Responsible for building, delivering and maintaining training courses at Gatwick Airport. One to One coaching, classroom delivery, workplace assessment, full day hosting and conducting 'Welcome to Gatwick' introduction tours. Ad hoc presentation to external organisations.Key Achievements:• Improved staff competence, enhanced passenger processing performance, and increased customer service levels by initiating a course to address the continued inconsistency in the handling and classification of prohibited articles • Enhanced internal relations and improved the external customer experience by designing a suitable course incorporating key skills in mediation and resolution, allowing terminal staff to handle situations of conflict• Reduced non-compliance failures of the Initial Security Training Programme by undertaking a complete rebuild that logically progressed candidates through stages of learning. Introduced an improved x-ray recognition programme • Received ongoing management feedback concerning the improved customer focus and attitude amongst staff following training course delivery• Responsible for delivery and maintenance of the 'Welcome to Gatwick' introduction day incorporating the history, strategic direction and full tour of Gatwick Airport delivered to all levels of newly appointed staff• Active part of team that attained an external Quality Assurance rating of Outstanding and approved CAA provider of Security Training● Maintained relationships across the business including line managers/security duty managers to continually develop training content that met the needs of the operation

● Acted as contact between Gatwick and the Jamie Oliver openings team leading to launch of first restaurant in airport location● Offered invaluable airport experience and advice matching restaurant team members with internal contacts to resolve issues● Developed and maintained working relationships across the airport retail sector to enhance restaurant and retail offering

Responsible for building, delivering and maintaining training courses. One to One coaching, classroom delivery, workplace assessment, Key Achievements:• Received Excellence Award for delivery of Welcome Host Gold Programme - City of Guilds• Reduced levels of workplace related muscular skeletal issues following work with Occupational Department and review of current practices

Active in all terminal operations ensuring the efficient flow of passengers through the airportFirst responder to medical, security, evacuation and disruption issues Representative at meetings with retail, facilities, engineering, maintenance and Gatwick Control Centre Accident and Investigation, Health and SafetyMonitor passenger flow and assist handling agents, airline staff and securityBuilt and delivered training program for new members to IPA team

All aspects of security screening/searching undertaken - body, bag, vehicle and premises in accordance with DfT regulations. Recognised or maintaining excellent levels of customer service in a passenger facing environment. Member of the Security Improvement Team working on projects to improve the security working environment. On Job Trainer of new staff to role.

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