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Printer friendly ]Training and Development Consultant - Stratford-upon-Avon, Warwickshire, UK
Multi-skilled Recruitment/Training Consultant with excellent communication skills. Able to plan and organise effectively. Uses personal style to build rapport and develop good working relationships.
| Rating: | Unrated (New) |
| Hourly Rate: | £65.00 |
| Available From: | Now | Seller ID: | 248161 |
 : Hourly rate shown includes a discount of 10% for registered charities. |
CV | 
SkillsCV
Employment History
(Jun 2006 & ongoing)
Training and Development Consultant
Freelance Consultant with clients in the private and public sector including HMRC, AA, mpathy customer experience Limited and Best Practice Training & Development Limited.
(Jul 2005 to Jun 2006)
Client Support Manager
OmahaManaged enquiries to support/generate business development. Identified and developed new opportunities
(Apr 2003 to Jul 2005)
Consultant
SITEL Consulting, Kingston-upon-ThanesResponsible for the delivery of contact centre solutions. Key areas included client management, financial performance accountability, product development, quality and client/project satisfaction.
(Dec 1993 to Dec 2003)
Various
SITEL UK Ltd, Stratford-upon-AvonHR Project Manager – UK 2001 – 2003
Responsible for the implementation of UK/Ireland training initiatives. Developed communication and systems to maximise site/HR involvement. Worked with trainers ensuring consistent and cost effective training solutions.
Client programme Manager – Powergen Contact Centre, Banbury 2000 – 2001
Led and managed a call centre for a major utilities client. Developed and coached team managers/quality team. Ensured that service goals and expectations were met. Suggested ideas for improvement.
Team & Quality Manager 1999 – 2000
Managed call monitoring and quality processes within the Contact Centre to ensure that best possible customer services was delivered in line with SLA’s. Provided trend data to both Client and Site Manager, produced quality monitoring statistics to track performance.
Project Manager 1993 – 1999
Clients included Birmingham Midshires, Halifax Bank, CGU Financial Management, Britannia Building Society, and Volvo.
Professional Qualifications
Associate member of the CIPD - CITP Certificate in Training Practice
Member of The British Psychological Society Certificate of Competence - Occupational testing – Levels A & B (The Quest Profiler)
Certificate in Personal Performance Coaching
Transactional Analysis – Level 2
Completion of A Units 1 and 2 within the National Qualification Framework
Accredited e-skills Consultant to advise and assist on implementing a Careers and Skills framework
Additional Information
KEY COMPETENCIES
• Multi-skilled Recruitment/Training Consultant – 12 years experience of working within the contact centre industry including FTSE top 250 and public sector. Skilled in the use of psychometric tools and the recruitment of a variety of roles from general interviewing, assessment centres, training design and delivery, and hands on contact centre management.
• Communication Skills – Naturally effective at communicating across all levels of an organisation and diverse cultures. Able to adapt her style to the needs of the individual and groups. A confident and resourceful trainer who succeeds in bringing fun to learning and development.
• Planning and Organising – Experienced in producing, implementing and managing well-structured plans, clearly defining business objectives with agreed timescales, using resources efficiently and effectively organising and allocating work taking account of the strengths and available time of self and others.
• Contact Centre Systems – In depth technical and practical knowledge of a wide variety of contact centre systems and processes. Played a key role in developing methods of customer service measurement and tracking quality/performance against KPI’s whilst ensuring revenue targets are exceeded.
• Personal Style – Uses integrity and humour to build rapport and develop good working relationships. Energetic in approach with the ability to mix well and put others at ease. Applies a practical approach to training solutions with a balanced point of view
ACHIEVEMENTS
Training and Development
• Worked in partnership with British American Tobacco’s CRM Project Team on their new CRM system. Designed training materials and delivered systems training to advisors, managers and training consultants prior to the launch of the system. The new system ensured that both field sales and advisors accessed live data resulting in higher levels of customer satisfaction.
• Successfully delivered training consultancy in soft skills (customer service, communication, negotiation, performance management, voice care, leadership, coaching, MIS) to Department for Work and Pensions, Customs and Excise and the Inland Revenue, covering 300+ delegates.
• Coached individuals on a range of performance and team relationship issues, utilising Levels A & B Occupational Testing, to identify strengths and weaknesses prior to re-structuring of the business following a take-over.
• Completed a motivational assignment for HMRC to support post induction training. Delivered several one-day workshops to over 60 delegates across the UK.
• Designed and delivered training, covering Understanding Customers, Managing Customer Expectations, Influencing and Negotiating, and Time Management to Customer Service Managers of Parcelforce Worldwide as part of an ILM Level 3 programme.
Recruitment
• Reviewed Job Centre Plus’s Competency Framework and defined the behaviours for each competency across job roles within contact centres. Defined the skills and knowledge for each competency and the advantages of behaviours. Aligned the selection criteria to the behaviours and weighted them based on their importance to the role. Developed an objective scoring system. The development of this competency-based framework provided Jobcentre Plus with a baseline from which to develop recruitment, training, development, coaching, and succession planning.
• Implemented and project managed Assessment Centres for Senior Management roles eliminating the use of external consultants. Designed all materials and created a team of assessors and role-players consisting of Senior Management and HR Managers. Benchmarked performance and monitored to ensure consistency of role-plays and scoring. Gave feedback to delegates.
• Recruited advisors for the Amex Project Team when AMEX migrated from SITEL’s Stratford site to their site in Kingston.
• As a Consultant supported Leading Consultant with major recruitment of Team Managers and Advisors for Hertsmere County Council’s new contact centre.
Project Management
• Managed a sales contact centre, drove and delivered outstanding performance in a highly targeted and competitive market. Analysed call volumes and changed shift patterns to meet customer demand and SLA’s. Educated Team Managers in effective call monitoring and implemented an improvement plan. Improved motivation with the Contact Centre and implemented a “stay bonus” to ensure SLA’s and sales and quality targets were met during 90 day consultation period
• Successfully implemented quality processes for utilities client across 2 sites that resulted in a dramatic decrease in the volume of complaints made to Ofgen. Exceeded team targets through coaching and motivation of team.
• Project managed a telesales campaign on behalf of The AA – Hotel Services. Co-ordinated a small team contacting members of a competitor organisation with the objective of selling AA membership services. Converted over 9% and generated £10.6k of revenue.
• Selected to run a campaign for mpathy customer experience Limited. Put together and managed a telesales team contacting Housing Associations to increase awareness of mpathy services and build commercial relationships for future cross sales. Exceeded expectations and provided new leads.
• Implemented and managed a NVQ programme across 4 sites, gaining approx £450,000 govt funding.
Categories & Skills
Healthcare (Non-Clinical)
Categories
HR/Training & Development
Categories
Skills
- Career Development (Training & Development)
- Career Management (Training & Development)
- Coaching & Mentoring (Training & Development)
- Competency Testing (Recruitment)
- Course Material Development (Training & Development)
- Induction Training (Training & Development)
- Interviewing (Recruitment)
- Leadership Development (Training & Development)
- Managerial Development (Training & Development)
- Progression Planning (Training & Development)
- Psychometric Testing (Recruitment)
- Secondment (Training & Development)
- Team Building (Training & Development)
- Training (Training & Development)
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