William Kevin Moore
Darlington,County Durham
Summary
Accomplished professional with extensive expertise in learning and development strategies, training programme development, and global training delivery. Proven track record in leadership and team management, with a focus on management development and change, restructuring, and redeployment. Recognised for award-winning content creation and effective coaching and mentoring that drive attrition reduction initiatives. Experienced in board-level management, budget and cost control, and outsourced partner training. Committed to advancing organisational growth through innovative programme development.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
22
22
years of professional experience
Work history
HEAD OF LEADERSHIP AND LEARNING DELIVERY, GLOBAL
RESQ
2022.09 - 2026.07
- Lead multi-site L&D strategy across onshore and offshore activities.
- Launched Leadership Development Program that has delivered in excess of its 2 primary targets (Revenue Generation and Attrition Reduction) delivering 2.4% improved commercial outcome for the organisation.
- Launched RESQ’s first offshore venture in South Africa on behalf of a major UK telecom network delivering 120%+ on all BAU KPI’s within one week.
- Commercialised our L&D 2
- Leadership score across Great Place to Work survey increased by 26 points across 5 key questions facilitating the organisation being recognised externally.
- UKNCCA Award winners in the L&D category
- Launched AI customer software to replace traditional training roleplays and improve STC
LEARNING AND DEVELOPMENT PARTNER -COMMERCIAL, UK NATIONAL
BRAKES
2019.11 - 2022.09
- Responsible for all leadership, sales and general L&D activity
- Launched MEDDIC sales qualification program resulting increased conversion of new business team from 21% to 35% equivalent to 57 million increased revenue
- Designed and led Brakes Graduate program with c20 inductees per year
- Launched and led Mindset and Attitude program to support and drive mental health wellbeing in the workplace.
- Delivered Brakes 1st mentoring program with 163 applicants matched with mentors.
SENIOR TRAINING BUSINESS PARTNER – SALES, UK NATIONAL
EE (PREVIOUSLY ORANGE UK)
2015.06 - 2019.03
- Promoted across career within EE due to exceptional performance, launching innovative and award-winning training strategies and programmes. Control and lead all Sales training programmes across 2600 In-house Sales Advisors and Service Partners.
- Devised and implemented new tailored Management and Frontline (Retail Sales) Training programme, creating individual personal learning journeys to achieve 1st Place within Times Top 100 Companies to Work For in 2018
- Developed and executed new mandatory training strategy to certify OFCOM and FSA requirements, achieving compliance increase from 93.3% to 96.6% across all 13,000 Frontline employees
- Created early career attrition review, applying several new HR training initiatives to achieve 17% attrition decrease
- Controlled and delivered Management Development, Business Change, Customer Service, Sales, Induction, Product Knowledge, Mandatory and Compliance Training across UK Sales
LEAD TRAINING MANAGER – OUTSOURCE, GLOBAL
EE (PREVIOUSLY ORANGE UK)
2013.01 - 2015.06
- Led training strategy and delivery across 3 Continents (India, Philippines, South Africa, Ireland and UK) and 5000 employees within 20 Contact Centres. Key leadership role driving enhanced Sales, Technical and Service training to support organisational EE outsourced partner strategy.
- Controlled and managed the on-shoring and redeployment of 2000 roles from offshore to UK Contact Centres, creating tailored training programmes to deliver against operational timelines
- Conceived training strategy to launch online chat training within EE designed “Train the Trainer” (TTT) and “Accreditation” programmes across 200 employees within Service Partner Training teams
- Developed content, TTT resource and quality management metrics for EE’s Management Development Programme and sold the solution to Service Partners, generating EE revenue
TRAINING DELIVERY MANAGER - SERVICE AND TECHNICAL, ENGLAND / WALES
EE (PREVIOUSLY ORANGE UK)
2011.01 - 2013.01
- Managed, led and developed a team of 25 Trainers and Management Development Specialists. Led training delivery and initiatives across the South West and Wales for Service and Technical Solutions.
- Key leader and authoriser for all new training content for launch of EE
- Identified efficiencies within restructure proposals during Orange and T-Mobile merger, creating £375k additional OPEX
- Achieved CSTN Programme of the Year and Training Team of the Year, including numerous other external awards for managing “Raising the Bar” Management Development Programme
- Devised and implemented new Apprentice Frontline Retail Sales / Customer Service training programme, achieving “Young People Award” within 2014 Responsible Business Awards
TRAINING DESIGNER – SALES, DARLINGTON
EE (PREVIOUSLY ORANGE UK)
2010.01 - 2011.01
- Created and implemented content across Induction, Sales Skills, Management Development and Business Change training programmes across all sales employees within Orange.
