Experience

At home

• United Kingdom
• Human Resources Services
• 700 & Above Employee

• Career break

  • Nov 2020 - Present

  • Level 2 Certificate in Equality and Diversity - Summer 2022 (London South East Colleges - Bromley) • Knowledge and facilitation of the KS2 National curriculum during periods of home-schooling during pandemic • Knowledge and experience of the Education, Health and Care plan process (EHCP), Special Educational Needs and Disabilities (SEND), participated in the Local Authority working group for the Government's SEND and Alternative Provision review, allowing the Dept for Education to understand the challenges and changes needed. Assisting with suggestions of improvement for the residents of Bromley ’s Healthcare's provision for SEND and volunteering for the early formation of Bromley’s Parent Carer Forum • Experience of Speech and Language Therapy interventions • Active member of school PTA - most recently fundraising, planning, budgeting and organising the Year 6 leavers Party and yearbook



Motability Operations Ltd

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Solutions Team Manager - Maternity contract

  • Aug 2019 - Oct 2020

  • Lead, manage, coach and develop a team of 12 Account Managers and 4 Senior Account Managers handling complaints, complex queries and responding to complaints on behalf of the Executive team and those received via the Financial Ombudsmen Service. Skills and experience - People and Performance management/ Results driven for individual, team, department and business KPIs/ Customer experience metrics/ Motivation and employee engagement/ Change management/ Strategic development/ Recruitment, retention and succession planning / Relationship management/ Collaborative, participative, open and honest working style/ Emotional intelligence/ Disability confident/ Trend analysis/ Networking skills/ Experience of setting up hybrid working



At home

• United Kingdom
• Human Resources Services
• 700 & Above Employee

• Pregnancy Pause/ Redundancy

  • May 2018 - Aug 2019

  Pregnancy Pause whilst being made redundant from my previous role at Motability Operations. Skills and experience - Multi tasking/ Time Management/ Patience, empathy and emotional intelligence/ Negotiation. Professional qualifications gained - Daisy First Aid Certificate in Baby and Child First Aid in February 2019. Pregnancy Pause whilst being made redundant from my previous role at Motability Operations. Skills and experience - Multi tasking/ Time Management/ Patience, empathy and emotional intelligence/ Negotiation. Professional qualifications gained - Daisy First Aid Certificate in Baby and Child First Aid in February 2019.



Motability Operations Ltd

• United Kingdom
• Financial Services
• 700 & Above Employee

• Contact Centre Team Manager

  • Jul 2014 - Apr 2018

  • Management of 14 Customer Contact Advisors performance against KPI's via regular performance reviews – offering continuous support, encouragement and development alongside the company’s values• Developed a high performance culture that promotes empowerment and engagement of the team so they are motivated to do their best (ICS average of over 94% since 2014 – the UK’s highest ever scores for both customer and employee satisfaction)Skills and experience - People and Performance management/ Results driven for individual, team, department and business KPIs/ Customer experience metrics/ Motivation and employee engagement/ Change management/ Strategic development/ Recruitment, retention and succession planning / Relationship management/ Collaborative, participative, open and honest working style/ Emotional intelligence/ Disability confident/ Trend analysis/ Redundancy, redeployment, restructure and transition experience

• Learning and Development Team Manager

  • Aug 2008 - Jun 2014

  • Managed team of 12 Coaches and 5 Trainers across 2 sites ensuring continual improvement and achievement of KPIs and SLA’s (winners of the Professional Planning Forum Innovation Award for Culture and Quality in 2013 based on the Coaching Trinity model created)Skills and experience - People and Performance management/ Results driven for individual, team, department and business KPIs/ Customer experience metrics considered with all things Training and Coaching related/ Motivation and employee engagement/ Training Needs Analysis/ Return on Investment/ Strategic development/ Recruitment, retention and succession planning / Relationship management/ Collaborative, participative, open and honest working style/ Client liaison and relationship management/ Emotional intelligence/ Disability confident/ Trend analysis/ Continual professional and business development

• Trainer

  • Apr 2007 - Jul 2008

  - Researched, designed, constructed, implemented and evaluated Training Solutions to meet the specific needs of the client. Delivering of effective facilitator led training sessions, adapting training and style to meet individuals learning needs, ensuring the learning objectives were metSkills and experience - Client liaison/ Delegate engagement/ Training Needs Analysis/ Project management/ Relationship management/ Time management/ Collaborative, participative, open and honest working style/ Emotional intelligence/ Disability confident/ Trend analysis/ Promotion of learning culture and use of participatory training techniques/ Innovative approaches to learning and training/ Ability to different learning styles

• Contact Centre Team Coach

  • Nov 2003 - Mar 2007

  • Quality monitoring of calls/ correspondence of advisors and account managers, in line with coaches KPIs and targets. The highest levels of consistency where needed when conducting quality monitoring. Identifying of development needs/trends of individuals in order to facilitate creation of individual development plans and to support the capture of team and department wide development requirements. Created positive, constructive & effective individual development plans for all those being quality monitored and coached. Running of effective coaching sessions utilising a broad range of development approaches/models etc.Skills and experience - Time management/ Working to deadlines/ Collaborative, participative, open and honest working style/ Role model/ Emotional intelligence/ Disability confident/ Trend analysis/ Identification of development/ improvement areas/ Coaching skills/ Accurate and detailed development plans

• Customer Service Advisor

  • Apr 2003 - Oct 2003



London Borough of Bromley

• Government Administration
• 700 & Above Employee

• Customer Services Advisor

  • Mar 2001 - Mar 2003



HAYES & JARVIS (TRAVEL) LIMITED

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Senior Reservations Consultant

  • Jun 1999 - Feb 2001