Amy Farquhar
Bo'ness,West Lothian
Summary
An attentive Call Handler versed in managing high-volume calls in a fast-paced environment for the Scottish Ambulance Service. Distils relevant details to address challenges and provide swift resolution. Supporting dispatch and service call operations to source timely and consistent service delivery. Motivated and eager to learn at any given opportunity. Excels in high-pressure environments with demonstrated attention to detail and calm approach to challenges.
I'm seasoned in unit supervision with focus on operational excellence and team leadership. Capable of driving productivity, maintaining high quality standards and fostering positive work environment. Unique strengths include strategic planning, problem-solving and communication skills.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Emergency Call Handler
Scottish Ambulance Service
South Queensferry, Edinburgh
03.2020 - Current
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Used calm phone manner to develop rapport and extract as much information as possible.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Processed information quickly in time-critical situations.
- Delivered life-saving instructions, including CPR, maternity and airway management.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
Unit Supervisor
Tenpin
Falkirk, Stirlingshire
06.2019 - 03.2020
- Supervised activities of workers and enforced safety regulations.
- Trained new hires and set up mentoring relationships to drive team performance.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Worked closely with management to manage staff levels.
- Day-to-day responsibility for the operational management of the unit.
- Constantly alert to all sales opportunities.
- Deputise in the absence of the Deputy Manager and General Manager.
- Performed cashing up duties at end of shift, ensuring till was in balance and earnings were recorded accurately.
Customer Service Assistant
Probowl
Falkirk, Stirlingshire
03.2014 - 06.2019
- Advised customers on availability, pricing and location of products.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Maintained a clean work environment, organising merchandise for visually-appealing displays.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Trained new associates on cash register operations, advising on appropriate handling of customer sales, refunds and cashing up.
- Handled in-person, email and mailed correspondence.
- Hosting individuals and parties whilst preparing and serving food and drinks.
Education
Higher National Diploma - Events Management
City of Glasgow College
Glasgow 08.2017 - 06.2019
Scottish Qualifications Certificate - Higher Business Management
Graeme High School
FalkirkScottish Qualifications Certificate - Higher Physical Education
Graeme High School
FalkirkScottish Qualifications Certificate - Higher Drama
Graeme High School
FalkirkScottish Qualifications Certificate - Higher English
Graeme High School
FalkirkSkills
- Customer Service
- Multitasking
- Organised
- IT and telephony systems knowledge
- Attention to detail
- Attentive listener
- Determination to learn
- Teamwork attitude
- Strong initiative
Timeline
Emergency Call Handler
Scottish Ambulance Service
03.2020 - Current
Unit Supervisor
Tenpin
06.2019 - 03.2020
Higher National Diploma - Events Management
City of Glasgow College
08.2017 - 06.2019
Customer Service Assistant
Probowl
03.2014 - 06.2019
Scottish Qualifications Certificate - Higher Business Management
Graeme High School
Scottish Qualifications Certificate - Higher Physical Education
Graeme High School
Scottish Qualifications Certificate - Higher Drama
Graeme High School
Scottish Qualifications Certificate - Higher English
Graeme High School
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