Alexandria Robson
Stoke on Trent,Staffordshire
Summary
A dedicated professional and compassionate student of integrative counselling who enjoys taking on challenging new roles, harnessing interpersonal skills, collaboration and problem-solving. Has a strong foundation in customer service and account management, demonstrating strong communication and organisational skills while committed to provide outstanding customer service. Adept at building customer loyalty through empathetic communication, while maintaining confidentiality. Proficient in Microsoft Office including Excel and other computer programs, with a deep understanding of financial reporting, tax legislation, and local government finance including taxation and other revenue streams.
Career goals include advancing expertise in Psychotherapeutic Counselling techniques within a compassionate and culturally aware framework. Student member of the BACP, committed to practicing diligently within the BACP Ethical Framework. Offering strong foundation in empathy, active listening, and effective communication for supportive counselling and therapeutic practice.
Overview
15
15
years of professional experience
Work history
Volunteer Listener
Samaritans
Stoke on Trent, Staffordshire
10.2023 - Current
- Listen actively and empathetically to callers via phone, email, online chat, or in-person visits.
- Respond without judgment, advice, or personal opinions.
- Provide a safe and confidential space for individuals to express themselves.
- Engage in ongoing training, supervision, and reflective practice to maintain and improve listening skills.
- Follow Samaritans’ policies, guidelines, and procedures, including safeguarding, health & safety, and data protection.
- Maintain the highest standards of confidentiality and ethical practice.
- Respect callers' privacy and autonomy at all times.
- Work closely with other volunteers and branch leaders to ensure smooth shift handovers and consistent service delivery.
- Participate in regular team meetings and debriefings.
- Engage in ongoing training, supervision, and reflective practice to maintain and improve listening skills.
Revenue officer
Telford and Wrekin Council
Telford, Shropshire
10.2019 - Current
- Proposed enhancements in the audit process; subsequently improved accuracy.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Managed confidential taxpayer information, maintaining high level of trust and security.
- Negotiation of mutually agreeable payment plans to recover unpaid revenue.
- Assisted taxpayers with queries, improving customer service satisfaction levels.
- Collaborated with legal teams for successful prosecution of delinquent taxpayers.
- Signposting to appropriate organisations enabling customers to regain control over their finances.
- Handled sensitive customer data securely and confidentially in compliance with GDPR regulations.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Planned and executed training sessions for junior revenue officers, elevating team competency levels.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Handled disputes related to financial matters, accounts and taxation.
Payments Officer
Telford and Wrekin Council
Telford, Shropshire
09.2012 - 10.2019
- Facilitated smooth communications between departments for better coordination.
- Worked diligently under pressure whilst preserving high-quality output.
- Collaborated with colleagues for effective teamwork.
- Handled sensitive information with discretion and professionalism.
- Managed conflict resolution for maintaining peace in the facility.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
- Liaised closely with external agencies such as social services and housing departments, providing comprehensive support for individuals in need.
- Provided customer service to improve overall visitor experience.
- Improved team efficiency with regular training sessions.
- Maintained meticulous records to detail chain of evidence and reported crimes.
- Followed company policies, ensured regulatory adherence in all tasks performed.
- Assisted in resolving customer queries to maintain satisfaction.
- Prioritised workloads to meet strict deadlines.
Site Administrator
Lakesmere Ltd
Wolverhampton, West Midlands
02.2011 - 11.2011
- Liaised with contractors for timely completion of tasks.
- Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
- Managed correspondence with clients, suppliers and workers, promoting effective communication channels.
- Organised site inspections with strict adherence to quality standards.
- Established efficient work schedules that facilitated deadlines met on time.
- Coordinated maintenance schedules for optimal site productivity.
- Maintained filing system, ensuring easy access to vital company documents.
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Drafted documents and reports for management review.
- Provided support to project managers, enhancing overall project execution.
- Ensured site safety by conducting regular risk assessments.
- Streamlined document control processes, increasing work efficiency.
- Managed office supplies, resulting in smooth administrative functions.
- Monitored stock levels of essential materials, preventing supply delays.
- Monitored inventory needs and worked with procurement team to facilitate supply chain operations.
- Improved communication with multi-disciplinary teams to enhance project efficiency.
- Directed maintenance works on the premises ensuring a safe working environment.
Office Manager
Thomas Vale Construction
Wolverhampton, West Midlands
03.2010 - 11.2011
- Maintained company records in compliance with legal requirements.
