1. Welcome
to
My Work Portfolio
to hire me, please contact angella@bridgehouseconsulting.co.uk
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2. My Profile
Strongperformance improvement leader
Passionate about designing and achieving win-win outcomes
20 years experience in customer service & corporate L&D
Industry awards and numerous client testimonials for work
Collaborativeand contributive by nature
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3. My Company
Bridge House Consulting Ltd
Ive run BHC for 10 years and use it to deliver
HR strategic advice
interim management
design & piloting of L&D solutions
facilitation of leadership and management skills
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4. My Company
Bridge House Consulting Ltd
Ive expertise in
change management
performance management
team development
recruitment practices
HR
talent management and leadership development
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5. Expertise Area1
Designing L&D solutions using
training needs analysis
performance reviews
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6. Expertise Area 2
Scope of solution design
customer communications
recruitment
personal leadership capability
management skills
team engagement
talent development
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7. Expertise Area 3
Delivering blended training solutions using
Self learning
Face to face
line managers
trainers
facilitators
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8. Expertise Area 4
Collaborating with multi disciplinary teams
delivering corporate change and growth objectives
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9. Expertise Area 5
Facilitation and programme management
customer focused teams
HR and L&D support functions
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10. Case Study 1
July
2005 - 2009
Led co-creation of the Britannia Management Academy
needs analysis for management development
business case for 1st iteration of Academy
recruited and up skilled 35 facilitators
personal delivery of key modules
tested & refined pilots
tracked and measured business improvement
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11. Case Study 2
April
2007
A post acquisition integration of
employment terms & conditions
contracts
people policies
corporate handbooks
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12. Case Study 3
2002-2003
Designed and delivered a UK wide L&D review including
Group Operations and Corporate Centre
Recommendations included
new L&D structures
rationalisation of resources
directory of L&D personnel and training materials and resources
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13. Case Study 4
2003-2004
Established first L&D function
design of services
workflows
training materials
recruitment and management of team
range of hard and soft skillprogrammes to budget and deadlines
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14. Case Study 5
2003-2004
UK L&D Project Manager
part of UK and Indian outsourcing contract
Recruited, trained and managed teams to deliver new customer service training programmes
new process and systems for contact centre managers, trainers and staff in the UK and India
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15. Case Study 6
2004
UK L&D Project Manager
developed coaching culture for effective implementation of new working practices and systems within engineering community
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16. Case Study 7
2004
Interim Mgt Development Manager
Audit, design, test and handover of management development initiative
themed around accountability, productivity, career progression and retention
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17. Case Study 8
2002
Designed, ran & analysed benchmarking survey on 4000+ call centre staff across the groups different brands
strategic recommendations with investment implications specified
HR & Strategy workshop to prioritise and address short term requirements with senior managers
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18. Case Study 9
2000-2001
Performance audit for the Contact Centres sales and service departments
A commercial review of the operations location to identify cost effective location options to support development plans
Liaison with property companies to short list options
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19. Case Study 10
2000
Co - design of performance management system for contact centre operations
training operational managers in its use
Managing team to produce role definitions and person profiles for
all senior managers and their teams
technical, sales and service operations
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20. Case Study 11
1999-2000
Design, pilot and launch of Direct Marketing centre
Commuting and working with strategic and operational multi disciplined teams in Germany, France and UK
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21. Case Study 12
1999
New National Customer Management operation
HR operational review
Strategy recommendations
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22. Away from it all
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23. Thanks
for
Viewing
Want to make contact?angella@bridgehouseconsulting.co.uk
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