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jobs
Expedient and empathetic administration for customer experiences
Layne Burton
,
Hastings, United Kingdom
Experience
Other titles
Skills
I'm offering
An accomplished, qualified and award-winning Learning, Development and Training practitioner; recognised to have nurtured the continuous improvement cycle, from needs analysis, skills frameworks, customised design, delivery, and return on investment evaluations. Results generating programmes include Customer Service, Management Development, Systems, Soft Skills, Processes, Train the Trainer and Corporate and Local Inductions for all levels of employee.
Organised, focused and currently open to opportunities within supportive roles.
Organised, focused and currently open to opportunities within supportive roles.
Markets
United Kingdom
Industries
Language
English
Fluently
French
Good
Ready for
Ongoing relation / part-time
Available
My experience
2019 - 2020
job
Dance Teacher
Brookes Academy.
(Covid-19, Closure)
2015 - 2019
job
Learning and Development Manager
Sabbatical.
Development, Manager
2010 - 2011
job
Employment Search Tutor/Trainer
Community Links.
• Researched, created, ran and reviewed employability skills training workshops (end of FTC)
• Provisioned 1-2-1 mentoring for client caseload of vulnerable adults and children
• Exceeded targets for placing clients into sustained employment.
• Provisioned 1-2-1 mentoring for client caseload of vulnerable adults and children
• Exceeded targets for placing clients into sustained employment.
Training, Mentoring, Workshops, Search
2009 - 2010
job
Training Manager (FTC)
Employment Search.
Training, Manager
2007 - 2009
job
Exertis Sales & Distribution
Gem.
• Formed learning function for B2B Sales and Account Management Divisions, from original idea through to operation
• Nurtured a higher value of return on investment from Account Managers via a series of blended learning workshops and one-on-one coaching - average increase of £12m net profit year on year
• Owned new company wide CRM system (Oracle) training including the design and delivery of the programme and Train The Trainer courses
• Facilitated a training needs analysis (TNA) utilising a model of key knowledge, skills and behavioural competencies
• Investigated and secured government funding for 'Train To Gain' and Work Based Learning programmes; and providing additional support for delegates
• Conducted company orientation sessions for all levels of new employee
• Created and presented monthly review and outlook reports.
• Nurtured a higher value of return on investment from Account Managers via a series of blended learning workshops and one-on-one coaching - average increase of £12m net profit year on year
• Owned new company wide CRM system (Oracle) training including the design and delivery of the programme and Train The Trainer courses
• Facilitated a training needs analysis (TNA) utilising a model of key knowledge, skills and behavioural competencies
• Investigated and secured government funding for 'Train To Gain' and Work Based Learning programmes; and providing additional support for delegates
• Conducted company orientation sessions for all levels of new employee
• Created and presented monthly review and outlook reports.
Design, Coaching, CRM, B2B, Oracle, Account management, B2B Sales, Training, Management, Sales, Workshops, Net, Support
2006 - 2007
job
Training Manager
E.ON Retail Customer Service.
• Recruited, developed and managed core training team
• Negotiated with, and evaluated external training providers
• Advocated a progressive learning environment.
• Negotiated with, and evaluated external training providers
• Advocated a progressive learning environment.
Training, Manager
2004 - 2006
job
sales
Merchants Ltd.
(Outsourcing), Milton Keynes Sep 2004 - Sep 2006
• Researched, created and implemented a results orientated leadership development programme
• Facilitated the complete learning cycle for customer service, sales, technical support and billing helpdesks, for a range of clients onshore, near-shore and offshore
• Constructed training departments for ABM AMRO (Netherlands, Banking) and TalkTalk (UK service based in South Africa)
• Sold £100k+ worth of consultancy via tenders.
• Researched, created and implemented a results orientated leadership development programme
• Facilitated the complete learning cycle for customer service, sales, technical support and billing helpdesks, for a range of clients onshore, near-shore and offshore
• Constructed training departments for ABM AMRO (Netherlands, Banking) and TalkTalk (UK service based in South Africa)
• Sold £100k+ worth of consultancy via tenders.
Training, Leadership, Leadership development, Customer service, Sales, Service, Banking, Offshore, Outsourcing, Support, Development
2000 - 2004
job
Trainer
unknown.
• Recruited, orientated and trained all levels of staff for Sony PlayStation Retail Careline
• Attained 'Telemarketing and Outsourcing centre of the Year' accolade at the CCA awards ceremony
• Awarded additional business from an existing client, via results generated from training initiatives
• Attained 'Telemarketing and Outsourcing centre of the Year' accolade at the CCA awards ceremony
• Awarded additional business from an existing client, via results generated from training initiatives
Retail, Training, Telemarketing, Outsourcing
1997 - 2000
job
Quality Programme Manager, Senior Quality Assurance Manager, Team Manager, Telemarketing Executive
Sitel UK Limited.
(Outsourcing), Old Street, London Mar 1997 - Sep 2000
• Taking ownership for the customer service quality delivery of c.200+ customer service and sales personnel
• Hands-on recruitment, orientation, development and leadership of 10 Quality Assurance Managers
• Owned monthly, quarterly and yearly quality assurance reports and the subsequent presentation of
• Taking ownership for the customer service quality delivery of c.200+ customer service and sales personnel
• Hands-on recruitment, orientation, development and leadership of 10 Quality Assurance Managers
• Owned monthly, quarterly and yearly quality assurance reports and the subsequent presentation of
C, Leadership, Telemarketing, Customer service, Sales, Service, Recruitment, Outsourcing, Quality Assurance, Development, Manager
My education
n/a
HighSchoolOrEquivalent, Literature
HighSchoolOrEquivalent, Literature
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