Claire Bristow available

Claire Bristow

CRM Dynamics & Training Consultant

Profileimage by Claire Bristow CRM Dynamics & Training Consultant from various
  • various Freelancer in
  • Graduation: not provided
  • Hourly-/Daily rates: not provided
  • Languages: English (Native or Bilingual)
  • Last update: 10.04.2014
Application Rollouts, Coaching, Train the Trainer, Classroom, Workshops, Performance Management, Application Training Support, E-learning Facilitation / creation / design, Project Management, Training Management, CRM, Microsoft Dynamics, SharePoint, Training, E-Learning, Software Documentation, Employee Training, Training Delivery, Wiki Development, SharePoint Wiki, WebEx, Skype, Bespoke, User Acceptance Testing, Awareness Presentations, Department Creation, 1:1 Training / Coaching, Floor walking, Clinics, Budget Control, Training Strategies, Training Policies and Procedures, Appraisal Analysis, Career Progression Schemes, Course Design and Delivery, Training Evaluation, GAP/ KSA / Competence Mapping, TNA design and Analysis, Business Analysis, CRM Design and Configuration, Experido, 1st / 2nd and 3rd line CRM Support, Business Process, Business Workflows, CRM Workflows, Analysis, Process Improvement
CRM Dynamics Consultant and IT Training Consultant
10.2004 - today
Freelance CFM Dynamics Consultant and IT Training Consultant

Please see long term contacts for details of projects - in between these i have delivered adhoc courses to end clients mainly on Microsoft and CRM applications.
Information Technology and Services

World Energy Council
CRM Consultant
05.2013 - 11.2013
I was employed initially to look at their current CRM Dynamics environment and identify potential improvement areas that would benefit both the business and the users.

From a system perspective after talking to the business I created dashboards, views, team, workflows, dialogs created new entities and option sets to improve the data held on the screen and the analysis they could then do for themselves within CRM rather than going to external supplier for bespoke SSRS reports.

Some key items I 'developed' were;
* Workflows that captured the data a status changed and who changed it then recorded this into a new section on the system
* A dialog for staff to use from their user record to enter in time out the office - am now looking at phase 2 where it routes requests for approval
* Quick fill sections on forms for mandatory fields
* Implemented activity feeds
* A global search Entity
* An entity to capture session review forms and then Charts to generate the results
* New charts for all entities
* State / City / Province entity to be used on all records where there was an address field (to allow further analysis)
* After purchasing Xperido i was then different publications and documents from the CRM database pulling information for 5 plus entities into 1 place.
Oil & Energy
11-50 employees

Crown Agents
CRM Implementation and Training Consultant
04.2012 - 04.2013
Working on a Global Microsoft Dynamics 2011 CRM rollout I was involved with all aspects of the implementation including Business Analysis, Solution design, Solution configuration, Implementation and releasing to the different environments and then amending code where appropriate, creating global views and dashboard, configuring CRM express, designing and implementing the security roles, managing legacy data for cleansing and implementation, populating a training environment and producing scripts for data loads, designing full training workbooks, exercises, QRGs and supporting wikki.

Although previous roles had always been with a training focus due to my knowledge of the structure of CRM I was able to make an easy transition into this role when needs arose.

Holding discovery sessions with business units I designed a new section in the leads entity to capture new business and then created all the mappings so this could convert to a opportunity and pre populate the new opportunity fields with the lead information.

I integrated an auto number add in to provide opportunity numbers. The company currently has it opportunity process in an Excel spread sheet. I created fields in CRM so that for the interim all the current data can be recorded in CRM and ready for workflows to be created to manage the approval process.

I then delivered training globally to end users and created additional sessions for Local Champions which were both classroom based and WebEx Supported.
International Trade and Development
501-1000 employees

CRM Training and Support Consultant
07.2011 - 04.2012
Working on a Global Microsoft Dynamics CRM rollout I designed the training component. As the sole Trainer to support circa 6000 global users I followed a TTT approach for delivery and to support this created a Training and Information SharePoint Wiki (over 250 pages), byte size Elearning modules using captivate (over 150 items) and course materials, exercise books an post course exercise cards (over 100).

The time I was given for each course delivery was very ‘economical’ so I needed to maximise the content during the sessions as well as prepare people for continued learning after the session. I needed to design an approach for the supporting documents where I could make the team trainers / superusers responsible for their own continued learning.

My audiences were end users, Administrators, IT Suport, Marketing and ‘Sales’.

