Louise Woods

Experience

• 

  Jet2.com and Jet2holidays

  Mar 2008 - Feb 2018

  Lead a team of four trainers of customer contact unit, managing training and development of c450 agents and c50 team leaders and support staff. Identify business needs and provide coaching and guidance to achieve organisational excellence. Partner with key stake holders to plan training needs to maintain seamless operations at contact centre. Improve employees’ performance by providing monthly MI of operations and advising outstanding training, compliance, and plans. Introduce the best and biggest winter working programme, successfully training 80 new starters across four sites local and global. Show less Created and coordinated all training material across the contact centre, of c250 agents and c30 team leaders. Directed the induction process, changes in process and policies, and compliance training. Collaborated with IT department to develop and implement system, deftly supporting business operations. Launched home workers programme at the contact centre to enable people working from homes. Ensured operational efficiency and attained business goals by continually supporting training and coaching needs Show less My Role was to:•Oversee all activities of administration team to achieve client satisfaction and maintain service-level agreement.• Ensured the swift identification/resolution of HR issues, while stimulating all team members to enhance performance• Initiated new induction process and material with an aim to form a training team for new starters.I was recognised for delivering most of the management programmes, comprising 827 training hours and 420 training hours of compliance training. Show less

  • Senior Trainer

    Sept 2015 - Feb 2018

  • Trainer

    Apr 2014 - Sept 2015

  • Senior Advisor

    Jul 2012 - Jul 2014

  • Contact Centre Agent

    Aug 2010 - Apr 2014

  • Cabin Crew

    Mar 2008 - Aug 2010
• 

  AETC LIMITED

  Mar 2018 - Sept 2018

  Learning And Development Specialist

  My Role is to:•Design and deliver a training and development strategy that supports the business objectives, Human Capital Planning Process and internal development programmes• Assist managers to identify the learning and development needs of themselves and their staff: This includes support in the design of succession plans, competency models, inductions, personal development plans and performance improvement plans• Deliver training initiatives (design, development, delivery, evaluate)• Assess providers’ quality of materials and delivery• Measure training effectiveness• Developing assignments, rotations, mentoring and on-boarding programs• Delivering team building exercises and workshops• Implement best practices for Learning and Development processes, including administration and record keeping• Supporting the coordination and execution of the apprentice programmes incorporating work-based skills and utilising the Apprenticeship Levy funding• Reviewing, revising and updating all learning and development material to ensure the department offers the highest standard of interventions always that are credible and in line with business objectives• Co-ordinate the Company appraisal and one to one function• Create and work within department budget• Undertake leadership testing with individuals• In conjunction with the HR Manager, I support the internal development programmes TDP, MDP, COOP etc• Keeping current with trends, best practices, new technologies, and emerging innovations in the training and development sphere and implementing solutions that continue to build on AETC’s passion for developing talent Show less

• 

  Jet2.com and Jet2holidays

  Sept 2018 - Nov 2020

  Product Owner

  - Manage and prioritise backlog- Gather business requirements and carry out analysis - Creation of user stories and acceptance criteria - 3 Amigo / Estimations / Backlog refinement - Sprint demos to the business / release documentation - Available to dev team during sprint to answer any questions Achievements:Target only affected customers and reduce unnecessary communication by 85%

• 

  Cox Automotive UK

  Nov 2020 - Apr 2021

  Product Owner
• 

  The Insurance Emporium

  Apr 2021 - now

  • Business Change Manager

    Aug 2022 - now

  • Product Owner

    Apr 2021 - Aug 2022