Learning & Development, Customer Service, Sales

TERESA ANN GREEN

Home telephone. 017**-****** Mobile. 077********

Email address. accaps@r.postjobfree.com

Personal Statement

Learning Consultant with extensive experience of delivery and design within

Learning & Development. Strong background of many years in Finance and

Banking. Delivery of soft skill and technical courses providing support,

guidance and coaching. Strong passion for developing people to their full

potential. Able to communicate with different audiences in a clear and

professional way. Effective team player who also thrives on using their

own initiative. Excellent verbal and written skills.

Key Skills/Achievements

Microsoft Word, Excel and Power point

Strong Communicator

Delivery of Chartered Bankers Helpful Banking Accreditation courses

Design of training material, liaising with Stakeholders

Project leader for Continuous Improvement within Recruitment

Compliant and delivery in Data Protection Act and Treating Customers Fairly

Managing Budgets

Exceeded Sales and Statistical targets within my team

Delivery of Communication Courses

Nominated and attended Achievers Event

Professional Experience

Converso Contact CentresLtd

Team Manager Nov 2013 - Dec 2013

Managing a team of 26 call centre advisers, providing coaching and

performance development to adhere to centre targets

Dealing with sickness, disciplinary and HR procedures

Routing of incoming centre calls to agents to meet demand, viewing agent

skill sets and providing regular reports to ensure meeting key performance

indicators

Royal Bank of Scotland, Southend-on-Sea

Leading UK Retail Bank which owns brands such as Coutts, Natwest and

Ulster Bank.

Learning Consultant 2007-2013

Delivery of technical and soft skill training courses to Credit Card,

Telephony Retail Banking and Branch staff in various cities within the UK

for Natwest, RBS and Ulster Bank

Coaching delegates to adhere to specific levels, setting Bank standards and

adherence to regulatory issues (TCF, Chartered Bankers Institute, FCA

requirements)

Delivery of Complaint Courses in line with FCA requirements and drive

efficiency

Designing and maintaining material for courses, liaising with Stakeholders

within deadlines to ensure material is current and fit for purpose

Project leader for Recruitment and staff retention projects. Ability to

work to deadlines providing spreadsheets and reports using Microsoft Word,

Excel and Power point

Customer Service Team Manager 2005-2007

Managing a team of 16 call centre operators

Responsible for coaching staff ensuring call statistics and sales targets

exceed the Centre requirements. Responsible for coaching under-performing

team members to becoming top performers

Providing regular one to one performance meetings with team members

Responsible for appraisals, personal performance plans, disciplinary action

and return to work interviews for sickness

Responsible for ensuring that the team adhered to bank standards and

regulatory risk (TCF, FCA)

Customer Service Advisor/Academy Trainer 2002-2005

Dealing with incoming Credit Card customer service queries and complaints.

Deputised for the Team Manager, assisting with coaching and providing

statistics for the team, ensuring development plans set for targets and

performance.

Seconded to Academy to deliver training to new delegates

Other Companies worked for:

Lloyds TSB, Woolwich Building Society, National Bank of Egypt, Fuji Bank

Ltd and British Telecom

Qualifications

BTEC First Award in Business & Finance

2 O Level - English Language and English Literature

8 CSE - English, Mathematics, French, German, Geography, History,

Typewriting and Shorthand Theory

GSCE Sociology

Compliant - Data Protection, Diversity and Treating Customers Fairly

Mind Gym - Learning Academy Accreditation

Accredited Interviewer

Interests

Reading, swimming and fitness dancing

References

Available on request

Contact this candidate