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Lisa Sandy
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Lisa Sandy

HR Administrator / Training
& Development Supervisor 

TW12 3AN, United Kingdom

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About Lisa Sandy

 

Lisa Sandy - Professional Summary:   A positive and proactive professional who has acquired a unique combination of skills and capabilities during a diverse and rewarding career. Specialises in designing and delivering training courses tailored towards individual and business requirements with the primary focus on building a highly skilled workforce. Experienced in the management of recruitment and induction processes and in the resolution of performance related issues. Utilises strong skills in communication to build positive relationships with staff and managers alike. Works equally well on own initiative and as part of a team with strong leadership skills demonstrated in the most demanding situations. 

 

Lisa Sandy - Professional Experience:     June 2004- June 2009 - CYNTERGY, SUNBURY

June 2008- date - HR Administrator / Training & Development Supervisor

Deputising for the HR manager who works part time, 2 out of 5 days per week
Playing a key role in the resolution of any day to day personnel matters and escalating more complex issues to the HR Manager who works 2 days a week
Planning and conducting regular staff appraisals, providing constructive feedback on performance and identifying individual training and development needs
Actively involved in the interview and selection process and in the creation of a new staff handbook incorporating up to date policies
Recognising and rewarding outstanding achievers as well as addressing any performance concerns
Maintaining and updating the database containing details of individual training and development plans and ensuring alignment with overall Group standards
Responsible for the creation of the skills matrix for all service desk personnel incorporating their languages, technical and other skills acquired outside of Cyntergy
Preparing and delivering generic training courses to new members of staff to provide them with the skills and knowledge required for them to fulfil their job roles
Personally responsible for writing and delivering training courses in soft skills covering subjects such as customer service, interviewing, call handling, conflict management and supervisory skills
Working in close conjunction with the service desk to ensure that training course content is defined in accordance with the specific requirements of client accounts with regards to new business take-on, projects, rollouts, upgrades etc
Collaborating with service desk specialists to define and document account assessment tests with responsibility for the integration of basic, intermediate and advanced tests into the review and appraisal process
Sourcing and procuring external training resources and provision when required including manuals/guides and CBT such as SQL and ITIL

 

June 2004 - June 2008 - Cyntergy Servicedesk Account Leader - Thistle & Guoman Hotels

Utilising specialist technical knowledge of hospitality contracts to provide advice and guidance to the service desk team and to resolve technical escalations on their behalf
Contributing directly to the delivery of exceptional service in terms of high quality technical support
Providing a professional first point of contact for the Thistle client services team as well as interacting with the Client Service and Service Desk Managers as required
Adopting a proactive approach to the management of incidents and Service Level Agreements with full ownership of the service desk knowledge base
Producing monthly service reports for clients and internal management as well as evaluating ticket groups and prompting action where required
Embedding best practice service desk procedures and processes to facilitate the highest possible standards of call management
Providing management and support to the Thistle service desk team to ensure optimum efficiency and productivity
Identifying and meeting the individual training needs of the team whilst contributing to their ongoing development

 

Lisa Sandy - Education:  CIPD Certificate in Personnel Practice (ongoing)
NVQ Customer Care Level II
3 A Levels Classical Civilisation, Geography and History
10 GCSEs Including English and Mathematics 

 

Lisa Sandy - Interests: Interests include cooking,reading and dog walking    

  

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