Lee Lyons Email & Phone Number

Leeds, Leeds, United Kingdom

Wakefield College

Wakefield, United Kingdom

To provide leading edge training and support, helping apprentices achieve their goals and maximise their potential. We demonstrate passion and commitment to our learners and clients to provide a range of qualifications.

Yorkshire

Delivery of a wide range of NVQ qualification frameworks & standards

Leeds, United Kingdom

•Proven ability to successfully plan projects and activities. •Ownership and creation of a department wide engagement strategy•Top Team across Advance proposition for Customer Engagement ( evidenced through quality monitoring)•Department lead for Customer satisfaction, inclusive of ownership and creation of peer group comparison performance. •Successful Career Path planning and have developed individuals into different roles within the last 2 years. •Site lead for UK Safeguarding changes evidencing a clear understanding of managing risk •Successful attainment of Retail Banking Certification •Site member of CRUK fundraising team since 2012 •Within my role I am line manager to 10+ staff, dealing with all aspects of people management and ensuring all development requirements are met.•Responsible for delivering monthly 1:1’s to my team members, completing call listening and delivering structured coaching to staff across the department including annual appraisals. •Holding informal and stage one formal disciplinary hearings around absence and performance. •Achieved and exceeded performance metrics for efficiencies, quality, customer satisfaction and customer needs. Have achieved 100% consistency in call monitoring for last 2 years and average file review score is above target and peer average.•Department advocate for UK Campaigns - site winners for 2015 Home Campaign, •Maintaining strong engagement within the team. Managed absence within the team and supported individuals back within the work environment after prolonged periods of long term sickness. Creating a supporting environment that they want to be part of. Rehabilitation plans playing key in a balance of support vs. accountability.•Duty manager responsibilities including opening up and closing of site ensuring all MCF checks are complete and risk is managed, managing service and responsible for all staff on site .•Systems knowledge•Level 3 NVQ Management

• Effective management of under performance• Adopting Performance Management principles• Activity Management to drive sales performance • Mentoring new Team Leaders•Coaching customer facing representatives to have the ability to reach and exceed their sales and call quality measures. Through side by side support, running and setting Personal Improvement Plans, bespoke training and workshops and leading from the forefront.•Drilling down weekly site performance and communicating this in large buzz sessions to a mixture of customer facing representatives, team leaders, managers and senior leaders on a weekly basis.•Creation and implementation of site wide incentives focussing on key objectives.•Delivering and facilitating training, demonstrating what good looks like.•Balance my workload to ensure that I can maximise my productivity to complete my own work and meet any additional requirements.

•Live customer call taking - a top performer across department. •Piloting new processes and procedures. •Coaching and supporting new to bank CSR’s in new role, taking them live on first calls, up skilling and training ad-hoc dependant on individual need and also in group sessions.• Mentoring new employees•Initial team to go live with sales calls

Leeds, United Kingdom

Caring for children in family centres from 0 - 7 years

Toronto, Ontario, Canada

N.N.E.B, Early Childhood Education And Teaching

Education record