1. ADELE GILBANK
Address: 33 Windermere Close, Mexborough, Doncaster, South Yorkshire, S64 0PT
Telephone: 07932 022553
E-mail: adele.gilbank@gmail.com
Profile:
Capable and enthusiastic Training Assistant,currently working for Capita on a Home Office contract. Proficient in
designing and delivering learning solutions to a range of employees through different mediums and approaches.
Strong background as a subject matter expert ensuring processes are compliant with our quality framework and
client contract both on new business and BAU activity. Coaching and mentoring experience in a range of roles .
Employment and Experience:
June 2015 to present
Capita – The Home Office, Sheffield - Training Assistant
Reporting to- Learning and Development Manager
 Designed and delivered Induction Courses covering ITsystems,processes,compliance and Immigration Law
across 3 different work streams, often to tight project milestones. All training materials have to be reviewed
and assured by Home Office experts in Immigration Law and presented to a very high standard of accuracy
and attention to detail.
 Re-structured existing material to provide better search functionalityand reduce handling times for new staff.
Delivered training to large classroom groups,small teams and oneto one through a range oftoolsets,including
presentations, written and on line materials, quizzes and group exercises.
 Managed the department’s adherence to mandatorycompliance training and also recorded the results to report
back to the business and alsoto the Client. Topics include InformationSecurity,Data Protection, Equalityand
Diversity, Safeguarding,and Health & safety. Our business is consistentlythe highestscoring for compliance
in our division.
 Responsible for ensuring that all process updates and business rules are trained out to the staff and also
updated in line with the assured processes. Analysed changes pre-release to understand their impact and
designed clear and concise briefs that focus on the key changes.
 Managed the inclusion ofall changes to process into all the different supporttools available to staff and have
included and liaised with all keystakeholders in the change to ensure consistency,accuracy and timeliness of
changes.
 Evaluated quality data provided by the Home Office to enable me to design a new interactive learning solution
to target a specific area of the role where knowledge is lacking within the entire staff. This has resulted in a
reduction of quality fails,so much so that in a 3 week time frame one area has seen a 100% reduction in fails
received.
 Work as a member ofnew business projectteams alongside and reporting to senior managementto onboard
new work streams in less than 6 weeks. Project role has included process development, training, systems
UAT and post go live feedback and improvement.
February 2014 to June 2015
Capita – The Home Office, Sheffield - Technical Advisor
Reporting to- Quality Manager
 I quality checked the work of up to 60 staff, working towards the quality framework set by the Home Office,
working to strict deadlines and being able to prioritise my workload.
 I gave feedback and coached staffwithin all agreed timescales resultingin less fails from the Home Office due
to the staff being aware of their errors quickly and not making the same mistakes again.

2.  I was responsible for Data Exceptions which entailed checking 3 systems againsteach other to establish what
the error was and correct it. This required a keen eye for detail and also the ability to work quickly. I was
accountable for getting these right and reporting back to Team Leaders.
October 2012 to February 2014
Capita – The Home Office, Sheffield – Caseworker
Reporting to- Team Leader
This role required me to have excellent attention to detail and the ability to work quickly and correctly. This role
included checking numerous systems and working to over 20 process to check for any barriers to removal an
Individual had. There was a strict 100% quality target of which I hit month after month, this was coupled with a
target or working 8 cases per hour of which I also achieved.
January 2011 to October 2012
Capita – Child Maintenance Options, Dearne Valley – Customer Experience Advisor/Locum Team Leader
Reporting to- Team Leader
Providing advice and support through inbound and outbound calls to members of the public regarding child
maintenance in very challenging and often emotionally charged situations. I had intensive training in soft skills
such as listening and empathy. Tailored support packages for individual circumstances and signposted to other
support agencies as required. I also performed call monitoring and ensured other staff were adhering to call
standards set by the Client. Acted up as Team Leader when required including managing dialler, scheduling
resource and coaching/mentoring other staff.
February 2008 to July 2010
Pound Mania Plus, Mexborough – Shop Supervisor
Managed a small team ofstaffin a retail environmentand had a customer facing role.Responsible for stock control,
people management,bookkeepingand banking,including reporting VAT. Reporting directlyto the business owner.
January 1999 to January 2005
Atteys Solicitors, Rotherham – Criminal Legal Secretary
My role included audio typing, filing, dealing with post and prioritising work for the other secretaries. I also dealt
with Clients on the telephone and also face to face.
Education and Qualifications:
GCSE
Northcliffe Comprehensive School - September 1993 to June 1998
Business Studies A
Food Technology A
English Language B
French B
Religious Education B
Maths C
Science (Double Award) C
Expressive Arts C
English Literature C
Current Interests:
I enjoy spending time with myteenage son and also enjoy baking and cooking. I have a particularlykeen interest
in football and like to spend time going to matches.
References available on request