Sharon Tilley (Was Dutton) Email & Phone Number

This role includes direct interaction with various learners, ensuring they complete their Key Skills Application of Number and Communication award for their NVQ. This role includes revision sessions with the learners to prepare them for their online tests in both subjects. I also assess each individuals portfolio and ensure all work meets the standards of the qualification. I am required to work with a wide variety of learners with different learning abilities, training, supporting and invigilating them through their tests.Assessor duties - this role involves working with 16-19 year olds in a work based environment, mostly who have just left school. This role involves delivering QCF Customer Service Level 2&3 programmes to 16-19 year including both assessing through the programme and delivering Key Skills development days. I am also responsible for ensuring all funding paperwork is correct and managing caseload/frameworks as required.

I was fully responsible for recruiting suitable staff into the Call Centre and the creation and delivery of effective training. This included implementation and delivery of a complete Induction program including Induction, Sales, and Quality & Compliance workshops. I also built and delivered a Team Leader Management training programme, which has involved many workshops. During my time at LeadX I was also been responsible for external and internal recruitment processes within the Call Centre including the development of Agents into Senior’s and Team Leader roles. I have had experience in recruiting, training and developing school leavers and students into the workplace. I was also responsible for managing a Development team and supporting the Call Centre management team to meet department objectives and performance targets.

The key responsibilities were making day-to-day commercial decisions on business services within an FSA regulated environment, setting and working towards targets and objectives. I was working within multiple teams to achieve company targets and objectives, planning, introducing and developing new products. This involved liaising with Dealerships and Insurers to set up agreements and contracts. I was also able to manage different functions such as Call Centre Operators, Senior Operators and Customer Service Administrators. I was involved in internal and external recruitment through budget planning, implementing a new team and infrastructure for the Call Centre. Other areas of my role included staff development, conducting appraisals, probation reviews and disciplinary procedures. As part of my Management role I was also the Company Trainer (including preparing new starter inductions and putting together a training programme for the UK's largest motor dealer group). I have also presented training seminars to a variety of departments including, Senior Management and Sales Executives.