Experience

DPD UK

• Truck Transportation
• 700 & Above Employee

• • Jan 2019 - Present

  In this role, I am responsible for retaining and developing employees. Leading a team of 6, 4 Performance Coaches and 2 Content Developers to achieve that goal and carry out tasks including:-Planning, creating and reviewing training packs for generic and roles specific topics. Using a combination of methods to deliver those successfully including eLearning modules, webinars, virtual, podcast and face-to-face sessions for over 300+ employees.-Utilising eLearning Programmes such as Articulate Rise, Peek, Storyline, LMS management, Creative Cloud - Premier Pro - Main focus is within Instructional design by working with SME’s to ensure we approach each project with the best approach for the subject and our learners. -Gain and analyse feedback from our employees on training and coaching to continue to celebrate successes and make improvements to these areas.-Promote continuous improvement to training by sharing best practices and identifying industry best practices to ensure that we are being inclusive and diverse and training my team on those findings.-Explore innovative ways to enhance the coaching experience which led to the introduction of a new coaching platform that has improved coach's engagement and provided measurable actions for our coaching team to analyse. -To drive an innovative learning culture surrounding coaching as a development tool, which plays a vital role in supporting employees to reflect on KPIs.-Proposed, led, implemented and continued to maintain a generalised new starter blended induction to drive consistency across our department. Show less

• • Dec 2017 - Dec 2018

  Introduced online learning to the training team. Oversee the day-to-day workload of the coaching team, ensuring workload is achieved to a consistent and high quality. Updating the T&D manager on department trends and training solutions. My role is to support and develop CSCS coaches to produce and deliver timely, constructive feedback to employees, to motivate them to deliver a world-class customer experience and to have effective sales conversations.I develop the coaches on a daily basis by supporting them to produce and deliver training material, deliver effective training/ coaching sessions.I have more recently developed a new starter eLearning induction & networked with other departments to explore suitable LMS's to host the material and track development. My goal has been to move the training of CSCS into the future and to help retain and support employees development in the business.I design and oversee development plans and support the Training and development manager with management tasks such as holidays and absences. Show less

• • Nov 2016 - Dec 2017

  Motivating and supporting employees to deliver amazing customer service and achieve KPI’s through side by side and remote coaching sessions. Supporting departmental Managers in the achievement of department KPI’s. Responsible for the production and delivery of new training material as and when required. Supporting employee development by providing one to one coaching sessions in sales techniques and customer service. I have supported departmental managers in the achievement of KPI’s and motivating teams to deliver a world-class customer experience, by identifying training gaps and being an advocate for the DPD behaviours.I have produced and delivered training material in order to support employees through business changes and provided ongoing support thereafter, with fantastic results. Show less



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• • Sep 2014 - Nov 2016

  Learning and Development associate/ Performance Coach 2014– 2016 / OldburyDelivered 'Train a trainer’ sessions and supported employee through their L&D journey. Created, delivered and monitored the design process of various modules with other learning professionals and subject matter experts including Insurance, compliance and FCA. • Attended training up skills with the design team and brought best practices to the learning environment• Developed a comprehensive training programme for employees to take multi-skilled calls.• Demonstrate & encourage correct behaviours during training to build an excellent foundation and self-reliant achievers• Trained new to business on customer service, health and safety and quality compliance.• Planned and directed staff training and performance evaluations• Deliver world-class customer service to internal and external customers• Maintain and adhere to the working Practices and provide insight as a Subject matter expert to provide feedback on the delivery of content and collaboration with wider L&D Team• Review and report on the effectiveness of the various training programmes• Manage and monitor an end to end design process in conjunction with other learning professionals and other subject matter experts• Delivered Train the Trainer events for new to the L&D Team and mentored new trainers• Support programme development through review of evaluation and feedback from delegates, trainers and stakeholders• Knowledge of learning teaching styles Experienced in coaching and development- Performance Coach Deliver world-class customer service to internal and external customers/ enquires escalations and complaints/ booking appointments/ KPI’s / coaching and guidance/Identify & encourage team development/ improving moral/Engagement Activities. monitoring KPI,s / Providing timely and effective feedback/ Quality assessing/ achieving team targets/ supporting individual development Show less

• • Jun 2013 - Sep 2014

  Delivered new starter training, ‘Grad bay’ support, floorwalker, Delivered business update training. Preparing and catering for a variety of learning styles, tracking development, supporting performance during the first 5 weeks and complete any training/Hr admin.Call handling role that included insurance sales, account queries and complaint handling. Working towards a variety of KPI’s including AHT, compliance, sales and customer satisfaction.



Kelly Communications Ltd.

• Brierley Hill

• Planner and Dispatcher

  • Jul 2011 - May 2013

  Planner & Dispatcher Managed areas and engineers daily workload on behalf of BT and Virgin Media by communicating with the management teams and colleagues. Planning engineers workload Monitoring and managing workload in a day Exceeding customer expectations Liaising with engineers and field managers to effectively resolve customer complaints Planner & Dispatcher Managed areas and engineers daily workload on behalf of BT and Virgin Media by communicating with the management teams and colleagues. Planning engineers workload Monitoring and managing workload in a day Exceeding customer expectations Liaising with engineers and field managers to effectively resolve customer complaints