Additional Roles• Operations Manager: March 2020 - June 2020• Second Level Support Manager: October 2019 - June 2020• Following recognised frameworks in all aspects of L&D, ensuring our interventions keep current with industry standards• Creation and development of performance support and knowledge capture/sharing tools - driving AHT decrease, NPS increase, and overall agent experience improvement• Ensuring alignment of the L&D function to the overall organisational strategy, playing a key role in the achievement of business goals and targets• Drive communication within the organisation, advising Senior Mgmt. on effective methods, as well as creation and coordination of key messages to the organisation• Evaluation and management of L&D team, ensuring performance is maintained at a high standard and creating development plans for each individual team member.• Coordination of all training activities within the organisation, ensuring adherence while maintaining the needs of the business • Design and curate email “dailys”, focused on reinforcement of learning, and improvement in quality and employee engagement

• Highly involved in all stages of the training cycle• Act as an SME for the department, educating team members and other colleagues• Design, develop and deliver training interventions • Work closely with client SME’s to ensure information is current and relevant• Maintain training records for all employees through Training Manager, as well as other LMS functions on Moodle and SharePoint to ensure ISO and GDPR compliance• Analyse and identify knowledge gaps, work with key stakeholders to best address these needs - develop, design and deliver training based on the outcomes, and evaluate the results

• Fulfill a call taking / making role across consumer tech, enterprise tech, consumer best start and order validation teams• Act as a mentor to new team members, providing support and on-the-job training where necessary• Achieve key performance indicators, meeting weekly / monthly targets• Act as a brand ambassador and resolve customer issues by upholding the key customer service pillars of empathy and ownership

• Training and supervising staff• Monitoring stock levels• Advertising, marketing and promotion• Quality control and product management• Key holder for premises and safe

• Established new filing system• Payroll and accounting• Data entry and database management• Customer care• Key holder

• Adhering to HACCP protocols• Monitoring food temperatures• Customer service• Anticipating sales and preparing as needed

• Adhering to HACCP protocols• Monitoring food temperatures• Customer service• Anticipating sales and preparing as needed