Lorna Lambert, Miacp And Assoc. Cipd Email & Phone Number

Ireland

County Dublin, Ireland

Psychotherapist, Counsellor and Coach

Dublin City, County Dublin, Ireland

Providing individual counselling and coaching support to a corporate workforce.Designing and delivering training on various mental health and resilience in the workplace topics.Working closely with a wider team of mental health professionals to support the implementation of a corporate wellbeing programme.Acting as the wellbeing point-of-contact for team(s) to gather insights and feedback about well-being to assess effectiveness and suggest enhancements.

Dublin, County Dublin, Ireland

Working online with a wide range of issues within a Person Centred approach, including, but not limited to, Humanistic and Integrative, Gestalt, Art and Solution Focused Brief Therapy. Responsible for relationship management and diary management.

Bray, County Wicklow, Ireland

Providing professional face-to-face therapeutic services to adults over 18 years of age, that are accessible and affordable in the local community.

Dublin City, County Dublin, Ireland

Working with all areas of the Business to deliver the bank’s strategic objectives for Responsible Behaviour as determined by the Customer and Sustainability Committee (CSC). Responsible for embedding a culture where our decisions and actions are designed to ensure fair and sustainable outcomes for all stakeholders.

County Dublin, Ireland

- Represent the Voice of the Customer throughout the organisation- Communicate Customer results to the wider business in an effective and timely manner to build traction and develop meaningful change for our Customers- Develop and imbed customer service & experience standards and charters in the organisation- Lead, drive and embed a culture of world class excellence in the way we engage with our customers- Work with key stakeholders in the business to continually review and evolve the processes used to track, qualify and translate every interaction on the customer journey- Influence key staff members to champion enhanced customer experience- Lead prioritised service delivery improvements- Identify, own and deliver on KPI’s that help to better understand and deliver to customer expectations- Advise on the latest trends and thinking on high-quality customer experience delivery- Train and develop colleagues in all areas of the business on Customer Centricity and Customer Experience- Deliver robust induction programmes to all new starters. Develop, deliver, evaluate and measure workshops in Customer Experience with all areas of the business- Develop strong working relationships with stakeholders and those on the front line with the objective of improving all aspects of the customer experience- Demonstrate creativity and innovation in delivering customer service & experience excellence

County Dublin, Ireland

- OVERVIEWDriving continuous improvement to the customer experience and providing positive and customer-centred support at all times - Effective communication of the Customer Experience Strategy across the organisation - Work with key stakeholders across the business to ensure that Customer Centricity training and coaching is effective and fit for purpose - Engage with Business Units to ensure Voice of the Customer (VOC) insights are reflected in existing processes and any redesign- VOC representative in new product/proposition development- Collation, analysis and reporting of Customer interactions across the business to ensure customer expectations are being consistently met- Development and implementation of initiatives to consistently improve customer experience at key touch points in the life cycle- Collations of key customer lead and lag indicators to enable proactive management of and response to potential customer impacting issuesACHIEVEMENTS- 1st financial institute in Ireland to be accredited in Customer Experience Excellence by the CX Company. 2019- Nominated for 'The Spirit of KBC' Award Oct 2018, for living and driving the KBC CX culture.

County Dublin, Ireland

OVERVIEW- Leading a team of experienced, engaging and result focused coaches and trainers- Supervise, train and coach team of Sales Excellences Associates for effectiveness and to manage relationships to ultimately drive performance within hubs (across Ireland) and contact centre (Dublin)- Collaborate with Senior Management to identify and propose learning solutions that align with strategic objectives - Work directly with all Key Stakeholders who oversee and manage the distribution network (hubs and contact centre) to ensure the highest training and quality standards are met and maintained. In addition, cultivate and maintain relationships across the wider network within KBC (Marketing, - Products, Governance, Innovation Hub, Operations, and HR etc.)- Working closely with L&D to support learning plans that anticipate and respond to short and long term internal staff needs - Creation, strategy, implementation and delivery of training programmes and solutions, supported by individual coaching interventions - Continuous evaluation of the overall effectiveness of the Great Conversations Program to support internal staff whilst delivering a consistent customer experience - Collect and summarise coaching and training performance data, identifying opportunities for improvement and present findings monthly to Key Stakeholders and Senior Management - Proactively monitor the performance of our people to look for individual and group training / coaching needs - Design, delivery and evaluation of a range of supporting training and group coaching programs - Overview of the creation of effective and engaging training and coaching material ACHIEVEMENTS- Winners of the 'Champion Coaching Strategy 2017', Irish Sales Champion Awards- Shortlisted for the' Best Training & Development Programme', Irish Customer Contact & Shared Services Awards 2017, CCMA

