Experience

The Contact Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Senior Training

  • Oct 2020 - Present

  Currently managing a team of 12 trainers/Bank trainersOversees training programmes that include web-based seminars, printed manuals, group sessions, training videos, and moreDetermines training needs and requirements for an organisation or group by meeting with managers, talking with employees, or administering surveysReviews existing training materials produced by third parties to determine appropriateness and relevanceModifies or creates course materials and training manuals to meet specific training needsPresents in-person and online training sessions or hires qualified personnel to do soSchedules training sessions, organizes information technology and other equipment, and manages course enrolmentMonitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessaryWorks with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departmentsHaving to manage PDPs and disaplinarys keeps current on the activities and needs of that industry by attending regular meetings, conferences, and seminarsMaintains a great understanding of new educational and training techniques and methods



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Senior Learning And Development trainer

  • Jan 2019 - Oct 2020

  Responsibilities:- Rapport and relationship building with all relevant stakeholders, relating to senior management, colleagues, junior staff/trainees, sub-contractors and other external agencies, such as PHE (Public Health England).- Co-ordinating and liaising with senior management on a regular basis, organising weekly update calls in order to build and maintain strong communication channels, while reporting any recognised issues/developing traits regarding agents’ calls.- Evaluating and assessing the quality of agents’ phone calls, in order to ensure that the content of their conversations is in accordance with GDPR criteria, effective in achieving the required data, as well as informing any potential improvements to the training process.- Overseeing the continuous training & development of agents, designing innovative call guides, coaching plans and e-learning programmes, facilitating different individual learning styles in order to maximise operational efficiencies.- Implementation and adherence toward company regulations and protocols, relating to projects under the non-disclosure act and GDPR.Notable Achievements:- Involved in an 8-person operation, designing innovative training material concerning Track & Trace technology and the COVID-19 pandemic, utilising e-learning and video animation software to distribute the relevant information to 56 sub-contractors (21,450 advisors) in demanding time-conditions, all while maintaining constant communication with PHE and medical authorities to ensure the content is up to date.



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Learning And Development Specialist

  • Apr 2013 - Sep 2018

  Responsibilities:- Stakeholder management, relating to senior management, clients, junior staff/trainees, colleagues and customers.- Coordinating the training & development of all BT staff, ensuring that company objectives are met, while specialising in Behavioural Training and tailoring material to meet individual learning styles through personal engagement with advisors.- Delivering expert product & service insights during training and development sessions, thereby allowing staff to engage in full sales cycles at the utmost efficiencies, maximising sales opportunities and market potential for new releases, such as BT Sport, Ultra HD TV, and BT Mobile.- General administrative duties, relating to diary management, scheduling & planning of learning events, keeping accurate records of delegate information, data entry and information distribution across several departments.- Targeted sales activity and engagement, overseeing the sales team and utilising monthly targets, KPIs (Key Performance Indicators) and CHT (Call Handling Times) to encourage high moral and optimal staff motivation.- Ensuring that all staff are constantly updated on all relevant confidentiality legislation requirements and GDPR policies, as well as enforcing health & safety procedures.

• Sales Specialist

  • May 2012 - Apr 2013

  Responsibilities:- Exhibited excellent communication and customer service capabilities, providing key information, handling complaints/enquiries and answering product & service questions to assist in the maximisation of sales activity, while ensuring an efficient customer experience. - Client engagements, via telephone communication, in compliance confidentiality legislation and GDPR.- Engaging in a full sales cycle, upselling products & services while operating within strict time-conditions.- Undertaking promotional activities, with regards to making outbound calls to existing BT customers, building a rapport and informing them of new products and deals.- Implementation of health & safety best practice, relating to on-site risk assessment, fire safety and general cleanliness.