Your Name
Summary
Highly skilled professional with extensive experience in result-orientated environments. I have always thrived in working in a highly regulated sector that requires great resilience and high levels of communication. Have a great interest on personal and professional self-development. Now seeking a challenging role to further demonstrate and develop my wide range of skills.
Overview
15
15
years of professional experience
Work History
Work Coach
Department for Work and Pensions (DWP)
01.2023 - Current
- Effectively manage a diverse caseload of customers, tailoring support to individual circumstances to help them secure employment across various sectors
- Provide expert guidance, signposting customers to appropriate local authorities and support services
- Conduct one-to-one, goal-focused interviews, driving customer buy-in and engagement with action plans
- Collaborate with cross-governmental teams to deliver cohesive services
- Train and mentor new starters, ensuring seamless onboarding and knowledge transfer
- Utilise strong communication and organisational skills to meet key departmental objectives in a high-pressure environment
Case Manager
Department for Work and Pensions (DWP)
01.2018 - 01.2023
- Managed a high-volume caseload with a focus on achieving accurate, timely outcomes for complex cases requiring in-depth knowledge of government regulations and policies
- Acted as a key point of contact for vulnerable customers, demonstrating empathy and effective problem-solving skills to address unique challenges
- Ensured timely processing of payments, resolving discrepancies efficiently to maintain service quality
- Collaborated with cross-functional teams to enhance customer service delivery and operational efficiency
Medical Vetting Officer
Synexus Clinical Research
01.2016 - 01.2018
- Conducted detailed medical vetting interviews for clinical trial candidates, ensuring compliance with clinical and regulatory standards
- Managed data collection processes during and post-trial, ensuring accuracy for regulatory reporting
- Played a critical role in maintaining the integrity of clinical trial protocols while delivering high-quality patient interactions
Customer Service Advisor
Fast-Track Reclaim
01.2015 - 01.2016
- Conducted thorough investigations to resolve client complaints with financial organizations, managing cases end-to-end
- Demonstrated excellent attention to detail and communication skills while liaising with stakeholders to achieve favourable resolutions
Customer Service/Retentions Advisor
Virgin Media
01.2014 - 01.2015
- Retained customers by identifying and addressing their concerns, providing tailored product solutions
- Delivered excellent customer service, contributing to reduced rates and improved customer satisfaction
Senior Customer Service Advisor
Npower RWE
01.2012 - 01.2014
- Managed customer accounts, manually calculating energy consumption to address complex billing queries
- Successfully handled escalations in a high-profile department, showcasing strong problem-solving abilities
- Promoted within one year to support and guide the customer service team, acting as a mentor and providing frontline assistance
Assistant Project Coordinator
BME Network
01.2010 - 01.2012
- Designed and delivered community projects aimed at empowering women, coordinating with service providers to ensure successful implementation
- Managed marketing and promotion of events, delegating tasks effectively to ensure project goals were met
- Monitored project performance and provided comprehensive reports to stakeholders
Education
BA Hons - Public Relations/ Marketing
University of Teesside
01.2009
Access course - Business Studies
Middlesbrough College
01.2005
GCSE’s - 10 GCSE’s including 7 A-C grades
Macmillan College
01.1999
Skills
- High EI
- Complaint Resolution
- Effective Communicator
- Problem Solving
- High/Competitive Work Ethic
Accomplishments
- University of Teesside, Public Relations/ Marketing BA Hons, 01/01/06, 12/31/09, Achieved a 2:1 degree with honours
- Middlesbrough College, Access course- Business Studies, 01/01/04, 12/31/05
- Macmillan College, 10 GCSE’s including 7 A-C grades, 01/01/96, 12/31/99
References
Available upon request
Timeline
Work Coach
Department for Work and Pensions (DWP)
01.2023 - Current
Case Manager
Department for Work and Pensions (DWP)
01.2018 - 01.2023
Medical Vetting Officer
Synexus Clinical Research
01.2016 - 01.2018
Customer Service Advisor
Fast-Track Reclaim
01.2015 - 01.2016
Customer Service/Retentions Advisor
Virgin Media
01.2014 - 01.2015
Senior Customer Service Advisor
Npower RWE
01.2012 - 01.2014
Assistant Project Coordinator
BME Network
01.2010 - 01.2012
Access course - Business Studies
Middlesbrough College
GCSE’s - 10 GCSE’s including 7 A-C grades
Macmillan College
BA Hons - Public Relations/ Marketing
University of Teesside
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