented a policies and procedures document for all Dropship clients.● Advised customers with regards to technical issues and liaised with colleagues on any new issues that arose.● Co-collaborated on a project to reduce incoming support queries by 50%.● Office administration duties, including processing the incoming orders, importing information into the database, and sending all physical orders. ● Trained voice over artists in the skill of effective communication.

• Taught a variety of different programmes, including Communication Arts, Storytelling, and Presentation Skills, as well as Speech and Drama to children (from the ages of two to 18) and adults.• Developed and implemented programs/ lesson plans and created curricula.• Developed and performed in a variety of children’s performances created to inspire, entertain and educate children.• Mentored, motivated and supported other teachers/student teachers within the company.• Organised and facilitated drama workshops.

• As a Mountain Host/Guest Service Supervisor I recruited, trained and coordinated a staff of more than a hundred and fifty volunteer Hosts. This position was divided between office/administrative duties and being out in the field.• The demographic of my volunteers was largely retired professionals who were all at the top of their field, and considered ‘high- maintenance’ within our company. Due to my diplomatic nature and passion for the job I was quickly able to build professional relationships with them. Consequently I was nominated by my team as ‘Supervisor of the Year’.• Office based duties included organising all staff training and recognition events, including sourcing venues, booking meeting rooms and creating and sending out invites.• Managed two business units including overseeing all expenditures from staffing to equipment. Researched and ordered supplies as needed.• Oversaw the volunteer contracts, and ensured all the requirements were met.• Intrawest Corporation, is a leader in the ski industry and sees an average of 12,000 guests visits daily. I successfully scheduled my staff to meet these projected guest visit numbers whilst keeping to their volunteer requirements, using an Internet based programme.• Daily I conducted meetings to update my staff on relevant events and inform them of projected forecasts.• Liaised with senior management and other departments to ensure correct protocols were being administered.• The main focus was on giving quality guest service, sometimes under great pressure. Here my leadership skills and initiative were essential.• I achieved and maintained some of the company’s highest ratings on the annual Consumer Scan Guest Rating index. I achieved this by creating and implementing various guest service training programmes.

• Guided canoe, kayak and hiking tours. This included an emphasis on Whistler history, geology, and flora and fauna.• Often would be the sole charge of teaching the clients basics in canoeing and/or kayaking.

• Successfully supervised the daily operation of ticket sales and validation.• Trained, motivated and lead a staff of 30 employees. Other duties included assisting with performance reviews and budgeting.• Recipient of an I.C.E. Award (Inspired, Continued, Excellence).