Employment Overview
Virtual Assistant @ Shaun Ward VA
September 2024 until April 2025
Lead Trainer @ Mentor Software
April 2025 until Present
Service Trainer Specialist @ CloudCall
March 2022 until July 2024
Account Manager @ East Midlands Chamber
October 2024 until April 2025
Training Assistant @ RedBox
October 2019 until March 2022
Help Desk Analyst @ RedBox
April 2018 until October 2019
Administrator / MI Assistant @ Futures
November 2013 until April 2018
Employment in detail
Strategic Planner
October 2024 - April 2025
✦ Conduct in-depth analysis of the organisation's strategic goals, market landscape, competitive environment, and internal capabilities to identify key opportunities and challenges
✦ Develop detailed, measurable, achievable, relevant, and time-bound (SMART) action plans that outline specific initiatives, timelines, resource allocation, and success metrics required to achieve strategic objectives.
✦ Collaborate effectively with cross-functional teams, including senior leadership, department heads, and subject matter experts, to gather input, build consensus, and ensure buy-in for action plans.
✦ Provide support to departments and teams in implementing action plans, including guidance on project management methodologies, resource allocation, and risk mitigation.
✦ Establish key performance indicators (KPIs) and develop robust monitoring and reporting mechanisms to track progress against action plan objectives. Regularly report on performance, identify potential roadblocks, and recommend corrective actions.
✦ Continuously evaluate the effectiveness of action plans and identify opportunities for improvement based on performance data, market changes, and best practices.
✦ Maintain comprehensive documentation of action plans, including supporting analysis, implementation plans, and performance reports. Effectively communicate action plan progress and updates to relevant stakeholders.
Lead Trainer
April 2025 - Present
✦ Deliver engaging, in-depth technical training sessions to customers, primarily in remote environments and occasionally in person.
✦ Provide internal product training to improve staff knowledge and overall technical capability.
✦ Design, create and maintain structured training courses, learning materials, and technical documentation.
✦ Work collaboratively with cross-functional teams to ensure high-quality, up-to-date training content.
✦ Support users in developing practical software and system skills through hands-on instruction.
✦ Monitor learner progress and adapt training methods to suit different learning styles and experience levels.
✦ Review customer feedback and actively apply insights to improve training delivery and content.
✦ Participate in developmental meetings to identify improvements based on user and stakeholder needs.
✦ Ensure effective knowledge transfer and upskilling across the wider team.
✦ Proactively develop personal technical knowledge and stay current with new systems and tools.
✦ Contribute to continuous improvement of training processes and learning outcomes.
✦ Travel to client locations when required to deliver bespoke training.
✦ Maintain compliance with data protection, confidentiality, and security standards.
Excel Data Analyst / Policy Creation / General Admin
September 2024 - April 2025
✦ Create, edit, and format various documents, including reports, presentations, letters, and contracts, ensuring accuracy and consistency with company branding guidelines. Manage document revisions and version control.
✦ Maintain a well-organised and easily accessible digital filing system, ensuring proper naming conventions and efficient retrieval of information. Implement and maintain best practices for file management across shared drives and cloud platforms.
✦ Utilise advanced Excel skills to create and maintain spreadsheets, perform data analysis, generate reports, and automate tasks using formulas, pivot tables, and macros (as needed).
✦ Develop, document, and implement company policies and procedures, ensuring compliance with legal and regulatory requirements.
✦ Handle incoming and outgoing communication, including emails, phone calls, and mail. Draft and send professional correspondence on behalf of the team.
✦ Accurately enter and manage data in various systems and databases.
✦ Provide general administrative support handling other ad-hoc tasks as assigned.
