James Wood

Experience

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  Phones 4u

  Jan 2007 - Jan 2014

  Design and delivery of End user training for a new system for the customer services department, including the creation of legacy material to handover to the department after it has been implemented and trained.Development of user manuals to support the department after the training and new system had been launched.Organising and supporting additional training for another department.Following the success of this for customer services;Development of a systems training course for the entire retail estate, from Training Needs Analysis through to Evaluation.Delivering key updates at regional Store Manager meetings to update the progress of the New World Programme and additional projects Show less I opened the store in October 2010 and was the General Store Manager until moving to the academy. I had an average sales performance over my last 12 months of 100% versus target. I achieved this performance by making sure my team were fully equipped to deal with the day to day interactions with our customers, colleagues and external departments.Successfully managed under performance through support, training and performance interventions as necessary.Supported continual development within the team and saw colleagues promoted as a result.Openly supported progress with my team and encouraged their ambitionsWon compliance store of the year 2011. Show less

  • Sales and Projects Training Consultant

    Jan 2013 - Jan 2014

  • Sales Academy Trainer

    Jan 2012 - Jan 2013

  • General store manager

    Jan 2010 - Jan 2012

  • Deputy Manager

    Jan 2007 - Jan 2010
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  Marks and Spencer

  Jan 2014 - Jan 2019

  Learning and Development Manager & Trainer

  Design and Delivery of Leadership, Service, Process, Systems and Technical training for the M&S Contact Centres.Developing and leading the L&D strategy to meet the current and strategic needs of CSSC. Working with stakeholders to identify development needs and prioritise these into the L&D plan.

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  COCO Learning

  Jan 2019 - now

  Contract Trainer - Freelance

  Leadership, Sales, Service, Process & Technical expert.

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  AO

  Jul 2020 - Mar 2021

  Digital Learning Consultant
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  CityFibre

  Mar 2021 - Jun 2022

  CityFibre Planning Academy Lead

  I've been having a fantastic time creating an Academy for new Planners joining CityFibre with no previous experience in Fibre networks.Taking an idea through to delivering the first cohort has been an amazing experience, seeing the first group (which included a hugely varied background) develop over the course of 6 months to match the skills of experienced colleagues was incredibly rewarding.