Adele Robinson
Blackburn,Lancashire
Summary
Experienced dispatcher with a proven track record of proactive decision-making and effective communication in high-pressure environments. Demonstrates strong independent and team-working skills, consistently meeting Home Office deadlines through excellent collaboration and trust in colleagues. Possesses extensive customer service expertise, praised for robust interpersonal interactions and achieving positive outcomes. Previous use of Microsoft Word, Excel, Teams, and various internal systems, showcasing adaptability to new technologies. Experienced in supervising staff and training, with a focus on continuous learning and workload management, with a view to 'getting the job done.'
Overview
30
30
years of professional experience
2
2
years of post-secondary education
Work History
Police Control Room Operator
Lancashire Constabulary
Hutton Lancashire, Lancashire
10.2003 - Current
- Working a number of different roles in a busy high pressured police control room. Roles include taking local and emergency calls. Observing risk and threat and prioritising police incidents on this basis, dispatching, and managing ongoing and developing police incidents whilst coordinating resources and other services and agencies as required.
- Effectively and quickly risk assessing all calls and incidents in order to prioritise a multitude of ongoing, time critical, fast developing live incidents promptly and safely, reducing potential risks to the public and officers, whilst managing a variety of available resources (immediate response officers, traffic officers, dog patrols, air support, armed response to name a few and also external agencies).
- Manage and control the ongoing fluid development of many police incidents co-currently with authority whilst adhering to the government's Home Office and local objectives, procedures and timescales, whilst running and completing ongoing requests and updates from officers, management and colleagues, ensuring all updates are delivered clearly, concisely, accurately and promptly both verbally and documented at all times.
- Collaborate with team members to obtain and deliver intelligence and information and obtain other resources and or external assistance quickly and effectively to achieve best outcomes.
- Deliver, receive and log accurate, concise and relevant intelligence, information and updates to and from officers on the secure police radio and from senior officers, management and colleagues.
- Enhanced efficiency with thorough observation and interrogation of control room equipment and information sources.
- Handle high call volumes (both local and emergency calls) with accuracy and efficiency, ensuring every caller receives the same professional response.
- Promptly identifying any risk and threat associated with all calls applying the correct Home Office time effective grade, logging and sending for dispatch.
- To handle all public and other agency queries with the aim of a first call resolution where appropriate.
- Take control of distressed, angry and confused members of the public using targeted question techniques and differing communication skills tailoring responses in-order to appease and deliver individual needs all whilst obtaining relevant information quickly, effectively and accurately conveying such information onto logs for dispatch, whilst delivering empathy, understanding and managing the callers expectations.
- Regular liaison with external agencies and other internal departments.
- Deliver clear and concise on the job training to new staff. Completion of training module workbooks, timelines and effective constructive feedback.
- Adapt quickly to changing work conditions and reflecting societal conditions demonstrating flexibility under high pressured situations.
- Work on a shift rotation, including weekends and public holidays to ensure a 24-7 support to all.
- Always adhere to policy and legalities particularly data protection at all times monitoring strict confidentiality.
- Display a professional, polite and understanding attitude towards my work, my colleagues, members of the public and the organisation at all times both in work and out of work, understanding how my conduct and behaviour can reflect upon the reputation of the organisation I represent.
Contact Centre Advisor
Capita - Criminal Records Bureau
Darwen, Blackburn with Darwen
09.2002 - 10.2003
- To promptly answer all calls and queries regarding Criminal Record Bureau issues
- To add all relevant criminal record applications to the internal database accurately and promptly.
- Adhered strictly to Data Protection Act guidelines during all interactions.
- Managed the vast array of questions and request from callers whilst upholding a proffesional attitude at all times.
- Participated in weekly meetings, fostering a culture of continuous learning.
- Deal with upset customers, sometimes difficult, ensuring conflict resolution.
- Acted as first point of contact for customer issues and queries.
- Built positive customer rapport through friendly, professional communication.
- Reduced customer wait times by adhering to call target timeframes.
Computer Room Supervisor
Parcelforce Worldwide
Blackburn, Blackburn with Darwen
02.1998 - 08.2002
- Input of all staff working hours and working out overtime and bonus payments.
- Producing concise reports for the accounts and finance teams. Documenting delivery and collection figures, key performance issues and costings.
- Cheks and maintenance of stock control for the whole depot, ensuring accurate record of invoices, purchase orders and any other documentation is issued to the relevant department.
- Preparation of all staff records, monitoring of staffing level requirements and budgeting for any staffing required. Arranging interview dates and agency staff as and when required and interviewing and training new office staff.
- Managing annual leave records and requests and any initial office staff disciplinary issues.
- Handled an extensive customer base dealing with any issues or queries that would occur whilst guiding all staff members in appropriate customer care procedures.
- Liaising with customer complaints and queries, dealing with public counter customers and input of driver manifests.
- Daily interaction with drivers and delivery depot staff.
- Arranging of all social activities such as the all important Christmas do.
Customer Service Assistant / Cashier
Mecca Bingo
Blackburn, Blackburn with Darwen
09.1995 - 02.1998
- To meet and greet customers ensuring every single persons visit was a positive one.
- To know prices of all tickets for every game session. Selling the varied ticket amounts and working out the cost of that purchase promptly.
- To keep a record of all sales and use this information to determine local prize money amounts and send national game sales to head office quickly allowing them to work out national prize money amounts.
- To sell change to customers as and when required.
- To read out winning ticket numbers and delivery back their prize money.
- To very quickly collect all money from cash games, cash up and document before the next game.
- To respond to any customer request politely, happily and promptly.
Education
NVQ Level 3 / 11 GCSE'S / BTEC Spanish - Various
Blackburn College and Queen's Park High School
Lancashire 09.1995 - 06.1997
Skills
- I have a proven track record of showing I can work proactively and my current role depends on working independently as well as working with a team I know what is required of me and deal with the task or issue as it arises As an example, in my current role I need to make quick and potential life saving, time critical decisions I decide what is required or who is best to deal myself without hesitation and execute that decision quickly and confidently
- I constantly have to work with and make contact with colleagues, officers, other departments and agencies I make contact and discuss what is required confidently and robustly I have a vast array of customer service experience and have received praised on how I interact with people and do get good results
- Many roles including my current role could not function without the assistance of colleagues and other people I have the trust and confidence in the people I work with and ensure effective communication to ensure the best outcome My current role as a dispatcher requires a team of staff working together to achieve the right result quickly Trust in the team is absolute key and my pass rate record of Home Office deadlines is excellent
- Over the years I have worked with a variety of IT applications, including Microsoft Word, Excel, Teams and an array of internal organisation specific systems showing I can quickly adapt to new technologies
- I have always managed my workloads well and shown I can adapt and learn new roles and systems quickly
- I have experience of supervising staff, training and my current PDR will reflect my interpersonal skills are excellent
Timeline
Police Control Room Operator
Lancashire Constabulary
10.2003 - Current
Contact Centre Advisor
Capita - Criminal Records Bureau
09.2002 - 10.2003
Computer Room Supervisor
Parcelforce Worldwide
02.1998 - 08.2002
Customer Service Assistant / Cashier
Mecca Bingo
09.1995 - 02.1998
NVQ Level 3 / 11 GCSE'S / BTEC Spanish - Various
Blackburn College and Queen's Park High School
09.1995 - 06.1997
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