Gemma Wells Email & Phone Number

Remote

• Project manage major client eLearning solutions, creating tailored solutions and fostering new business connections.• Act as main point of contact for clients, ensuring seamless communication and satisfaction.• Utilise social media platforms to promote eLearning services and engage with potential clients.

Warrington, England, United Kingdom

I'm passionate about bringing the excitement of girls' rugby to Warrington! I wear two hats at the club:Media Mastermind: I manage all our social media channels (Facebook, Instagram, X and LinkedIn) for every team, crafting engaging content, and keeping our community informed through newsletters and communications. I'm also the voice behind the club, responding to messages and comments, and reporting social media trends to the committee.Under 12s Team Manager: I'm dedicated to fostering a fun and supportive environment for our Under 12s. I handle all the team admin (including our Spond group), schedule matches, and liaise with other clubs to ensure a smooth season. My DBS check and completed Safeguarding Training guarantee a safe and positive experience for the girls.

The impact of my role is to build an online presence for the company, creating social proof and credibility for clients who are looking to work with the business. The communication and branding I create are engaging, thought-provoking, and aligned with the company’s mission. My role also has the experience of the learners at the core of it. I lead the online programmes look and feel and make sure they make a positive impact on all that experience them. Designing eLearning and Virtual workshop collateral to bring the content to life.All the content that I create is clear and impactful and relevant to the topic covered. I am a competent designer who has strong skills in copywriting and perform research regularly to make sure the social media strategy I have designed is targeting the right audiences. I utilise strong project management skills to make sure that they are cost effective, managed in a robust and efficient manner and all delivered on time and within budget. Always working to the agreed quality standards in an innovative solution. Communication and marketing strategies are a key feature of my role for existing content and new programmes, launches and events – helping me to build brand awareness and customer satisfaction both via our social media channels and our website. I enable, motivate, direct, and continually develop a committed, motivated, and high-performing team by setting clear goals and expectations, tracking progress, ensuring feedback, and addressing performance problems and issues promptly. Also managing and maximising key relationships with the whole team and agreed technology and communication suppliers.

During my time as Chair, I have utilised project management skills alongside team management. I have supported our marketing strategy, event planning, and online webinar hosting.

Manchester, United Kingdom

The eLearning Network (eLN) is a not-for-profit, Community Interest Company run by the elearning community for the learning community. The eLN is the number one source for guidance on best practice and future trends in technology-based learning and development at work, with hundreds of members in the UK and beyond.

Was responsible for LMMS< compliance learning creation and management, liaising with our umbrella company L&D team, stakeholder management and induction material design.

Manchester, Greater Manchester, United Kingdom

Responsible for supporting the design and delivery of instructional and developmental training programmes across the business. Helped shape scripts and design and build online learning using Articulate storyline 360. Responsible for the design, update and build of high quality, engaging and learner-friendly online learning modules that covered regulatory, product, health and safety and general insurance understanding. Supported the implementation of new organisational initiatives through the delivery of appropriate digital learning, this included a performance management piece and soft skills training. Developed and maintained our LMS system (Cornerstone) ensuring it was user friendly, engaging, relevant and contained current, up to date content. I worked alongside our MI lead to ensure all training reports were created and the data captured was relevant.

Warrington, United Kingdom

Responsible for identifying training needs, defining and agreeing on requirements with key stakeholders, developed materials and managed their delivery through to implementation. l identified the most appropriate medium for training through robust analysis of business requirements, being able to translate these into creative and effective training modules. I also took ownership of the customer service and billing functional area and built strong relationships with stakeholders in this area in addition to managing training requests and the maintenance of existing materials proactively seeking feedback and ensuring that they were up to date, fit for purpose and ready for delivery. As a rapid e Learn designer using Storyline and basic video editing skills, I have been responsible for the creation of a new programme of learning in our consumer base adding digital learning into induction and bite sized "Skill Pills" to tenured agents. This included me travelling to the Philippines to deliver the programme to a new induction group and training the trainers to deliver the programme themselves. I have managed workloads with our outsource partner in Manila and India, this included creating a storyboard for a module for them to create and also providing detailed feedback for work created by them.I created engaging and interactive digital learning for the Business area of the company. The agents I created training for dealt with large and small business customers, resellers and partners. I have also created digital learning for offshore partners in Manila, Kolkata and Durban.

