Clare Cullen

B.A. (Hons), CIPD, TEFL
Senior Management Associate, Spearhead Training, Qatar.

Clare is a graduate of Lancaster University in the U.K., as well as being a CIPD qualified trainer and TEFL teacher. This academic background, coupled with her multi-cultural experience of training and coaching, (from the U.K. to the Caribbean, and from Ireland to the Middle East) enhances Clare’s ability to get the best from her trainees in terms, of attention, interaction, retention, and the embedding of key learning points from her training.

Clare’s training career began in Dublin in 1999 with Conduit PLC (one of Ireland’s fastest growing companies at the time). With year-on-year growth in excess of 1,000%, training was a key element in the company’s phenomenal growth and success. Clare was responsible for the development and roll out of programmes for both Outbound Sales and Inbound Customer Service, within the company’s 1,500 seat call centre.

In 2004, Clare left Ireland for the challenge of working in the Caribbean, where she was contracted in Grenada to a company, initially working on the re-structure and review of its training curriculum, and later in supporting the set up of a ‘green field’ site in the Commonwealth of Dominica. This work also involved intensive training of call centre staff. During this time she developed and delivered courses that moved the Contact Centre of the organization, from a regional, ’small business’ mentality, to one that could operate effectively and competitively in its target market of the U.S.

Upon returning to the U.K. in 2005 Clare took up a position as Customer Service Coach with a large insurance company where she was responsible for introducing a new coaching and training culture throughout the organization. Whilst in this role, Clare spent much of her time ‘Performance Coaching’ staff in the areas of Customer Service, Lead Generation and Sales. Clare also worked closely with the Team Managers to help create a more harmonious, ‘Sales Through Service’ culture. The outcome of this was to develop and maintain higher performing teams in the organization.

Clare’s training philosophy is summed up in five words: 'Their success is my success'. This is a philosophy Clare has followed throughout her career as a Trainer and Coach. Being committed to excellent standards, understanding her trainees, and delivering above expectations is what Clare thrives on and what she consistently offers to her clients and delegates.

Clare is able to deliver the following courses for Spearhead:

Management & Leadership
> Coaching For Optimum Performance
> Supervisory Management Skills - For 1st / 2nd Level Supervisors
> Leading High Performance Teams

HR Management & Training
> Train The Trainer - Group Training Techniques

Customer Service
> Etiquette For Excellent Customer Service
> Improve Your Telephone Skills - ‘How To Win & Keep Customers’
> Telephone Skills & Customer Care

Sales & Marketing
> Improving Your Sales Skills - The Key Elements Of Successful Selling
> Managing A Successful Sales Team
> Presentation Skills - Making A Powerful Impact On Any Audience

Personal Development
> Brilliant Body Language!
> Be A Better Listener - Active Listening Skills
> Assertiveness Skills (& Dealing With Difficult Situations)
> Developing Effective Interpersonal & Communication Skills
> Stress Management
> Self & Time Management