Head of Learning Development – Jan 2022Training Manager – May 2020Lead Trainer – Jun 2016Trainer – Aug 2015Team Manager – May 2015My role initially was as a Team Manager, looking after a sales team, but I moved to the role of Trainer after a few months. As highlighted by the progression in my role within the organisation, I delivered consistently strong results in my time here. My time with the company coincided with rapid growth, with there only being circa 100… Show more Head of Learning Development – Jan 2022Training Manager – May 2020Lead Trainer – Jun 2016Trainer – Aug 2015Team Manager – May 2015My role initially was as a Team Manager, looking after a sales team, but I moved to the role of Trainer after a few months. As highlighted by the progression in my role within the organisation, I delivered consistently strong results in my time here. My time with the company coincided with rapid growth, with there only being circa 100 employees at the time started, to at one point reaching over 3500. Handling customer contacts from 35+ clients such as Selfridges, KFC, Aldi, Pizza Hut, River Island, I have played in integral part in the implementation of training solutions for each. This has given me exposure to a very varied range of systems, business process, culture and training types. My part in this growth was being at core of the implementation of new clients. This involved large involvement in process writing/design, systems testing, knowledge transfer, training content design, training delivery and finally evaluation. This was alongside the delivery of internal training on things such as systems, management development and personal development topics. A key success during my time was Ascensos was the implementation of an E-Learning solution, Lessonly. Previously there was no E-learning at all in the organisation. They now have a E-learning packages, featuring multimedia content, across all clients as well as a suite of self directed learning packages on personal and management development. As Head of the L&D team my team consisted of 4 regional lead trainers and 16 trainers based across Motherwell, Clydebank, Isle of Wight, Bucharest, Istanbul and Cape Town. Show less

 Designing and delivering training to members of staff which were relevant to their role within the company. Topics covered included customer service, management development, and note taking.(cont) Identifying, researching and finding training opportunities/courses to help members of staff with their personal development.  Managing relationships with external training providers.  Managing payments and invoicing for external training providers. Development of materials… Show more  Designing and delivering training to members of staff which were relevant to their role within the company. Topics covered included customer service, management development, and note taking.(cont) Identifying, researching and finding training opportunities/courses to help members of staff with their personal development.  Managing relationships with external training providers.  Managing payments and invoicing for external training providers. Development of materials and processes to help the organisation achieve gold membership of the healthy working lives scheme. This included creating HR processes for topics such as mental health. Show less

 Design, delivery and analysis of training to members of staff. Topics covered included computer hardware and software, management development and customer service.  Supporting IT technicians through coaching and training. Conducting cost analysis on training solutions provided and creating presentations which were delivered to the Global training management team.  Worked as one of the lead team members in the design and delivery of Dell’s customer service training which was… Show more  Design, delivery and analysis of training to members of staff. Topics covered included computer hardware and software, management development and customer service.  Supporting IT technicians through coaching and training. Conducting cost analysis on training solutions provided and creating presentations which were delivered to the Global training management team.  Worked as one of the lead team members in the design and delivery of Dell’s customer service training which was rolled out to all agents in Europe, Asia and the Middle East.  Continual self development to keep up to date with the latest technical products on offer from Dell. This was done by attending training courses and achieving technical qualifications in both training delivery and technical support. Show less

 Design, deliver and evaluate training activities ranging from induction right through to training packages for senior management. Implementation of an internal training scheme named Customer Care License, which was a development plan which could be tailored to meet the needs of individual employees.

 Designing and delivering tailored training packages to organisations on a freelance basis.  Clients included LA Fitness, Scottish Water, Glasgow Training Group, Arnold Clark.  Conducting coaching sessions with clients.

 Designing and delivering tailored training packages on behalf of clients of the organisation (Thus/RHL are an outsourcing call centre).  Coaching and developing members of staff Conducting training needs analysis and cost analysis on training programmes

 Designing and delivering tailored training packages on behalf of clients of the organisation (BeCogent were an outsourcing call centre).  Coaching and developing members of staff Conducting training needs analysis and cost analysis on training programmes Prior to moving to the training team I worked in sales for this organization. I sold insurance products on behalf of Stonebridge insurance and was part of the customer retention team for AOL. As a result of my continually… Show more  Designing and delivering tailored training packages on behalf of clients of the organisation (BeCogent were an outsourcing call centre).  Coaching and developing members of staff Conducting training needs analysis and cost analysis on training programmes Prior to moving to the training team I worked in sales for this organization. I sold insurance products on behalf of Stonebridge insurance and was part of the customer retention team for AOL. As a result of my continually achieving my targets I was able to progress to the role of trainer. Show less