Working to budgets. Branding compliance and version control of material content. Blended learning programme design and delivery.LMS course development.Skills matrix development and management.Learning and Talent Development Consultant; Responsible for ensuring quality and innovative development solutions are deliveredconsistently to a high standard within their segment. Maintaining good relationships withoperational stakeholders identifying and responding to business changes through aconsultancy led approach, including delivery of the full learning cycle. Also support thedevelopment and performance of training specialists.Key achievementsProvided a pro-active and responsive L&D consultancy service to the business.Stakeholder management - developed partnerships with senior managers and externalproviders, along with cross-functional departments.Developed L&D strategies and solutions to drive improvement in business performance, costefficiency, and customer experience.Managed development plan building in requirements and change project updates. Lead and managed L&D Projects in line with the learning cycle. Evaluated learning solutions including ROI of the Kirkpatrick model.Designed bespoke programmes and learning courses for the Leadership and Advisorpopulation.Implemented site projects responsible for training across several contact centres, andoutsource partners UK based and abroad. Lead L&D specialists within project team. Completed analysis of management information to identify impact of people developmentacross customer service, and implemented recommendations to improve service.Strategic alignment - aligned L&D activity to the organisational strategy. Design and implementation of consultant and specialist toolkit.

Responsible for design and delivery of training solutions, that meets all needs ofcustomer service. This involves being able to adapt delivery style to meet the needs ofdifferent audiences and ensured my own skill set was relevant and kept up to date.Identify and evaluate measures of success and impact. Key achievementsProvided training solutions (induction programme) delivered across several contactcentres and outsource partners UK based and India. Introduced full training programme for brand new Web chat customer services. Designed trialled and implemented technical SMB learning programme to business area.Stakeholder management.Delivered CS inductions and up skills across business segments including 3rd partyoutsourcers' accreditation. Aligned resources to central projects and in house learning needs. Designed a multitude of learning packages including e learning solutions using computerbased learning technologies and simulators on Captivate and Articulate. Provided in-depth evaluation reports and shared successes to key stakeholders. Designed and delivered manager engagement programme across UK sites for new productlaunch. Centralised and designed processes for O2 Think Big team and successfully integrated siteroadmap. Successfully implemented project buddy programme for local Think Big team.Designed and implemented full work experience programme for young students/people.