Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Harleigh Jennings

Holystone,Newcastle upon Tyne

Summary

Driven professional with talent for fostering growth and building strong team dynamics. Demonstrates excellent communication and leadership skills, combined with deep understanding of adult learning principles. Committed to enhancing organisational performance and employee engagement in this role.

Overview

11
11
years of professional experience
1
1
Certification

Work history

Training and development manager

Born digital health
Newcastle upon Tyne, Newcastle upon Tyne
09.2019 - Current
  • Increased employee engagement by arranging interactive learning forums.
  • Conducted ongoing evaluation of training effectiveness for continuous improvement.
  • Managed robust training schedules, ensuring optimal resource allocation.
  • Restructured induction process for new hires, reducing orientation period significantly.
  • Created feedback systems for continual improvement of training methods.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Applied principles of Cognitive Behavioural Therapy (CBT) to improve clients insomnia using evidence-based practices.
  • Assisted clients in developing healthier thought patterns which resulted in improved self-esteem and confidence levels.
  • Recognised and addressed patterns in client behaviours.
  • Improved client's self-understanding with cognitive behavioural therapy techniques.
  • Participated regularly in professional development opportunities to maintain current knowledge within the field.
  • Monitored client progress to update case records and reports.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
  • Demonstrated high levels of empathy and understanding whilst dealing with emotionally charged situations.

Emergency call handler

North East Ambulance Service
Hebburn, South Tyneside
09.2018 - 09.2019
  • Dealt with emergency calls, ensured timely help dispatch.
  • Maintained high level of accuracy to provide correct information.
  • Prioritised tasks efficiently for improved service delivery.
  • Delivered rapid response with effective decision-making skills.
  • Assured efficient call handling by using appropriate protocols.
  • Provided immediate telephonic assistance in emergency situations.
  • Managed distressing situations calmly for smooth operation.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Employed typing speed and accuracy to generate notes while speaking to callers.
  • Logged critical information onto computer system.
  • Listened actively to caller concerns, questions and priorities.
  • Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.

Customer services advisor

Convergys
Newcastle upon Tyne, Newcastle upon Tyne
11.2017 - 10.2018
  • Maintained clean and organised work station for optimal productivity.
  • Directed customers to appropriate departments for specialised assistance, fostering seamless service delivery.
  • Consistently met targets by effectively handling high volume of calls daily.
  • Improved customer satisfaction by promptly addressing and resolving complaints.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Assisted customers with varying questions using product knowledge and service expertise.

Restaurant worker

SSP Food Travel Experts
Newcastle upon Tyne, Newcastle upon Tyne
06.2014 - 11.2017
  • Prepared tables complete with linen, cutlery, glassware and dishware offering a ready-to-dine setup for patrons.
  • Collaborated closely with other staff members fostering a team-oriented environment.
  • Provided excellent customer service to enhance guest experience.
  • Supported team members during busy periods, promoting efficient work flow.
  • Demonstrated knowledge of menu items, helping customers make informed choices.
  • Participated in training sessions to improve skills and performance.
  • Served food and beverages efficiently to provide seamless service experience for guests.
  • Assisted in kitchen operations for smooth functioning of restaurant services.
  • Upheld health and safety standards throughout all work areas.
  • Maintained stock levels with regular inventory checks.

Education

Master of Science - Psychology

University of Sunderland
Sunderland
09/2016 - 11/2017

Bachelor of Arts - Childhood Studies

University of Sunderland
Sunderland
09/2013 - 07/2016

Skills

  • Time management proficiency
  • Employee development
  • Microsoft Office proficiency
  • Customer Service
  • Self-Awareness promotion
  • Mental health advocacy
  • Psychological assessment interpretation
  • Establishing rapport
  • Psychoeducation provision
  • Behaviour modification tactics
  • Coaching expertise
  • Prioritisation expertise
  • Resourcefulness in crisis
  • Clear communication

Certification

Cognitive Behaviour Therapy for Insomnia (Basic) Course - Sleep Science with Prof Jason Ellis

Cognitive behavioural therapy for insomnia - CBTiWeb

An introduction to safeguarding adults at risk - Ann Craft Trust

Cognitive behavioural therapy of insomnia conference - Medical University of South Carolina

CPD Units

Personalised Care Institute - Core Skills

Personalised Care Institute - Personalised Care and Support Planning

Personalised Care Institute - Shared Decision Making

An introduction to children who have experienced loss and trauma

Attachment and the impact of loss or trauma

Timeline

Training and development manager

Born digital health
09.2019 - Current

Emergency call handler

North East Ambulance Service
09.2018 - 09.2019

Customer services advisor

Convergys
11.2017 - 10.2018

Restaurant worker

SSP Food Travel Experts
06.2014 - 11.2017

Master of Science - Psychology

University of Sunderland
09/2016 - 11/2017

Bachelor of Arts - Childhood Studies

University of Sunderland
09/2013 - 07/2016

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Harleigh Jennings