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empowerfulpeopleLeadership and Learning & Development Consultant and Executive Coach
Mar. 2020City of Durham, England, United KingdomEnsuring you, your team and your business are empowered, confident and capable to perform at your best through learning consultancy, design & delivery of leadership development programmes and bespoke executive coaching, providing you with a clear strategy to achieve more, stress less and drive success. Leadership Development - I work with individuals, HR teams and commercial teams to design leadership development programmes and initiatives that support strategic ambitions, employee engagement and performance improvement. Clients include: BBCS, Sonova, NTT, Travelex, Probation Service, Northumbria University, Vodafone, Coca-Cola Hellenic Bottling Company Learning Consultancy - supporting L&D and HR to find engaging solutions to develop skills across Global and National teams whether it is bespoke tech solutions, the implementation of the right platform, or curation and design of the right content, I will help to simplify, connect and create answers to your learning problems. Clients include: Sonova, BBCS Coaching - ICF Accredited I work with individuals on a range of issues and goals, a truly personalised service will empower you to achieve results across your career and personal life. I have worked with many clients from a range of industries and levels of seniority and can provide multiple references on request. Some details in Recommendations section. ED&I - a passionate ambassador, I also support companies with research, advice, workshops and solutions to challenges they face, get in touch for more details.
VodafoneSenior Manager (L&D) Retail and Customer Operations
Sep. 2014 - Mar. 2020Vodafone Group, London UKDesigned and delivered Vodafone's biggest development programme to develop critical skills in Customer Experience Excellence, Coaching and Leadership across 22 countries and completed by over 125,000 employees, franchise and partner teams. Coached many high potential senior leaders to achieve and enjoy more! Introduced fantastic and funky new platforms to deliver social learning, create a coaching culture and add a little magic and inspiration to the daily lives of employees. Launched innovative and acclaimed training in Diversity & Inclusion and Digital Transformation.
Won Learning & Performance Institute's Learning Professional of the Year for the innovative tools created to drive capability and confidence for learners.
VodafoneCustomer Experience, Communication and Training Manager
Jun. 2013 - Sep. 2014Driving customer experience excellence across Vodafone's direct sales channels. Leading a large team of Channel Trainers to ensure front line teams have the capability to achieve customer and commercial objectives. Ensuring effective and engaging communication strategy for all front line teams enables them to deliver in line with company objectives. Chair of the Vodafone UK Women's Network - inspiring confidence in Vodafone and in each other.
VodafoneCustomer Experience Manager
Sep. 2010 - Jun. 2013Newbury, England, United KingdomDesign management of suite of measures to reflect the customer experience in Vodafone Retail stores
Engaging retail employees in improving customer experience through effective analysis and stimulating communication
Management of a Customer Forum to identify and resolve the top customer pain points across retail Direct Sales lead in the Vodafone “Voice of the Customer” program across all channels
Accountable for the design and delivery of a transformational customer experience training program across the retail estate
Ensures strategic targets are realised whilst driving down the cost of the customer experience operation in Direct Sales
VodafoneStore Manager and Regional Manager roles
Oct. 1994 - Sep. 2010
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