- Managed supplier relationships to secure best pricing and service delivery.
- Worked to facilitate positive, productive working environments through reliable administrative support.
- Liaised with external vendors and service providers to address on-site maintenance and repair needs.
- Updated office policies to reflect changing business needs and regulations.
- Worked with HR to maintain accurate and confidential employee records, enforcing compliance with regulatory standards.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Resolved employee conflicts with tactful mediation strategies.
- Facilitated staff training sessions to enhance productivity and job satisfaction.
- Administered payroll system efficiently, avoiding errors or delays in payment cycle.
- Organised staff holiday schedules without disrupting workflow continuity.
- Ensured smooth day-to-day operations with diligent oversight of office tasks.
- Coordinated team meetings for effective communication and project alignment.
- Improved office efficiency by streamlining administrative procedures.
- Liaised with IT department to rectify technical issues promptly.
- Prepared detailed reports for senior management's strategic planning.
Education
Post-Graduate Diploma - Psychotherapeutic Counselling
Staffordshire University
Stoke-on-Trent 09.2024 -
Certificate of Higher Education - Counselling
Staffordshire University
Stoke-on-Trent 09.2022 - 06.2023
Certificate of Higher Education - Introduction to Basic Counselling Skills
Staffordshire University
Stoke-on-Trent 04.2022 - 06.2022
GCSE - English Language
Burton Borough School
Newport, Telford and Wrekin 09.1996 - 06.2027
GCSEs - English Literature
Burton Borough School
Newport, Telford and Wrekin 09.1991 - 06.1996
GCSEs - English Language
Burton Borough School
Newport, Telford and Wrekin 09.1991 - 06.1996
GCSEs - French
Burton Borough School
Newport, Telford and Wrekin 09.1991 - 06.1996
GCSEs - Mathematics
Burton Borough School
Newport, Telford and Wrekin 09.1991 - 06.1996
GCSEs - Desigh Technology
Burton Borough School
Newport, Telford and Wrekin 09.1991 - 06.1996
GCSEs - Double Award Science
Burton Borough School
Newport, Telford and Wrekin 06.1991 - 09.1996
GCSEs - Geography
Burton Borough School
Newport, Telford and Wrekin 06.1991 - 09.1996
Skills
- Outstanding Customer Service
- Cultural awareness
- Resilience to stressful situations
- Non-Judgmental attitude
- Therapeutic communication
- Boundary setting
- Empathetic communicator
- Compassionate care
- Resourcefulness
- Knowledge of GDPR guidelines
- Understanding of dsm-5
- Customer loyalty building
- Supportive counselling
- Ethical standards adherence
- Ethical integrity
- Referral network utilisation
- Therapeutic practice
- Safeguarding procedures
- Behavioural observation
- Mental health awareness
- Confidentiality maintenance
- Coaching and team building
- Account management
- Computer literate
- Microsoft office mastery
- Excel proficiency
- Financial reporting
- Tax legislation understanding
- Local government finance understanding
- Debt recovery techniques
Affiliations
- Gardening
- Walking
- Reading
- Music
Driving Lisence
Holds a full clean driving license, with own car and business insurance
References
References available upon request.
Timeline
Post-Graduate Diploma - Psychotherapeutic Counselling
Staffordshire University
09.2024 -
Volunteer Listener
Samaritans
10.2023 - Current
Certificate of Higher Education - Counselling
Staffordshire University
09.2022 - 06.2023
Certificate of Higher Education - Introduction to Basic Counselling Skills
Staffordshire University
04.2022 - 06.2022
Revenue officer
Telford and Wrekin Council
10.2019 - Current
Payments Officer
Telford and Wrekin Council
09.2012 - 10.2019
Site Administrator
Lakesmere Ltd
02.2011 - 11.2011
Office Manager
Thomas Vale Construction
03.2010 - 11.2011
GCSE - English Language
Burton Borough School
09.1996 - 06.2027
GCSEs - English Literature
Burton Borough School
09.1991 - 06.1996
GCSEs - English Language
Burton Borough School
09.1991 - 06.1996
GCSEs - French
Burton Borough School
09.1991 - 06.1996
GCSEs - Mathematics
Burton Borough School
09.1991 - 06.1996
GCSEs - Desigh Technology
Burton Borough School
09.1991 - 06.1996
GCSEs - Double Award Science
Burton Borough School
06.1991 - 09.1996
GCSEs - Geography
Burton Borough School
06.1991 - 09.1996
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