Brian is a Customer Service Manager at Clinisupplies Ltd, a leading provider of medical supplies, and has been involved in managing and developing training and customer service functions across a range of industries for over 30 years.
In addition to managing various service departments, the main focus of Brian’s work in recent years has been in the area of culture change, coaching, mentoring, people development, employee engagement and customer relationship management. He has worked with companies in the Retail, FMCG, Technology and Manufacturing industries including Mars, Boeing, Xerox and Tesco.
Brian has won three awards for delivering service excellence, and in his last role, delivered the best set of Customer Service and client retention results in company history.
An experienced public speaker, Brian has spoken on a variety of CS, training, people and culture related topics, and spent 2 years coaching, mentoring MBA students at the world renowned Westminster Business School. Brian is an avid supporter of the Customer Service Training Network and is delighted to be Chair of a judging panel at the CSTN annual awards ceremony on 5 July 2013.
Anija is the Head People Experience for embrace-u, and has eight years experience in Training and Development across global corporations. During her three years managing the Training & Quality Department, she has been instrumental in designing customer experiences and cultivating a cult-like culture that is focused purely on the experience. By aligning recruitment, cultural induction, training & development and quality, and creating initiatives that boost employee motivation, she has delivered innovative experiences to retain customers and staff and helped our key client ‘Lebara’ win eight prestigious customer service awards.
Cilla McKay is the Managing Director of Rocket Consultancy and is a highly experienced consultant with specialist skills in transformational leadership, engagement and communication. Her philosophy is that continuing development of the effectiveness of all sales, service and leadership teams is a key factor in delivering success. Working in partnership with a range of high profile clients from organisational development, Cilla leads a dedicated team who provide the bespoke leadership and business development consultancy across a range of markets and corporate clients.
Client’s experience has been gained from the areas of financial services, commerce, local government, technology, service and utilities. Cilla Is able to gain a clear understanding of the client’s current position and then working in conjunction with internal targets and strategies to develop on going first class performance and measurable results. She provides consulting support to enhance business processes ensuring all projects deliver a tangible Return on Investment.
Cilla’s particular set of skills lie in developing consultancy propositions, to provide leadership and sales teams with the skills and direction needed to achieve defined business goals. Key skills include:
Qualifications:
Coaching is a well known and practiced discipline. Within the training arena it is especially useful for person centred learning and challenging limited assumptions on why people get "stuck" within the training environment.
It is not just for life gain but a very useful and purposeful methodology for getting people outside of their familiar zones, step into their learning and thinking environments and go away from training interactions having learnt in line with outcomes and importantly enthused to integrate and develop this learning within their own fields.
In this talk Paul Kensett – Director of Education, The Animas Institute, will bring to you his experience- having trained over 200 life coaches on an recognised coaching programme and coming from a training background within the public sector.
He is an active transformational coach and is passionate about creating the best space for support and fun learning within training interactions.
Vinay Parmar is a sought after keynote speaker with a powerful message to share about dealing with unexpected change in life and business - what he calls “BounceBackAbility”. His compelling story and engaging presentation style will inspire delegates to deal with uncertainty, adversity and challenges in a more powerful, positive and productive way. Vinay enjoyed a successful corporate career in leadership roles at companies such Prudential, Egg and Britannic Assurance before he was faced with a sudden and tragic change which transformed his own life.
In the year 2000, Vinay was looking forward to marrying his soul mate on what was supposed to be the biggest day of his life…only he didn’t realise just how ‘big’ that day would be. In a cruel twist of fate, Vinay tragically lost his Mom on his wedding day to a lethal strain of meningitis. It was the first in a series of ‘curveballs’ that life was to throw his way and the catalyst for the path he travels today. Since 2006 Vinay has been working as a Coach, Consultant and Speaker with clients such as RBS, Zurich Life, Audi and O2 helping to implement change and improve performance.
Vinay's inspiring and moving story of ‘BounceBackAbility’ has been published in his book “A Passage To India” and has been featured in the UK National Press, BBC Radio and on ITV's This Morning show. More about me. www.vinayparmar.co.uk
Howard Rose is a Certified Kirkpatrick Facilitator and associate for The Development Processes Group PLC in the United Kingdom. He is also the co-founder and partner with his wife Katerina Rose of Inspire Development Ltd. a learning, development and performance improvement consultancy located in the south of England.
He has over 10 years of training and development experience with a background in engineering and manufacturing along with sales and marketing roles in the oil and gas industry. Howard works extensively as a learning facilitator, developing and delivering customised training for a range of industries. He has designed and delivered training interventions for a range of clients including organisations such as Anglian Water, Siemens, Johnson and Johnson, Orange and Surrey Police. Among Howard’s specialty areas are customer service, management, presentation skills, sales, key account management and train the trainer. Howard Holds a Masters of Education in Training and Development from Bradford University and a Postgraduate Diploma in Management Studies from Portsmouth University.
After working for a large international organisation, Howard has seen first-hand what happens to training departments when they do not work closely with the business to define clear results and goals prior to starting important training events. Unfortunately this organisation no longer has its own training school as value was never sought or demonstrated. Howard is now adamant that L&D profession as a whole do not suffer from the same disconnect between the development of people and business results. For that reason Howard believes strongly in the new world Kirkpatrick approach to evaluating development activities.