- Conceived “Selling with WOW” new course content across Induction, In-Life Managers and Sales Advisor employees
- Originated new Management Development content across Commerciality, Performance Management and Coaching
MANAGEMENT DEVELOPMENT SPECIALIST, UK NATIONAL
EE (PREVIOUSLY ORANGE UK)
2008.03 - 2010.01
- Creatively designed innovative Management Development programmes across numerous UK contact centre employees.
- Devised and executed new Coaching strategy across 1400 employees within Indian Service Partner
- Accomplished 14% NPS customer service improvement
- Created and controlled new “Now to WOW” programme, delivering training up to 150 employees simultaneously, increasing customer service abilities
- Removed external supplier to implement all In-house training, saving £130k
TRAINING TEAM LEADER, DARLINGTON
2006.04 - 2008.03
TRAINER, DARLINGTON
2005.04 - 2006.04
BUSINESS COACH – SME & CORPORATE
2004.02 - 2005.04
- EARLIER EMPLOYMENT DETAILS AVAILABLE ON REQUEST
Education
CTIP -
CIPD
Six Sigma Green Belt - undefined
MEDDIC sales qualification - Practitioner
Certificate in Business Coaching - undefined
BCF
Certificate in Coaching and Mentoring - undefined
ILM
A Levels - Biology (C), Computer Studies (B) and Sports Studies (C)
Queen Elizabeth 6th Form College
DarlingtonGCSE's - undefined
Branksome Comprehensive
DarlingtonSkills
- Learning and development strategies
- Training program development
- Global training delivery
- Leadership and team management
- Management development and change
- Restructuring and redeployment
- Outsourced partner training
- Award-winning content creation
- Coaching and mentoring
- Attrition reduction initiatives
- Board-level management
- Budget and cost control
- Leadership
- Programme development
- Public speaking
References
Professional and Personal References are available on request
Accomplishments
- Created and implemented EE training plans to achieve 1st Place within Times Top 100 Companies to Work For in 2018
- Led, directed and executed wide range of Global training programmes to In-house and outsourced teams for up to 5000 employees across 3 continents
- Led and delivered sales leadership program that translated to industry leading new business conversion from 1 in 6 to 1 in 3 conversions in the UK’s largest food and catering business
- Delivered a L&D focused attention reduction program that reduced attrition by 62% and increased business wide revenue by 2.6%
- Transferred training initiatives from outsourced partners to In-House teams, saving £130k
Timeline
HEAD OF LEADERSHIP AND LEARNING DELIVERY, GLOBAL
RESQ
2022.09 - 2026.07
LEARNING AND DEVELOPMENT PARTNER -COMMERCIAL, UK NATIONAL
BRAKES
2019.11 - 2022.09
SENIOR TRAINING BUSINESS PARTNER – SALES, UK NATIONAL
EE (PREVIOUSLY ORANGE UK)
2015.06 - 2019.03
LEAD TRAINING MANAGER – OUTSOURCE, GLOBAL
EE (PREVIOUSLY ORANGE UK)
2013.01 - 2015.06
TRAINING DELIVERY MANAGER - SERVICE AND TECHNICAL, ENGLAND / WALES
EE (PREVIOUSLY ORANGE UK)
2011.01 - 2013.01
TRAINING DESIGNER – SALES, DARLINGTON
EE (PREVIOUSLY ORANGE UK)
2010.01 - 2011.01
MANAGEMENT DEVELOPMENT SPECIALIST, UK NATIONAL
EE (PREVIOUSLY ORANGE UK)
2008.03 - 2010.01
TRAINING TEAM LEADER, DARLINGTON
2006.04 - 2008.03
TRAINER, DARLINGTON
2005.04 - 2006.04
BUSINESS COACH – SME & CORPORATE
2004.02 - 2005.04
Six Sigma Green Belt - undefined
MEDDIC sales qualification - Practitioner
Certificate in Business Coaching - undefined
BCF
Certificate in Coaching and Mentoring - undefined
ILM
A Levels - Biology (C), Computer Studies (B) and Sports Studies (C)
Queen Elizabeth 6th Form College
GCSE's - undefined
Branksome Comprehensive
CTIP -
CIPD