Kanada Cole

• Establish effective working relationships with the assessment team, third party providers and candidates
• Timekeeping is extremely important with this role, ensuring prompt arrival at start of day and adherence to assessment timetable during assessments
• Carry out assessments to objective evaluate candidates, making assessment decisions on competence/behaviours/strengths and performance of the candidate.
• Observations of candidate language and behaviour and written ability in respect of set competencies within the role in which candidates were applying for ie, BFO (Boarder Force Officer) ADM (Asylum Decision Maker)
• Recorded and documented any instances of inappropriate language or behaviour by candidates in accordance with rules and regulations.
• Maintain records of assessment activities to meet internal or national verification standards
• Undertake training and refresher training as required and along side this I hosted Train the trainer sessions.
• Assess the performance of candidates in accordance with published assessment and grading criteria and procedures, ensuring overall standards are maintained within the home office sector.
• Report all risks and issues encountered during the end-point assessment
• Contribute to the external quality assurance activities
• Supporting the quality assurance process within assessment processes and necessary updates
• Attend and contribute to standardisation/calibration meetings.
• Filled out paper and digital forms quickly and accurately within a set time frame.

• Delivered IT Technical Sales training to cohorts of learners remotely
• Ensuring availability of training meets demand through both volume and content
• Created positive learning environment for all programmes and delegates ensuring key messages are consistently delivered
• Supported in creation of course content and all associated training material.
• Secured high satisfaction rates by going extra mile to cater to specific organisational needs.
• Implemented competency frameworks to identify required key skills and design responsive development strategies.
• Arranged training to bridge learning gaps and increase department capabilities.
• Held refresher courses and workshops to reinforce key concepts and skills.
• Students acquired L3 Certification through completing 10 week Skills boot camp.

Subjects were

• Understanding the IT Marketplace: Types of products, competitors, and pricing strategies
• Building Relationships with Prospects: Networking and developing relationships with prospects
• Presenting the Solution: Crafting effective presentations and demos
• Ethics in sales: Law and principles of good sales conduct
• Using Technology in Sales: Leveraging technology to increase efficiency and effectiveness
• Professionalism in Sales: Building trust and rapport with customers
• Negotiating Deals: Understanding customer’s needs and working to close the sale and planning for post-sale customer satisfaction
• Post-Sale Follow Up: Ensuring customer satisfaction and identifying opportunities for up-selling
• Account management: Providing customer service and support

• Documented participant attendance, engagement and progress
• Provided additional materials to enhance training
• Reduced process gaps by effectively training new hires on best practices and protocols
• Created successful training courses based on evaluation of delegates needs
• Developed long-term training strategies for new and existing employees across multiple departments
• Completed frequent assessments of training materials, structure and success rates in order to enhance programme
• Met individual needs through attentive, student-centred training approaches
• Set up and maintained virtual training portals, enabling accessible resources
• Assessed student progress to respond to additional support needs
• Kept training data and documentation secure for full compliance
• Monitored industry changes and adapted training to reflect trends and updates
• Delivered training programmes within allocated timeframes
• Worked with delegates in setting and achieving attainable learning goals
• Mentored learners to build subject confidence and competence
• Trained delegates onto systems ie, citrix, stan, siruis and softphone set up
• Followed Cohort into Academy to give extra support and coaching as and when it was needed
• Utilized training needs analysis (TNA) throughout downtime to identify learning gaps
• Ensured training was inclusive and fun, recognizing all different backgrounds.

• Consistently delivered against high-volume call handling targets through accurate, efficient service
• Remained calm under pressure throughout customer complaints, delivering positive, professional resolutions
• Kept customers informed on issue investigation proceedings to maintain clear, positive communication lines
• Worked with tireless energy and enthusiasm to deliver quality customer care against call-handling targets
• Reduced customer call times by quickly establishing concerns and delivering clear, considered resolutions
• Demonstrated thorough working knowledge of Excel, PowerPoint and Word to deliver precise, reliable administrative support
• Received and handled telephone, email and written customer queries quickly and professionally
• Built rapport with customers through courteous and professional communications.

• Carefully and properly administered patient medicine as specified in doctor's medical reports
• Remained up-to-date on latest treatments, care improvements and regulations to facilitate patient wellbeing and satisfaction
• Discussed changes to care plans with patients and their families, demonstrating emotional resilience, active listening and compassion
• Monitored ongoing care, identifying and proactively addressing obstacles affecting recovery
• Monitored patient health, behavioural and physical changes, promptly reporting concerns to supervisor
• Looked after client's physical, emotional, cultural and social needs using person-centred approach
• Measured care plan effectiveness by closely observing patient behaviour and physical improvements.