Amerjit Singh Kular
Smethwick,West Midlands
Summary
I am a qualified L&D Training Manager with 19 years of experience within fast-paced, multi-site, customer service environments; 16 years of which have been at DPD UK.
A demonstrable track record of designing and implementing training programmes and coaching interventions for a wide range of delegates. Measuring the effectiveness of training delivery, through data capture and analysis tools, in order to operate a ‘continuous improvement’ model, to help meet the needs of the business.
A wide experience of successfully implementing theoretical training and coaching methodology into practical 1-2-1 coaching sessions and group workshops.
Excellent presentation skills, and the ability to help shape departmental/organisational strategy, through effective communication at all levels.
I have a value-led work ethic, based upon hard work, passion and honesty. A firm believer in leading by example.
Overview
16
16
years of professional experience
1
1
Certification
Work history
Team Manager - Training
DPD UK
Smethwick, West Midlands
2022.09 - 2026.04
- Managing a team of Trainer/Coaches and Content Creators. Responsible for weekly 1-2-1’s, personal development plans and weekly team meetings to set expectations and complete risk assessments.
- Working with key stakeholders and internal customers, to ensure the training calendar is managed effectively to deliver on business requirements.
- Managing the training and coaching offering across multiple sites, including offshore partners and field based network training (approx 450 people)
- Leading the design of training materials and workshops, to ensure process compliance and the implementation of varied learning styles.
- Designing bespoke Training Needs Analysis templates, facilitating TNA sessions and supporting development action plans.
- Regular reporting on training effectiveness to senior management, using delegate feedback and data analysis of KPIs.
- Responsible for all internal departmental communications, ensuring our internal customers receive timely and accurate information relating to process changes and engagement initiatives.
- Managing the Customer Service LMS. Ensuring all training is version-controlled and accessible to only intended audiences. Creating reports on completion rates and driving engagement through internal communications.
- Maintaining accurate training records and skills matrices, to support internal and external audits.
Trainer and Coach
DPD UK
Smethwick, West Midlands
2014.11 - 2022.09
- Facilitating both classroom based and virtual inductions for groups ranging from 1 to 35 delegates.
- Working in close conjunction with HR and the IT departments to ensure all system access is created and accessible to new users.
- Employing all safeguarding requirements to create a safe and effective learning environment for all delegates, with an emphasis on inclusion.
- Adapting delivery techniques and activities to meet the demands of changing audiences.
- Facilitating soft skills training workshops to create a standard, uniformed approach to customer service across all sites.
- Extensive International and Domestic travel, to support wider network projects and onboarding 3rd party partner sites.
- Conducting Training Needs Analysis and delivering targeted coaching interventions to support advisor development.
- Delivering “Train The Trainer” workshops and assessing capabilities of partner training teams, in order to achieve accreditation.
- Updating training materials to ensure compliance with new processes, changing organisational strategy and user feedback.
- Ensuring all training records are updated and securely stored in line with industry guidelines and GDPR requirements.
International Customer Service Executive
DPD UK
Smethwick, West Midlands
2010.04 - 2014.11
- International customer service lead for a portfolio of key accounts.
- Providing frontline support for shipping queries and customs advice.
- Responsible for meeting resolution SLAs through forming strong working relationships with 3rd party suppliers.
- Producing bespoke performance reports and presenting findings in regular customer meetings.
- Conducting trend analysis to support service improvement and promoting customer ‘self-serve’
Skills
Detailed Knowledge of the Learning Cycle Vast experience delivering all aspects of the learning cycle, from “Training Needs Analysis” through to post implementation evaluation
Experienced Coach – Experience of coaching customer service advisors and managers, to help identify development needs and implementing action plans Facilitating the creation of PDPs through SMART and GOAL models
Skilled Communicator – The ability to relay complex information in a clear and audience friendly way, at all levels
Creative Design Skills – Excellent working knowledge of all Microsoft and Google Packages, along with creative tools such as Articulate 360, Keynote and Adobe Pro
Organisational Skills – Proven ability to manage and prioritise conflicting workloads and last-minute amendments
Consultancy Skills – Considerable experience providing objective advice and guidance to senior stakeholders and Team Managers
Confident Decision Maker - Analysing available options and balancing pros and cons against the objective Factoring risk assessment into the decision-making process
Full Clean Driving licence
Certification
- City and Guilds - NVQ Level 3 Learning and Development
- Institute of Apprenticeships - Level 3 Team Manager / Supervisor
- Operational Excellence - Lean Six Sigma Yellow Belt Plus
- Institute of Customer Service - Accredited Trainer
Timeline
Team Manager - Training
DPD UK
2022.09 - 2026.04
Trainer and Coach
DPD UK
2014.11 - 2022.09
International Customer Service Executive
DPD UK
2010.04 - 2014.11