• Design, development and delivery of training materials• Use principles of adult learning to develop classroom training and e-learning• Evaluation of course content, materials and delivery in order to improve course effectiveness• Ensure that all staff are given the appropriate level of training and development to effectively carry out their role. Delivering training for new staff members, and progressional training for existing staff• Stay up to date with training developments in order to adapt training delivery and approach• Assess the most effective delivery method for training• Proactively identify training needs and skills gaps within the business• Undertaking root cause analysis and identify solutions to resolve issues• Analysing monitoring transactions to identify areas to improve training and quality• Working closely with training team members and operations department to ensure training meets business requirements and aids in the smooth running of the call centre• Work with operational teams to ensure that new / updated procedures are correctly implemented and relevant training is given and documented• Assist the Training Manager / Senior Training Consultant to develop training plans and schedules in-line with business needs• Completing and maintaining training documentation to set timescales and standards• Develop self and maintain knowledge in relevant departments at all times• Assist in the Call Centre when required and other ad – hoc duties as required including Disaster Recovery

big part of my role is project management and I am heavily involved in new projects from start to finish. I manage and roll outs to the team or customers. I have been involved in numerous projects through my time with Intercall.• Support and coach up to 10 Reservations staff. • Answer questions and queries from the team in reference to day to day standard operating procedures.• Support newly trained staff to develop their skills and confidence booking and answering Customer Service queries on all types of conference calls.• Ensure staff are completing allocated tasks and supporting the business according to schedules. • Monitor changes and updates to call schedules throughout the day and ensure team are fully updated.• Liaise with Resource/scheduling teams to ensure staff are allocated in the correct areas.• Coach and develop staff by 121 coaching and support on live calls.• Call monitor individuals; providing feedback on development areas.• Roll out procedural and process changes.• Support the Reservations Team Leader with ad hoc tasks required.• Provide regular feedback on the ‘health’ of the team to your Team Leader.• Support the team to ensure all customer queries are answered to both the business and customer’s satisfaction.• Ensure that all queries are answered at 1st Point of Contact and escalated accordingly if any issues are identified.• Assist the team when logging any cases against conferences that are not 100% perfect.• Ensure that business affecting and customer affecting errors are logged and reviewed accordingly• Working with the Team Leader – support the team to achieve service levels

Customer facing role dealing with all reservation types, high profile conferences. Provided customer service and product knowledge to customers

open the Barnwood site at the designated time (05:45), ensuring that the Service Centre is prepared for the working day ahead: PCs logged on, quiet rooms prepared etc• To close down the Barnwood site at the designated time (latest 22:30), and be responsible for powering down relevant systems, building security checks and locking up the site• To ensure that all appropriate systems are logged in• To be responsible for handover from the Canada based EMEA Out of Hours teams, ensuring all requirements are understood and handed to the relevant teams within Operations• To be responsible for collating the handover from EMEA to the EMEA Out of Hours teams based in Canada and ensure the Out of Hours team are aware of and fully understand all requirements before the EMEA site closes• To ensure that any absence notifications are collated and any early morning coverage issues are raised with the On Call T/L or Manager• To ensure that the next day’s Op-Assist calls are set up ready on the appropriate bridges with Additional Info Sheets uploaded where required• To support all departments with work backlogs• Liaise with Implementations to ensure ad hoc requests are supported• To be confident to make decisions and /or escalate issues appropriately whilst working alone or with minimal supervision• To cover all Service Centre duties between handover periods• To fully support the Service Centre to ensure that all departments are able to meet Service Levels• To adhere to all out of hours processes and escalate appropriate in the event of a crisis• To respond to unforeseen circumstances (absence) and amendments to calls at a short notice

I managed the sales team on the floor, and had to ensure all targets were met as a store. I had to train and coach the sales agents as well as managing their performance

Meeting daily, weekly and monthly sales targets and increasing revenue for the business. I was in the Top 110 of the whole UK on a number of occasions