ALISON COTUK
Peterborough
Summary
Dynamic professional with a strong foundation in communication and teamwork. Demonstrates innovation in problem-solving, coupled with exceptional customer service skills. Highly adaptable and resourceful, with a solid understanding of performance management, training, coaching and mentoring. Committed to leveraging these skills to drive successful project outcomes and enhance team performance.
Overview
28
28
years of professional experience
11
11
years of post-secondary education
1
1
Certification
Work History
Training Co-Ordinator
Cambridgeshire and Peterborough Training Hub
01.2019 - 01.2025
- Liaising with stakeholders at all levels within the Integrated Care System to ensure that we commission and organise a wide range of events to upskill all members of the General Practice workforce in order to try and meet the health needs of the population Cambridgeshire and Peterborough
- Leading on the Admin and Clerical and Management Workstreams within the Training Hub, assessing Training Needs, sourcing suppliers and quotes and making recommendations to working groups to ensure that we deliver a programme, that meets the needs of the workforce
- Improved staff competency through delivery of comprehensive training programmes.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Facilitated efficient learning sessions to maximise productivity during work hours.
- Liaised with trainees to answer questions, resolve issues and escalate special circumstances to management.
- Reviewed and updated training content for relevance to industry trends.
- Liaised with external trainers when necessary; ensured they were well-briefed about company's specific needs and expectations from the session.
- Integrated improved onboarding programmes to acclimate new employees to company culture, values and policies.
- Collaborated with Subject Matter Experts (SME)s to refine and update training resources.
- Created training needs assessments to identify skills and knowledge gaps.
- Established a feedback mechanism post-training sessions, aiding continuous improvement efforts.
- Increased accessibility to training workshops and materials by catering to specific requests.
- Maintained up-to-date knowledge on latest learning tools and methodologies, ensuring quality of training delivery remained high-standard.
- Secured increased employee engagement by implementing interactive teaching methods during workshops.
- Streamlined administrative tasks related to trainings such as maintaining attendance records, booking venues or sending out invites; enhanced overall efficiency of processes.
- Facilitated high-quality workshops, meetings and demonstrations online and offline.
- Reported on training program needs and challenges, collaborating with management to address improvements.
- Organised delivery of specialised training in liaison with external service providers.
- Delivered high-quality results within budget and timeframe targets.
- Successfully delivered on tasks within tight deadlines.
Concierge Team Manager
WhiteConcierge Ltd part of AXA Assistance
Peterborough
01.2001 - 10.2016
- Leading, training and coaching multi-lingual teams to deliver a wide range of concierge services to high net-worth customers
- Managing the day-to-day operation of the call centre, to ensure that 95% of calls were answered within 20 seconds
- Handled complaints professionally, resolving issues promptly.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Represented organisations at seminars, conferences and business events.
- Achieved higher team efficiency with regular training and mentoring sessions.
- Coordinated with various departments for seamless workflow.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Boosted morale by recognising and rewarding exceptional work.
- Handled employee grievances to maintain harmony within the workforce.
- Delegated responsibilities efficiently amongst team members.
- Conducted performance evaluations to identify areas of improvement.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Developed action plans for continuous process improvement initiatives.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Designed and implemented training to further develop staff based on business goals.
- Successfully delivered on tasks within tight deadlines.
- Displayed energy and enthusiasm in fast-paced environment.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Delivered high-quality results within budget and timeframe targets.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Generated Key Performance Indicator reporting to drive better performance.
- Wrote reports outlining project progress and results.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Recognised exceptional individual performance for improved motivation.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led team of [Number] to achieve KPI targets and successfully complete assigned projects.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Upskilled team members by planning and delivering training workshops.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Encouraged open communication, fostering a positive work culture.
- Created classification systems to manage archives.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Increased team cohesion by implementing regular feedback sessions.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Delegated tasks to make best use of individuals' skills.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Fostered a high-performing environment to drive productivity and quality.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Organised financial and operational data to help with yearly budgeting and planning.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Streamlined workflow for a more efficient process.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Improved customer satisfaction through close collaboration with the team.
- Coached team members through new or difficult workflows.
- Led shifts and motivated team to drive sales.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Supported new hires through onboarding process for speedy and successful training.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Fostered positive employee relationships through communication, training and coaching.
- Promoted professionalism among staff to develop productive relationships.
- Served customers to drive sales and deliver top-quality experiences.
- Increased customer satisfaction by resolving issues.
Team Coach
Thomas Cook
Peterborough
05.1999 - 01.2001
- Designing and delivering training material, modules and validation tests on Worldspan GDS flight booking system
- New recruit training across all cultures on new corporates gained by the business, systems, processes and customer service
- Coordinated learning campaigns to reach tangible deliverables across employee lifecycles.
- Updated and modified training syllabus to stay ahead of industry developments and maintain relevancy.
- Prepared training materials and supplemental aids to support employee comprehension.
- Devised unique training strategies to suit varied learning styles amongst employees.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Tailored training modules for improved staff productivity.
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Arranged training to bridge learning gaps and increase department capabilities.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Assigned training exercises and skill assessments to newly hired employees.
- Held refresher courses and workshops to reinforce key concepts and skills.
- Created training programmes guaranteed to achieve key organisational objectives.
- Tracked impact of training programmes against pre-established metrics.
- Prepared detailed training materials, ensured ease of understanding for all participants.
- Devised and coordinated learning and development activity, aligned with key priorities and objectives.
- Communicated appraisal arrangements, helping employees to achieve personal development goals.
- Facilitated soft skills training, improving communication and interpersonal abilities.
- Adapted session delivery to meet specific needs of professional learners within different environments.
- Facilitated open discussions during sessions, encouraged active participation from attendees.
- Engaged professionals in industry-specific knowledge, techniques and methodologies.
- Developed employee skills by delivering comprehensive training programmes.
- Worked flexible hours, covering nights, weekends and bank holidays.
Refund Officer
Thomas Cook
Peterborough
06.1998 - 05.1999
- Taking traveller’s cheques claims in both English and German, assessing fraud risk, providing simultaneous translation for the Investigation Team
- Worked in administration area and trained my team, allowing the business to combine both areas
Travel Agent
Thomas Cook
Peterborough
01.1997 - 06.1998
- Taking calls from customers and tour operators to arrange wide variety of holidays
Education
BA (Hons) - German Studies, European Politics
University of Lancaster
09.1991 - 06.1995
3 A-Levels - German, French, English Literature
Bourne Grammar School
02.1983 - 06.1990
Skills
- Communication
- Teamwork
- Training, Coaching and Mentoring Skills
- Performance Management
- Customer Service
- Data Analysis
- Adaptability
- Resourcefulness
Custom
- I love to travel
- Have a passion for marine wildlife
- Enjoy reading and the theatre
Certification
CIPD Level 5 in Learning and Development
CMI Introduction to Management
Languages
German
Upper intermediate (B2)
Timeline
Training Co-Ordinator
Cambridgeshire and Peterborough Training Hub
01.2019 - 01.2025
Concierge Team Manager
WhiteConcierge Ltd part of AXA Assistance
01.2001 - 10.2016
Team Coach
Thomas Cook
05.1999 - 01.2001
Refund Officer
Thomas Cook
06.1998 - 05.1999
Travel Agent
Thomas Cook
01.1997 - 06.1998
BA (Hons) - German Studies, European Politics
University of Lancaster
09.1991 - 06.1995
3 A-Levels - German, French, English Literature
Bourne Grammar School
02.1983 - 06.1990
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