Most recently working as Master Trainer for Nokia, I was responsible for ensuring training excellence delivered by Nokia to their operator and retailer partners. Working collaboratively to launch new products and develop knowledge with the ultimate aim of driving up advocacy and sales of Nokia smartphones, my role combined a variety of responsibilities including, but not limited to:
• Responsibility for managing a team of Trainers, responsible for training delivered by Nokia to operator and retail partners.
• Working within a global training academy, delivering training across Europe and North America.
• Designing and delivering training via classroom, exhibitions and web-based eLearning.
• Working very closely with the customer marketing departments around new product launches and the development of sales incentive schemes within contact centres.
• Measuring knowledge before and after training programmes to ensure effectiveness and to deliver ROI.
• Managing the training delivered by the Nokia Field Sales Force to all UK retail stores.
I love the fact that no two days are the same, and have found that working with individuals and teams to help them achieve their goals gives me a real sense of job satisfaction. With over 12 years’ experience in training, sales and marketing, I am a dedicated professional, using my enthusiasm and self-motivation to meet new challenges head on. This results in increased advocacy for the products I train – it’s great to see and hear positive feedback after a training session I have designed or delivered.
I have consistently excelled at developing relationships with colleagues and clients throughout my career, which has helped grow and develop new business through account management. My self-confidence gives me an ability to converse, influence and negotiate professionally at all levels, from operational staff, through senior management to director level.
Previous to working with the Nokia account, I worked as a freelance Trainer on behalf of O2, Tesco and Apple.
Key Achievements and Objectives
Throughout five weeks in 2013, I worked with a group of my Nokia Academy colleagues from across the world to deliver training to 4,500 employees all over Finland. Working long days, staying away from home and often travelling until late into the evening, this was the greatest training we ever delivered. Extremely positive feedback together with great training results ensured an amazing sense of achievement.
In two of the four years for which I have worked for Nokia, I was with the team voted Training Company of the Year. This is a great achievement for a company of our size, considering the competition included large public sector organisations together with commercial giants such as Intel and HP. It gives me immense pride to say I work not only for the Training Company of the Year, but I also represent a respected brand in Nokia, where I am an important part in the process of bringing new products and services to market.
I’m proud that I worked closely with the T-Mobile contact centre in Wales during the evening of Comic Relief. I manned the donation phones until 2am taking over £3,000 and built some great relationships within a key client. Throughout the day I trained the telesales teams with exciting new products and services, and throughout the evening Nokia funded a mobile barista to keep the staff going past 2am. We saw an increase in sales that month, which bucked a general trend of decline for Nokia.
My greatest personal achievements to date include trekking through the arctic with nothing but a sled and four huskies for 150 miles in aid of a charity very close to my heart. I managed to raise over £5,000 for the PSP Association. I also completed a cycle ride from Edinburgh to Somerset in March 2013, riding over 700km in 5.5 days raising over £8,000 for a local sports team.
Nokia Academy Master Trainer / Academy Manager
Verridian Plc / RMG Ltd
May 2009 – Present
I am responsible for the creation, delivery and measurement of all training delivered from the Nokia Academy. My role currently involves working in varying locations nationwide and overseas, delivering training to management and sales staff in call centres and retail outlets.
There is a considerable Account Management aspect to my role, owning relationships within Nokia and the operators, working closely with internal and external Marketing and Training teams to coordinate device launches, promotional events and roadshows.
March 2008 – May 2009 (1 year 3 months)
Potensis was, at the time, one of the UK’s leading professional recruitment consultancies, concentrating in the property and construction industries. I quickly established myself as a respected and efficient consultant, becoming one of the company’s top performers in a brief period. I was given extensive responsibility for the training and development of staff joining the team.
Together with bringing on new recruits, I began to concentrate on building solid relationships with a select few clients, and consistently won repeat business due to the efficiency of service I delivered. I was migrating my role from a purely sales role to a consultative business relationship with my clients when the economic downturn, and its effect on the construction industry, resulted in me leaving the business.
BT Global Services
May 2007 – March 2008 (11 months)
BTGS is an international arm of British Telecommunications Ltd, responsible for the convergence of voice and data networks into a single IP infrastructure. My sole client was Barclays Bank Plc, and I was tasked with managing the migration all of their traditional telephone systems into a converged network, involving all of their voice, internet and data connections. Involving several third parties in the logistics of getting equipment and engineering staff prepared and onsite in a very tight schedule, I also grew revenues by upgrading existing services to one with greater revenue streams for my business. Deadlines were always demanding, however all projects were on track due to my initiative and diligence. This role helped to develop my project management skills and I found that I consistently worked to the best of my abilities while under pressure and when being constantly challenged. Sadly, BT started global redundancies and my contract was not to be renewed.