Zoe Cooper

Sales and Customer Service Specialist

Zoe has over 15 years experience leading, training and inspiring, top performing sales and service teams. Her hands on approach and motivational training techniques have gained her credibility and respect in the corporate world. Zoe has designed and delivered customer focused training solutions for a variety of private and public sector organisations.

Throughout her career, Zoe has continuously strived to evolve and progress in the field of sales and service, enabling organisations to meet and exceed their customer’s expectations. She has been a top performing Outbound Sales Agent, Sales Team Leader, Call Centre Manager, Training Manager and Competency Manager.

Zoe is an energetic and inspirational trainer. With her consistent positive approach to life and flexible and adaptable training style, she makes positive connections with all of her delegates, providing them with a safe and challenging environment to stretch, grow and develop.

Zoe is also an NLP practitioner and possesses the skills and confidence to coach and train sales and service performers and leaders at all levels of competence and ability.  

Zoe’s areas of experience and expertise are,

• Sales and Service training and coaching
• Bespoke in-house training design
• Mystery shopping
• Sales and Service coaching
• Team Leader development
• Team motivation strategies
• Call centre consultancy
• Competency frameworks
• Recognition and reward systems
• Performance management
• Personal development coaching

 

Gary Morgan

Gary is a proactive, motivational and adaptable Training professional with over 20 years sales experience and nearly 10 years experience in training at all levels, from Junior sales executives to senior managers.

During this time he has identified, designed, written, trained and evaluated sales process methodology, communication skills, leadership and management training courses to mention a few. Gary has a confident outgoing personality with a friendly helpful attitude, always willing to learn new skills and adapt to new situations.

Gary has a background of working with major blue chip companies including Yell Ltd, Domestic & General and BT and has gained extensive knowledge and skills in developing the employees from these industries. Gary specialises in the following areas:

• Call Centre Training
• Initial and Advanced Sales Training
  
• Motivation courses
  
• Communication Skills
• Leadership Training
• Coaching Skills
• Design, Development and Delivery of 'Bespoke' Training
• Facilitation of Developmental Programmes and Workshops

 

Sharon Elphick

Sharon is an experienced learning and development professional who has designed and delivered short and long term training solutions to meet the business needs of organisations in both the public and private sectors, specialising in First Line Management and Customer Services training.

She has 7 years experience within aviation, training Cabin Crew in Sales and Service for the award winning charter airline Air 2000 (First Choice Airways). Following on from this she spent 6 years working in the Financial Services Sector as an Induction Trainer, Management Trainer and Management Development Manager.
She uses Accelerated Learning techniques that set out to produce self-directed, self-motivated, and self-acting learners-the kind of learners that would be valuable assets to an organisation. Her programs are noted for being fun, interactive, energising, and hands-on.

Her objectives when delivering training are to:-

• Help people to recognise and value their own worth
• Help people to develop their confidence, capabilities and performance
• Stimulate and support talented people

 

Tricia Jephcott

Tricia has over 15 years experience in customer service and management development training.  This was developed and finely tuned during her 9 years at one of the most highly regarded customer service organisations, First Direct.  She has been a Training Consultant for 7 years and revels in delivering measurable results that helps companies grow.  All her training is based on adult learning principles, using recognised and highly interactive techniques to develop behavioural change that can be transferred to the work environment.

Tricia’s is dedicated to providing bespoke solutions and matches this with a positive attitude to get results from every delegate she meets.  She also has over 30 years of working at elite level gymnastics and brings her passion for success into the training room, stretching individuals to achieve greater personal success than they believed possible

 

Matt Hickman-Reed

Matt is an experienced, motivated Learning and Development Consultant with a background in Financial Services and Call Centre training. He has 10 years experience in facilitation, training delivery, coaching and designing fresh and interactive training courses.

Matt has worked with a wide range of FTSE 100 companies including high street retail organisations, UK banks, utility companies and IT service providers.
Specialising in Accelerated Learning techniques, Matt’s work has taken him to all levels of management from working with Managers and their teams through to one-on-one coaching sessions with Company Directors and Board Members.

His approach is friendly and supportive whilst having a real skill in empathising with clients. Matt believes that by using accelerated learning, in the design and facilitation of all courses, it provides people with an opportunity to learn through all of their senses. A practical yet fun approach is essential when embedding new skills and motivating learners to achieve great results when back in the work place.

Matt’s mantra is “find a job you love and you will never work a day in your life”. He is passionate about supporting and encouraging others to succeed and grow. There is nothing more fulfilling than seeing, hearing and feeling an individual or group achieve their goals.

 

Neil Wilkins

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,

 

Paul Wright

Paul is an innovative Training and Development professional with an Operations background and international experience, skilled in the roles associated with learning, leading and changing in organisations; passionate about the design and delivery of world class training interventions utilising the latest thinking in "Effective (Brain-friendly) Learning".

Recent projects have included: train the trainer, management development, contact centre induction design and delivery, sales through service training in contact centres, action learning sets to senior leadership development and coaching.

Most recently I have been working with a client in India delivering EL train the trainer and manager awareness sessions.

 

Niall Cluley

Niall is a dynamic and highly commercial learning and organisational development specialist with extensive experience as an external consultant and also as a senior manager leading successful change initiatives and managing sales, customer service and training teams.

Niall has proven track record for designing, delivering and managing innovative learning and development solutions across many FTSE100 and world class brands in the telecoms, retail, financial services, utilities, leisure, professional services and public sectors.

Niall is a highly creative, inspiring and encouraging facilitator who is as comfortable working with front line sales and service teams as with senior leaders focussed on employee engagement and strategic change. He has a highly flexible and open style which encourages his learning participants to be confident about expressing their views as well as challenging them to be the best they can be for their customers and colleagues alike.

He is a European Excellence Award Assessor for the British Quality Foundation and a member of the British Institute of Learning and Development and Chartered Institute of Personnel and Development.

Key Skills.

• Customer experience and sales through service training and coaching
• Customer service, sales and relationship management behavioural skills training
• Facilitation of management development workshops
• Learning and development projects - extensive contact centre, telecoms, retail, professional services, and utilities sector experience
• Leadership development and coaching – workshops, supporting challenges and coaching (team leader – senior exec teams)
• Train the trainer – accelerated learning, facilitation skills and learning innovation
• Innovative and creative learning design
• Driving business performance
• Performance management