Sinead Ord
Gateshead
Summary
Motivated and adaptable Customer Experience Trainer with a proven ability to design and deliver high-impact learning solutions across diverse teams and cultures. Experienced in leading onboarding, enhancing team performance, and aligning training strategies with business goals at Flutter UKI PLC. Recognised for building strong relationships, driving continuous improvement, and creating positive, supportive learning environments. Passionate about helping others grow, with a resilient, hands-on approach to problem-solving and team development.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work history
Customer Experience Trainer
Flutter UKI PLC
Leeds
12.2023 - 07.2025
- Lead onboarding and deliver engaging training for new hires and existing staff.
- Design and maintain up to date training programs and materials.
- Manage training schedules, attendance, and records.
- Collaborate with stakeholders to identify knowledge gaps and improve training effectiveness.
- Resolve tech support needs for new starters before their first day.
- Develop long-term training strategies across departments.
- Gather and apply feedback to refine training delivery.
- Promote company values, policies, and procedures through all training sessions.
- Participated in the recruitment process by interviewing candidates and providing hiring recommendations.
- Conducted competency based interviews for customer service/training roles in collaboration with hiring managers.
- Supported candidate evaluation during the hiring process, contributing to final decision-making.
Customer Experience Trainer
Flutter UKI PLC
Hyderabad
09.2023 - 03.2024
- Created tailored learning materials and custom training content to support agents from diverse cultural backgrounds.
- Delivered actionable insights and strategic recommendations during debriefs with stakeholders, driving continuous operational improvement.
- Led live operations with agility, adapting strategies in real time to meet evolving demands and maintain peak performance.
Customer Service Advisor
Sky Betting and Gaming
Leeds
06.2020 - 12.2023
- Assisted customers with betting and account queries efficiently and empathetically.
- Handled multiple customer contacts simultaneously using strong problem solving and critical thinking.
- Managed high priority cases, including safer gambling concerns and threat to life situations, with discretion.
- Demonstrated strong communication, teamwork, and leadership skills.
- Took on stakeholder management responsibilities, prioritising key customer concerns effectively.
- Responded promptly and accurately to customer service enquiries.
- Resolved complaints calmly and professionally, providing appropriate solutions to ensure customer satisfaction.
Education
BSc (Hons) - Sports Coaching
Leeds Beckett University
09.2015 - 09.2019
Academy for Sport Sports Coaching & Development Year 2
Gateshead College
01.2015 - 09.2015
Academy for Sport Sports Coaching & Development Year 1
Gateshead College
01.2014 - 09.2014
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Cardinal Hume Catholic School
01.2014 - 01.2014
Skills
- Excellent Communication Skills
- Strong attention to detail
- Leadership Skills
- Planning skills
- Creative
- Organisational skills
- Team player
- Cross-Cultural Team Support
- Problem Solving & Adaptability
- Stakeholder Collaboration
- Employee Engagement & Communication
Timeline
Customer Experience Trainer
Flutter UKI PLC
12.2023 - 07.2025
Customer Experience Trainer
Flutter UKI PLC
09.2023 - 03.2024
Customer Service Advisor
Sky Betting and Gaming
06.2020 - 12.2023
BSc (Hons) - Sports Coaching
Leeds Beckett University
09.2015 - 09.2019
Academy for Sport Sports Coaching & Development Year 2
Gateshead College
01.2015 - 09.2015
Academy for Sport Sports Coaching & Development Year 1
Gateshead College
01.2014 - 09.2014
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Cardinal Hume Catholic School
01.2014 - 01.2014
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