Irina M. Email & Phone Number

Newcastle Upon Tyne, Gb

London, England, United Kingdom

London, England, United Kingdom

Working as part of the Project Services Training team, I am supporting the delivery of the Fit for the Future Programme through planning and delivery of training of elements of D365 CE and F&O processes across multiple departments.• Working with the internal IT Team, SMEs and Business Partners, BAs and Testing Team, as well as the external Microsoft vendor to support the next phase of the implementation• Keeping up-to-date with sprints and environments updates, as well as monitoring project updates via DevOps• Delivering the Contact Centre remote induction, taking into account remote working and ways of working/learning• Supporting the roll-out of Microsoft Teams, through instructional videos, bespoke training and communities of practice approach• Utilising the LMS to upload and test learning objects and events, facilitate access to learning objects and organising and managing VILT events• Supported wellbeing initiatives and being an advocate for wellbeing at work and accessibility

Newcastle Upon Tyne, United Kingdom

Reporting to the Digital Training Manager, the Digital Trainer has the brilliant role of designing, developing and delivering Digital Training to CQC employees, owning the analysis of training needs and the ongoing evaluation of the training effectiveness.In this position I have had the wonderful opportunity to work with so many parts of the business, in various roles which have added to the range of my skills: delivering training F2F, but also online (using the company LMS), writing guidance and getting the nugget of truth about who needs to do what, when and how (digitally anyway).Creating eLearning, videos, simulations, presentations - you name it, I've done it. Got the T-shirt, maybe a T-person after-all. Contributed to projects, managing own work remotely and with passion, learning, reading and sharing with others.Sharing cat photos on the company Yammer, but also serious business - building and supporting the social interactions that generate learning and cohesiveness. Carrying the IT flag with positivity and integrity, even in difficult times (Computer says 'No!').Supporting the ideas and initiatives of the Race Equality Network, Disability Equality Network and acting like a champion for wellbeing and accessibility. Working as a Knowledge and Information Champion in my team and advising others.Did I mention UAT?

Newcastle Upon Tyne, United Kingdom

Responsible for training design, delivery and evaluation for the National Customer Services Centre, main areas of expertise being the Contact Centre, Safeguarding and Whistleblowing. Delivering regular classroom training to new and existing staff on the Contact Centre’s internal processes and methodology. In this role I was able to make positive contributions by designing and embedding the use of engaging workbooks and trainer manuals. Provided regular 1-2-1 support to staff and undertaking quality assurance of processed work to ensure sensitive information (safeguarding, whistleblowing, complaints) was processed correctly and assigned on as appropriate.Memorable achievements: Designed a Contact Centre course before we entered the 'Top 50 Contact Centres' to boosts the teams awareness of excellent customer service practices: ranked 25 out of 50, from the previous rank of 36.Helped increase the quality scores of the team I was training, from 86% to 94% for the period I was their SME.

Newcastle Upon Tyne, United Kingdom

Memorable achievements:Performed a qualitative/quantitative analysis of incoming queries from the Business and produced a report that would inform our internal response strategy, training and resource management as well as highlighted possible process improvements; this report was utilised by my manager’s manager at the regional engagement meeting to report on results and showcase my team’s workI was selected to be on the first Whistleblowing Team in the Contact Centre – this was a team of four created in response to a business critical incident, where I had the opportunity to contribute to the wellbeing of people in care settings first of all, the Company’s reputation and the Contact Centre’s response capability overall; the work involved first line of response to people calling the Commission with whistleblowing concerns, escalating these appropriately to the inspector, with accurate notes as well as treating the WB with empathy and professionalismWas entrusted to process Enforcement documentation and processes on the Company database, establishing working processes and guidance for the team. I was able to learn the processes and share with the team - this later on became a separate critical part of the admin team, and continues to this day.

Vaslui County, Romania

My 'bread and butter' for five years - this role has been a formative experience for me. Teaching around 1000+ students/year, ages 15-18+ I had the opportunity to tell a few young people about the importance of communication, the role of literature and language in one's life and maybe more than one of them listened.• Designing and delivering Romanian Literature/English classroom training using young adults pedagogy models and following the National Curriculum for both subjects• Employing traditional and modern teaching methods like: lecture, group and individual activities, practical application of theory through exercises, case studies and group tasks, formative and summative evaluations• Supporting end-of-year examinations through test design, invigilating, paper grading• Part of the school's quality assurance group • Classroom management and teacher-parent relationship management• Week-end unpaid tutoring for senior year students preparing for their Baccalaureate

Bachelor'S Degree, English Language And Literature/Letters, 1St Class Ba

Romanian/English Language and Literature

Cipd Level 5 Diploma In L&D, Learning And Development, Pass

The first online CIPD L&D Level 5 qualification, this course is designed to provide students with the skills and tools to transform.