Learning and Development Manager

• Jan 2023 - Present

I manage and execute the learning strategy for EcoOnline. I work closely with Senior and Executive leaders to identify and plan for current and future organisational skills and behavioural gaps. I am responsible for all management and leadership development activities I manage and execute the learning strategy for EcoOnline. I work closely with Senior and Executive leaders to identify and plan for current and future organisational skills and behavioural gaps. I am responsible for all management and leadership development activities

Product Learning Partner

• Nov 2021 - Jan 2023

Organisational Capability Consultant

• Dec 2020 - Nov 2021

I identified capability needs, proposing innovative blended learning solutions that drive performance and growth. Partnering with an Operational functions, I developed their learning strategy. I identified capability needs, proposing innovative blended learning solutions that drive performance and growth. Partnering with an Operational functions, I developed their learning strategy.

L&D Consultant

• Jul 2017 - Dec 2020

I provided consultative expertise to identify and agree learning need priorities within the business. I identified and implemented L&D interventions to help meet business objectives. I provided consultative expertise to identify and agree learning need priorities within the business. I identified and implemented L&D interventions to help meet business objectives.

Training Consultant

• Aug 2015 - Jul 2017

Lead Training Consultant for Webhelp UK, providing design, strategy planning, management and facilitation support across UK and SA locations. My responsibilities include; • Facilitate regular TNA of entire training library to ensure relevance and quickest JTC possible – includes regulatory (FCA, AML, DPA, TCF & FLA) soft skills and product knowledge, • Ensure compliance and arrange refreshers for all regulatory modules, report to FCA and record keep for audit purposes, • Maintain companywide training calendar and schedule resource availability across entire estate – 4 UK & 3 SA locations. This is for inductions, up skills, coaching and transitional projects, • Lead designer for all training design requirements (E-learning and facilitator lead) for the entire estate utilising theories such as VAK’s & Accelerated Learning. Regularly liaise with 3rd party consultants where necessary, • Create and maintain robust evaluation systems, training reports, records and M.I – this to adhere to our Training and Competence scheme, monitor performance, identify improvements, implement continuous improvement and reduce costs across the department, • Ensure strong understanding of campaigns knowledge and company policies to ensure effective decision making through regular refresher / briefing sessions, up skill training and checking understanding with appropriate departments, • Strong commercial and financial awareness, within training and operationally to ensure adequate operating standards whilst encouraging efficiency within the department, • Research and apply for government grants to aid the implementation of NVQ’s, Management, Apprenticeship and Graduate schemes within a 650 seat contact centre in line with company objectives and timeframes. Show less

Corporate Training Consultant

• Apr 2013 - Aug 2015

As part of my role I currently plan, design, implement and evaluate training for my clients within the retail sector. I have been working throughout the year to support customer service centres for Fortnum & Mason and Selfridges in response to operational demand from their online stores. I have actively redesigned all training material and have been a crucial member of the team planning team throughout the year. As part of my role I currently plan, design, implement and evaluate training for my clients within the retail sector. I have been working throughout the year to support customer service centres for Fortnum & Mason and Selfridges in response to operational demand from their online stores. I have actively redesigned all training material and have been a crucial member of the team planning team throughout the year.

Trainer

• Aug 2012 - Aug 2013

• Facilitating training groups of 20+ individuals to the live organisation including Team Leaders and Quality Assurance agents.• Identify training needs for the campaign within the operation and training department• Design and facilitate new and reminder sessions• Support fellow trainers in knowledge upkeep • Co-ordinate training courses for Teleperformance• Liaise with clients to ensure training material remains up-to-date• Close client interaction with regards to briefings and completing reports Show less

Operations Manager

• May 2012 - Aug 2012

• Ensuring all KPI’s were achieved – Quality, AHT, SLA• Completing client reports on a daily and weekly basis• Identify business intelligence for clients from calls received• Responsible for scheduling and forecasting agents to ensure appropriate cover at all times• Motivate and develop team members to encourage the best performance possible.• Problem solving to rectify issues raised by the client in addition to being innovative to ensure the campaign runs smoothly.

Team Leader

• Sep 2010 - May 2012

• Manage 16 agents to ensure they meet their challenging yet achievable individual KPI’s through support and guidance, in addition to achieving targets set by the client. Since the launch of the campaign in September, the team and I have achieved fantastic results, above the client’s expectations.• First port of contact for the client due to an absence of Client services. This includes providing information and feedback, ensuring quality through monitoring, and reporting.• To provide excellent communication in both written and oral format to the client and customers• Assist in recruitment and selection of new employees. I have experience in the entire recruitment cycle.• Conduct confidential discussions with agents where needed, such as 1-2-1’s and disciplinary hearings Show less