15 years service successful industry experience in management followed by 5 years training and consultancy experience. Wide variety of very satisfied clients who keep asking me back for new intiatives, ideas and programmes.
Achievements include facilitating major service improvement projects at strategic and operational level: service audits, service values and policies, service standards, integrating service standards to performance management.
Training and development experience: design and delivery of customised training and development programmes and learning materials: from short skills based courses to performance development programmes involving mentoring, group learning, one-to-one coaching, service improvement workshops for managers and others. Design and management of customer service NVQ programmes including customised support materials.
Lots of positive feedback available from clients and training delegates.
Qualifications include: B Sc Management (Trinity),
Vocational Assessior and Internal Verifier. Currently pursuing MA in Customer Service Management with Nottingham Trent University.
Active member of SOCAP and IPD.