Training/Qualifications
• Diploma in Learning Facilitation
• Certified in E-Learning Design
• Certified in Blending Learning
• Certified in Captivate software
• Institute of Leadership and Management Level 2 certified
• Admiral Bronze and Silver development plan graduate
• Admiral Management Performance Programme graduate
• A level in Geography
• A level in History
• GCSE’s in History, Geography, Maths, Maths statistics, Biology, Physics, Chemistry, Business studies, French, English
• Qualified mentor
Work Experience
Current Role: Admiral Group plc.
After attaining high levels of customer service within my previous role I have now move onto become a trainer. Beginning the role in 2010 as a training assistant the role has grown and changed since in line with my achievements and ambition.
I am currently the Customer Accounts departments leading trainer responsible for the training of our department’s staff as well as staff in Customer Services, Renewals, Sales and Outbound. The responsibility for these departments spans 7 sites in 3 countries. The role has a number of facets from training all new hire staff for each of the mentioned departments as well as running refresher training, skills training and systems training.
As a qualified trainer with a Diploma in Learning Facilitation and numerous certifications within the training field I am responsible for the design of training packages and their facilitation for thousands of staff globally. In 2013 I spearheaded the creation of our international support training programme. This year I have personally trained over 500 staff in our Canadian operation and over 300 staff in our India operation, totalling over 1200 staff globally this year. Despite the quantities of training I maintain an average feedback score of over 95%.
Proven skills in classroom training has lead me to be responsible for training of all levels of staff from new hire to the company’s CEO, COO and senior directors. In addition to classroom training I was responsible for the creation of our department’s e-learning programme. Starting in 2012 with self tuition on our company’s learning management system I have since created 6 courses and 4 e-information videos undertaken and viewed by thousands of staff globally. I am also certified in the use of Captivate e-learning software.
In addition to training my role currently involves project management, mainly regarding the reduction of costs and increase of income streams. Over the past year through training, procedural changes and the implementation of new measures, errors and missed premiums have been reduced. The cost of errors made by staff has been reduced by over £100,000 this year and overdue premium not taken due to system and staff errors has seen a reduction of over £200,000 this year.
Achievements
• Winner of Welsh Contact Centre Forum Trainer of the Year award 2013
• Lead International trainer responsible for 6 department and 7 sites in 3 countries.
• Adept at project management and multitasking
• Experienced in e-learning design and implementation
• Able to design, co-ordinate and facilitate training to all levels of staff globally
• Experience at training all business levels from new hire to CEO and Senior managers
Admiral Group plc.
I am currently working for the Admiral Group plc, in a customer services based call centre role. My role entails dealing with all customer queries from issues with polices that need to be handle in a delicate manner when policy holder are upset to dealing with all payments on the policy. I also deal with some administrative duties within my team and have successfully passed my probationary period two months early. I am expected to and successfully maintain the high standard of customer service, organisation skills and time management and admin duties expected of Admiral Staff. Also this role has involved intensive and challenging training and in previously unfamiliar computer systems
Achievements
• Considerable training for numerous aspects of car insurance
• Time management, organisational and administrative experience
• Time management and extensive customer services experience dealing with all types of people
May 2009
Pure Insurance Marketing ltd.
I worked at Pure for a three week period as a Telesales Executive before the company went into liquidation. This experience was my first within the telesales industry and I thoroughly enjoyed it despite the short length of employment. The job involved generating leads by phoning potential customers whose details we have received. I was required to have a good level of customer service on the telephone and to be able to hit targets set by my team leader, both of which I excelled in.
November 2007 – December 2008
Woolworths plc. Mid Glamorgan
I first started in Woolworths as a sales assistant were I was assigned to work in the confectionary department. Later when the store manager reassigned me to oversee a number of other departments I was placed in charge of the running of the department on a daily basis in co-operation with two other members of staff. My duties included the accurate updating of prices, the setting out of correct advertisement banners etc. ensuring all promotions were set into place on schedule, stock levels were maintained at a appropriate level. I also had to ensure that the stock storage area was kept tidy and delivery was divided up correctly for my department and to greet area managers when they visited and answer questions on my department and suggest ways of improving sales.
Achievements
• Junior management experience
• Task setting and working to deadlines
• Customer service experience
• Stock management
Summer 2007, 2008
Crabtree & Evelyn Trading Limited, Mid Glamorgan (Toiletries Manufacturing & Marketing)
I have worked at Crabtree & Evelyn on three separate occasions. The first time I worked at Crabtree was in the I.T department were I built a number of fully functioning computer for various departments and the reception area, was responsible for the upgrading of all computers in operation at the warehouse. I was also part of the team that installed the factories wireless network and linked all operation pc to the network.
Achievements
• Build fully functioning pc’s
• Maintain and upgrade both hardware and software of a pc
• Install a wireless network in a working environment
The second time I worked at Crabtree & Evelyn I was part of the company wide shipping information update during which I was required to use bespoke software to reference over one hundred items shipped by the company. I was place in charge of the update for the Mid Glamorgan facility along with one other member of staff.
Achievements
• Able to operate bespoke software the company uses
• appropriately handle large amounts of data and organise them into the correct format
• Organisational and diplomatic skills working in conjunction with other groups using the same area
The third time I worked for the company I was designated as leader of a team of staff with seasonal contracts in order to compensate for the larger orders being placed due to the Christmas season. This job required me and my team to collect the correct items for each individual order, pack the items safely and correctly, ensure each delivery was supplied with the correct paper work and to ensure all deliveries were packed and ready for morning shipment.
Achievements
• Designated team leader
• Managerial skills
• Problem solving skills and co-ordination
• Effectively management of people correctly with no issues arising