For a delivery phase I delivered In Hong Kong, Singapore, Australia, UAE, Ireland and UK over a very aggressive 10 week period. All courses were 100% hands on teaching my mixed audiences CRM structure, application process, new business principals and integrations with existing applications. The audiences were both enthusiastic and challenging and I was facilitating many discussions outside of the training course and potential approaches they could take for deployment going forward.

As a small team of 3 running the delivery rollout we all worked together and overlapped on roles so where necessary I also wore a hat of BA looking at getting structures and customisation correct on the application, support or managing and re running work flows and creating global views and also looking at data quality from legacy applications to migrate into the new application.
5001-10,000 employees

Reed Exhibitions
Training Consultant
04.2011 - 07.2011
Working on a global Salesforce CRM rollout creating training documentation, exercise packs and delivery of courses to end users and TTT in both the UK and regional offices. Working with the BA’s and PM’s for each of the countries being deployed and adapting the materials for both the different styles of training in the countries as well as the local changes they have in Salesforce. I was also introducing them to OBI reporting.
Events Services
1001-5000 employees

02.2011 - 03.2011
Following on from a Citrix and Office upgrade I was travelling around their Pilot Sites (branches) delivering ‘clinics’ on 2007, troubleshooting issues and providing 1:1 training and support.
Real Estate
10,001+ employees

Visa Europe
Systems Trainer
11.2010 - 02.2011
After passing Visa’s internal induction course I was working on a confidential project during its proposition stage. By using the projected documentation I identified the 15 courses for delivery, the audiences and then developed training approaches for each of the courses. I produced a full course package for our induction course to the stage where it is ready to pilot. Other courses were developed to the appropriate stage in relation to the project. E-Learning modules were highlighted and story boards designed and developed in a PowerPoint format for future conversion to E-Learning.
Financial Services
1001-5000 employees

Havering Council
Project training lead
10.2009 - 08.2010
I was employed to look after the training side of the implementation of Outlook 2007 and OWA 2003 for people migrating from GroupWise. I was involved in creating a UAT plan and implementing that together with writing all supporting documentation and designing, writing and publishing byte size E-learning . This was for Outlook 2003, 2007 and 2010 together with writing information in respect of the Government Secure Email requirements.

Continuing on from my previous project I created the communication rollout plan for the project and a high level deployment plan. 2 weeks before the pilot group I ‘saw’ the new desktop build that had no training / guides developed so then brought that under my umbrella to complete a full suite of ‘training’.

In preparation for our launch I developed a section on the intranet for guides, documentation, Elearning, FAQ’s and tip sheets. I also created a discussion forum for the project where i updated the ‘issues’ at the end of each day.

On the go live day I developed a walk through guide to take users through the new environment and complete various system tests. For the Outlook migration the walk through test was deployed using survey monkey for full branching so people only needed to check items relevant to them.
Government Administration
1001-5000 employees

Premier IT
Cerner project - St Georges hospital
03.2010 - 05.2010
Providing floorwalking support to the Trust. I was mainly based in the Emergency Department and was providing 2nd line support on the usage of the system as well as training the Doctors, Nurses and Admin staff in between patients. In quite periods I designed ORGs and process guides to trouble shoot department issues and ensure that data input was to required specifications.
Information Technology and Services
51-200 employees

Synergy Group
Cerner project - St Georges hospital
03.2010 - 05.2010
Providing floorwalking support to the Trust. I was mainly based in the Emergency Department and was providing 2nd line support on the usage of the system as well as training the Doctors, Nurses and Admin staff in between patients. In quite periods I designed ORGs and process guides to trouble shoot department issues and ensure that data input was to required specifications.
Staffing and Recruiting

Project Trainer
02.2009 - 12.2009
I was employed to develop a training suite with full documentation to compliment a UK wide IT upgrade and then to deliver the training.

The platform had 3 different builds Citrix, Zen Desktop and XP and was running office 2007 and Lotus Notes 8.5. The audience consist of 1100 people throughout the UK. The courses were run as ‘overview’ sessions with a team challenge to allow partial hands on knowledge transfer but full interaction.
10,001+ employees

Lloyds TSB
Training manager / lead
08.2008 - 11.2008
I was employed as an interim training lead to cover a period after the permanent member of staff had retired. I had a team of 5 – 8 direct reports, some of the team were shared utilisation they were split over 2 sites and a mix of both permanent members of staff and contractors.

Initially my role was troubleshooting as the training piece had missed some of its deliverables within the project timeline. The audience for delivery was circa 1400 people UK wide and the solution that had been offered to the company was a blended learning approach with E-learning and Classroom based courses.