Account Manager
October 2024 - April 2025
✦ Provide an excellent level of customer service to all members, in particular the given portfolio
✦ Continually learn about Chamber services and keep up to date with changes
✦ Promote the benefits of Chamber membership which includes a wide range of events, webinars, services and financial savings
✦ Engage with sales campaigns throughout the year to promote Chamber events which feature in the annual programme of the Chamber
✦ Record all interactions accurately and succinctly on the Chamber’s Customer Relationship Management system, Microsoft Dynamics. Communicate with colleagues to connect the wider Chamber to appropriate members
✦ Positively contribute to key performance indicators including sales and retention targets
✦ Create and maintain quality interactions with members leading to greater retention rates
✦ Calm under pressure and passionate about improving member understanding of the service(s) they can access
✦ Communicate effectively and consistently with business contacts by phone, video call, in writing and occasionally in-person
✦ Generate suitable bookings for member events and maximise engagement including attendance
✦ Utilise excellent organisational and prioritisation skills to manage a customer led workload
✦ Occasional out of hours work will be required (i.e., evenings and early mornings)
✦ Embrace the Chamber vision and values, and demonstrate them throughout your working day.
Service Trainer Specialist
March 2022 - July 2024
✦ Deliver in depth training to CloudCall's international customers remotely
✦ Deliver CloudCall product training internally to assist with improving staff knowledge
✦ Learn the integration parameters of the CloudCall Product with over 10 CRM’s
✦ Developed basic knowledge on useability of a number of ‘high traffic’ CRM’s
✦ Assist in the creation of training courses and engaging in developmental meetings to highlight improvements raised by customers
✦ To be proactive and enthusiastic with regards to own knowledge upskill and development
✦ To review and act on own customer feedback
✦ Ensure knowledge transfer and upskill to other members of the team as required
✦ Work with other teams to ensure high quality of training content
✦ Experienced in delivering high quality training to a range of customers.
Training Assistant
October 2019 - March 2022
✦ Deliver in depth training to customers, resellers and partners; onsite and remote
✦ Deliver Red Box product training to staff internally as required which may include new starters
✦ Assist in the creation and continued development of training courses and supporting collateral
✦ Assist in the creation and maintenance of training environments
✦ To be proactive and enthusiastic with regards to own knowledge upskill and development
✦ To review and act on own customer feedback
✦ Ensure knowledge transfer and upskill to other members of the team as required
✦ Mentor other trainers as required
✦ Work with other teams to ensure high quality of training content
✦ Be proactive in creating proposals for new training courses and the redevelopment of existing courses
✦ Attend and contribute to team meetings
✦ Undertake any other duties commensurate with the status of the role as directed by the Training Operations Lead
✦ Experienced in delivering high quality training to a range of customers including Tier 1
✦ Experience in producing engaging training materials using a range of mediums
Help Desk Analyst
April 2018 - October 2019
✦ Providing first line support to customers for the voice recording systems via telephone and email
✦ Interpreting issues raised using a range of questioning techniques to capture the entirety of the fault the customer is experiencing and enable you to escalate the problem to the relevant team for resolution
✦ Taking ownership of incidents ensuring they are recorded, monitored and reported to the relevant stakeholders and that they are recorded accurately on the CRM system
✦ Maintaining an agreed level of contact with the customer to deliver an exceptional level of service to what the customer expects
✦ Working towards individual and team SLA’s to ensure they are met or exceeded
✦ Communicating verbally and in writing to customers and other internal stakeholders
✦ Communicating at an appropriate level especially where technical information may need to be interpreted in a non-technical way
✦ Constructing and communicating customer incident and shift reports
Administrator / MI Analyst
November 2013 - April 2018
✦ Providing administrative support including minute taking at meetings, organising training sessions, diary management and planning assessor visits
✦ Acting as the first point of contact for the Contracts and Operations Team and dealing promptly with any enquiries face to face, via email and via telephone
✦ Monitoring of regional and local performance against contracts by maintaining accurate records for delivery, targets and contract particulars
✦ Using ICT and Cognisoft databases to gather, collate and generate a suite of reports showing targets against actual in different formats including pivot tables, pie charts and RAG ratings based on requirements to issue to a Government body
✦ Monitoring budgets by producing and reconciling purchases and supporting the maintenance of records of spend for contracts in excess of £1,000,000
✦ Supporting staff to ensure contractual requirements are met within agreed timescales in relation to the collation of Management Information (MI)
✦ Creating guidance documentation on how to use Cognisoft data collation systems
✦ Contributing to the quality management of the service through collecting and analysing customer feedback, including compliments and complaints, and producing reports to ensure the service responds appropriately to customer needs
✦ Suggesting systems for dealing with new work and to review and evaluate existing systems and recommend improvements