Simon Tickner Email & Phone Number

Our mission is to create a world brimming with passion, fulfilment and connection. We do this by coaching people to become passionate, energised and purpose driven leaders.

Created the Quality Assurance and Compliance framework for the SME Credit operation based on OFGEM and ICO regulationMonitor QAC results for trends and risks to apply the appropriate treatmentsDeveloping Credit Specialists into Leadership Roles.Analyzing debt and provisioning trends to create collection strategies.Empowered and coached Credit Specialists to devise their own collection strategies based on their portfolio.Designed tools and delivered induction workshops centred around engaging customer conversations.Adaptive team goals based on positive customer outcomes.Coaching and Mentoring.

Bolton, United Kingdom

Recovery based mentoring, focusing on each individual's needs and goals. Encouraging, motivating and supporting people to make positive changes, who have had or are currently having mental health experiences.

Bolton

Project Managed client changes through consultation, content design, delivery and ROI reporting.Ensured all training met with FCA and ICO regulations.Utilised the training cycle, training courses and Leadership knowledge to create end to end Learning Solutions.Responsible for maintaining and delivering induction material.Creating elearning content for an engaging and blended experience.Trained specialist teams on managing effective communication surrounding affordability and Vulnerability.Performing needs analysis and liaising with stakeholders to create impactful and measurable learning experiences.

Bolton

Updating induction material based on regulatory changesReinvigorating workshops, creating a more engaging experienceConsulted with stakeholders to understand training needs and provide the right treatmentMaintain the Learning Management System (LMS)Facilitate workshops across the operation

Resource planning to ensure work is completed within agreed SLAs121 Coaching on quality and performanceSimplified manual processes, saving cost on errors and remedial action Cross trained specialists into multiple work streamsDelivering training workshops based on needs analysisUtilised Team Charters to build a team mentality and code of best practice amongst the teams

Write Policy and Definition documents based on FCA regulations and guidanceScorecard reporting to stakeholdersTrend analysis for key risks and development opportunitiesHolding operational leaders accountable for continued Compliance and Risk issues Facilitated QAC performance meetings Hosted calibration meetings across sites to help embed new Quality frameworksCoached and performance managed a team of Quality AssessorsResponsible for the 1st stage of the appeals processResource planning to cross train Quality Assessors in multiple fields

Ensured that customer service levels were high.Sold warranties to go alongside our products.Understood each customers position and utilised the correct approach to secure the sale.Exceeded KPI's and targets.

Tailoring plans, setting stretching goals and ensuring they are met.Motivating clients and maintaining steady progression.Building healthy habits, rehabilitating lifestyles and mind-sets towards healthy eating and exercise.

Designed and built high quality terrain for table top games.Worked closely with customers and their needs to perfect the end result.Maintained contact with suppliers and customers via phone & email.Built a strong fan base via Social Media.

Customer focused environment.Promoted quickly to key holder, which included taking stock, training new employees on the tills, process and health and safety. Payed out staff wages & maintaining the stock levels.Wide range of communication and mediation skills to help customers and diffuse difficult situations.