- Reading, particularly local history
- Knitting and crochet
- Painting
- Walking
Brenda Pennington
Stourbridge,West Midlands
Summary
Accomplished professional with extensive experience in social survey interviewing, customer service, and office management. Proven track record in conducting structured interviews for the Office for National Statistics, ensuring data integrity and confidentiality while adapting to various survey modes. Demonstrated expertise in customer service as a Sales Assistant at Boots the Chemist, enhancing customer satisfaction through effective communication and problem-solving skills. Skilled in managing sensitive information, active listening, and team collaboration, with a strong focus on attention to detail and multitasking efficiency. Career goal: To leverage comprehensive skills in data management and customer interaction to contribute to organisational success.
Overview
43
43
years of professional experience
Work History
Social Survey Interviewer
Office For National Statistics
04.2001 - Current
- Conducted structured interviews with respondents, adhering to survey protocol to maintain research integrity.
- Reached out to people by telephone, face-to-face, or virtual means.
- Asked questions following instructions to obtain specific information, including person's name, age and address.
- Identified and resolved inconsistencies in interviewees' responses by asking for appropriate explanations.
- Streamlined interview scheduling and coordination, optimising efficiency and minimising disruptions to candidates and internal stakeholders.
- Focused and observant of individuals' verbal and non-verbal communication cues such as tone, inflection and body language.
- Managed sensitive information with utmost confidentiality, complying with GDPR and ethical guidelines.
- Established rapport with respondents, creating a positive interview experience and reducing respondent burden.
- Demonstrated flexibility by adapting to various survey modes including telephone, face-to-face, and online platforms.
- Stored collected information confidentially and securely.
- Contacted individuals by telephone, mail and in person to schedule interviews at convenient locations including home and place of business.
- Engaged in active listening during interviews to accurately capture candidates' responses and probe further when necessary for clarification.
- Explained survey objectives and procedures to interviewees to facilitate comprehension.
- Explained importance of participation to eligible individuals to encourage enrolment and completion of interviews.
- Used computers and special forms to record, compile and code results from interviews and surveys.
- Assessed non-response and refusal rates, implementing strategies to reduce barriers to participation.
Sales Assistant
Boots the Chemist
Stourbridge
10.2020 - 03.2021
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Kept shelves neat, clean and organised through visual merchandising.
- Handled customer enquiries, providing prompt responses to questions about products and services.
- Assisted customers in locating products and provided detailed information to enhance shopping experience.
- Maintained a tidy and safe shopping environment, following health and safety guidelines.
- Handled customer returns, refunds and exchanges at customer service desk.
- Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.
- Replenished items and organised displays to keep stock looking professional.
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
- Managed stock levels on the shop floor, replenishing items to maintain availability.
Receptionist
Anna Lane Hypnotherapist
Stourbridge
12.1999 - 04.2020
- Welcomed guests and clients in friendly, positive manner.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Greeted visitors warmly, providing a professional first impression of the organisation.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Responded to email inquiries promptly, delivering clear and concise information to address queries.
- Handled confidential documents with discretion, following data protection guidelines to safeguard information.
Dental Practice Manager
JD Hull and Associates
Bartley Green
04.1997 - 08.1999
- Maintained strict confidentiality of patient records, adhering to GDPR and other legal requirements.
- Oversaw maintenance of practice facilities, ensuring a safe and welcoming environment for patients and staff.
- Scheduled, confirmed and re-scheduled appointments using booking system.
- Monitored and maintained inventory of medical supplies, placing orders before depletion to avoid service disruption.
- Addressed patient complaints with empathy and professionalism, restoring trust and safeguarding the practice's reputation.
- Managed daily operations within the practice, overseeing administrative and healthcare staff to optimise efficiency.
- Treated patients from different backgrounds with respect.
- Enforced adherence to Health and Safety statutory obligations and legislation, including risk assessment, accident reporting and investigations.
- Followed data confidentiality measures to secure healthcare user information.
- Organised continuing professional development CPD opportunities for staff, promoting a culture of learning and growth.
- Oversaw and managed daily practice operations, including staff scheduling, cash reconciliation and charge entry.
- Facilitated team meetings to discuss performance metrics, setting realistic targets for continuous improvement.
- Streamlined communication channels between administrative and clinical staff for better coordination of patient care.
- Analysed financial reports, identifying cost-saving opportunities without compromising on patient care quality.
- Established safe, secure setting to minimise patient anxiety.
- Oversaw appraisal and personal development programmes, including training and disciplinary procedures for staff members.
- Interviewed new and existing patients to obtain required personal information and medical history.
- Managed patient records system, ensuring confidentiality and compliance with data protection regulations.
- Managed daily operations of dental practice, including patient scheduling, staff rotas, and inventory control.
- Oversaw compliance with health and safety regulations, conducting regular audits to maintain practice standards.
- Fostered a positive work environment, leading to improved staff morale and reduced turnover rates.
Dental Receptionist
Bodner, Broman and Szuszkiewicz
Bury, Greater Manchester
07.1983 - 03.1997
- Processed payments for dental services, including cash, credit cards, and insurance claims.
- Answered incoming calls, handled inquiries, and provided detailed information about dental services offered.
- Answered patients' questions in person, by email, or by phone.
- Greeted patients upon arrival, providing a warm and welcoming atmosphere in the dental practice.
- Participated in staff meetings to discuss improvements in patient care and office efficiency.
- Liaised with dental laboratory services, ensuring timely delivery and collection of dental products.
- Maintained accurate and up-to-date patient records, adhering to confidentiality regulations and data protection laws.
- Treated patients from different backgrounds with respect.
- Coordinated communication between patients and dental professionals to optimise care delivery.
- Interviewed new and existing patients to obtain required personal information and medical history.
- Displayed caring and personable demeanour, establishing rapport quickly with clients.
- Provided administrative support to dental staff, including document preparation and management.
- Followed data confidentiality measures to secure healthcare user information.
- Adapted to shifting priorities to support team of health workers.
- Established safe, secure setting to minimise patient anxiety.
- Recorded and reviewed correspondence with staff and patients.
- Drafted and sent mass correspondence to registered patients.
Education
NVQ Level 1 - Classroom Assistant
Stourbridge College
Dudley2021
O Levels -
Ashmeadow High School
Bury1983
Skills
- Customer service
- Information confidentiality
- Active listening
- Data management
- Team collaboration
- Time management
- Record keeping
- Attention to Detail
- Multitasking efficiency
- Computer assistance
Interests
Timeline
Sales Assistant
Boots the Chemist
10.2020 - 03.2021
Social Survey Interviewer
Office For National Statistics
04.2001 - Current
Receptionist
Anna Lane Hypnotherapist
12.1999 - 04.2020
Dental Practice Manager
JD Hull and Associates
04.1997 - 08.1999
Dental Receptionist
Bodner, Broman and Szuszkiewicz
07.1983 - 03.1997
NVQ Level 1 - Classroom Assistant
Stourbridge College
O Levels -
Ashmeadow High School