The Team

Jill Galvin

With more than 27 years’ experience in learning, consultancy and managing change combined with 22 years in Training management, Jill acts as a Senior Consultant in our team and is passionate about making a tangible difference to the customer experience and bottom line through designing and leading quality performance improvement programmes, ensuring a return on investment.

Clients appreciate Jill’s level of engagement and the quality of the performance improvement solutions which ultimately have increased customer satisfaction and profitability.

Overview

  • 20+ years experience as trainer, consultant, training manager and project manager driving learning solutions.
  • 16+ years experience as a business coach
  • 6+ years experience on Head of Training roles

Key Issues addressed

  • Culture Change to transform customer and employee engagement/retention
  • Business transformation and start ups
  • Service and sales improvement
  • Creating one team – removing silo mentality
  • Leading people through change
  • Strategy design and implementation
  • Evaluating the ROI
  • Designing sustainable solutions that work

Example client projects

  • Headed up teams of training managers and trainers across 27 sites in the UK and India for circa 12,000 staff meeting the needs of inbound and outbound customers, digital, multi-channel (telephone, web chat, video, social media). Worked in partnership with the Quality team to ensure FSA, NQF, Customer and Business compliance requirements were realised
  • Managed a major culture change programme (Board level to Adviser, circa 3000 staff) worked with their attitude, mind set and beliefs plus the skills to drive sales through service. Average use of feature increased by 11%. This work achieved a National Training Award
  • Designed and managed a sales through service programme to achieve the Customer Experience - Coaching behaviours increased by 43%, a 20% increase in customer satisfaction and a 20% increase in first contact resolution of customer complaints
  • Created a talent management programme in Leadership Development – this resulted in a 20% uplift in income. Both the staff engagement and customer satisfaction Index went up 3 points – resulting in a much more powerful leadership team driving sales and the customer experience
  • Managed the design and delivery of the staff engagement/cultural change strand of an iCRM programme, developed 40 trainers to roll out the training to 8000 staff. This work won two national awards a CRM Best Customer Interaction Award and an Innovator of the Year Award
  • Project managed the set-up of a start-up customer contact centre, managed the training team on going once live, for the UKs largest independent financial adviser, achieved £3.5 million sales in its first year and made a profit
  • Led a Staff Retention Project for Induction modernisation – increasing staff retention by 15%
  • Reduced complaints by 20% through extensive redesign of Knowledge Management Journey for staff
  • Designed and successfully led the delivery of a Customer Experience Programme which created 8% shift in Customer Satisfaction – factored in India cultural differences with significant results
  • Coached Directors, Call Centre Managers, leadership teams and frontline staff

Credentials:

  • MBTI Accredited
  • NLP Master Practitioner
  • ILM Accredited Coach
  • Certified CTI Co-Active Coach