Description of work experience primarily since 2013 working with Santander UK Plc

1. Alicia Hughes
7 Harmony Place, Glasgow, G51 3SF
Email – aalsou12@googlemail.com Mobile – 07916137727
I am a punctual,hardworking individual with a considerate,versatile personalitywho can confidently interactwith
advisors,peers and superiors in a respectable and professional manner.Iam capable of delivering high
standards and meeting targets whilstsupporting and motivating a team. I am highlyorganised and able to
manage large volumes ofinformation in a structured approach.I have excellent communication and interpersonal
skills which Iuse to keep my colleagues and staffnew to the business informed,engaged and involved in any
changes to the business processes or strategic goals. I actively demonstrate the abilityto build and maintain
great working relationships and credibilityacross the business and structure and confidentmaking keydecisions
that will impactupon customer service.
Employment History
January 2013 to present Santander Colleague Investment and Development Support
 Currently, I design technical knowledge solutions for front line colleagues,typically driven by change
agenda.I deliver/manage Train the Trainer activities to enable hand-over into Peer Group Delivery who
implementchange within the business whilstensuring Imotivate, supportand develop the Peer Group
Deliverer’s skills and knowledge to achieve service and quality standards.
 I have extensive experience of using contactcentre workforce optimisation software,such as Impact
360, Pulse and WFM. I possess good communication skills and have an assertive nature with the ability
to challenge colleagues to deliver an exceptional service for our external customers whilstbalancing the
needs ofour internal customers.
 I have exceptional PC skills across various applications including Word,PowerPoint and Excel
(including basic working knowledge ofthe Visual Basic screen).
 I am responsible for the implementation ofthe material I design.Iorganise and lead the Train the
Trainers that our Trainers need to attend to gain sign off to deliver our materials.An example of this
would be this XTY, we have got 10 trainers delivering our material and I held a 2 day TTT in which not
only did we review the content but I ensure thatall messages thatneed to be delivered to FLCs came
through and trainers knew they were supports.We had practice deliverers to share bestpractice,
content review calls each day
 Part of my current role is to observe live training and provided feedback on what wentwell and what
needed to be worked on by the trainers’ whistusing a competencycheck listto ensure they pass bench
mark on being competenttrainers.
 I also work with the change team to ensure thatthe tools our FLCs use are up to date such as the
information centre and customer discussion tool and proactively feedback and action where
improvements can be made.
 I work to tight deadlines when working on large projects such as cross taxyear, collaborating with
numerous departments and ensure thatothers also meetthe deadlines thatI set for content
review/feedback.
 I have had the opportunity to gain experience as a Service Delivery consultantduring mytime at
Santander.During my 3 month secondmentas a SDC I was responsible for managing operational staff
to ensure maximum productivity of staffing through real time monitoring and effective rescheduling.
 I have also been in charge of maintaining our WFM (Work Force Management) system and applying
changes where necessaryto maximise schedule efficiencies.
 During my role in service deliver I managed large volumes ofstaff and used call forecasts to reduce
staffing deficits.I have strong analytical skills and can make business decisions based on facts and
figures.
 I have extensive experience of communicating with stakeholders to ensure operations are fully aware of
business and advisor performance and requirements in all ofthe different roles I have held.
 I am able to conductreal time monitoring ofqueues and skill sets and identifyintraday trends and
maintain a special emphasis on looking for possible downtime and telephonyissues.
 I have been responsible for attending all staffing review meetings,reviewing performance and detailing
requirements for the upcoming weeks and also sending outperformance updates and commentary
throughoutthe day and as requested.
 I have a deep understanding ofrisk and qualitymeasures throughoutthe business and Iam able to
manage risk whilstworking on multiple training projects.During the scoping phase ofeach training
session Ihave designed,Ineed to consider how all training programmes interactwith each other, the
impactroll out will have on the business and how implementations need to be flexed and phased to
minimise negative impacts.
 I act as a SubjectMatter Expert on specific areas such as Core Retail,ISA’s,Complaints and Selectto
ensure all training packs meetthe businesses operational standards.Iam also a point of contact for key
stakeholders across operational and supportareas – typically Change/Channel Developmentteams to
provide expertise and supportthrough the design stages.

