Experience

Verastar

• United Kingdom
• Utilities
• 300 - 400 Employee

• Business Trainer

  • Mar 2020 - Present

  To provide a broad ranging learning and development support to stakeholders areas across the sales and operations, within a contact centre environment.Contribute towards the wider HR team’s objectives of reducing staff attrition, increasing staff tenure and increasing the impact of new team members within their first 3 months and increasing overall staff skills, capabilities and performance.Key Responsibilities and Accountabilities• Liaising with the Senior Trainer, to drive continuous improvements of interventions through effective coordination of updates to materials and designing revised content aligned to the sign off process.• Achieve delivery of all elements of the 6-week induction pathway on time. Including planning induction sessions, assessments, updating stakeholders with learner’s progress. Conducting planning and running of our 2 Gradbay.• Ensure training activity strongly links to successful development of skills and performance as specified within the learner’s ‘Pay Progression’ scheme to ensure learner’s are equipped to move up through progression levels.• Work in collaboration with operational managers and the HR team providing guidance and consistency on people development issues by completing LNA's where repaired with stakeholders.• Compete BAU training across all areas of the business. • Develop and maintain the implication of our new E-learning training platform for all system users.• Maintain relationships with stakeholders, including regular update meetings, reporting / evaluation of interventions and on-going communication.• Complete and create the training needs for the roll out of new Projects.

• Business Development Coach

  • Oct 2018 - Mar 2020

  • Deliver all elements of the 12-week induction plans for allocated business areas. Focus on the close support of individual advisors to ensure process, technical and soft-skills meet minimum standards. Including tailored support during Training Bay and delivering planned development sessions ensuring these take place whilst minimising any operational impacts.• Ensure training activity strongly links to successful development of skills and performance as specified within the Pay Progression scheme to ensure employees are equipped to move up through progression levels.• Observe and promote best practice of policies, procedures and processes.• Monitor new-starter progress throughout 12-week induction process, liaising with operational management and others in team to ensure core skill levels are being achieved• Use feedback in a constructive and pro-active way to help with the learner’s development needs.• Create design and delivery of all elements of the customer service 6 week induction • Schedule and deliver development sessions ensuring these take place whilst minimising any operational • Deliver the second part of the customer service inductions and also conduct the training bay with upwards of 15 advisors.• (LNA) Evaluate, Create and deliver existing staff development training 2.5-4.5 hour sessions to all customer facing staff areas of the business.



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Contact Centre Team Coach

  • Apr 2013 - Sep 2018

   Effectively coach and develop both customer service and sales agents to empower and encourage high performance to maximize sales for the business and customer service levels. Regular one to one meetings with agents to manage their performance, offer support where needed and develop their skills in line with SLA’s and KPI’s. Recognizing individual skills and competency gaps and implement the appropriate coaching and/ or training. Work closely with the Training Department to ensure agents have the tools/skills sets to perform their roles effectively with minimum impact to the department SLA.  Maintain relationships with other departments to ensure accurate and up to date knowledge of current operational issues.  Support agents through their probationary periods and conduct their probation meetings.  Work closely with the Resource Planning Team, ensuring that lines are serviced within designated hours and in accordance with the needs of the business.

• Fulfilment Team Supervisor (Secondment)

  • Jun 2015 - May 2017

   Management of a team of approximate 20 agents to maximise performance in line with productivity and quality targets.  Direction assessment days, with new candidates.  Guarantee that the department provides the highest level of service at all times. Playing a key role in continuously improving the customer experience and the service provided by the department, through proactively putting in new solutions and changes into practice to help improve the overall outcome of the department.  Completing daily duty manager tasks, ensuring daily targets were met and all needed information was communicated to all staff members.  Updating the operational manager with regards to any issues, improvements that had positively or negatively impact on the department, to discuss the require action needed. Reviewing and communicate weekly/monthly statistical and operational reports for senior management.  Working strategically to plan the printing and dispatch against set time frames through organization and quality check of the print runs. Monthly one to one and regular performance reviews with the staff, to discuss current performance, offer any support or additional training and to set clear goals/KPi to achieve before the next meeting.

• Contact Centre Sales Representative

  • Aug 2007 - Apr 2013

• Fulfilment Team Coach (Secondment)

  • May 2011 - Aug 2012

   Providing a full regular coaching session to empower and encourage high performance of agents. Helping develop teams/individuals to maximize their performance for productivity and quality targets in line with SLAs. Building and maintain a positive working culture which promotes high levels of accuracy and excellent customer service.  Developing and maintain relationships with other departments to ensure accuracy and up to date knowledge of current operational issues.  Working pro-actively by implementation solutions and changes into practice. Ensure all company and departmental processes and procedures were adhered. Day to day management in the busy operational department, working with multiple demands and rapid changes within department’s needs.