Delivery of SDI training portfolio to delegatesResponsible for delivery, governance, and control of SDI products to ensure consistency. Develop and execute training strategy and setting industry standards.Manage and support delivery of training programs to ensure consistent high standards. Own and lead the development of SDA, SATL and SDM standards, course material and exam refresh.Responsible for partnership with PeopleCert for development of SDA and SDM exams and obligations as a PeopleCert AO.Research and develop new training products and services and methods of delivery.Monthly reporting on goals, project objectives and key results.

Leading 6 Agile Scrum technology teams and 2 Kanban teams to produce and release quality code using Agile framework during 2 week sprintsWorked with Product Owners and Technical Leads to ensure smooth running and eliminate any impediments to workflow using Agile toolsStakeholder management and communicationContinuous Improvement through retro's, daily stand ups and quarterly inspect and adapt sessionsRelease & Change management - creating release documentation including change orders, ensuring VersionOne tagging is correct and tagged to correct release, obtaining approval for change, facilitating demo's and production support reviews. facilitating deployment calls, follow ups on success of release.Prioritization of Workload management - backlog refinement, prioritization (i.e. business value Cost of Delay, WSJF), estimation meetings, velocity reviewIdentifying development opportunities and plans and supporting analysts through the planCommitting to 2 check-in's per analyst bi-weekly to coach analysts based on performance and feedback ensuring that allProject management activities - leading projects through monitoring and tracking project milestones and deliverables. Review project plans to plan and coordinate project activity.Attendance at Scrum of Scrums - review of sprint metrics, potential risks, demosCultivates healthy and motivated team culture, consistently driving improvements into team practices I have also recently completed a Digital Product Manager training program with MadeFor. This involved a practical element to the training using real-life scenarios which allowed me the opportunity to incorporate the learning and how to apply this to the role.

Ensuring the performance of team both in business goals and metrics and behavioursand role modelling,Meeting service level targets and driving efficiencies through process improvements.Identifying development opportunities and plans and supporting analysts through theplanCommitting to 2 check-in's per analyst bi-weekly to coach analysts based onperformance and feedback ensuring that all conversations are documented tomonitor and track progress towards targetsUtilising applications to update and maintain all information relevant to analysts suchas attendance recordsUtilising all Microsoft applications for documentation records, visual displays andpresentation aidsPerform payroll functions, such as maintaining time-keeping information andprocessing and submitting the payroll prior to the cut-off dates.Investigate customer complaints and identify if there is a need for coaching due toanalyst behaviour, additional training provided if determined as a technical issue oran opportunity for a process improvementRespond and resolve customer enquiries or complaints either via email or phone calland provide outcomeMaintain documentation of compliance activities, such as complaints received orinvestigation outcomes.Project management activities - leading projects through monitoring and trackingproject milestones and deliverables. Review project plans to plan and coordinateproject activity.Working closely with the HR department and ensuring all procedures and policies arebeing followed. When necessary, conducting the internal investigation of breeches ofpolicies and handling the documentation and hearing.Train new workers or evaluate their performance.Maintaining an up to date asset management list ensuring that all computerequipment and phones are assigned to the correct analyst and areaServe as a confidential point of contact for employees to communicate withmanagement, seek clarification on issues or dilemmas, and report irregularities.

Incident Quality and KCS Article (Knowledge Centred Support) MonitoringTrending and Analysis of Quality monitorsCoaching on PerformanceInvestigation and Resolution of customer complaintsUpdating and Maintaining Training materialDelivering training to new team membersUtilising SME (Subject Matter Expert) experience to mentor and provide additionalsupport to team membersReporting on productivity and progress towards meeting goals set by leadershipCollaboration and acting as point of contact for 3rd level teamsTroubleshooting and resolving customer issues

Resolving issues within technical applications with existing customers policies andprospective customer quotesCommunicating effectively with agents and agency staff to further troubleshoot andprovide the client with updatesAssisting front line analysts through queue calls through the Specialist queueProvide feedback and progress through Educational OpportunitiesProvide mentor and specialist support during high call volume situations

Assisting Allstate agents and agency staff to troubleshoot and resolve technical issuesthrough telephone calls or through the online Chat portalProviding mentor support and documenting any trends in the reporting toolsUtilising excellent communication skills through all methods of contact during contactwith customers and also internal communicationsProviding excellent customer service on all interactions

Providing excellent customer service while delivering food and beverages to ourcustomersWrite patrons' food orders on order slips and delivering to kitchen staff.Collecting payments and confirming all needs were metTraining new waitresses and bar staff on responding to our customers needsClosing up at nightLocking away the takings and receipts from the evening and ensuring that all takingswere accounted forReceptionist duties such as taking bookings and organising room availabilityProviding room service to overnight guests