Rachael Woodrow
Aberfan
Summary
Accomplished employee with solid understanding of Customer Service and Communication Skills. Passionate about Learning & Development to mentor employees whilst achieving the wider business goals. Dedicated team player, proactive and hands-on in task completion under tight deadlines
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
Learning and Development Consultant
Legal and General
Cardiff
04.2023 - Current
- Liaise closely with management stakeholders to identify, prioritise, agree, design and deliver appropriate learning solutions
- Developed comprehensive training programmes by identifying staff needs and delivered effective training sessions to improve overall operational efficiency
- Created detailed learning materials in line with current regulations, leading to improved staff understanding and knowledge.
- Developed Induction Programme for new hires with more interactive material, aiding faster integration within the company.
- Produced detailed monthly management information that tracks overall progress, embedment and success of both the New Business L&D area and In Team Training
- Oversaw Business Coaches by frequent Train the Trainer sessions to ensure consistency in learning journeys.
Customer Service Specialist
Legal and General
Cardiff
11.2019 - 04.2023
- Supporting clients and financial advisors with incoming query calls regarding Retirement Income Options for Sunlife, Aegon, Reassure, Prudential, Pension Bee and Aon pension pots in a timely manner to protect Service Level Agreements.
- Organizing workload of department mailbox for both Contact and Administration Teams.
- Managed difficult situations for improved customer relations taking escalations
- Handled high call volumes, managing stress effectively in fast-paced environments.
- Demonstrated excellent communication skills whilst resolving complex customer issues.
- Facilitated training sessions for junior staff to improve their Pension and Annuity knowledge skills.
- Complied with regulatory requirements including Financial Conduct Authority (FCA) regulations such as GDPR and Complaints procedure.
- Voice Champion for the Team to represent feelings and opinions to higher management. Using this time to instil changes across department like Post Covid office returns, training, reward and recognition.
Deputy Team Leader
Webhelp
Cardiff, Cardiff
09.2018 - 10.2019
- Manage flow of day to day operations of teams
- Communicate clear instructions to team
- Developing strategies to promote team members adherence to regulations and wider company goals (NPS)
- Worked in close relationship with Quality Department on project to enhance middle performers into top sales agents
- Note taking minutes in Conduct and Capability Investigations and Hearings
- Performance managing agents through Performance Action Plans. Using consistent and structured coaching models to enhance performance
- Supporting teams with physical and mental health issues through Welfare Meetings and use of Employee Assistance Programmes
Customer Service Advisor
Webhelp
Cardiff, Cardiff
05.2016 - 08.2018
- Supporting customers with any queries or complaints
- Working as part of a team within a fast paced environment.
- Working towards and consistently hitting sales targets
- Hitting top Key Performance Indicators to strive to achieve top bonus every month, like NPS and High First Call Resolution
- Supporting new staff in Floor Walker role
Customer Assistant
Marks and Spencer's
Cardiff, Cardiff
11.2011 - 05.2016
- Assist customers regularly with queries
- Fit and measure men for suits at high standard for various events like weddings and graduation
- Order for customers using IPad and computers
- Phoning other stores on behalf of customers professionally
- Keeping shop floor standards high
International Volunteer
VSO ICS
Alaminos City, The Philippines
01.2015 - 04.2015
- Working in a close partnership with City Disaster Risk Reduction Management and Red Cross in Alaminos City, The Philippines
- Learning to adapt and communicate with language barriers
- Conducting baseline data collection surveys with almost 3000 respondents
- Facilitating training workshops with local government on Early Warning Systems and Evacuation Plans to prevent loss of life in the long term
- Organizing local social events with a small budget
Education
Some College (No Degree) - Essential Digital Literacy Skills Level 2
City And Guilds
Cardiff01.2024
Some College (No Degree) - Learning And Development Level 3
TSW
Cardiff 01.2023 - 12.2023
Some College (No Degree) - Level 2 Essential Application of Number Skills
City & Guilds
Cardiff11.2023
Some College (No Degree) - Arts And Languages Access Module
Open University
Cardiff 09.2015 - 05.2016
Some College (No Degree) - Communication Level 3
Cardiff And Vale College
Barry 09.2013 - 05.2014
Some College (No Degree) - BTEC 90 Credit Diploma Art And Design
Cardiff And Vale College
Cardiff 09.2013 - 07.2014
Some College (No Degree) - AS Level History And Art
St Teilos CIW High School
Cardiff 09.2011 - 07.2013
Some College (No Degree) - Key Skills- Working With Others
St Teilos CIW High School
Cardiff 09.2011 - 02.2012
High School Diploma - 9 A-C GCSE's Including Mathematics And English
St Teilos CIW High School
Cardiff 09.2009 - 07.2011
Skills
- Problem Solver
- Public speaking
- Adaptable
- Cross Cultural Relations
- Strong IT Skills
- Confident communicator
- Course design
- Employee development
- Training needs analysis
- Team collaborator
References
References available upon request.
Hobbies and Interests
- I enjoy reading books, playing board games and watching films.
- Arts and Crafts like crochet and embroidery
- Socialising with friends and family.
- Volunteer work. I volunteered in Marks and Spencer’s Plan A Scheme. I organized social events to fundraise for Ty Hafan. I also joined in the Ty Hafan Christmas Pantomime for the children. I was an Ambassador within Webhelp to organize social events and raise funds for local charities.
Timeline
Learning and Development Consultant
Legal and General
04.2023 - Current
Some College (No Degree) - Learning And Development Level 3
TSW
01.2023 - 12.2023
Customer Service Specialist
Legal and General
11.2019 - 04.2023
Deputy Team Leader
Webhelp
09.2018 - 10.2019
Customer Service Advisor
Webhelp
05.2016 - 08.2018
Some College (No Degree) - Arts And Languages Access Module
Open University
09.2015 - 05.2016
International Volunteer
VSO ICS
01.2015 - 04.2015
Some College (No Degree) - Communication Level 3
Cardiff And Vale College
09.2013 - 05.2014
Some College (No Degree) - BTEC 90 Credit Diploma Art And Design
Cardiff And Vale College
09.2013 - 07.2014
Customer Assistant
Marks and Spencer's
11.2011 - 05.2016
Some College (No Degree) - AS Level History And Art
St Teilos CIW High School
09.2011 - 07.2013
Some College (No Degree) - Key Skills- Working With Others
St Teilos CIW High School
09.2011 - 02.2012
High School Diploma - 9 A-C GCSE's Including Mathematics And English
St Teilos CIW High School
09.2009 - 07.2011
Some College (No Degree) - Essential Digital Literacy Skills Level 2
City And Guilds
Some College (No Degree) - Level 2 Essential Application of Number Skills
City & Guilds
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