1. Rowena Khanna
ACC CMICS
Trainer/Facilitator
& Coach
Email:
thelearningspa@gmail.com
Mobile:
+44 (0) 7772 791 687
Office:
+44 (0) 1767 652 928
Trainer:
Over 20 years experience in
delivering high impact soft skills
and management development
courses
Coach:
ICF ACC Accreditation.
Performance and Executive
Coaching and Mentoring. NLP
Business Practitioner
Facilitator:
Trainer of trainers and passionate
about creative and challenging
facilitation
Designer:
Produces quality design of
inductions, bespoke courses and
team building events
specialist courses:
• Management Development
• Personal Development
• Coaching and Mentoring
• Presentation Skills
• Train-the-Trainer
• Facilitation Skills
• Customer Services
• Emotional Intelligence
• Communication Skills
• Team Development
• Performance Improvement
Rowena is a learning and development specialist with over 20 years
experience. She runs her own training company/coaching practice and
has broad experience working with leadership teams and managers in
both public and private sector organisations across the UK and overseas.
Excellent reputation as an Executive/performance coach and selected coach at the
London Business School. Since 2008 Rowena has run her own business offering
management development, personal development and coaching solutions.
recent projects:
Sales and Service
Dunelm – Design of ‘Sell More’ event for retail outlets.
Capita CM - O2 – Re-design of Induction programme and train-the-trainer upskill for
Capita design team.
Barclays Africa: Designer of a Complaints Handling and performance
improvement programme delivered in head offices and branches across the continent.
The result was a significant reduction in escalated complaints
• 9% less escalation upon year improvement
• 55,000 more compliments (an increase 48% over last year)
• 17% under what was forecasted (target of 20% as of end September
• Ombudsmen - originally they were number 1 for the wrong reasons – they have gone
from First to Worst
• Avoided costs –Fixed Charge - save us 1.2million rand - £85,000
Barclaycard USA: Designing 4 week global Customer Service Induction Programme so
that material reflected corporate values, increased the confidence and competence of
agents, trainers and coaches. AHT improved by 16 seconds saving approximately £35k
per induction group. Training Attrition went from 20% to 0% (both forced and unforced.
Absence improved and Engagement scores improved within training groups.
HSBC: Re-designing a 10-week induction programme for HSBC Direct in order to
ensure that the skills, knowledge and behaviours of the Customer Services Agents
reflect HSBC’s aim to deliver ‘superior customer telephone service’. Result was 8%
increase in sales and CSAT scores.
Talk Talk: Lead trainer for Performance Coaching for team leaders in South Africa.
The purpose was to embed skills such as the ability to control calls, build rapport,
respond to customer queries accurately and communicate and sell effectively. As a
result individual sales increased by 8% and retentions save rate increased by 12% over
a 6-week period.
https://www.linkedin.com/in/
rowena-khanna-acc-lion-aa60234

2. Leadership Management Development
Tomorrow Communications: Delivered a series of
management training days for a Technical Services Company
specialising in network and associated support services. The
result was that the management team was able to return
to the workplace with a renewed confidence in their people
management skills, which significantly improved their reputation
according to feedback from their clients.
Informa Group: Regularly delivers Management Skills
for Administrative Professionals and a variety of personal
development programmes attended by a range of companies
across the UAE. Clients include: Mubadalah, Abu Dhabi
Pensions, Dolphin Energy, Tawazun, UDC Qatar and Saudi Foods.
Civil Service Learning: Delivers regular management
programmes across all CSL organisations as part of a
transformation programme for the Civil Service.
Cultural Change and Employee Engagement
DWP: Lead facilitator for an innovative cultural change
programme with public sector leadership teams delivered at
all levels across four organisations. 50,000 people attended
a 5-day event which included coaching skills, team building,
organisational change models and performance management
tools. Rowena was part of a team of lead facilitators who
supported the trainers for the two-year rollout through daily
conference calls. As a result the programme pioneered a new
values-based culture and the reputation of public sector services
has significantly improved.
Executive Coaching:
CRUK: Working with Head of Events to improve his confidence
and personal impact. Result was a remarkable transformation
in the coachee’s confidence which led to a new role and has
inspired the next steps in his career progression.
McDonalds UK: Worked with Director of Operations to
improve his personal impact in meetings and presenting to large
audiences at conference level. Result was that he received very
positive feedback from the board of directors and his team and
his division’s results exceeded all other divisions.
Qualifications and Achievements
• ICF (ACC) Coaching Accreditation
• CIPD Certificate in Training Practice
• BA (Hons) Communication Studies
• NLP Business Practitioner
• CMI Coaching and Mentoring
• Diploma in Integrative Psychosynthesis and Counselling Skills
• World of Learning Awards finalist
Testimonials
“With recently being promoted to a more senior role
within the organisation that I work for, I felt there
was a need to invest further in myself. Working with
Rowena was a pleasure and a gift. I was impressed
how quickly she understood me and my needs.
She made me aware of my past issues and most
importantly my own qualities. Our one on one
sessions helped me to find answers and shed clarity
to my needs and self confidence to move forwards
and let the past go. My inhibitions and lack of
confidence about my new role disappeared and I am
now feeling able to progress with confidence.”
Director of Operations
McDonalds UK
“Working on this 10-day train-the-trainer programme
with Rowena has completely changed my
understanding of what training is! I now have the
confidence to coach in the moment and empower
individuals to take responsibility for their learning.
I particularly valued the practical listening and
questioning skills activities because I felt inspired to
become more present and develop my ability to listen
for facts and feelings.”
Dawn Hewison – Training Manager
Vodafone
clients include: