Liam O. Email & Phone Number

Pontypridd, Rhondda Cynon Taff, United Kingdom

Responsible for the delivery of world class training to all levels of staff within the Centre and to provide follow up coaching support, as and when required. Recognised as a finalist in the Welsh Contact Centre Forum awards, within the ‘Trainer' and ‘People Development' categories for 2010, 2011 and 2012.Awarded ‘Support Star of the Year' for the outstanding contribution towards business objectives. Selected to deliver training internationally and supported the launch of our very successful grocery online shopping service throughout Eastern Europe. Embraced the challenge of delivering through Interpreters. Welcomed the opportunity to be an ‘Inspiring Great Performance Champion' to drive forward the Company's exciting culture change within the centre. Created many initiatives to inspire all employees and keep the culture alive - received company ‘Values' award in recognition of commitment demonstrated and results achieved. Chosen to step into the Learning and Development Team Leader role during periods of absence. Successfully ensured the smooth running and management of the team and training plan. Liaised with key stake holders to maximise training potential.Confidently designed and delivered Interview skills, coaching workshops, effective apology and Personal Development Plan sessions in order to support the ongoing career development of ambitious and driven colleagues.Played an instrumental role in the successful management and implementation of the new Telephony platform across the business.

Successfully trained new advisors onto new systems.Managed the team's workload and delegated tasks accordinglyLed team building exercises and sessions on improving customer service.Maintained high level of service towards internal /external customers.Ensured all data bases used were accurate and utilised.Ensured Data Protection Act was fully adhered to by colleagues.Negotiated pricing with key customers.

Maintained high level of service to all customers.Coordinated timings for vehicle servicing and repairs.Provided verbal and written assessments for repairs to vehicles for customers and insurance companies.Assisted in processing and submitting warranties.Dealt with customer complaints promptly and efficiently.Created daily work sheets to best utilise timings for the three technicians.

A very experienced instructor having completed four separate roles ranging from New Entry Instructor developing raw civilian recruits into young, motivated Naval trainees. Delivered professional training to all levels of Radar operators throughout their career. Managed and coordinated an operations centre of approx. 100 personnel, consisting of various roles and responsibilities.Coordinated and delivered training in on-shore simulators, classrooms and on board ships at sea.Successfully assisted ‘Head of Department' in the daily management and administrative duties. Responsible for personnel development, training and welfare for all junior personnel. Provided counselling and advice for staff who required support. Controlled highly sensitive equipment, data and documentation in accordance with MOD security regulations. Performed regular system checks, reported, planned and oversaw maintenance, resolved equipment problems. Provided comprehensive and detailed personnel reports & annual appraisals. Managed training programmes - chaired planning meetings, reported to upper management, analysed shortfalls, collated data, liaised with providers and students and maintained training records. Ensured that the training simulators were operational and resolved manning and equipment problems with maintenance staff support.