Experience

The Clear Company
• United Kingdom
• Human Resources Services
• 1 - 100 Employee
• Senior Learning Co-ordinator

  • Jan 2021 - Present

Vercida Consulting
• Professional Training and Coaching
• Associate Project Coordinator and Account Administration

  • Apr 2020 - Jan 2021

Choice International
• Non-profit Organizations
• 1 - 100 Employee
• Dyslexia Support

  • Apr 2020 - Jan 2021

Big Voice Communications
• United Kingdom
• Public Relations and Communications
• Accounts administration

  • Apr 2020 - Dec 2020


Employers Network for Equality & Inclusion (enei)

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Client Relationship Manager

  • Jan 2015 - Mar 2020

  Responsible for identifying learning and development interventions with members and clients across a number of sectors. Focused on client relationships, contract management and quality assurance • Excellent working knowledge of D&I initiatives to support clients’ needs. Identified further learning opportunities supporting clients D&I learning journey • Managed multiple training programmes with bespoke learning and development interventions. Effectively communicated with client project team at all levels, increased knowledge of client culture, bringing flexible in my approach and creative thinking. This inquisitive and open approach extended longevity of the project, increasing learning impact and revenue • Implemented a range of standard processes to define working structure and enhance efficient delivery of bespoke initiatives for clients. Updated SharePoint for future use with other clients improving efficiencies • Led and coordinated programme of delivery for a variety of different sectors including Banking, Local Government, Legal and Oil and Gas industries. Adopting an inclusive approach to discussions and delivery styles. This increased trust and established excellent working relationships, significantly exceeding revenue targets • Negotiated contracts, managed and organised team of consultants and facilitators across the UK, aligned consultants with clients for best fit and shared feedback when required. Increased confidence and best fit resulting in improved learning outcomes for client and reduced need for pilot programme • Ensured programmes regularly developed and bespoke learning tools created. Ensuring monitoring, evaluation and analysis reports completed in line with client’s programme objectives. This enhanced clients’ D&I learning experience, increased confidence and ensured best practice • Established and distributed spreadsheet for weekly pipeline statistics, set deadlines and liaised with Business Development team to obtain updates Show less



MBNA

• France
• Environmental Services

• Strategic Partner Relationship Manager

  • Mar 2001 - Apr 2008

  Senior Relationship Manager – Abbey Credit Card Developed the brand and expanded the product during transition from Abbey to SantanderManager of due diligence processes. Facilitation of cross site meetings to manage and review business strategy and initiate necessary and regulatory changesContractual review as well as logistical changes for the customer conversion project over to new business systemsProduced presentations for Divisional Director and SLTSuccessfully implemented business improvements across the Customer Lifecycle to ensure seamless transitioStrategic Partner Senior Relationship Manager A strategic marketing position delivering the marketing plan for both acquisition and customer marketingEngage in daily production reviews with Senior Management Team to mitigate operational risks to the businessEstablished excellent stakeholder management relations and maintained open communication channels at all timesProject manager for launch of the Virgin Credit Card in January 2002 and exceeded acquisition targets in 2003Drove implementation of new and innovative products and developing marketing strategies to stay ahead of the market Developed brand awareness in all critical business areas and challenged the team to be innovative and creative Show less

• New Portfolio Acquisition Project Manager

  • Aug 2001 - Nov 2001

  New Portfolio Acquisition Project ManagerSuccessful negotiation of contracts, focused on outcome whilst building strong relationships internally and externally Evaluated and controlled risks associated with new business processes. Maintained policies and supporting documentation to reflect current regulatory and contractual requirements and business practicesMapped all processes and completed business requirements to assist technical developmentManaged project plan to ensure deadlines met and all business areas were compliant with new business requirements Show less

• Section Manager Rick Division

  • Nov 1999 - Aug 2001

  Section Manager, Risk DivisionInvolvement in Divisional and Bank-wide projectsUsing relevant reporting mechanisms to monitor the performance of the section and provide management information to the senior leadership team enabling focus on generation of new initiatives Strategic focus on compliance and audit of the Bank’s regulatory frameworkMonitor key call centre drivers, including speed of answer and abandon rates to maximise the contact centre performance. Identify education requirements to improve sales techniques and ensure compliance to FSA guidelines Presented new initiatives to Senior Managers, implementing projects and overseeing their development Show less

• Management Internship Programme

  • Mar 1999 - Nov 1999

  Management Internship ProgrammeShort-listed along with nine other potential leaders of the Bank from 200 applicants to complete this business management programme. I graduated through a series of rotations, covering all European Business Divisions including Finance, Personnel, Operations, Marketing, Credit, Customer Satisfaction, Consumer Finance Loans and Risk. Each rotation included several group and individual projects involving critical business decisions, including training visits to the US. Achievements:Four grade promotion on graduation and selected to be mentored by a Director after the programAttained individual and group recognition for a number of Bank-wide initiatives implemented Show less

• Fraud Detection and Customer Satisfaction Representativ

  • Nov 1997 - Mar 1999

  Other MBNA Roles Dec 1998 - Feb 1999 Fraud Detection AnalystThis role involved managing Customers’ accounts by identifying and preventing fraud and money laundering activityNov 1997 - Nov 1998 Customer Satisfaction Representative• 24-hour Customer enquiries on Credit Card and Loan accounts. Achievements:• 7 commendations for outstanding service to our customers, 1 commendation for establishing a marketing liaison role and communicating all new marketing initiatives to the Customer Satisfaction Division Show less