Having taken voluntary redundancy from NTL (now Virgin Media), I embarked on an accelerated study course, to become qualified as an NLP Coach. This accelerated course was taken over 6 months virtually 24/7 to enable me to be fully conversant with the tools and techniques that I have needed to develop a career within the coaching environment. I achieved my NLP Practitioner, Master Practitioner and NLP Coach certifications in April 2007.
In 2007 along with my Business Partner, we set up our Company. I now coach and train people both in the corporate world and as personal clients, whether it is in a face-to-face meeting or coaching via the telephone and/or email.

In order for me to keep my customer services experience up to date, I freelanced for the above Company in completing ‘Mystery Shopper’ assignments.
These assignments varied in type & from month to month, from visiting locations, to telephone assignments, to completing surveys.

During my time of employment with ntl, I held a variety of management roles, starting in their Customer Contact Centre’s, and progressing to their local Technical Fault Centre. I started work with the cable company Comtel, just prior to ntl starting to merge with all the small cable companies across the UK, and this was the ideal opportunity to bring my skills of building high performing teams and integrating new processes into an environment that was starting to develop into a continual ‘change’ environment.
One of my notable achievements was to develop and create an independent and highly motivated technical diagnostic team within their local Technical Fault Centre. This involved putting into place a key recruitment process, organizing and running an assessment centre for the potential candidates and setting up and implementing key working processes, as well as sourcing the correct technical expertise to develop into a full training and coaching program. The outcome of this work was that the technical diagnostic teams were able to operate as an independent contact centre for faster resolution of Customer issues relating to more complex faults in respect of the NTL cable products.
My last role within ntl prior to being made redundant was within the central Process and Improvement team as their Change Control Coordinator. This role enabled me to utilise my communication skills in developing strong rapport with people right across the business. This was key in order to create the right environment for the changes that were starting to happen across the Company.

I achieved accreditation centre status for the Company which enabled it to expand the contract that the Company had with the local Training & Enterprise Council (TEC) to deliver NVQ qualifications for City & Guilds and RSA.
I achieved this by developing and operating a fully auditable process system, and developing and delivering a training and certification development plan for new NVQ Assessors.

In 1997 I was made redundant.