Train 2 Develop .

Neil Wilkins – Director & Senior Consultant

Background.

With over 15 years experience within the Sales and Service industry, Neil believes in providing fun and interactive training that is easily transferable from the classroom to the contact centre floor.

Neil strongly believes that people are the key to the commercial success of a contact centre and that with the contentious development of people through training, coaching and motivation will ensure that commercial performance will improve by itself.

Having undertaken many different roles within a contact centre environment, Neil has an in-depth understanding of what is required to ensure that an organisations contact centre is a commercial success.

The majority of the training and development programmes Neil delivers are backed with one on one coaching support. This provides those undertaking the learning of new skills and knowledge to adapt these to their own personalities. The one on one coaching is also designed to help bridge the gap from the classroom to the contact centre floor and help to embed the new skills and knowledge into part of everyday business life.

All programmes that Neil delivers are created to each customer’s specific requirements to ensure that they meet their specific goals and objectives and a return on investment is seen both in the skills and knowledge that those undertaking the development return to the contact centre with as well as from a commercial performance perspective.

Key Skills.

	Experienced soft skills trainer,
	Coaching and classroom delivery,
	Inbound, Outbound and Outsource Contact Centre experience both in training and operations,
	Sales/customer service focused,
	Results driven,
	City and Guilds NVQ (D32/D33) Assessor,

Zoe Cooper – Senior Consultant

Background.

A successful and motivational Training Facilitator. Zoe has positively demonstrated her motivational and inspirational facilitation methods for a wide range of clients in the retail, finance, insurance and energy industries. She specialises in sales, customer loyalty and management development training. Her design and delivery skills focus heavily on ensuring the needs of the business and the learner are met and exceeded every time.
.
With a proven track record in training, development, and contact centre management, Zoe has had over 10 years experience in the sales and marketing industry.

Whilst working as a Training Manager for a large corporate organisation, Zoe developed the skills of identifying business-training needs and designing and delivering development courses that improve business performance.

Has previous Call Centre Management experience and can successfully demonstrate the ability to create a motivated and productive working environment through training, development, and inspiration. This is demonstrated through the ability to communicate effectively and clearly with, team members, managers, and customers.

Key Skills.

	Inbound and Outbound Contact Centre Management
	Training Management
	Learning Facilitation
	Management Coaching
	Commercial Focus
	Creative Course Design