Dublin, Ireland

OVERVIEW: Responsible for leading and embedding the KBC Great Sales Week & Great Conversations programme, with the objective of improving employee sales performance and manager effectiveness TRAINING & DEVELOPMENT:- Delivering training of the KBC Great Sales Week & Great Conversations programme to new and existing members of the team to support them in achieving excellent performance in their roles - Creating training programmes as required, ensuring continuous upskilling of all sales and management teams through group facilitation and 1:1 development activities where required (e.g. team development sessions, coaching, 360 degree feedback)- Performing continuous training needs analysis to identify knowledge gaps for existing staff and developing training plans to meet the individual or group need in conjunction with coaching team and team managers - Working closely with each team manager to ensure all training initiatives within the area are replicated, executed and monitored to ensure successful implementation and application - Supporting team managers in coaching their teams for performance - Engage with external business partners to support coaching and training for the retail sales team - Support the continuous improvement of coaching, training and development initiatives by keeping up to date with best practices and new trends ACHIEVEMENTS:- Winners of the best 'Champion Coaching Strategy 2017', Irish Sales Champion Awards- Shortlisted for the 'Best Sales Training Programme 2016', Irish Sales Champion Awards- Winners of the ‘Retail Team of the Month’ KBC, April 2016 - Winners of the' Best Sales Training Programme 2015', Irish Sales Champion Awards- Shortlisted for the' Best Training & Development Programme', Irish Customer Contact & Shared Services Awards 2015, CCMA

Mespil Road, Dublin 4, Ireland

OVERVIEW:Responsible for pro-actively soliciting and handling corporate related opportunities for the Mespil Hotel and also the Lee Hotel Group.Member of the Dublin Chamber of Commerce on behalf of the Mespil Hotel.

Dublin 3

I worked as a Coach-Therapist which is a pioneering way of working with clients that integrates the practice of coaching and therapy. It is a combination of achievement-oriented work infused with psychotherapy. The blend of coaching and therapy is tailored to each individual, their issues and goals and can be aligned both professionally and personally. Looking at both ends of the spectrum, aspirational and past issues, can support sustainable life changes. Problems or deep rooted patterns that may be holding a person back and stopping them from realising or achieving their future goals are addressed so that clients can work forward both professionally and personally. Main Focus Areas: Goal formulation and goal setting - Idea formulation and strategic coaching - Work related issues including stress, interpersonal conflict, bullying and personal development - Coaching for lifetime changes - Relationship difficulties and breakdown, at work or at home - Self-esteem, confidence and assertiveness - Anxiety (GAD) - Depression - Suicidal thoughts or plans - Loss & Bereavement - Childhood issues & trauma - Anger.I worked in an “eclectic” way, using the best from different approaches depending on the client’s issues. I also include in my practice, the most widely used therapy frameworks today including:Cognitive Behavioural Therapy (CBT), Mindfulness at work, Art Therapy , Existential Therapy, Transactional Analysis, Gestalt Therapy, Attachment Theory, Psychoanalysis, Psychosynthesis, Psychiatric Training using DSM-IV.

1St Floor, The Fitzwilliam Hotel, 128 St. Stephens Green, Dublin 2, Ireland

OVERVIEW:Develop and drive new business to Thornton’s Restaurant and identify and develop other possible business opportunities. Foster additional and repeat business from existing clients and achieve maximum occupancy on a daily basis.

