Emma Bewer
Operations Manager at First Data Commercial Services- Claim this Profile
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Bio
Lucinda Wright
Emma is an inspiring Training & Development manager.She shows a great understanding of the Contact Centre Industry and is skilled in making sure that the most suitable candidates are recruited.Her training is always innovative and engaging.As my line manager Emma has always been extremely supportive and will listen to my ideas and has helped me develop my own training skills.I found that I had learnt so much from Emma in a very short space of time.Emma was able to join Which?and very quickly gain an understanding of the business needs and how best to adapt the induction training.
David Couldridge
During the 4 years working me, Emma consistantly delivered a world class Learning, Development and Quality operation for Lambeth's Customer Services as well as supporting L & D across the wider Authority's service delivery in relation to Customer Services systems. Emma's expertise in transforming call centre front line quality standards is second to none.
Lucinda Wright
Emma is an inspiring Training & Development manager.She shows a great understanding of the Contact Centre Industry and is skilled in making sure that the most suitable candidates are recruited.Her training is always innovative and engaging.As my line manager Emma has always been extremely supportive and will listen to my ideas and has helped me develop my own training skills.I found that I had learnt so much from Emma in a very short space of time.Emma was able to join Which?and very quickly gain an understanding of the business needs and how best to adapt the induction training.
David Couldridge
During the 4 years working me, Emma consistantly delivered a world class Learning, Development and Quality operation for Lambeth's Customer Services as well as supporting L & D across the wider Authority's service delivery in relation to Customer Services systems. Emma's expertise in transforming call centre front line quality standards is second to none.
Lucinda Wright
Emma is an inspiring Training & Development manager.She shows a great understanding of the Contact Centre Industry and is skilled in making sure that the most suitable candidates are recruited.Her training is always innovative and engaging.As my line manager Emma has always been extremely supportive and will listen to my ideas and has helped me develop my own training skills.I found that I had learnt so much from Emma in a very short space of time.Emma was able to join Which?and very quickly gain an understanding of the business needs and how best to adapt the induction training.
David Couldridge
During the 4 years working me, Emma consistantly delivered a world class Learning, Development and Quality operation for Lambeth's Customer Services as well as supporting L & D across the wider Authority's service delivery in relation to Customer Services systems. Emma's expertise in transforming call centre front line quality standards is second to none.
Lucinda Wright
Emma is an inspiring Training & Development manager.She shows a great understanding of the Contact Centre Industry and is skilled in making sure that the most suitable candidates are recruited.Her training is always innovative and engaging.As my line manager Emma has always been extremely supportive and will listen to my ideas and has helped me develop my own training skills.I found that I had learnt so much from Emma in a very short space of time.Emma was able to join Which?and very quickly gain an understanding of the business needs and how best to adapt the induction training.
David Couldridge
During the 4 years working me, Emma consistantly delivered a world class Learning, Development and Quality operation for Lambeth's Customer Services as well as supporting L & D across the wider Authority's service delivery in relation to Customer Services systems. Emma's expertise in transforming call centre front line quality standards is second to none.
Experience
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First Data Commercial Services
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United States
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Financial Services
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500 - 600 Employee
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Operations Manager
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Nov 2012 - Present
Reporting into the VP of Customer Service Operations. Leading the training team across UK sites in the delivery of training and quality assurance activity. Reporting into the VP of Customer Service Operations. Leading the training team across UK sites in the delivery of training and quality assurance activity.
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Which?
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United Kingdom
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Non-profit Organizations
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700 & Above Employee
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Interim Training & Development Manager
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Jan 2012 - Aug 2012
I reported to the Head of the Contact Centre, where I was accountable for recruitment, on boarding and training of contact centre staff. I reported to the Head of the Contact Centre, where I was accountable for recruitment, on boarding and training of contact centre staff.
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Camelot
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United Kingdom
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Consumer Services
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700 & Above Employee
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Training Manager
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Feb 2010 - Dec 2011
I reported to the Head of Service Improvement, where I was accountable for a training team and the development of Customer Service Staff. Working in a single regulator led company dealing with enquires from Players of the National Lottery and Suppliers of National Lottery products. I reported to the Head of Service Improvement, where I was accountable for a training team and the development of Customer Service Staff. Working in a single regulator led company dealing with enquires from Players of the National Lottery and Suppliers of National Lottery products.
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London Borough of Lambeth
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United Kingdom
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Government Administration
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700 & Above Employee
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Quality & Developement Manager
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Mar 2006 - Mar 2010
I reported to the Head of Business Support and was accountable for the quality assurance, training and development of Customer Service Staff. These staff work within a 24/7 multi channel contact centre, customer centres, facilitates management department and complaints department. We provide services on behalf of key stakeholders who include Housing Management, Social Services, Leasehold Services, Environmental Services, Primary Care Trust, Housing Benefits and Homelessness. I reported to the Head of Business Support and was accountable for the quality assurance, training and development of Customer Service Staff. These staff work within a 24/7 multi channel contact centre, customer centres, facilitates management department and complaints department. We provide services on behalf of key stakeholders who include Housing Management, Social Services, Leasehold Services, Environmental Services, Primary Care Trust, Housing Benefits and Homelessness.
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Quality Assessor
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Mar 2004 - Mar 2005
Developing, implementing & maintaining the quality assessment process Developing, implementing & maintaining the quality assessment process
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Learning Manager
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Mar 2003 - Mar 2004
Acting as the key client liaison for a Government Agency on a multisited project which delivered in its final months a 97% retention and achievement pass rate. Acting as the key client liaison for a Government Agency on a multisited project which delivered in its final months a 97% retention and achievement pass rate.
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NVQ Assessor
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Jan 2002 - Mar 2003
Working for Bourne Leisure up-skilling employees to NVQ standard in Management, Team Leading, Food & Drink, Catering, Call Handling and Customer Care. Working for Bourne Leisure up-skilling employees to NVQ standard in Management, Team Leading, Food & Drink, Catering, Call Handling and Customer Care.
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Education
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Chartered Institute of Personnel and Development
Community
