Patricia Hamilton BA, MBA, CIPD

Patricia is an experienced learning and development professional who has designed and delivered short and long term training solutions to meet the business needs of organisations in both the public and private sectors throughout the UK.

Career Background

Patricia has worked in the investment sector with F&C Asset Management as training and quality manager for its retail client services division. In addition, she has tutored in a wide range of financial services subjects both at Napier University and on behalf of the Chartered Institute of Bankers in Scotland for whom she designs and authors learning materials for specialist topics.

Since setting up as an independent training consultant in 1995, Patricia has successfully delivered many assignments for a variety of clients, on time and to meet clients’ agreed standards. An enthusiastic trainer, Patricia enjoys both working independently and as a part of a team of in house or associate trainers.

Other qualifications and experience
MBA, BA degrees.
Associate of the Chartered Institute of Personnel Development.

Specialist field

• Financial services – with a wide range of expertise available: from product training to client relationship skills and management development and coaching.
• Hands on experience of the management and operations of specialist contact centres.

Examples of recent projects

• Designed a suite of e–learning materials on accountancy and finance topics for a specialist training consultancy.
• Redesigned the training and development function of a customer services team and its management, from updating all role profiles and associated competencies through to setting up of personal development plans and monitoring performance.
• Set up a system to monitor and manage the quality of a team of remote contact centre agents of an investment company.
• Authored and updated a specialist financial handbook on Call Centre Management.