• Managed a team of 17 staff members with one of the highest staff retention rates in the company• Implemented Agile SCRUM practices to ensure timely project delivery, create task clarity, and improve staff efficiency• Acted as product owner for Learning Solutions, managing a backlog of tasks and ensuring effective prioritisation across stakeholders• Delivered projects for major B2B clients including Fortune 500 companies, including Colgate, GSK, Dentsu, Metlife, Vodafone, AstraZeneca and more.• Ensured creation and administration of courses for professional qualifications such as CIPD & AAT, multiple apprenticeship standards, and partner companies such as Google.• Managed migration of our learning content from our Moodle learning platform to our new Thought Industries platform, preventing disruption to students.• Introduced our team service desk in Jira, allowing for transparent and efficient resolution of student and staff platform issues, whilst reducing impact on project development• Introduced team innovation process, allowing time for personal development projects that resulted in improvements to ways of working across teams• Introduced accessibility standards into Avado content, targeting WCAG level AA guidelines, and ensured team training, wider company understanding and quality assurance• Created robust quality assurance guidelines and procedures, minimising student facing issues and saving resource on the student services team• Obtained one of the highest team engagement scores in the company on Officevibe, reaching an 8.2 for overall satisfaction and a perfect 10.0 for relationship with manager.• Worked with the platform development team to identify and troubleshoot platform functionality, UX and UI issues, suggest solutions and test deployed fixes• Implemented staff progression structure, providing clarity on routes to promotions, consistency in salary and responsibilities across levels, and allowing for improved development plans for staff

• Administration of the DotNative bitesize learning platform on Moodle LMS• Development of DotNative courses making use of Moodle functionality and H5P plugin• Creating automated client reporting for a major client with over 60,000 worldwide learners• Making use of language strings to translate site copy into German for regional learners• Working with platform development team to test and implement new features, and make suggestions for new site functionality and feature improvements• Creating customised content layouts and working to brand guidelines and colour schemes to adapt site to B2B client requirements• Responsibilities handled in conjunction with Product & Platform Manager role

• Managing a team of content developers to produce e-learning modules to schedule• Maintaining performance and functionality for 3 learning platforms based in Totara, including 2 for major B2B clients• Management of user data across learning platforms• Setting up CRM campaigns to boost learner engagement and completion rates• Testing, QA and bug fixing for site functionality and content builds• Engaging with tutors, SMEs and voiceover artists ensuring content is delivered on time and budget• Involving external development staff during busy periods to ensure commitments are met• Production of Mandarin language content working with external suppliers across time zones• The Knowledge Engineers was acquired by Avado Learning in March 2016 and responsibilities continued in the new company

• Building e-learning content using Articulate Storyline and working with SMEs• Editing audio and video assets for e-learning and platform content• Supporting Platform Manager in day-to-day management of platforms, including data management• Creating regular data reports to share internally and with clients• Providing additional tech support where required on other projects

o Made effective use of communication skills to resolve customer queries and deal with complaints in a manner which strengthened the customer’s relationship with the company.o Used persuasive techniques in response to customer cues in order to upsell items.o Actively prioritised various tasks in order to maximise productivity.o Achieved very high ratings in all regular call monitoring performance reviews.