2.  I evaluate the effectiveness and impactof training that I design and reportoutputs whilstworking in
partnership with Santander Learning to deliver professional high qualityknowledge solutions to support
our colleagues in delivering exceptional customer service.
 I have supported the roll out of new departmental processes,such as the amended Charges policy
across Glasgow Retail and was a pointof contact for all Customer Service Managers,team managers,
advisors,risk and quality and the project team.
 In my own time I take part in the Santander ManagementDevelopmentcentre.This workshop has
introduced me to the Customer Service Team Leader position.During this time Ihave been given the
opportunity to develop essential skills in managementsuch as;How to conduct a coaching session,
How to conducta 1-2-1, How to conduct a team meeting,Managing Operational Excellence and How to
motivate and inspire your team.
 Following on from my previous point I also,in my own time or when I have availability in my schedule,
work on developing these managementskills through ‘keeping skills alive’.Iactively seek opportunities
to coach FLCs and shadow CSTL’s where ever possible in 1-2-1’s or disciplinaryhearings.
 I work closelywith HR and recruitmenttherefore I am fully competentin all HR and people management
policies and have managed a group of delegates ensuring thatall mandatorytraining was completely
fully on time.
 I have delivered the ownership model to several groups ofnew joiners,making sure that they are aware
that they need to take responsibilityfor their own performance and career developmentwhilstalso
ensuring thatthey know the appropriate actions to take if they need supportor guidance.
 During my time training I demonstrated Santander’s keyvalues and was a leader and role model to the
delegates bygiving clear purpose and benefits to what we were doing in relation to the compass and the
goals ofthe people,customer,shareholder and communityquadrants.
 As a trainer I have been able to adopt an effective managementstyle in order to keep colleagues
motivated and energised over extended periods oftime.
 Through working as a Peer Group Deliverer I am able to identify different learning styles within a
dynamic group and understand how to utilise a person’s expertise and identifyany person requiring
developmentin specific areas.
 I have a confidentunderstanding ofSantander’s Risk ManagementControl Manual and have the proven
ability to achieve and promote operational excellence.
 Throughout my time at Santander I have provided supportto advisors with difficult or complaintcalls,
and became a point of contact for advisors and managers a like when they could not resolve an issue.
 As a floorwalker I was given the chance to take escalations.I handled these calls in a professional
manner to ensure an excellent customer experience,taking on board any customer feedback ensuring
corrective action is taken.
 I worked closelywithin my operations area to pin pointany specific areas ofdevelopment in relation to
customer feedback surveys.It was broughtto lighta number of advisors positioned securityand other
policies negativelyto customers.I developed a training pack for advisors in which helped to position
failed security in a positive manor by using above the line language,helping advisors increase their
customer firstsurvey scores.
 As a customer service advisor,I was given the opportunity to coach new joiners on a 1-2-1 basis to
ensure their skills and knowledge were utilised and developed.Iused coaching forms and performance
managementplans as to collectevidence for their development and have been successful in developing
individuals to achieve their targets and promoting the need for owners hip in delivering excellent
customer service.
 Continuouslythroughoutmy roles at Santander I have ensured thateveryone in my team is up to date
with any changes or communications throughoutthe business through buzzsessions and team
meetings.
 From my time as a Customer Service Advisor I have a proven track record in delivering excellent
customer service.From this and along with my time as a trainer and training designer Ihave a proven
record of coaching and sharing bestpractice in a supportive and engaging manner,ensuring colleagues
are clear on whatis expected of them and also measuring achievable targets.

 I have previous experience of managing a Team in several different forms in a contact centre
environmentand through regular coaching,developmentand monitoring ofresults,drive a culture of
high performance,customer focus and regulatoryadherence.In doing so,allowing customer facing
colleagues to effectively build,sustain and deepen customer relationships and loyalty to the Bank
 Through working on training implementation and monitoring Ihave extensive analytical,handling of
large amounts ofinformation and presenting appropriate solutions to stakeholders,business managers
and site/departmentheads
 I have a proven capabilityto overcome hurdles to meetbusiness targets and influence the business
plans and can effectively manage and prioritise,ensuring service levels and regulatorystandards are
maintained whilstadhering closelyto the Group’s risk and quality framework.
 I take personal responsibilityto understand change within the business and marketplace and take
action proactively and effectively embed changes swiftly,thereby mitigating risk to customer experience
and regulatory standards

3.  I work with colleagues atall levels both within and outside ofmy own business area,to ensure business
area deliverables are achieved in a collaborative environmentand I promote teams to supporteach
other where ever possible.
Previous Employers
August 2012 to October 2012 Xiangtan No.1 Middle School English Teacher
March 2012 to June 2012 HEROtsc Customer Service
August 2009 to April 2012 AMF Bowling Ltd Lane Host
June 2006 to July 2009 Runamok SoftplayLtd Children’s PartyHost
Education
Glasgow Caledonian University,2008-2012 – BAHons Environmental Managementand Planning.During my
time at university I achieved 16 modules including Health and Safety Law, Health and safety assessment,
Economics,Sustainable Developmentand social economics.
Eastbank Academy 2001-2008 – 8 Standard Grades,1 Intermediate 2 and 4 Highers
References available on request