1. Anthony Salter
10 William Dennis Avenue, Telephone - Home 01792 894832
Loughor, Swansea. Mobile 07946296690
SA4 6PD Email: email@example.com
Enthusiastic, experienced and capable assessor, quality assurer and manager with
excellent customer service experience and proven ability to lead teams to achieve
success. Well developed communication and interpersonal skills and committed to
continuous development, both personally and through effective coaching and support
Customer focused with experience of delivering training and support to
individuals and teams.
Good IT skills using computerised customer service systems and PC software.
Accredited Coach with experience of delivering major change programs on time.
Successful experience of people management and development.
Highly trustworthy - experienced in a highly confidential and regulated
environment handling sensitive customer information in full compliance with
internal and external regulations.
Gower College Swansea 2010 – present
I have supported development and lead the Internal Quality Assurance process for
Level 2&3 qualifications in Providing Financial Services and Sales. Developing
relationships and introducing these new qualifications to a range of local businesses.
In addition to this I am currently delivering training and assessing a range of Level
3&4 TAQA Assessor and Internal Quality Assurance qualifications.
I started working at the college on a casual basis in September 2010 as an Assessor in
Customer Service. I have supported candidates through level 1-3 Customer services
NVQ and level 2 Team Leader
In all of these areas I have developed effective administrative systems and utilise a
range of statistical and data systems.
Lloyds TSB 1978-2009
During my career with Lloyds TSB I have undertaken a wide range of roles in various
size branches, including Branch Manager and Customer Service Manager, and outside
of branches in group roles, Risk Manager and Coach. These are summarised below.
2. Branch Manager
Lead, support and motivate the branch team to achieve high quality and compliant
customer service and sales targets, through effective planning and control and within
Enhanced Customer Service Advocacy.
Developed and implemented action plan to deliver and exceed branch sales target.
Managed support staff to achieve referral objectives, developing improvement
plans to redress shortfalls where appropriate.
Promoted continuous development in branch team through regular observation,
feedback and coaching.
Utilised management information to maximise opportunities.
Transforming Operating Performance Coach
Delivered a major change initiative to transform operating performance in the Retail
Branch Network, to 140 managers and staff in 12 local branches.
Influenced individuals and teams through a range of communication to ensure a
significant change in working practices, resulting in improved sales and service
Delivered significant improvement in use of outbound telephony through
observation, coaching and feedback.
Customer Service Manager
Responsible for management, support and development of branch customer service
team to maximise performance. Effective management of branch resources to achieve
and exceed sales and service targets.
Lead by example in providing excellent customer service, as recognised by senior
Motivated team to improve customer advocacy ratings.
Utilised a range of management information to track performance and develop
effective plans to address underperformance.
Qualifications and Training
Level 4 Certificate in Leading Internal QualityAssurance
Level 4 Preparing to Teach
Level 4 Award in the Internal Quality Assurance of Assessment Processes and
Level 3 Training Skills & Practice
Level 3Assessor Award
NVQ 3 Certificate in Customer Service
Certificate in Mortgage Advice and Planning (CeMAP)
Financial Planning Certificate (FPC 1,2&3)
A level in Mathematics (Pure & Statistics) 5 O levels, including English
Mynediad 2 – Welsh Learner
3. Regularly undertaken development training courses and gaining accreditation,
Coaching Practitioner Accreditation
Retail Management Development Program
Building High Performance Teams
TOP (Transforming Operating Performance) Coach Accreditation
Owner driver with clean driving licence.
Authorised by the City & County of Swansea to provide respite care for adults
with learning difficulties.
Play Tuba in a brass band where I enjoy the team environment, previously held
the position of Chairman.
Enjoy keeping active and walking.
Learning to speak welsh