Jenny Gallagher

Londonderry

Summary

I am passionate about several factors that are essential to the success of any organization. These include creating an engaging induction process that not only motivates but also equips them with critical thinking and problem-solving skills, setting them up for independent success. I recognize that every individual learns differently, and I believe that when training is tailored to those differences, it reveals their full potential. Additionally, I believe that embedding the organization's values throughout the induction process, coupled with continuous development opportunities, fosters a unified team with a standardized methodology, driving both individual and collective success.

Overview

years of professional experience

Certification

Work history

Contact Center Operations Tutor/Assessor

Rutledge Recruitment and Training

03.2023 - Current

Develop and deliver level 2 and 3 qualifications that enhance employees' understanding of relevant regulations, legislation, and compliance requirements within the contact center environment.
Implement a variety of learning theories and methods to tailor training sessions to meet the diverse learning styles and needs of learners.
Utilize a variety of assessment methods, including written tests, observations, and role plays, to evaluate learner performance and ensure competency in job-related tasks.
Involved in external verifier (EV) visits and Education and Training Inspections (ETI), ensuring compliance with quality standards and regulatory requirements.
Complete and store all learner paperwork in compliance with GDPR, ensuring confidentiality and data protection.

Training facilitator

Firstsource Solutions

10.2021 - 03.2023

Trained new hires for E.ON and Sky, ensuring alignment with company standards and procedures.
Transformed existing training materials into bitesize gamified lessons, rolled out during induction training for new hires, upskilling, refreshers for LTS returnees, and to bridge any knowledge gaps.
Achieved the 'Value Champion' award for promoting positive team morale and integrating organizational values into induction training delivery.
Collaborate with team leaders, field agents, and clients to identify skill gaps.
Monitored compliance, analyzed trends, and developed tailored training materials to meet the specific needs of the site and client.
Delivered "Train the Trainer" sessions focused on enhancing virtual training skills, effective assessment of learning, and facilitation techniques to improve overall trainer performance.
Hosted a global town hall event for Capability Development, presenting to over 300 departmental members.
Participated in the recruitment process by conducting interviews to assess candidate suitability.

Customer Service Advisor

Firstsource Solutions

Sky technical support/Sales through service

02.2019 - 10.2021

Guided customers through troubleshooting process with patience and clarity.
Exceeded KPI targets when providing customer support via telephone, including sales.
Effectively resolved billing queries.
Complaint Handling.

Education

Certificate of Higher Education - Certificate In Teaching (CIT)

Ulster University

Londonderry, Northern Ireland

09.2024 -

Diploma of Higher Education - Journalism

University of Derby

Derby

09.2014 - 06.2017

Emergency First Aid At Work (EFAW) - First Aid Training

P Berry Group Training

08.2024 - 08.2027

Certificate of Higher Education - Certificate in Assessing Vocational Assessment (CAVA)

TQUK

11.2023 - 07.2024

NVQ Level 3 - Contact Centre Operations

Rutledge recruitment and Training

03.2023 - 08.2023