Alix Welbourn
Portsmouth,Hampshire
Summary
I am an enthusiastic, dedicated and highly experienced individual with over 20 years experience in customer
service and administrative roles. I have a proven track record of delivering exceptional support and service
to customers. I am skilled in multitasking, problem solving and efficient management of my time whilst my
strongest skill is being great at building a rapport and positive relationships with customers and colleagues
alike.
Overview
18
18
years of professional experience
Work History
Care Navigator
Portsdown Group Practise
Portsmouth, Hampshire
04.2024 - Current
- Handling high volumes of incoming calls, ensuring prompt response time to answering both urgent calls, routine appointments and general enquiries.
- Asking open ended questions to astatine the level of urgency of the appointment needed and facilitate the most appropriate pathway for the most efficient route of care for the patient.
- Prioritising tasks during peak times ensuring smooth operation.
- Facilitating smooth communication between doctors and patients, leading to improved understanding of medical conditions.
- Assisting in the training of new staff members, contributing to team growth.
- Enhancing office productivity with effective organisation of appointments.
- Processing prescription requests promptly, enhancing customer service experience.
- Managing patient records to ensure accuracy and confidentiality.
- Maintaining high standards of privacy whilst handling sensitive information.
- Addressing patient concerns effectively, improving overall satisfaction levels.
- Responding calmly and compassionately in emergency situations.
- Ensuring patients felt at ease when discussing medical issues by showing caring an understanding of their needs.
- Offering further advice and education on additional services to best meet patient needs.
- Scheduling, cancelling and rearranging patient appointments using SystmOne booking system.
- Updating patient records for continued compliance with policies.
- Collaborating with medical staff to facilitate smooth patient flow and efficient clinic operations.
- Set new appointments, rescheduled appointments, and sent reminders.
- Supported needs of patients from diverse backgrounds and helped each person access medical services.
Sales administrator
Persimmon Homes
Eastleigh, Hampshire
02.2020 - 01.2024
- Completing weekly margins and sales reports for the Managing Director to tight Monday morning deadlines.
- Coordinating with the sales team, enhancing overall productivity.
- Inputting all finishing touch extra orders for purchasers to ensure they had their dream home as they had ordered it in time for completion.
- Liaising with solicitors and ensuring all legal documents were completed accurately to tight deadlines for completion.
- Managing office and sales offices on site stationary orders so ensure readiness for appointments on sites.
- Answering inbound phone calls, resulting in excellent customer service provided to clients.
- Improving record keeping system with attention to detail and thoroughness.
Customer Service Adviser and Contract Manager
Thomas Sanderson
Waterlooville, Hampshire
05.2015 - 06.2019
- Managing customer contracts from the agreed sale of window dressings to installation and any customer service queries deal with to the highest standard.
- Providing an outstanding customer service for a high end bespoke product.
- Third party supplier communication with factory, installers, surveyors and sales to ensure smooth and accurate installation
- Proactive customer communication.
- Calculating quotation, processing payments and dealing with debt collection calls.
- Responding to customer, installer and designer communications.
- Written and verbal Complaint and concern responses.
Customer Service Adviser and Deputy Team Manager
Scottish and Southern Energy
Havant, Hampshire
03.2007 - 04.2015
- Telephony general enquires customer queries. Building a strong rapport with customers to best understand their needs.
- Calculating bills, payment transactions, appointment organisation, processing, updating and monitoring meter reading for accurate billing.
- Troubleshooting Customer Complaints until resolved.
- Promoting and up-selling other SSE services and products.
- Coaching and training new employees.
- Overseeing quality of team under me.
- Testing and piloting new procedures and systems.
- Extra responsibilities such as Fire Marshal, ensuring up to date safety training and effective procedures for the team I was responsible for.
- Continuous improvements and Innovations in SSE processes and systems to constantly improve customer experience.
- My high level of customer service in resolving concerns often resulting in written thank yous.
Education
NVQ Level 3 - Beauty Therapist
Highbury College
PortsmouthNVQ Level 3 - IT
Highbury College
PortsmouthGCSEs - Maths, Science, English, French, Performing Arts, Religious Studies, Food Technology
City of Portsmouth Girls School
PortsmouthSkills
- Outstanding communication and customer service skills
- Calm under pressure
- Resourcefulness
- Fully IT literate with a wild knowledge of packages
- Full and clean driving licence
- Confident and friendly can-do attitude
Affiliations
- Enjoy long walks with my dog
- Stargazing and space
- Aerobics classes, gym and swimming
References
References available upon request.
Timeline
Care Navigator
Portsdown Group Practise
04.2024 - Current
Sales administrator
Persimmon Homes
02.2020 - 01.2024
Customer Service Adviser and Contract Manager
Thomas Sanderson
05.2015 - 06.2019
Customer Service Adviser and Deputy Team Manager
Scottish and Southern Energy
03.2007 - 04.2015
NVQ Level 3 - Beauty Therapist
Highbury College
NVQ Level 3 - IT
Highbury College
GCSEs - Maths, Science, English, French, Performing Arts, Religious Studies, Food Technology
City of Portsmouth Girls School
Similar Profiles
Kimberley BaverstockKimberley Baverstock
Lunchtime Assistant at Portsdown Primary SchoolLunchtime Assistant at Portsdown Primary School
Shirley ClarkShirley Clark
Medical Assistant (Certified Nurse Aide) at Ascension Via Christi Family Practise ClinicMedical Assistant (Certified Nurse Aide) at Ascension Via Christi Family Practise Clinic
Louis Kamijo-FlanaganLouis Kamijo-Flanagan
Administrative assistant at Tredegar PractiseAdministrative assistant at Tredegar Practise
Md Nahid TalukderMd Nahid Talukder
Depot operative at First Home ImprovementsDepot operative at First Home Improvements
Ehis Dennis EkairiaEhis Dennis Ekairia
Specialist Care Support worker at Social Care in ActionSpecialist Care Support worker at Social Care in Action