Warrington, United Kingdom

I was the relationship manager and internal training manager for the client, establishing training needs and ensuring that these were met throughout the material. Responsible for the design and delivery of the E.ON training package, using my excellent end to end knowledge of the training cycle. I designed tailor-made training packages for various work streams and thrived off creating innovative and exciting material wherever possible. As part of the delivery I scheduled all inductions for the campaign including up skill training for the existing staff. I had sole responsibility for managing the quality and accreditation of trainers within this campaign as well as managing the resourcing and implementation of all aspects of training delivery. I conducted “train the trainer” sessions and training evaluations; including monthly observations and feedback. To ensure role efficiency I used and created, spreadsheets that could be easily accessible. These made conversations, conference calls and any interdepartmental liaising seamless. The spreadsheets used a variety of data and formulas to report on areas such as:• Training Evaluation and Learner Feedback• NPS Scores for Trainers• Knowledge Check Results V’s Targets (set by Client)• Scheduling & Booking all training resources, which covered trainers’ leave, absence and available rooms.• Stakeholder Reports for Training Expectations and SLA’s which showed when agents would complete training and be included in headcounts. It was also used to plan for training resources• Training Hours for Budget ForecastingKey Achievements• Identified as Lead Business trainer with the initial responsibility of retaining the e.on contract after a decline in sales performance.• Oversaw and introduced online assessments instead of paper-based material saving the company money on printing and consumables.• Created a report that showed an NPS figure for each trainer based on the feedback given from training evaluations.

Warrington, United Kingdom

Facilitation of Customer Care and Small Business induction groups for Vodafone, and inductions and sales through service material for E-on. This included designing and developing training content. I was responsible for the re-drafting of management training allowing me to coach and mentor managers of all levels.Instrumental in the exemplary delivery of HEROtsc’s first “Learning At Work” day; for which an award of ‘Most Inspired LAW Day 2011’ was received from Campaign for Learning and Open University. The application and award piece I wrote describing the day’s events was a key factor in winning the award. Along with facilitation of the training cycle I was required to undertake management activities adhering to HR policies. This role needed documents creating on both Excel and Access which needed to be easily understood and user friendly for all. These included:• Knowledge check results averages• Attendance reporting• “Soft Go Live” scheduling for advisors who were completing training.Key Achievements• Writing the award winning LAW piece.• Creating a schedule for the “soft Go Live” when we had more than 1 group running, this way we didn’t have too many new agents out on the floor and SLA’s were still achieved. • Managing a database of e-learning completion rates, this was used to highlight which teams hadn’t completed the learning within the agreed timescale, allowing us to re schedule the sessions.

Warrington, United Kingdom

Responsible for the management of a team of 12 customer service professionals within a high value customer base call centre. My role consisted of managing the teams KPI’s on a daily, weekly and monthly basis, one to one appraisals, performance management, coaching sessions and dealing with customer escalations in a timely and effective manner. I also completed any administration work that included return to work discussions, scribing disciplinary meetings, completing attendance records for each team member and coaching logs detailing each team member’s goals and areas of focus for the month. Key Achievements• Consistently being top of the call centre on team KPI’s from the use of a daily tracker to monitor after call work and completed sales. Used a “bingo” sheet to incentivise exceeding targets.• Created a document to monitor Leakage within the team, this included gestures of goodwill, handset discounting and credits.• Becoming a key member of the recruitment process for the business and taking part in jobs fairs.

A Level, Psychology, C

Gcse'S; Science, English, French, Drama, German, History, Mathematics, Religious Studies; Design And Technology