انتيغوني Spiliadi

• Project Management based on the Rockefeller (Rocks) methodology
• Key facilitator in the Al Tayer City and Guilds centre
• Coach for the Retail Management team

Directo Rerports;

• 3 Junior Trainers

- Led the deployment and execution of the Axonify microlearning platform.
- Designed and produced Digital Learning Curriculum solutions through internal SMEs and external vendors.
- Assisted in strategy formulation for the adoption of digital learning from initial senior leader engagement to platform launch and subsequent follow ups to drive user engagement.
- Acted as the focal point for all Axonify-related queries (platform set-up, content development, and training for the internal SMEs)
- Assisted the Head of L&D in the development of training, coaching and talent strategy to support Business growth.
- Multi-site lead looking after in-store training and coaching within UAE, Kuwait, Bahrain, Qatar and Saudi Arabia.
- Managed large-scale multi-site Induction programmes.

Direct reports | 3

Achievements |
- Maintained Axonify participation of over 70% in a population of 3, 000 users
- Continuous achievement of the Net Promoter Score / Customer Satisfaction target of 70%.

• Product Training on all Nokia devices
• Sales Coaching - assisting the Sales Team to achieve their KPIs through blended coaching
• Sales Training - providing learning solutions based on competence and needs analysis
• Tailor made training solutions across channels - Retail, B2B, Telesales
• Introduced Mystery Shopping as means to measure training effectiveness

Direct Reports
• No direct reports

Achievements
• Developed a balanced metrics scorecard to measure training effectiveness
• The scorecard drove an increase in sales by an average 2, 5%

Arval - BNP Paribas Group
Athens, Greece

• Technical Training
• Systems Management, Deployment and Evolutions
• Training and Process Gap analysis
• Business Efficiency and Processes optimisation
• Quality & Complaint management training
• Control & Compliance, Group directives and Operational risks

Direct Reports
• 4 direct reports

Achievements
• The team completed the project ahead of schedule

Sep '08 - Sep '09 Teleperformance Hellas
Athens, Greece
Coach & Soft Skills Trainer for Dell Emerging Markets (Middle East, Russia, Romania, Bulgaria, Hungary, Slovenia, Turkey, Israel, Ukraine and Greece)

• Coach for the Middle East team
• Implemented coaching and training documents for the new Technical Support Centre (which covers 9 countries)
• Facilitated, delivered, evaluated New Hire induction training
• Selected, trained, mentored and managed a team of 6 coaches
• Introduced Dell Customer Issue Resolution (CIR) training
• Developed organisational development structure

Direct Reports
• 6 direct reports

Achievements
• Increased customer satisfaction through training and coaching from 62% to 91, 2 % within a quarter

Mar '07 - July '08 Dell Inc
Glasgow, UK Performance Coach

• Performed Needs Analysis through observation, feedback, and metrics analysis
• Identified improvement areas
• Built and Implemented improvement action plans
• Improved overall business performance in terms of customer satisfaction metrics
• Provided motivation to individuals and teams
• Improved ability to meet business requirements
• Coached and trained New Hires
• Programme Management: Customer Issue Resolution
• Performed needs analysis, facilitated the design, delivery and evaluation of the Programme
• Head Trainer for part of the Programme

Direct Reports
• No direct reports

Achievements
• The project team obtained a BPI 'Green Belt' for reducing costs associated with unnecessary escalations

Sep '03 - Mar '07
Avance Group
Glasgow, UK
AT&T EMEA Training & Quality Co-ordinator

• Led software, systems, processes and policies training
• Developed all training material
• Assessed team performance against defined standards
• Coached and developed individuals to meet and exceed performance standards
• Identified opportunities and drive for continuous improvement

Direct Reports
• No direct reports

Achievements
• The Team continuously reached their KPI's