Mike Brown Email & Phone Number

London, England, United Kingdom

➤ I lead on the strategy and delivery of the assets that drive our customer service experience, across – self-serve help journeys; sales through service; social media; assisted service channels.➤ Leads on NOW's Operational Change Delivery function, making sure business readiness is delivered, aligned to wider NOW and Sky roadmaps.➤ Designs and champions.

London, England, United Kingdom

I led a team of content creators, but also expanded my remit to include overall Learning and Engagement delivery – from performance management to strategy creation.➤ Managed performance of employee engagement and learning.➤ Produced engagement strategies for teams of 500+➤ Improved brand perception by introducing new ways of working with wider Comcast/Sky.

London, United Kingdom

Working within Operations at NOW, I led a diverse team responsible for the design and delivery of communication, learning and knowledge resources, for both internal and external teams.This included copywriting, video & motion graphic production, infographic design, and blended learning solutions.➤ Increased customer NPS via designing and delivering.

London, United Kingdom

I designed and developed digital learning resources and blended face-to-face training for NOW's international teams. I also produced communication resources to support employee engagement strategies.➤ Design and development of learning resources➤ Engagement strategy development➤ Infographic design➤ Video & motion graphic production➤ LMS/CMS management➤.

Newcastle Upon Tyne, United Kingdom

• Leadership of a training and support team. Day to day management of support services, training, business, and education events. Four years top of UK for customer satisfaction. Currently designing and developing.
• Delivery of group training (from 2 to 50 people)
• Delivery & organisation of existing employee training
• On-boarding of new employees
• In-role coaching of multiple retail teams
• Delivery of distance learning via Blackboard & WebEX Training

Cupertino, California, United States

• Training design and development for Apple Retail. Selected from a worldwide pool of trainers to take on this role.
• Instructional design for Apple's 400+ retail stores
• Design, development and piloting of new training for Apple retail employees
• Prince2 Project management principles utilised through all projects
• Utilisation of ADDIE training model
• Employee behavioural, skill, sales & technical knowledge based training

Newcastle Upon Tyne, United Kingdom

• Responsibilities included:
• Delivery of group training (from 2 to 50 people)
• One on one training (wide range of backgrounds)
• Delivery & organisation of existing employee training
• On-boarding of new employees
• Presentation authoring

Newcastle Upon Tyne, United Kingdom

• Training users of Apple products and software.
• A trainer of all Apple Hardware and Software
• Small and large group facilitation
• Apple Certified Professional in Mac OS X, iOS & Apple's professional applications
• Delivery of end user training
• Delivery of B2B training

United Kingdom

• Designed and developed web sites and graphic identities for small businesses. Worked with clients to improve their online presence, recognising their needs and creating content that communicated their brand. Provided.
• Adobe Dreamweaver
• Adobe Photoshop
• Adobe Illustrator
• Coda
• WordPress