128 St. Stephens Green, Dublin 2, Ireland

OVERVIEW:Management of all events and groups within the Hotel in conjunction with ensuring business opportunities and revenue are maximised for all areas of the Hotel.PEOPLE MANAGEMENT, TRAINING & DEVELOPMENT:Assisted with the selection process for the M&E operations team to compliment Events & Groups Manager Composed job description for M&E operations team outlining task, duties and responsibilities, determining knowledge, skills and abilities required.Developed induction plan and training plan specific to M&E operations team Conducted job chats in combination with performance related issues Identified and suggested development training programmes for M&E operations team SPECIAL PROJECT:Tasked with rejuvenation of M&E product and offering

North Dublin

Doras Bui is a community resource centre for one parent families providing a range of activities and supports. I contributed to the Counselling services offered by the centre from November 2012 to June 2013 where I worked with a range of clients with their own unique challenges.

Earlsfort Terrace, Dublin 2, Ireland

OVERVIEW:Tasked with maximising rooms, groups, conference and events revenue for the hotel through pro-active selling and commercial management techniques. Managed the day to day performance of the Groups, Conference & Events Sales office and the on-property Reservations Team in the active conversion of customer enquiries into confirmed sales to develop future and repeat business contributing to the profitability of the hotel. PEOPLE MANAGEMENT, TRAINING & DEVELOPMENT: (Team of 5)Responsible for ensuring statutory training requirements were completed and also development training requirements were identified and subsequently promotedManaged the recruitment and selection process for the GC&E Team via Taleo Developed departmental induction plans and completed probation reviews Developed training material and manuals to support new and existing employees Conducted job chats on a monthly basis in combination with performance related issues Conducted performance appraisals on a biannual basis and liaised with T&D manager to support team members in the performance goals. Lead/ supervised the weekly skills training as agreed with departmental trainer Managed and monitored the GC&E incentive scheme Lead departmental meetings on a monthly basis Coaching & Mentoring for leadership programmes Compliance with work place Health & Safety policies Ensured uniform standards were maintained ACHIEVEMENTS:- Successful completion and recognition of Centre of Excellence Audit for GC&E Department in 2013 - 'Irelands best business hotel of the year' 2012- ‘Hotel of the Year’ 2012 Select Division (Hilton Balance Scorecard)

Stillorgan, Co. Dublin, Ireland

OVERVIEW: Prospecting, qualifying, selling, closing and delivering of a variety of events, from leisure to corporate, within the Hotel. Maintaining and developing client relationships and business opportunities while contributing to the hotel strategic sales & marketing plans.PEOPLE MANAGEMENT, TRAINING & DEVELOPMENT:Directed the recruitment and selection process for the events team Conducted job chats in combination with performance related issuesCompliance with work place Health & Safety policies Ensured uniform standards were maintained Liaised with HR department & GM to identify sales training directives such as: The good sales person/ What buyers like & do not like/ The sales process/ Show-around trainingIn addition, devised action plans following mystery shopper reports and conducted departmental and interdepartmental training to support this function.ACHIEVEMENTS:Optimus (Failte Ireland), Service Excellence Programme; Award Received 2010/2011Lead a team of 8 to develop SOP manual for each department of the Hotel in line with the aims and objectives outlined by the Optimus programme.

Cush Point, Sutton, Dublin 13

Ba Hons In Integrative Counselling And Art Therapy, Art Therapy/Therapist, Ba Hons In Integrative Counselling And Art Therapy

Art as a therapeutic intervention works by helping clients to connect with and understand their inner world, and towards the development.

Accredited Diploma In Executive And Life Coaching, Executive & Life Coaching, Distinction Qqi Level 6

Activities and Societies: Member of the Quality Coaching Circle (“QCC”) from February 2016This covers covered, yet is not limited.

Cipd, Human Resources Management/Personnel Administration, General, Cipd In Human Resource Development

A comprehensive course covering the management & coordination the HR function and core skills required for training and development.

Fetac Train The Trainer, Workforce Development And Training, Distinction Qqi Level 6

(1) Training and Development, (2) The Learning Process, (3) Learner Profiles, (4) Training Needs Analysis, (5) Training Program.

Graduate Diploma In Integrative Psychotherapy, Mental Health Counseling/Counselor, Dcu Awarded Graduate Diploma

Activities and Societies: Class Representative 2010 - 2011An integrative approach incorporating experiential training, clinical practice.

Pr And Event Management, Event Management, Diploma

Provided the opportunity to develop practical Event Management skills and insight into stratagies required for independant and global.

Certificate In Advertising, Advertising, Honours

Bsc. Hospitality Management, Hotel & Business Management, Degree