Powerful leadership is not about having all the answers and
telling people what to do. It‟s about communicating in a way
that allows people to learn, think, create and to solve problems
effectively and quickly; inspiring better performance.
Providing solutions to resourcing problems or to resolve
corporate crises, including senior level departures, managing
departments or restructures, change management, leading
projects, and implementing cost and staff reductions.
This requires the ability to assess a situation, to successfully turn it around and to interact
with the client's own staff to gain their respect and support.
Examples of achievements to date:
Productivity: Contact Centre improved by 20%, whilst quality monitoring
scores increased from 66% to 86% and first time resolution to 92%
Efficiency: Quarterly report despatch timelines reduced by 14 business days and
production costs reduced by £53k pa
Staff Tenure: 26% improvement in one year
Risk management: Dealing errors reduced from 1.07% to 0.21%, saving c£224k pa
Client Satisfaction: Increased by 14% in one year, 92% satisfied/very satisfied
Analysis & Budgeting: Co-ordinated $203m budget process, Activity Based Costing,
Contact Centre forecasting model
Project management: Department offshoring, Customer Security programme, Account
Take On Process, Fund launches, FMCG Trade Pricing Policy,
Retail Market Research
Team management: 20 years‟ experience with teams up to 150 employees across UK,
Ireland and India, restructures, efficiencies, change management,
goal setting, competencies, Employee Satisfaction Surveys
Encouraging people to come up with their own ideas and solutions is highly motivating for
all involved. In so doing, one can begin to resolve many of the big challenges faced by
organisations: the lack of employee engagement, development of new leaders and continuous
innovation.
Available as complementary coaching to an Interim Management assignment, as standalone
workshops and coaching programmes, or as one to one management coaching.
Examples include:
Team Building Workshops
Leadership Development Workshops
Inspiring Communication Between Sales, Marketing and Operations
Change Management Workshops
Excellence Modelling
Goal Setting (inc Business Visions or Team direction)
Communication Skills
Coaching Skills
Personal Development in Business
INTERIM MANAGEMENT EXECUTIVE COACHING
© Assiem Ltd 2009 MABNLP, MTLTA, MABH
Registered: England and Wales, Registration Number: 6988367
Further Testimonials overleaf
Contact: Karen Goold
P: 07540 724103
W: assiem.co.uk
Karen has over 11 years‟ experience in operational management and client service, and 8 years‟ experience in management consulting.
Established across the Financial Services industry and with blue chip/FMCG companies, Karen has a proven track record of delivering high
standards of client service, productivity and efficiency improvements and operational risk awareness, as well as leadership and coaching skills.
Karen is a certified practitioner in the Myers Briggs Type Indicator (MBTI) and Neuro-Linguistic Programming (NLP).
ABOUT
TESTIMONIAL: “Karen has a number of strengths, chief of
which is her ability to get the best out of people. She is an
excellent people manager but is also able to build powerful
business cases through the use of complex management
information and customer feedback.
Karen can see the bigger picture but understands the detail
and is an effective change manager as a result. Her breadth of
experience means that she is highly flexible and can tackle a
wide range of roles. Her enthusiasm and commitment make
her a safe pair of hands.”
TESTIMONIAL: “The long-term benefits are a fuller
understanding and appreciation of colleagues with whom we
may on the surface share little in common. As team leader, I
now feel less tense in my leadership role, as I now I have a
better appreciation of my colleagues’ working preferences.“
TESTIMONIAL: “Interesting, thought-provoking and shows
how we can combine our approaches to work effectively
together. We had frank and enlightening conversations about
behaviour and its effects on work ethics, as Karen created a
relaxed atmosphere, with constructive use of humour.”
“The workshop is non-confrontational and informative, giving a real insight into how
I work and how others work – not everything I had assumed was true! I think it will
help the team work “smarter” when tackling issues or projects as they arise.”
“I have worked for many people, for several different companies, in my working life
and only have very few I look back on with admiration but Karen is definitely one of
them. I have learnt many things from her and will really miss her honesty,
professionalism, attention to detail, loyalty and encouragement.”
“I have really valued and appreciated the time I get to spend with Karen each week,
and have been able to focus on the team building and communication aspects that
have been so daunting in the past. Karen has been challenging the way I approach
things, giving me ideas of things to try, and has been very supportive. For the first
time in several years, I feel as though I am learning again, and that is a wonderful
feeling! Karen was one of the best managers I've ever had the pleasure of working
with, and she really helped me understand more about myself and my role, and I can't
thank her enough for that.”
“The workshop gave me an insight into analysing my own and others personalities
from a different angle. It gave me an insight and acted as an “eye-opener” about
certain aspects of myself. Karen was very friendly and created a very relaxed
atmosphere, and was happy to answer our questions.”
“I have learnt more from Karen in 18 months than in 10 years with the other
companies I‟d worked at.”
“Karen‟s approach to our half-day INSET Workshop was perfect. She paced her
delivery just right, and interspersed visual activities with discussion, anecdote and
practical tasks, to maintain a brisk working environment. Karen‟s calm and highly
professional approach created the atmosphere of trust essential to the development of
a greater understanding of others. It is always challenging to deliver novel and
relevant INSET to teachers who spend their working lives disseminating information
and skills to others. The content of the INSET certainly achieved this, and stimulated
a great deal of debate and original thought both at the time, and subsequently over
the vacation and new term.”
“Performance orientated with the customer firmly at the centre of her drive for
continuous improvement, Karen had the vision to build and the drive to push the Contact
Centre senior management team to a 20% gain in productivity and 20% drop in required
headcount in less than 10 months. New management information was created to
accurately track and correct performance and as a strong advocate for the balance
between people and business goals the whole team was challenged and developed
throughout the changes.”
“Karen combines a thorough understanding of the detail, with a strong strategic vision.
Her energy and drive are considerable, resulting in a positive impact on those working
with and for her.”
“Karen is a great stakeholder / sponsor to work for as she understands project
methodologies and how her influence can result in successful deliveries. In addition to
directing the strategic objectives she is able, due to her outstanding knowledge of
business processes, to answer the most detailed of questions.”
“Karen managed to drive through many amazing changes, pushing the boundaries whilst
building a great working relationship between the Operational and Sales departments.”
“Karen is committed to investing in her people and spends alot of time thinking about
how to develop individuals, how to communicate effectively with them and how to meet
their needs within a business framework. She also looks at the impact of change on the
larger organization and looks at ways to manage the potential issues that change brings.
Karen is happy to allow her staff to be „experts‟ within their technical discipline and she
gives them space to use their expertise while guiding them from a management
perspective. This can be very liberating for individuals and allows them to flourish
under her guidance. She is very clear on what she expects from people and is balanced
in her feedback using a range of techniques to get the best from individuals.
Karen has a background of project and process management and she brings these skill
sets to all aspects of her work. She is methodical in looking at changes to the team,
business processes and at the introduction of new systems or products. She is able to
drill down into subjects and discover key areas of risk or concern. Karen then uses this
approach to plan for the future, putting together detailed plans for the business and
having clear goals and milestones for the team. Karen works hard to measure progress
in all areas of her work and reports back to senior management so that there is always a
sense of control and progress within her teams.”
FURTHER TESTIMONIALS
© Assiem Ltd
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