Experience

Runshaw College
• United Kingdom
• Education Administration Programs
• 200 - 300 Employee
• Student

  • Sep 2013 - Present

County Inns
• United States
• Hospitality
• Holding Manager/Licensee

  • Aug 2013 - Jan 2015


TalkTalk

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Team Manager/Trainer

  • Mar 2007 - Apr 2013

  • Delivery of objectives through effective management and motivation of a team. • Optimise level of customer service through regular monthly performance reviews and quality checks driving productivity and providing feedback, coaching and ongoing support. Utilise relevant coaching models such as GROW along with exercises such as Belbin to maximise effectiveness. • Leading through change while minimising organisational disruption & maintaining efficiencies in an environment of constant evolution. • Evaluating team members regularly to identify future potential and current training needs. • Recruitment and selection of new agents through interview and assessment centres. • Achieved an increase in team productivity from 85% to consistently in excess of 100% through development and review process using SMART targets. • Led the first line model office for the introduction of the New Lines product with full responsibility from launch to comprehensive hand over to UK outsource partner. • Regular completion of reporting, tracking and analysis on team statistics to drive departmental Service Level Agreement and business objectives. • Absence, performance and conduct management. Disciplinary and welfare meetings. Training Facilitator Led from the front promoting the company core values through ongoing behavioural and habit training with all UK employees and outsource partners both on and offshore. • Groups of between 10 & 20 agents from all areas of the business and all levels of seniority from agent to Director. • Regular reviews of the material to ensure maximum impact. • Trained agents in off shore outsource office to be facilitators of the programme in order to carry forward with future employees. • Designed & delivered a full induction programme for high turnover of temporary agents during ramp up of processes and increase in workload. • Designed new quality scorecards and delivered to team managers ensuring full coverage and understanding of key measures. Show less



Gold Medal Travel

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

• Product Executive

  • Sep 2002 - Feb 2007

  Management of hotel and tour contracts with internal managers/directors and external suppliers. Upkeep of product portfolio through daily communications both internal and business to business, maintenance of product on internal sales system and external website for maximum commercial impact. Preparation and delivery of training sessions on operational procedures and product portfolio to groups of new employees, further individual training needs identified and delivered on a one to one basis. Management of hotel and tour contracts with internal managers/directors and external suppliers. Upkeep of product portfolio through daily communications both internal and business to business, maintenance of product on internal sales system and external website for maximum commercial impact. Preparation and delivery of training sessions on operational procedures and product portfolio to groups of new employees, further individual training needs identified and delivered on a one to one basis.


Home Entertainment Network/Choices Video
• Assistant Manager/Supervisor

  • Sep 2000 - Sep 2002