Experience

Olympus - UK & Ireland

• United Kingdom
• Medical Equipment Manufacturing
• 100 - 200 Employee

• Technical learning and development specialist

  • Nov 2021 - Present



ALTOUR

• United States
• Travel Arrangements
• 700 & Above Employee

• Training Coordinator

  • Feb 2020 - Nov 2021

  Training Coordinator, performing Company wide TNA, Identifying learning needs, both technical and soft skills, Designing, Delivering and developing Training to fit needs of business to assist in reaching company objectives, Training delivered face to face on a national basis or more recently via Zoom or Teams. Full autonomy to identify training needs and create relevant material to support the agents and team leaders . The team of agents are Corporate travel agents, so focusing on Customer Service training, soft skills, emotional intelligence, time management, how to give and receive feedback. Review Personal Development Plans in order to identify L&D needs (technical and non-technical), send out and gather all feedback after learning sessions with a view to improve on the next learning offerings. Working with stakeholders in the business to discuss new learning content and design ideas. I have always looked at providing a blended learning approach, tailoring the needs to the business.I am competent on Windows 10 , Microsoft Powerpoint, word and Excel and multiple other booking systems.



Collinson

• United Kingdom
• Consumer Services
• 700 & Above Employee

• Training Manager

  • Oct 2016 - Apr 2020

  Provision of all training programmes using a combination of in house and outsourced provision for a business employing 45 staff.Designing, developing and implementing companywide induction programme for all new starters.Designing and delivering training courses delivered by Teams, Zoom or face to faceDevelopment of performance management cycle to aid line managers in performance improvementsCreating CSAT/DSAT record document to record all data to allow analysis of trends to improve performance, responsible for managing results, sharing with team leaders and stake holders, pulling data together and presenting information on a biweekly basisRecording training videos and sharing with the team

• Assistant Team Manager

  • May 2015 - Feb 2020

  Managing a team of 30 UK customer service corporate travel agents dealing with all aspects of out of hours business travel requests, call centre environment . Provide operational ‘problem solving’ support to agents on shift. Work with and support team to achieve their KPI’s. Encourage support and motivate team to achieve their full potential. to handle and overcome objectives . to design and update a training schedule and a new starter manual for new staff members, undertake the training of new members of the teams, install GDS’s and create agent sign on’s and complete new staff computer set ups, Facilitate monthly team meetings including all team members, discuss and agree agenda with operations manager. Screen potential CV’S, carry out interviews and skill testing of new candidates. Create and maintain a more comprehensive staff training file, Hold adhoc training sessions where necessary, covering new account information or new process’s, ticketing courses, reissue courses key account coverage. Enrol all new staff onto e learning for Sabre, Galileo and Amadeus, assess their training needs and cross train from one GDS to the next where necessary, update and maintain their training records, perform call calibrations , monitor and measure DSAT and CSAT, share performance with team and client, manage team appraisals, perform meetings of concerns where applicable.



Collinson

• United Kingdom
• Consumer Services
• 700 & Above Employee

• Lead Agent

  • Apr 2012 - Mar 2015



Travel assistance

• Medical repatriation consultant

  • Oct 2008 - Mar 2012

  Arranging all aspects of travel to facilitate repatriating clients from all over the world , this included making all necessary Medical arrangements to ensure a smooth and successful journey whether it is arranging 1 extra seat, or a Stretcher. Arranging all aspects of travel to facilitate repatriating clients from all over the world , this included making all necessary Medical arrangements to ensure a smooth and successful journey whether it is arranging 1 extra seat, or a Stretcher.



Travel Alliance

• Senior Business Travel Consultant

  • Oct 2001 - Jul 2008

  Business Travel ConsultantAll aspects of corporate travel arrangements Business Travel ConsultantAll aspects of corporate travel arrangements