Keith Edwards Email & Phone Number

Cheshire

• Rent review projects with registered providers to ensure compliance with regulatory standards• Financial data analysis.• Report writing.• Working with stakeholders to diagnose learning requirements.• Design of bespoke courses and training modules for clients.• Facilitation and delivery of contact centre, customer service and credit collections workshops.• Performance coaching for teams and individual managers.• Remote call listening to organisations and provision of feedback / coaching reports.• Delivery of remote training.

• Facilitated induction training to new colleagues (inc. remote delivery).• Review and design of new training material for collections induction workshops.

Project with Barclaycard• Delivery of training workshops supporting rollout of a Persistent Debt project.• Facilitated induction training to new contractors and internal colleagues (inc. remote delivery).• Review and design of new training material for collections induction workshops.• Call listening and one to one coaching with colleagues to support their RTC journey.• Remote call listening, QA feedback and assessment against KPI’s.• Following COVID lockdown in March 2020, I also took up a temporary telephony post to support the project in managing a spike in call volumes prior to training activity resuming.

Manchester, United Kingdom

Project with Barclays Bank and Barclaycard• Remote call listening, QA feedback and assessment against KPI’s.• QA coaching feedback to colleagues.• Preparation of MI, coaching reports and liaising with Senior Management Team.• Listening to live customer calls, providing one to one coaching and feedback to colleagues.• Developmental support to newly qualified colleagues on live calls, following initial training.

Project with Lloyds Bank• Additional post to Team Manager role, working on a new investment cohort.• Integral role in a pilot team for the design and implementation of new processes.• Responsibility for managing new workstream across all case review teams.• Design and delivery of training modules to support new work-stream.• Training and up-skilling of all project case handlers and team managers.• SME support to review case handlers, QC/QA teams and team managers on project, and external partners, KPMG and Accenture.

Project with Lloyds Bank• Operational management of a call centre review team. • Team QA assessments /call listening.• Collation/provision of MI and performance reporting. • Successful track record in managing new contractors through route to competency journey. • One to one coaching, regular training delivery and live call listening.• Successful development/coaching of team members, enabling progression to other roles.

Project with Lloyds Bank • Risk assessment of advice process including inbound/outbound customer calls.• Responsible for reviewing suitability of advice given to customers in sales of regulated products. • Collation of MI and report writing, to support Senior Manager. • Acted as deputy team leader, covering holiday periods and providing support to other teams. • SME to new contractors, providing coaching and training to support their RTC journey.