Dedicated Learning & Organisational Development Consultant with a deep passion for driving positive impactful change and adding tangible value through innovative learning solutions, strategic change initiatives, and knowledge management. My goal is to help organisations unlock their potential, enhance their culture, and optimize knowledge sharing. With a strong track record of success in the field, I empower businesses to thrive in dynamic environments.Key Skills:• Learning Strategy Development• Organisational Change Management• Culture Transformation• Knowledge Management• Leadership Development• Talent Management• Employee Engagement• Performance Improvement• Team Building

Leading a multi discipline department of over 60 managers and professionals across four award winning teams: the Learning & Development Team, the Quality & Coaching team, the Communications & Knowledge Management team. Member of the Diversity & Inclusion company steering group Achieving genuinely industry leading customer experience results, record breaking employee engagement levels, significant cost savings and efficiencies; all benchmarked externally through national awards in a multi-site regulated environment. Described by the Institute of Customer Service as “The highest performing company in the Country” for Customer Experience and Employee engagement.

Working with third party companies, developing and delivering bespoke customer experience and learning and development programmes.Conducting business and training needs analysis, developing customised change programmes that achieved significant business results.

• Head of a highly successful training design house leading over 60 L&D professionals & managers in BT Retail’s customer contact centre organisation.• Supporting all the training needs for over 16,000 BT Customer Contact Centre staff with over 50 lines of business, covering 33 sites in UK & India.• Extremely extensive work stack, including a portfolio of over 30 separate business areas induction courses and in excess of 200 new training interventions per year; including Sales training, development programmes, market driven campaigns, legal/regulatory/compliance requirements, behavioural and systems update, CRM role out etc.• Teams included face to face training and internal e-Learning design team - extended the e-Learning delivered to 30% of training from a base of 5%.• Created and implemented a range of performance management metrics and successfully developed hard wired objectives for the organisation.