James Hetherington
Twyford,Reading
Summary
I am a seasoned learning and development specialist dedicated to fostering organisational success through the strategic nurturing of talent. With an unwavering belief in the transformative power of education, I am committed to cultivating high-performing individuals and teams.
In my capacity, I leverage a blend of instructional design expertise, data-driven analysis, and interpersonal finesse to craft impactful learning experiences tailored to the unique needs of diverse learners. Whether it involves designing comprehensive training programmes, facilitating engaging workshops, or providing targeted coaching, I adeptly foster a culture of continuous learning and growth.
My approach is anchored in evidence-based methodologies and best practices, ensuring that every initiative I undertake yields tangible results and measurable outcomes. By staying abreast of industry trends and emerging technologies, I remain at the forefront of innovation, constantly seeking novel ways to enhance learning effectiveness and efficiency.
Furthermore, I recognise the significance of collaboration and stakeholder engagement in driving organisational change. By forging robust partnerships across departments and fostering a culture of open communication, I facilitate seamless integration of learning initiatives into broader business objectives, ultimately contributing to sustainable growth and competitive advantage.
Motivated by a passion for excellence and a genuine desire to empower others, I am committed to making a meaningful impact in the field of learning and development. I welcome the opportunity to collaborate with likeminded professionals who share a vision for success and are dedicated to investing in the continuous development of their most valuable asset—their people.
Overview
13
13
years of professional experience
Work history
Training & Content Designer
ClarifyB2B
05.2022 - 02.2024
- Created and curated e-learning and training workshop content for sales and management roles to support rapid growth objectives
- Supported the enablement team with the creation of new content and ideas to enhance engagement in e-learning
- Reported on the impact of learning programs to ensure continuous improvement and effectiveness
- Managed the Learning Management Platform, ensuring content accessibility and user engagement
- Implemented reinforcement strategies for learning programs to drive behaviour change and sustained learning outcomes
- Identified new and engaging solutions to enhance the utilization of e-learning content, fostering a culture of continuous learning and development.
Learning and Development Specialist
CitNOW
03.2017 - 11.2021
- Contributed towards the design and launch of a new global online Academy (LMS, Eloomi)
- Maintained employee learning records using Google Data Studio
- Developed company onboarding programme via virtual, face to face and elearning
- Reducing the time to induct new employees from 3 months to 1
- Ran Academy trainer assessments, inline with company guidelines, including role playing and technical reviews
- Delivered new employee induction process
- Onboarded Academy trainers globally
- Acted as a LMS expert and super user internally, answering questions and providing support as required
- Supported the design of 24+ elearning modules using Articulate Storyline 360, Power-point, mlearning authoring tools
- Utilised 3rd party solutions to provide customer elearning certification (Certify) and data collection
- Produced reports using Data Studio and interpreted data as required to understand the LMS usage
- Proactively identified training needs based on data and developed plans to support these
- Automated global training booking process
- Removing a need for localized office support using Calendly
- Created learner quizzes to assess understanding of the content and implement relevant changes
- Researched and obtained relevant course materials to achieve training objectives
- Delivered 1-1 training via online webinars, B2B, B2C
- Directed training programs and development paths for managers and supervisors.
Support Manager
CitNOW
03.2013 - 03.2017
- Provided global support for customers and remote employees
- Managed a small team of customer support advisors
- Prepared schedules that maximised coverage during key hours
- Tracked and documented metrics, and evaluated trends to identify needs and implement resources, training as required
- Monitored employee and customer interactions to assess quality of service
- Established and implemented effective training programs to maximise team performance
- Assessed previous resolutions to uncover deficiencies in coverage and develop improvements
- Managed stock room and oversaw customer orders, distribution and returns
- Analysed 20+ item inventory to boost stock availability and replenish short stock items
- Liaised with field associates to coordinate prompt and comprehensive customer support.
Online Sales - Marketing Executive
P G Automotive
07.2011 - 02.2013
- Maintained and managed all online aspects of the business, ranging from website design to updating online listings
- Managed customer enquiries, booking process, deliveries and handovers
- Took vehicle video and imagery
- General day to day duties.
Education
A-Levels -
Wargrave Piggott School
Skills
- Adult learning theories
- Training solutions development
- Course development
- Problem and critical thinking skills
- Knowledge of MS Tools, GSuite, Articulate Storyline
- Ability to communicate at all levels
- Project driven
- Time management
- Design awareness
- User focused
- Data analysis
Accomplishments
- Designed and built the company online learning strategy, prior to global lockdown training consisted of 95% physical. Within one year this became 95% virtual. Saving the company 65% of training costs.
- CitNOW Academy was shortlisted at Learning Technologies conference in 2020, for Best digital transformation of a training programme in response to COVID-19.
References
References available upon request.
Timeline
Training & Content Designer
ClarifyB2B
05.2022 - 02.2024
Learning and Development Specialist
CitNOW
03.2017 - 11.2021
Support Manager
CitNOW
03.2013 - 03.2017
Online Sales - Marketing Executive
P G Automotive
07.2011 - 02.2013
A-Levels -
Wargrave Piggott School
Similar Profiles
Maciej StaniecMaciej Staniec
Operations Assistant/Contracts Manager at WJ South LtdOperations Assistant/Contracts Manager at WJ South Ltd
Rosemary BlundellRosemary Blundell
Admin/Prescription Clerk at The Hart SurgeryAdmin/Prescription Clerk at The Hart Surgery
Anna JohnssonAnna Johnsson
MD at Team Umbrella LtdMD at Team Umbrella Ltd
Anil OhriAnil Ohri
<ul><li>Daikin Project (Electronics & Consumer Products)</li><li> Developed VILT content and presentations covering technical and non-technical topics.</li><li> Authored video summary scripts and WBT scripts.</li><li> Created assessment question banks and ensured adherence to client guidelines.</li><li> Managed client relationships and project timelines.</li><li> Content creation in English & Hindi. Content conversion from English to Hindi.</li><li>Hyundai Project (Automobile)</li><li> Designed digital training content and presentations for sales and service teams.</li><li> Optimized and restructured business presentations.</li><li> Worked closely with clients to meet requirements.</li><li>Sony Project (Electronics)</li><li> Created VILT presentations for service personnel training.</li><li> Developed online exams and assessments for training sessions.</li><li> Engaged with clients for effective presentation delivery.</li><li>Godrej GCPL VISTAAR Project (FMCG)</li><li> Developed English and Hindi video scripts for training videos.</li><li> Collaborated with SMEs, graphic designers, and audio artists to produce sales training content.</li></ul> at NIIT Ltd.<ul><li>Daikin Project (Electronics & Consumer Products)</li><li> Developed VILT content and presentations covering technical and non-technical topics.</li><li> Authored video summary scripts and WBT scripts.</li><li> Created assessment question banks and ensured adherence to client guidelines.</li><li> Managed client relationships and project timelines.</li><li> Content creation in English & Hindi. Content conversion from English to Hindi.</li><li>Hyundai Project (Automobile)</li><li> Designed digital training content and presentations for sales and service teams.</li><li> Optimized and restructured business presentations.</li><li> Worked closely with clients to meet requirements.</li><li>Sony Project (Electronics)</li><li> Created VILT presentations for service personnel training.</li><li> Developed online exams and assessments for training sessions.</li><li> Engaged with clients for effective presentation delivery.</li><li>Godrej GCPL VISTAAR Project (FMCG)</li><li> Developed English and Hindi video scripts for training videos.</li><li> Collaborated with SMEs, graphic designers, and audio artists to produce sales training content.</li></ul> at NIIT Ltd.
Matthew PagelMatthew Pagel
<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media