I led on the design, development and implementation of a range of digital learning for use within our business and sold externally. I mainly used Captivate alongside the Adobe Creative Suite including After Effects.- Updated our digital learning offering by defining and supporting the use of standards in design, software, development and deployment.- Led the development of our digital learning strategy; digital transformation and creating a collaborative culture of learning to support business growth.- Engaged with senior stakeholders and people across the business to lead, consult, support and influence on a range of projects.- Coached members of the team and colleagues in the business to use a range of digital learning tools such as Captivate, Articulate Storyline and Adobe After Effects.- Developed (and supported others to develop) a range of technical pension digital learning; for internal and commercial use, generating revenue.- Developed a suite of systems training videos, used within schools.- Designed and provided career support (including coaching) to assist colleagues undergoing significant change, including redundancy.- Created a range of videos, including animation to support learning and engagement on a range of topics.

Partnering with people across the business, I led on the L&OD offering for the Care & Support side of the business.- Managed the design and implementation of service-specific learning pathways across all registered and non-registered services (around 800 services).- Led on the design and implementation of a 12 week Care Certificate Induction Programme to services across the business.- Recruited and coached an existing service manager from within the business to become an essential member of the L&OD team.- Worked alongside managers and teams in the business (including quality & risk), coaching them to support the growing learning culture.- Engaged with senior leadership team and HR business partner to define learning strategy, create reporting and analytics tools and support talent/ succession planning.- Designed and delivered a range of workshops, training and digital resources.- Supported the recruitment and development of new eLearning Developer within the business.

Led on digital learning development, working with Subject Matter Experts to create engaging digital learning solutions. - Created 17 new online learning modules and assessments within the first 10 months of joining the business, updating design and introducing modern approaches to interactivity.- Coached colleagues within the business to use Adobe software to support creating a range of digital resources.- Engaged with stakeholders across the business to embrace digital as part of a blended learning approach.- Identified and fix bugs with current learning whilst migrating modules into new software; reducing pressure on the team handling inquiries.- Quickly resolved issues with learning modules and the LMS, escalated by the L&OD team.- Contributed to development of the wider L&OD strategy by demonstrating the potential that digital learning has to offer.

Supported a range of key projects within NHS Direct including career management, outplacement and statutory and mandatory compliance.- Developed a statutory and mandatory learning micro-site and a range of new e-learning. Staff engagement in this area subsequently increased to unprecedented levels within the organisation; increasing engagement and completion of learning by 291% and reducing learning time/ impact on the business at zero cost.- Developed a career support zone allowing staff across the organisation easier access to a range of personalised career related support. - Designed, developed and delivered a range of career confidence webinars and coached a team of Support Advisers to successfully use these to provide group and one-to-one support to colleagues across the organisation. Feedback on these have been excellent which has led to further ones being developed following additional needs analysis.- Managed a case load of career counselling clients within the organisation; empowering colleagues across the organisation to make confident career related decisions.

Trained by specialist career management company 10eighty to support NHS Direct employees through delivering workshops and one to one career coaching. Worked as part of the project team developing strategies and monitoring/managing performance to ensure success of the project against key targets and aims.• Tailored and delivered a blended career focus training package to successfully engage with clinical and none clinical employees at different band levels across the group; achieving excellent feedback.• Supported the set up of a Colleague Support Centre at NHS Direct Nottingham and other sites across the group ensuring 24 hour access to careers information, resources and advice. This enabled colleagues on all shift patterns to have access to support.• Monitored performance, engagement and colleague feedback against project aims and objectives and developed strategies to improve confidence in workshop delivery and one to one career coaching.

Assessed the individual needs of patients and used research to provide information specific to their needs relating to health conditions and medicines. The purpose was to empower people to make safe and informed choices about their health.• Consistently high audit results of personal work achieved, helping the service to achieve 97% overall patient satisfaction, 99% for professionalism and 98% for knowledge from patient surveys (April-June 2012).• Mentored and coached colleagues as a preceptor to improve performance and maintain safety to help achieve the above results. The above figures each improved on the surveys completed for January to March 2012.• Supported depression and high cardiovascular risk patients as part of a research project in conjunction with Bristol University; providing coaching, advice and information. This is a new project which is already showing positive improvement of PHQ9 scores of depression patients and reductions in cardiovascular risk (QRisk2).

Triaging patients as they access the service using bespoke software to assess needs and ensure patient safety. Providing information, advice and signposting to either other services within NHS Direct and external providers.• Consistently achieved high results from audits in terms of customer safety, satisfaction, empathy and efficiency.

Initially recruited as a facilitator within the college; supporting individuals and small groups of learners with additional learning needs. Asked to manage modules within BTEC Health and Social Care (Level 1-3) courses and Key Skills (Level 2-3) developing and delivering content to maximize learner achievement. • Produced Schemes of Work and Lesson plans for modules that met the individual needs of learner groups housing a range of additional learning needs.• Received excellent feedback through peer/ professional and learner reviews for developing and delivering content that maximized engagement and encouraged achievement. • Secured appropriate funding for all learners assessed as requiring support through effectively communicating and liaising with appropriate internal and external professionals/ organizations. • Achieved high levels of student retention and achievement in modules delivered.

Telephone customer services support primarily involved in resolving escalated customer complaints satisfactorily. Liaising with the logistics department to re plan routes and deliveries to achieve high levels of customer satisfaction.

Reported to the Regional Business Development Manager and responsible for the business, all staff, customers and contracted personnel who attended the premises. • Stabilized previous stock and cash loss which had occurred under previous management through effective cash and stock management, new security measures and effective staff management.• Improved customer satisfaction surveys received since becoming manager through introducing and implementing a structured training and recognition scheme at site. Recruited reliable new staff effectively who shared the values of the service and brand.

Responsible for the site and staff in the absence of the manager. The main responsibility delegated to me was the training and development of staff members.• Implemented a structured training and recognition scheme building upon the one already within the company nationally. Customer and head office customer service audits improved. • Responsible for seasonal specific brand up selling incentives at site. As a result of the training, motivation and recognition incentives introduced, our site improved the most within the organization nationally and I won an all expenses holiday to Florida and a party for the staff at site.