Experience

1GLOBAL

• United Kingdom
• Telecommunications
• 200 - 300 Employee

• Trainer and Quality Analyst

  • Jun 2015 - Jul 2016

  London, United Kingdom Truphone provides a unique and innovative product, which is constantly being updated and it’s my responsibility to ensure that new features and processes are trained out quickly so the customer service teams are on top of the most recent information needed to support our client network. I have advanced PowerPoint skills, which allow me to produce presentations in a variety of styles, from highly professional to colloquial, making use of pop-culture references as well as using industry… Show more Truphone provides a unique and innovative product, which is constantly being updated and it’s my responsibility to ensure that new features and processes are trained out quickly so the customer service teams are on top of the most recent information needed to support our client network. I have advanced PowerPoint skills, which allow me to produce presentations in a variety of styles, from highly professional to colloquial, making use of pop-culture references as well as using industry specific terms and images. I've self-taught in this area, using my spare time to continue to build on skills and techniques available in PowerPoint to ensure that my presentations continue to be varied and interesting. I'm responsible for designing, producing, and presenting a variety of training modules to the in-house and overseas Customer Service teams, which includes completing multiple classroom and satellite training sessions with varying sizes of groups for multi-language teams. I have strong presenting techniques, and I'm able to adapt to a person’s individual needs while the goals for the group are maintained. I can react to unexpected changes, adjusting my methods and tactics to ensure the group remain engaged and interested in the presentation. I work hard to ensure the group are comfortable and are understanding the information provided.

• Training Master - Customer Service & Call Centre Agent

  • Sep 2013 - Jun 2015

  London, United Kingdom As the Training Master I took over the Training Manager role temporarily during an interim period as the company hired for the Manager position. During this time, I successfully completed two week orientation ‘boot camps’ with groups of new staff, building on the material prepared by the previous Training Manager and added me own knowledge and experience to it. Once the new Manager had been hired, I was then responsible to bringing them up to speed on the company's existing training… Show more As the Training Master I took over the Training Manager role temporarily during an interim period as the company hired for the Manager position. During this time, I successfully completed two week orientation ‘boot camps’ with groups of new staff, building on the material prepared by the previous Training Manager and added me own knowledge and experience to it. Once the new Manager had been hired, I was then responsible to bringing them up to speed on the company's existing training levels and content, as well as the overall company culture and processes. I went through the current avaiable training materials with him, and we worked together to create new and better training packages for the different groups. As a Call Centre Agent, I was providing strong customer service to business clients, including troubleshooting by phone and email, and providing an in-person help service to local clients. When I moved into the training team, I was able to bring this experience with me to help me understand the best ways to train the Customer Service Agent teams.



American Institute for Foreign Study

• Programme Assistant - Camp America & GET Australia

  • Dec 2011 - May 2013

  London As part of the marketing team I lead Information Evenings and Orientation Sessions for over 100 participants at universities across the country. I presented information on the available programmes, whilst creating fun and interactive sessions for the students and young adults who attended. During the presentations I sold treks across the USA and backpacking trips to Australia, as well as promoted a cultural exchange package. I've also presented Welcome Sessions during Recruitment Fairs to… Show more As part of the marketing team I lead Information Evenings and Orientation Sessions for over 100 participants at universities across the country. I presented information on the available programmes, whilst creating fun and interactive sessions for the students and young adults who attended. During the presentations I sold treks across the USA and backpacking trips to Australia, as well as promoted a cultural exchange package. I've also presented Welcome Sessions during Recruitment Fairs to groups of 50, including potential participants and parents, providing information and guidance on getting hired for the summer. In the office, I managed accounts and dealt with invoices and payment tracking for participants, as well as tracked the interest of potential participants. I worked with a bespoke CRM system for data collection and manipulation. My role saw me liaising with overseas colleagues in Sydney and the USA on a regular basis, whilst organised individual flight quotes and airport transfers for participants to Australia. I created and implemented a system to make sure all customer website enquiries were answered quickly and thoroughly, and I was familiar with the important a variety of customer service focus areas, including phone etiquette, email construction, and in-person presentation. Show less



Camp Stewart for Boys

• Hospitality
• 1 - 100 Employee

• Programme Director

  • May 2012 - Aug 2012

  Texas, USA I implemented training for sixty new staff, including training new and returning staff on the different areas of the job, from running an activity to handling sensitive topics such as homesickness and bullying. I provided informative and fun sessions to ensure interaction, as well as learning, between the new and returning staff. Throughout the summer I evaluated staff performance and provided individual one-on-one feedback on progress and monitored improvements. I also liaised with… Show more I implemented training for sixty new staff, including training new and returning staff on the different areas of the job, from running an activity to handling sensitive topics such as homesickness and bullying. I provided informative and fun sessions to ensure interaction, as well as learning, between the new and returning staff. Throughout the summer I evaluated staff performance and provided individual one-on-one feedback on progress and monitored improvements. I also liaised with parents and ensured their relationship with the camp was a positive one. I was responsible for organising the logistics and running of Camp Events for over 600 people, where I then oversaw staff and activity budgets for the events. Show less



Camp Vacamas Inc

• United States
• Primary and Secondary Education

• Division Head

  • May 2011 - Sep 2011

  New Jersey, USA I was charge of 14 staff during the course of the summer. I was responsible for training, providing regular performance evaluations, and allocating junior staff to camp activities based on their skill sets. I planned and implemented all daily routines and activities with the division, and dealt with staff issues and complaints. I worked and co-ordinated with other Division Heads and Camp Directors to ensure all camp policies and procedures were working effectively, and attended daily and… Show more I was charge of 14 staff during the course of the summer. I was responsible for training, providing regular performance evaluations, and allocating junior staff to camp activities based on their skill sets. I planned and implemented all daily routines and activities with the division, and dealt with staff issues and complaints. I worked and co-ordinated with other Division Heads and Camp Directors to ensure all camp policies and procedures were working effectively, and attended daily and weekly meetings to discuss and solve any issues that have arisen, as well as supported the well-being of camp and discussing ways to improve the business. Show less