William started his career in the mid-eighties as an Advisor for an outsource telemarketing company, proving himself to be an effective communicator who achieved results he moved into team leading and coaching. He has also held roles as an Account Manager and Copywriter. He was invited to join the training division of the outsource telemarketing company that he worked for given his ‘on the floor experience’ and achievements.
This combination of ‘on the floor’ experience and the personal training that he received help him manage the process of change for his clients in relation to the individual, group/team and organisationally in an authentic way utilising countless personal examples and experiences.
The programmes that he creates for (and in conjunction with) clients are designed to be enjoyable, whilst purposeful and endeavour to make a lasting difference to both the individual and the organisation that they work for. Two of the programmes he’s been extensively involved in have won highly recognised awards (e.g. National Training Award).
He has 20+ years of experience in customer management (i.e. contact centre and ‘retail’) environments. He has devoted the past 18 years to learning and development consultancy and implementation – designing and delivering a wide range of measurable organisational change and improvement initiatives with external accreditations.
He holds an MSc in Change Agent Skills and Strategies from the University of Surrey and a Diploma in Performance Coaching from Newcastle College.
Some of the ways he helps clients are by: a) Supporting and facilitating change at an organisational, team and individual levels so that it can be responded to faster and with improved levels of commitment b) Enhancing skill levels for in-house training and learning resources/teams so that they can be even more effective within their organisations c) Developing some of people’s core influencing competencies, particularly with respect to communicating more powerfully and effectively (sales and service) d) Catalysing people into entertaining and defining a wider range of options when it comes to either managing or working with people in order to ensure high levels of productivity and creativity e) Strengthening management competencies, especially with respect to coaching and development in relation to direct reports.
His clients include – Dumfries and Galloway Council (DG Direct), Barclays Bank, Standard Life, Principality Building Society, MEB/npower, BG (British Gas) Transco, Three (Hutchison 3G), Apple, Britannia Building Society, Co-operative Financial Services, BT, First Direct and Orange.