I was managing a 3rd party E-learning company on the design of a course to be delivered and the training analysts to produce the work for submission. I rationalised the training time line to work with the UAT and Implementation sections of the project. Where the project TNA had not been explored in depth I revisited that and then presented a full training approach to the business for sign off.

I was managing the work of the training analysts but also their development. The team had been built of SME and Industrial Placement Students. To ensure that the final delivery of the courses in June 2009 was going to have continuity and the same level of competence and quality I created a training structure and standard documentation. Then on weekly workshops exploring the qualities of a trainer, the benefits of the documentation and how a learner digests and retains new information. In presenting session I was facilitating group feedback sessions.
10,001+ employees

QBE Regional Insurance
Training Consultant
11.2007 - 05.2008
I was employed as a lead trainer in a project team to roll out a new business platform throughout the company’s UK and European offices. The platform had 2 different builds citrix and vista and was running office 2007. The training solution started in the pilot phase as 1:1 training but as the number of people being deployed increased in the first and second phases the plan needed to be revisited and I brought in additional trainers to enable us to delivered a structured classroom approach over different training sites. Between us we ran an aggressive course schedule with the capacity to deliver to 180 people a week on each site.
10,001+ employees

Associate Trainer
07.2007 - 11.2007
I was employed on a short contract working on various client projects including;

NORTEL – 8 Weeks
I was one of 5 specialist CRM trainers delivering the new Microsoft CRM applications to the sales Reps. The training was conducted in Partnership with an internal member of staff who was delivering the new sales System. The courses were throughout the UK, Holland, Belgium, Sweden, Denmark and Dubai.

SHAREPOINT – Moss 2007
I designed and developed the SharePoint 2007 End User course and ran a TTT for other trainers within the company.

DEFRA – 6 Weeks
This was the first phase of a company wide roll out. There were 100 members of staff receiving a new computer upgrade to VISTA, Office 2007, One note, Communicator, Groove and Share point. I was providing 1:1 training / familiarisation to each user as their computer where migrated, floorwalking support, remote support via communicator and training sessions on SharePoint. This was based over 2 client sites. The delegates were Civil Servants ranging from contractors to Director Level.

I created a 60-75 minute seminar on “What is new in MS Office 2007 from a hints and tips perspective”. The seminar was aimed at upper mid-market and enterprise business end-users of MS Office 2007 i.e. PA’s, Sales Managers. The seminar was an interactive presentation style with slides and demonstrations focusing on key reasons why to upgrade to Office 2007, Intro to the Vista Desktop, Word, PowerPoint, Excel, Outlook, SharePoint and Groove

Using Articulate as a tool created online skills assessments for MS office 2007.
Education Management

Optimum Training
07.2007 - 07.2007
Providing floor walking in a excel seminar to 60+ banking graduates
Education Management

Adapt Ltd
07.2007 - 07.2007
Providing floorwalking and tip and advice to staff over 2 sites following an migration from Lotus Notes to Outlook
Education Management

S Three Plc
CRM Implementation Trainer
04.2007 - 07.2007
I was employed to work on the rollout of a bespoke Siebel CRM system across the groups 13 brands. The rollout will involve training over 1,400 staff in 44 offices in 7 countries. Prior to the launch of the system I was working on the logistics, evaluation, QRG’s together learning the day to day business of the recruitment industry the CRM application and additional modules that fed in / out of the main database.

Prior to the main delivery I was facilitating CBT sessions. The delivery was to large audiences and conducted in open plan offices outside working hours. I was lead trainer delivering to 68 delegates using multiple projectors and audio equipment whilst supported by floorwalkers. This was then complimented with floorwalking and 1:1 trouble shooting, data quality checking, data cleansing, offering best practice suggestions and teaching advanced queries.
Staffing and Recruiting

Freelance IT Trainer
04.2007 - 04.2007
MS Office and Bespoke training
Education Management

Learning & Development
01.2006 - 03.2007
My initial position included implementing polices and procedures, managing the budget and suppliers, analysing the current training situation and advising on improvements that could be implemented. Looking at the appraisal that had been completed and returned and analysing the training requirements to create a corporate training solution using in-house trainers, E-learning and out sourcing.

Initially I was mentoring and coaching of the departmental training officers in delivery, TNA / KSA analysis, presentation and interactive training. Revamping the existing corporate induction to ensure that the employees gained maximum benefit from the day making it participative. Writing / Developing a MS Office training solution, scheduling and delivering the courses.

