Theresa Cook

• I currently work on the Sun Life campaign as a trainer but started off on the phones as a customer service/sales advisor I still go on the phones to help me achieve my sales targets.
• I started in the business on EDF energy outbound selling to potential new clients.
• I then moved on to multi-client taking catalogue orders dealing with customers for the Telephone Preference Service.
• I then moved on to the SunLife campaign and have been on here since it started 15 years ago.
• Over the years on SunLife I have done both inbound and outbound calls setting up policies for new and existing customers and doing upsell calls to customers who sent in paper applications.
• In the last 5 year on SunLife I have done a lot of training to help me progress within my role I have done grad mentor training and trainer course.
• When it comes to additional support, I help support mangers when it comes to giving agents additional coaching by listening to their calls to help them get their engagement scores higher.
• Am am also a vulnerable customer champion, this means when a agent has a potential vulnerable customer on the phone I will help and support them when required whether that is giving advice on what to say to the customer or helping how to log the call.
• As well as been the trainer when we have new staff come on to the floor I manage them in grad bay and give them the extra help and support they need to pass grad bay and get them ready to go on to their teams.

During my time as a trainer I have

• Streamlined onboarding process for new hires by designing a robust orientation programme.
• Developed employee skills by delivering comprehensive training programmes.
• Maintained meticulous records of each participant's progress throughout the course duration.
• Facilitated open discussions during sessions, encouraged active participation from attendees.
• Collaborated with management to create personalised development plans for employees.
• Tailored training modules for improved staff productivity.
• Facilitated soft skills training, improving communication and interpersonal abilities.
• Designed new learning and development programmes that deliver best employment practice.
• Brought about positive change in employee attitudes towards continual professional development.
• Prepared detailed training materials, ensured ease of understanding for all participants.
• Evaluated staff performance post-training; provided constructive feedback accordingly.
• Conducted needs analysis to identify skill gaps in workforce.
• As of recent when the consumer duty act come in July 2023 i created a full training module. I also delivered the module to all staff and management team to ensure full understanding of the new act which is act to deliver good outcomes to all customers.

• This job included taking inbound calls from customers ringing up to check their balance to do transfers and also credit applications like credit cards, loans and overdrafts.
• Also, any other general banking requirements the customer had.

• This job included taken peoples details from mailing lists.
• Also typing letters to people who had applied for a credit card and had missed information on their application.

• Company Overview: Out of town restaurants
• This job included handling food orders making hot and cold drinks, cash handling, cleaning tables, ordering new stock, checking current stock was a face to face job.
• Out of town restaurants