Head Trainer for Thomson’s Coffee based in Glasgow. I organise and provide the training for all baristas in the company. I also provide client training for all the wholesale customers to provide them the skills and knowledge to work with our products.

• staff training for all our wholesale customers on-site or at our HQ training rooms.
• Apply extensive knowledge of coffee and processing methods.
• Wrote and delivered staff coffee training manuals.

I was Cafe Manager at one of Edinburgh’s specialty coffee institutions Cult Coffee Roasters. They featured numerous great coffee roasters from across the world as well as roasting some super delicious coffee themselves. I helped design their training structure, overseen the move to digital for all stock management and developed their food program. I helped foster a warm atmosphere for all customers to feel welcome and comfortable in the cafe and feel as if it was an extention of their home.

• Client and Customer Relationships Manager
• Developed Coffee and Food Program
• Hiring and Training of the team

Webhelp provided call handlers to numerous international companies to deal with a wide array of customer relations. I worked specifically on the BT Tech Fault campaign. With the emergence of Covid-19, the increase in BT services was noticeable through their tech fault department as people switched to working from home. It was my job initially to handle the customer calls on dealing with the technical faults. Very quickly I moved towards being part of their training team. I went through extensive training with the BT experts to become a subject matter expert (SME) for Webhelp. Anytime a manager had a complicated fault to handle, we were the team assigned to address the complicated nature of the fault.

• Client technical support
• Promoted to tech training team as a SME
• Developed our staff call handling techniques