Adbobe Creative Software (inDesign, Photoshop, Acrobat, Dreamweaver)
Luke Fleming
Quality Assurance & Previous Lead Instructor
Lydney
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
An Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Creative Instructor offering 3 years of experience developing and implementing Remote learning course curriculum. Proficient in evaluation, monitoring student performance and organizing examinations. Hardworking and energetic individual with excellent communication and supervisory skills.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Quality Assurance & Lead UK Instructor
Arise Platform UK & US
Hybrid / Working from home
01.2017 - Current
- Services provided to a Coffee Client since its inception in 2018.
- Created, collected and recorded data on student progress to determine next steps for student success.
- Supported interaction between students during group work activities using guided conversation.
- Used various Abobe applications and LMS systems to design training for Arise on the major Coffee Client, prior to content being created by the client.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Trained over 752 new Customer Service Professionals hired to both digital and telephony lines of business.
- Developed agendas, instructional materials and written practice tests for telephony and digital training courses.
- Developed team communications and information for meetings.
- Improved operations through consistent hard work and dedication.
- Saved approx $10,000 per annum by implementing cost-saving initiatives that addressed long-standing problems using automation.
- Quality Assurance for inbound call takers, managing a large team of agents who report to the outsourcer.
- Data Analysis and auditing of all call data, agent data, and Learning & Development data.
- Prior to working with this client I serviced with 3 other Arise clients concurrently.
Private Investigator
Self-Employed
National
01.2014 - 01.2018
- Produced professional reports outlining findings of cases, expenses incurred and any important incidents.
- Operated in full compliance with U.K legislation covering interactions with individuals, records searches and allowable surveillance techniques.
- Tracked claimants through routine and notable activities and documented findings with videos, photographs and audio recordings.
- Supported civil cases by collecting exhaustive notes and offering sworn testimony in depositions and open court.
- Collected documentation such as witness statements, video recordings and photographs to support case findings.
- Set up both auditory and visual monitoring and recording devices.
- Collected clear requirements from clients and updated each regularly on case progression and to obtain additional objectives.
- Stayed in open communication with supervisors to maintain operational safety and submit timely reports.
- Worked hours to pursue case leads and collect evidence, tenaciously completing case objectives with 89% success rate.
- Surveilled individuals covertly to investigate issues such as fraud and infidelity.
Placement Coordinator
Thornbury Community Services
Bristol
01.2013 - 01.2014
- Managed community care packages for patients with complex needs while studying in higher education.
- Established rapport and relationships with patients and external partners to cross-train and support medical staff.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Monitored ongoing care and proactively corrected problems.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Connected patients with available community and charitable resources.
Social Media Manager
Love Social Media
London
01.2011 - 09.2012
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Analyzed and reported social media and online marketing campaign results.
- Communicated with followers to promptly respond to queries and monitor reviews.
- Increased customer engagement through social media.
Senior Account Manager
Tone Communications (BT Local Business)
Taunton
02.2009 - 01.2011
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Created training program for lower-level employees to increase sales and customer satisfaction.
- Trained and coached sales team members servicing BT Business accounts.
- United Kingdom
- Handled multiple accounts worth up to £45k while overseeing team of 13 employees
Team Manager
Screfix
Yeovil
04.2008 - 02.2009
- Temporary contract to assist with change management.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Managed security of team members and sporting events to protect players and families.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Team Manager
Orange PCS (now EE)
Yeovil & Plymouth
09.2004 - 04.2008
- Initially starting as a Sales Associate in Orange Retail while completing my GCSE's before being promoted to a Team Leader position without the Plympton call centre.
- Monitored incoming calls and provided feedback to 16 associates to improve quality of service.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
Education
Higher National Certificate - Music Industry (Business) Management
British Institute of Modern Music
Bristol, UK 09.2012 - 05.2014
GCSE's - 11 B-C GCSE's
Westfield Community School
Yeovil, UK 09.2000 - 07.2005
Skills
Quality assurance
undefinedAccomplishments
- Promoted to Lead Instructor within 6 months due to outstanding work performance.
- Developed and implemented a Feedback System for learners taking calls / live chats / calleo which is still used today, to ensure they receive prompt and accurate feedback to align with the course objectives.
Software
Advanced MS Office Skills including macro and VBA creation
Google Suite Scripting
Learning Management Systems
SCORM Creation
Various automation technologies including MS Power Automate
Interests
Psychology
Music - I am a keen drummer
Computers
Timeline
Quality Assurance & Lead UK Instructor
Arise Platform UK & US
01.2017 - Current
Private Investigator
Self-Employed
01.2014 - 01.2018
Placement Coordinator
Thornbury Community Services
01.2013 - 01.2014
Higher National Certificate - Music Industry (Business) Management
British Institute of Modern Music
09.2012 - 05.2014
Social Media Manager
Love Social Media
01.2011 - 09.2012
Senior Account Manager
Tone Communications (BT Local Business)
02.2009 - 01.2011
Team Manager
Screfix
04.2008 - 02.2009
Team Manager
Orange PCS (now EE)
09.2004 - 04.2008
GCSE's - 11 B-C GCSE's
Westfield Community School
09.2000 - 07.2005
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