Vicki Smart Email & Phone Number

Midlands

Hello and welcome to my LinkedIn profile! My name is Vicki, and I am a consultant specializing in management systems for small to medium-sized companies. My focus is on helping businesses achieve certification to the ISO 9001, 14001, and 45001 standards.ISO certification is increasingly becoming a requirement for the tender process. That's where I come in. I have helped numerous companies successfully implement and maintain their management systems to meet these standards.My approach is tailored to the unique needs and goals of each client, and I work closely with them to ensure a smooth and efficient process. One of my key strengths is my ability to provide comprehensive internal audit services. I help companies identify areas for improvement and ensure they are meeting all requirements for certification. My audits are thorough and detailed, providing actionable insights that help businesses continually improve their management systems. In addition to audits, I also provide training to help companies develop the skills and knowledge they need to effectively manage their systems. Whether it's training on the Standards and conducting internal audits or broader topics like risk management and continual improvement, I offer customized solutions that meet the needs of each client.My track record speaks for itself. I have helped businesses in a variety of industries achieve certification to ISO 9001, 14001, and 45001, and I am committed to delivering the same level of excellence to each and every client.If you are a small to medium-sized business looking to implement a management system for certification to the ISO 9001, 14001, or 45001 standards, I invite you to get in touch with me. Let's work together to achieve your goals and take your business to the next level.

Solihull

Sourcing and contracting with a bank of technical experts within the sector to facilitate initial and ongoing quality assurance of learning programmes delivered within the utilities footprint. Analysing data and working with clients through the approval process to quality assure upskilling/reskilling and youth entrant programmes in line with industry agreed specifications and employer needs.

Delivering qualifications in Customer Service, Business Administration, Team Leading, Management and Contact Centre Operations within the apprenticeship framework. Managing a caseload of learners maintaining 95% retention targets with a 100% timely completion rate. Designing training workshops for National delivery across a network of Training Coordinators focused on the learner and quality of the learning experience. Providing Functional Skills 1-2-1 support and training in English, Maths and ICT at Levels 1 and 2 and providing advice and guidance in career development and life skills.

London

Managing a caseload of 65 retail staff travelling nationally to provide support, coaching and training in customer service and sales. Improving performance, promoting exceptional customer service and continuous improvement, the role required strong leadership skills, the ability to communicate to achieve results and a determined approach to overcoming problems, with unlimited energy and drive to deliver performance objectives and meet timely targets in a demanding environment. Sharing good practice and modelling a professional approach at all times in promoting the benefits of the courses available to other concessions within large department stores nationally including Debenhams, House of Fraser, Selfridges, John Lewis, Harvey Nicholls, Harrods and Boots; contributing to the broader business objectives and developing new business.

West Bromwich

Lead a team of 35 apprentice call centre agents aged 16 - 18 in the delivery of B2C calls capturing data for market research including training and assessment. Designed, developed and delivered bespoke soft skills training for motivational coaching and feedback. Set up a quality team of specialist advisors responsible for benchmarking call quality in customer service/sales across sites. Delivered Key Skills training and support for level 1 and level 2 in AON and COMMS. Worked with corporate clients and regulatory bodies to assist in the success of Synapse. Delivered results with targets exceeding expectation with an average of 8 completed surveys per shift per agent, representing the most surveys per team across 9 Sites consistently.

Delivering OCR vocational courses in Business Administration and the EDI award resulting in 100% achievement for all learners through designing learning that was engaging and fun, combining accelerated learning techniques with a blended learning approach.

Lead projects to improve performance, identified training needs and produced statistical data to evidence improvement in first call resolution, reduced call handling times, improved attendance and increased sales by 10%. Achieved best individual team performance results nationally in 2008/09 and best Contact Centre results in all KPI’s also voted best Team Coach 2009.

Managed all accounting functions including short term investment, payroll, bookeeping, VAT returns and tender requirements. Print buyer for all client requirements providing specialist support to Blue Chip clients including Cadbury Ltd, Blue Bird Toffees, Sealine, West Midlands Gas. Sourcing and selection of new print technology for TV advertising and marketing campaigns. Fast paced environment requiring strong management and negotiation skills to deliver competitive prices and exceptional quality.

Baed (Hons), Special And Inclusive Education, First Class

Foundation Degree, Learning Support