Laura Dicker
Newington,Kent
Summary
Within my current role of which I have been for 3 years I have successfully worked within the project team to ensure colleagues (Nurses, Doctors and other clinical and non clinical roles) have the skills and confidence to use the newly implements Electronic Patient Record (EPR) system within the Trust. This system version was the first in the world to be used within a hospital Trust.
I developed a training team of highly skilled trainers from the start of the project who are empowered and confident in their day to day roles. I am highly regarded within my role as a Training lead and manager.
eLearning has become one of the forms of training myself and the team design, create and implement, all with great feedback. I feel confident in producing high quality work that meets the requirements of all learning styles.
I have also trained for a number of years within the financial industry, for Induction, collections agents, Fraud training, Customer service, complaints and management training and get great job satisfaction from interacting with colleagues and watching them develop within their roles.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work History
EPR Training lead
Medway NHS Foundation Trust
Gillingham, Kent, Kent
08.2021 - Current
- Worked strategically within the project timelines to ensure all colleagues were trained by deployment
- Led the design and implementation of training programmes, enhancing employee productivity
- Created eLearning for all training using Rise 360
- Developed detailed training manuals for better understanding and implementation among staff.
- Organised interactive training sessions, fostering an engaging learning environment.
- Collaborated with management to identify areas requiring employee development pre and post deployment
- Facilitated successful adoption of the new Electronic Patient Record by conducting comprehensive training sessions.
- Engaged colleagues throughout the Trust with the implementation of a new Electronic Patient Record, using all platforms i.e; comms on Facebook, emails, Face to face engagement sessions
- Consistently exceeded project forecasts for training compliance
Clinical Systems Training Lead
Medway NHS Foundation Trust
Gillingham, Kent
07.2020 - 08.2021
- Developed detailed training manuals for better understanding and implementation among staff.
- Organised interactive training sessions, fostering an engaging learning environment.
- Collaborated with management to identify areas requiring employee development.
- Reviewed and updated existing training materials for relevance and accuracy.
- Fostered an open learning culture by encouraging feedback after each session.
Operations Trainer
Vanquis Bank
Chatham, Kent
05.2013 - 07.2020
- Worked with a variety of colleagues from all levels of the business
- Wrote training material for courses including management essentials and customer service skills
- Used Microsoft Word and other software tools to create documents and clear communications.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer complaints handler
Vanquis Bank
Chatham, Kent
04.2007 - 05.2013
- Improved customer satisfaction by handling complaints promptly and professionally.
- Worked with all areas of the company to ensure a thorough investigation took place for each complaint
Collections agent
Vanquis Bank
Chatham, Kent
07.2006 - 04.2007
- Achieved successful debt recovery by maintaining constant communication with customers.
- Negotiated payment plans for improved revenue collection.
- Improved customer relations with empathetic and understanding approach to collections.
- Developed a system of efficient record-keeping to streamline collection processes.
Education
Learning and Development
CIPD
London 03.2013 - 03.2014
Skills
- Approachable
- 11 years training development experience
- Instructional design
- Experience with learning management systems
- E-Learning- Rise 360
- Training needs analysis
- Compliance understanding
- Skilled facilitator
- Strategic planning having worked within project management for 4 years
- Stakeholder engagement
- Employee development
- Training delivery
Affiliations
- Cooking for family and friends
- Animal rescue- I am part of a group who have volunteered to support the rescue of animals in our local area
Accomplishments
Team award for engagement and communications during the first deployment of the Electronic Patient Record
References
References available upon request.
Timeline
EPR Training lead
Medway NHS Foundation Trust
08.2021 - Current
Clinical Systems Training Lead
Medway NHS Foundation Trust
07.2020 - 08.2021
Operations Trainer
Vanquis Bank
05.2013 - 07.2020
Learning and Development
CIPD
03.2013 - 03.2014
Customer complaints handler
Vanquis Bank
04.2007 - 05.2013
Collections agent
Vanquis Bank
07.2006 - 04.2007
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