Introduction

An enthusiastic individual with a passion for customer satisfaction. My experience has been working in commercial teams for membership organisations, of which most of this time was spent in the real estate industry. I am an excellent communicator, and able to establish & develop relationships with key stakeholders, both internally and externally.

My IT skills are proficient and I have a comprehensive understanding of core applications on both Office and G Suite. I also have administrator experience with LMS (Moodle, Blackboard) and CMS (Drupal) platforms, as well as Google Analytics and some basic HTML editing.

I have many interests outside of work, including, but not limited to, gaming, baking, football (watching, not playing), knitting and travelling.

Work Experience

Royal Institution of Chartered Surveyors

July 2013 – Present

Westminster, London

Managed a training portfolio for professionals in the construction sector, consisting of 80 courses and totalling £1.17m in annual revenue.

Key responsibilities:

  • Collaborating with sales and marketing to identify B2B and B2C training needs
  • Maintaining an understanding of market trends to support effective training solution development and marketing communique
  • Providing product insight to commercial teams across our global regions
  • Liaising with internal development teams and external SMEs to build and maintain high-quality training products and solutions
  • Assessing customer reviews, product performance and market analysis to make improvements to the portfolio and improve customer satisfaction ratings along with revenue
  • Implementing effective changes to optimise revenue and profitability
    • Portfolio management of 40+ training tools and products, aimed at supporting delegates through the process of becoming a chartered surveyor. Products span classroom learning, web classes, distance learning and e-learning formats and online tools through the dedicated APC training platform Compass.
    Management of web class portfolio content development strategy and implementation. Responsible for liaising with internal and external parties to understand learning needs across the construction sector and develop effective learning solutions.
    Identifying and developing product development opportunities for RICS best practice website, isurv, in-line with market need and organisational objectives. Additional responsibilities included collaboration with internal stakeholders to support technological development, marketing campaigns, sales activities and customer service.

    Chartered Institute of Personnel and Development

    August 2010 – July 2013

    Wimbledon, London
    Overseeing the development of higher education textbooks, liaising with external SMEs to create products on time and to specification. Also developing textbook supporting material for both teachers and students, hosted on Blackboard.
    Supporting the commissioning and administrative activities on CIPD flagship best practice website HR-inform.

    Education

    Kingston University

    London

    2006-2009

    BA in Arts and Social Sciences

    Major in English Literature w/ Visual and Material Culture

    King Edward VI College

    Nuneaton

    2004-2006

    A Levels

    English Literature - B

    Film Studies - B

    Art & Design - C

    Philosophy - C

    St Thomas More School

    Nuneaton

    1999-2004

    GCSEs

    9x A's

    1x B's