Training Customer Service

Katrina Goodman

** ****** ******

Worcester

WR* 1NP

078********

*****************@*****.***

Personal Profile

An experienced advisory consultant in the welfare to work arena, with good

working knowledge of OFSTED and contractual requirements. An individual

with a strong portfolio of self written and successfully delivered courses,

who has implemented "a change" in training on a number of welfare to work

programmes. A person who is passionate, adaptable and innovative in their

approach to work, with commitment and dedication to any challenge

presented. A can do attitude with a flexible, analytical yet fluid approach

to all tasks undertaken. An organised, motivated, resourceful and receptive

individual who is able to work alone off own initiative and as part of a

team, who is also able to build and maintain relationships with third party

organisations and providers. A person with excellent communication skills

who consistently produces quality work. An individual who is cognizant in

working productively in a multi disciplinary environment and able to

motivate enthuse and encourage all clients worked with. Seeking to utilise

a wealth of transferable skills and consolidate experiences. Committed to

career development by attending training to further and encompass already

gained skills.

Key Work Skills

. Excellent communication and interpersonal skills

. Extensive welfare to work and advisory experience

. Strong leadership qualities

. Good sales and negotiation skills

. Excellent caseload management

. The ability to work under pressure and meet targets

. A professional & empathetic manner

. Good organisational and administrative skills

. The ability to work well in a team.

. Time-management skills and the ability to organise workload

. Knowledge and use of various software packages

. Evidenced ability to build positive rapports with a wide range of people

. Experience of Work Study Programme and Foundation Learning

Employment History

Engagement Coach 05/13-

07/13

TBG Learning, West Bromwich

Morello Recruitment (temp contract)

. Engaging with 14-19 NEET group for Work Study Programme participation

. Establishing and maintaining a directory of local support

services/agencies that can offer specialist support to learners

. Developing positive working relationships with all referral sources and

other relevant parties

. Providing 1-2-1advice and guidance to learners

. Raising awareness of programme via referring organisations

. Sourcing apprenticeships, training and employment opportunities

. Liaising with schools, colleges, alternative provisions and employers

. Working effectively with tutors to support learners through programme

and prepare them for employment.

Information Advice and Guidance Advisor 06/12-

01/13

Aspiration Training ETC, Birmingham

. Providing 1-2-1 advice and guidance to learners on 6 week employability

course

. Tailoring and compiling cv's tailored to specific aspiration

. Assisting with applications and cover letters

. Preparing for interviews

. Sourcing placements and work tasters

. Facilitating proactive job search sessions 3 per week

. Providing cover for tutors and engaging in classroom activities

Recruitment and Progressions Officer 10/11-

01/12

(Voluntary Redundancy)

ENTA CIC, Birmingham

. Working with young people 14-19 preparing for apprenticeships employment

and training

. Sourcing work placements, apprenticeships and employment opportunities

. Facilitating Open Days & events to promote apprenticeships and Foundation

Learning

. Liaising with organisations working with young people city wide

. Compiling CV workshops, Jobclubs, 1-2-1 interviews

. Negotiating with employers and working with schools for pre

apprenticeship training

. Attending Careers Events and Open Evenings to actively promote the

organisation

. Promoting use and knowledge of the National Apprenticeship Framework

. Working closely with tutors and trainees to support through elements of

post employment.

. Utilising and coordinating recruitment and selection strategies to market

apprenticeships to potential employers.

. Supporting Foundation Learners with applications for apprenticeships and

training

. Working with NEET's from alternative provisions and accessing specific

training

. Working with tutors to ensure learning was attained

Employment Consultant (fixed term contract) 07/10-

02/11

Fourstar Employment & Skills, Birmingham

. Managing caseload of 190 long term unemployed clients welfare to work

. Training in basic it and online job search advice

. Accessing training & work placements

. Organising & facilitating group CV and interview preparation techniques

. Motivating and encouraging clients via training opportunities

. Positively promoted the services advantages to improve business

performance

. Facilitated training delivery for Basic Skills

. Identified training needs to improve chances of gaining employment.

. Promoted positive working ethic within team

. Actively encouraged the development of colleagues and clients

Personal Advisor/ Outreach Worker (agency)

06/10-07/10 Prospect Services, Birmingham

. Delivering Next Step providing information for learning and careers

. Managing caseload and referring to specific training

. Facilitating outreach and drop in appointments

. Producing cvs and profiles

. Signposting clients to relevant training opportunities

Employment Advisor/Outreach Worker

03/10-06/10

Groundwork, West Midlands

. Delivering Working Neighbourhood Fund Ladywood & Perry Barr

. Working with 18-24 NEETS & ex-offenders

. Working with other voluntary providers & organisations in district

. Facilitating and co ordinating outreach events

Personal Development Coach

Pertemps People Development Group 03/08-

08/09

. Working with long term unemployed clients identifying barriers and

solutions to unemployment

. Referring to specialist agencies for additional support

. Producing CV's and profiles

. Successfully working in partnership with employers and training providers

. Liaising with potential employers, for placements and work experience

. Supporting unemployed clients in job matching and sustainability of

employment

. Utilising a variety of means to facilitate improved employability

Support Receptionist 11/07-03/08

Pertemps People Development Group

. Providing excellent customer service

. Undertaking general reception/administrative duties

. Transference of all incoming and outbound calls to appropriate teams

. Providing admin support for the Employment Zone staff team and clients

. Promoted to Employment Consultant

Debt & Crisis intervention Worker 09/06-

12/06

Community Advice Support & Advocacy

. Working with people/families in financial and housing crisis issues

providing general debt advice

. Working in an advocate and advisory capacity negotiating with creditors

and relevant professionals

Childcare Advisor 07/05-

08/06

Childcare Information Bureau

. Assisting parents locate accessible, affordable childcare provisions

. Working in partnership with employment zones and job centres

. Liaising with Local Authority and Non Government organisations and

charities

. Supporting Lone Parents

. Organising events to promote childcare' taster' sessions across

Birmingham

. Utilising organisational and time-management skills

Intensive Personal Advisor 09/03-

09/04

Connexions, Birmingham

. Working with 13-19 yr olds facing multiple issues/barriers

. Identifying NEET groups within Birmingham area

. Designing and delivering events aimed at young people

. Effectively delivered events and provided feedback for improvements

. Working with voluntary, statutory and public organisations

. 6 month secondment to the Youth Offending Service

. Maintaining records, action plans and follow up procedures

. Providing 1:2:1 care support plan sessions with young offenders leaving

institutes

Senior Residential Childcare Officer 09/02-

09/03

Birmingham Social Care and Health

. Working with young people in a residential setting

. Implementing care plans/maintaining records

. Working with specialist support organisations

. Facilitating meetings and attending reviews

. Working in advisory/advocate capacity

. Working within a multi disciplinary team

Education and Training

Advanced Coaching 10/08-10/08

Pertemps People Development Group

Diploma for Personal Advisors 03/04-

04/05

Nottingham Trent University

(Completed 4/5 Modules)

Public and Voluntary Sector Management Foundation Degree 01/06-

05/07

Newman University College

(Completed year 1)

BTEC Social Care and Health (Caring Services)

09/92-05/95

GCE A Level Psychology/Sociology

Worcester University

Interests

In my spare time, I enjoy relaxing and spending time with my young daughter

and participating in her activities. I also enjoy keeping fit and reading,

listening to music and socialising with friends. I also enjoy cooking and

keeping up with current affairs.

Excellent references available upon interview

Contact this candidate