As the position developed I designed and implemented a 3 month induction programme with a framework of supporting courses and workshops with electronic testing, designed and then managed the implementation of a new Performance Management system providing training for all employees, appraisers and appraisee and then delivering additional 1:1 sessions on behaviours and competencies when required.

I worked with a 3rd Party E-learning company and after negotiating contracts and rates managed the implementation of 2 new E-learning programmes to be completed by all staff. The E-learning initially was implemented for anti-money laundering but the new programmes included the data protection act, health and safety and also using the assessment tool I designed online assessments to compliment the induction course and other in house training courses. All of these training courses and assessments could be assigned to an employee on the SCORM training database that I managed within the L&D Department.
Financial Services
501-1000 employees

Freelance IT Trainer
0.2005 - 0.2006
MS Office and Bespoke training
Professional Training & Coaching

Freelance IT Trainer
0.2005 - 0.2006
MS Office and Bespoke training
Professional Training & Coaching

Adapt Ltd
Freelance Microsoft Trainer
12.2005 - 12.2005
MS Office and Bespoke training
Education Management

Queens Business and Secretarial College
Microsoft Teacher
01.2005 - 09.2005
MS Office and Bespoke training
Professional Training & Coaching

Freelance CRM Trainer
0.2004 - 0.2005
I provided freelance training for Dendrite. Dendrite are the software house for a pharmaceutical CRM system and also a reporting tool the extracts information from the CRM systems and from market information to produce penetration reports. The CRM application was delivered in various forms, laptop build, Tablet and also PDA and I trained all the different technologies.

The main audience I delivered the CRM training to was the sales reps for the pharmaceutical companies, whether they were new starters learning this as part of their induction programme or ex Doctors who had moved over to a sales role 20 years ago and had been doing the job manually since then.

The CRM training was not focused on what buttons to press but more from an angle on how entering the data correctly would not only reduce admin time and in turn give them more time for appointments but, to allow the sales person to provide a better ‘service’ to their contact by record visit information, schedule the next visit and via the system deal with the Head Office admin team to have documentation such as white papers sent direct to the contact.

Although the application had a core build each pharmaceutical company had their own bespoke version to suit the way they worked. What every build had though was the same reporting tool. The training for this was ideally delivered after the delegate had used the CRM system and had experience in putting in their data. Because of constraints to get a field based sales force off the road twice in a few weeks this reporting tool was commonly trained via web training. These reports allowed you to run your own pipeline queries but also to generate market penetration reports so see how you sit compared to your competition.
Information Technology and Services
1001-5000 employees

PSA Peugeot Citroën
Systems Training Manager
0.2001 - 0.2004
I was employed as the Systems Training Manager; on joining the company there was no UK office and an internal training department was a brand new concept. From scratch I set up the IT training department.

Training at the business launch was focused on business critical Bespoke CRM and Contract Management systems then incorporated Microsoft Office initially as classroom training and then as E-learning courses following the MOS and ECDL syllabuses.

My position at Banque PSA Finance was very varied and encompassed the full training cycle for 6 bespoke financial applications. I was responsible for all aspects of the bespoke applications, from scoping the course, developing TNA’s, implementing TNA’s, designing different courses aimed at each level, writing user guides, quick reference guides and training manuals, creating an intranet library to access training materials and step by step guides, and delivering or out sourcing the final course, post course quantification of learning, further on the job ‘clinic’s to resolve specific problems and learning gaps. Whilst writing my training courses and exercises I would be creating my own data for use within training so all aspects of the financial cycle were covered from creating to closing an account. (In previous companies I was involved with stock portfolio, tax and accounting systems) Training was delivered on Front and back office POS and CRM systems for the different departments within the Head Office, motor dealerships and field based staff.
10,001+ employees

Compuware Ltd
Training Specalist
0.1998 - 0.2001
I obtained the position of European Coordinator for manufacturing systems whilst working as a training specialist within the AIC. The position involved project work on 23 applications delivering, designing and updating training courses for the computer systems and, the mechanical devices that were used on the factory floor together with PeopleSoft for the Medical Departments.

By incorporating the usage of input / output devices and machines together with the computer system into the training courses, I was able to provide a complete training service from line operator to shift manager.

Discovered a need for post launch training which I coordinated for two of my systems for target audiences in the UK, and Europe, these courses were very successful and provided in excess of 50% of my total workload. This then evolved in creating an accredited Train-the-Train course for these applications`.
Computer Software
1001-5000 employees
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