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Training and Development Consultant

Work Experience

William has worked in a variety of sectors within call centre (15+ years of experience)/customer management
environments designing and implementing a wide range of measurable organisational change and improvement initiatives
with external accreditations.

His experience spans training and development consultancy for both call centre set-ups and existing sites. His
expertise includes change management, training design and implementation (with evaluation and measurement) and
programme management.


Current role

Setting up and managing own training and development consultancy - March 1998 to the present day

Recent assignments include:

- Formulating and producing a Training Gap Analysis for a Portuguese cable company in order to galvanise and
enhance the training offering that the company provided its employees.

- Enhancing the in-house training capability of a large utility company with a trainers' training, as well as equipping
their already accredited trainers to support and accredit these 'new' trainers. A similar programme was also undertaken for
a travel company.

- Improving levels of in-house support after training has been delivered for another large utility company by
designing and implementing a series of coaching and motivation workshops. A similar programme was also undertaken for
another utility company.

- Improving the levels of customer service offered by customer service advisors through enhancing their
interpersonal and communication skills.


And before that ….

Senior Consultant - Management & Development - February 1993 to February 1998. Programmes Training/The Merchants
Group

- Consolidating and developing new training implementation and consultancy products and services.

- Supporting newly recruited HR and training consultants so that these people were set up to contribute revenue to
the business.

- Designing, implementing, managing and delivering a variety of organisational and training initiatives, with evaluation
mechanisms, both nationally and internationally.

- Developing the value of client accounts through the development and running of successful programmes.

William has also held roles in the following areas: market research, account management, direct and telephone marketing,
copy writing and coaching/team leading.


Achievements

Clients include organisations within the financial, automotive, transport, travel, pharmaceutical, IT, public, utilities and
communications sectors. In total 25+ significant companies.

Autoglass Limited - Automotive
- Customer Satisfaction went up by 2.7%
- Sales results increased by 7%.

Thomas Cook Direct Businesses - Travel and leisure
- Sales results increased by 23%
- Turnover was set to double and 20% of business came from previous customers
- Implemented sales coaching methodology so that the improvement in sales could be sustained.

Midlands Electricity plc - MEB (now npower) - Utilities
- MEB's position in the OFFER complaints league table rose from 10th in 1996 to 2nd in 1998.

Case histories, a complete client list, references and testimonial letters are available on request.


Awards

1999 - The SMART Awards. The Gold Award in the category of 'Training', for a Customer Service Programme with Midlands Electricity plc (MEB).

1998 - National Training Award. Joint entry category for the aforementioned Customer Service Programme with MEB. Designed and delivered (either individually or with other consultants) six different types of programme on this project. Also implemented evaluation mechanisms for these six programmes.

October 1997 - Award for outstanding performance and success - Presented by Merchants Limited.

June 1994 - Personal Development Award - presented by what was Programmes Limited, now The Merchants Group. This award was presented for exceptional development of know-how and/or personal ability.


Articles

Featured or published in approximately twenty articles that focus on either client work and what this work achieved or perspectives on working within call centres/training and development. A full list of these articles is available on request.


Summary

William designs, implements, manages and delivers a variety of organisational and training initiatives, with evaluation
mechanisms, both nationally and internationally. He has also held roles that focused on market research, account
management, direct and telephone marketing, copy writing and coaching/team leading.

The combination of his 'on the floor' experience and training that he has received help him manage the process of change
for his clients in relation to the individual, group/team and organisationally. The programmes that he creates for clients are
designed to be enjoyable, whilst purposeful and endeavour to make a difference to both the individual and the company that
they work for.

Education

An MSc in Change Agent Skills and Strategies

Skills

Specialisations

- Enhancing 'in-house' training capabilities with trainers' trainings.

- Enhancing levels of in-house support after trainings with, for example, coaching and motivation workshops.

- Improving customer service levels through enhancing peoples' interpersonal and communication skills.

- Improving sales results through enhancing peoples' sales and negotiation skills.

- Providing supervisory/team leader training programmes in order to strengthen managers' performance and
man management skills.

- Training consultancy, change management, training needs/gap analysis. In relation to change management
an example would be the 'running' of Vision and Mission Workshops. This sort of assignment typically involves facilitating
senior executives and their teams to create vision and mission statements along with clearly defined operating
standards that assist the statements to become a reality.

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