Nicola Howard

Experience

• 

  Powerdirect

  Jan 2002 - Jan 2004

  Customer Services - Trainer

  Delivery of National Induction Program for all new and existing employees (at various levels within company i.e. Telemarketers to Executive team)Induction training (job specific) for Customer Service and Reception staffDevelop and maintain national induction program and internal training manualsConduct training and refresher training when requiredInterpret and advise on regulations, policies, procedures and systems when requiredResearch alternative cost effective training methods when required Show less

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  LexisNexis

  Jul 2005 - Mar 2012

  Responsible for managing teams of up to 12 people (both office based and home workers) specialising in different client sectors and portfolio of productsRecruitment (writing job descriptions, screening candidates, interviewing)Design and develop induction schedules for new startersCoaching and mentoring staff through GROW model, regular 1 to 1 sessions, providing feedback from observations, personal development programmes, performance management, team meetingsImplemented strategies to meet business objectives when growing and retaining customer accounts Implemented customised training solutions for different markets and delegate groups (blended learning)Restructured territories, client groups and account lists in line with sales department strategies and business objectives Show less Design and deliver in-house, telephone and public course training to clients (and potential clients) in a variety of formats Tailor training sessions to meet individual client requirements and seek opportunities during sessions for further solutions to grown and/or retain accounts Maintain training records (Siebel) and gather feedback from delegatesDesign and maintain training material such as guides and online offerings (videos)Work closely with account managers to ensure customer experience is succeeded Show less

  • Customer Training Team Leader

    Aug 2007 - Mar 2012

  • Training Consultant

    Jul 2005 - Jul 2007
• 

  LexisNexis UK

  Mar 2012 - Mar 2016

  Technical Trainer

  In my role as Technical Trainer at LexisNexis UK my key responsibilities included:Train user group and external contractors in use of new tools, processes and systems Analyse and help user groups to transition from existing systems and adapt to new tools and technologiesConsultative approach to design and delivery of training and/or guidance materials to meet customer and business objectivesProvide a blended approach to learning (ie videos, guides, remote and face to face training solutions) Support global business units to use tools required for creation and maintenance of content Design and delivery of Train the Trainer programmeRegularly gather and analyse feedback to ensure continuous improvement Update the internal Learning Centre to add/manage sessions/courses, update delegate lists, send surveysSupport the UK business in design, delivery and training of Concur and SharePoint Show less

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  LexisNexis Business Insight Solutions

  Aug 2016 - Dec 2017

  Product Adoption Specialist

  As Product Adoption Specialist for the Pacific region (AU & NZ) my key responsibilities include:Design and deliver tailored product training for in-house and telephone based clients (and potential clients) based within Australia and New Zealand Create and implement a new on-boarding program for customers within the Asian Pacific regionMigrate customer from one product to another as part of a consultative approach Provide “train the trainer” training and coaching for trainers within the Asian Pacific region to increase product knowledge and training skillsProvide induction training for new account managers Maintain training records (Global CRM) and gather feedback from delegatesDesign and maintain training materialsWork closely with account managers to ensure customer experience is succeeded Show less

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  LexisNexis

  Apr 2018 - Aug 2022

  Client Experience & Learning Consultant
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  LexisNexis Pacific

  Sept 2021 - now

  • Product Manager - Current Awareness

    Jul 2022 - now

  • Customer Success Consultant

    Sept 2021 - Aug 2022