Systems and Training Manager, Nimble Elearning & News UK
This is Carolyn's 12th year working in contact centres, the last 6 of which has been in training and quality. She has recently taken over overseeing systems as well. Her experience is in analysing the needs of their contact centres and working with the teams on the best learning solutions. Using both classroom training and elearning, Carolyn covers soft skills, mindsets, techniques for sales and retention, as well as systems and processes. She is a qualified coach and an NLP Practitioner and works with clients within the business and also third parties. Previously, Carolyn has worked in retail/customer services and sound archives. She has been a performing musician, and all of those skills and her working experiences, have informed how she approaches learning and development.