Carole Cannon
Horsham,West Sussex
Summary
Dedicated professional with a strong foundation in customer service and communication skills. Possesses a genuine warm nature, always thinking of others and enjoys building rapport & encouraging/ motivating others at the first opportunity.
Knowledgeable about customer service, multitasking, and handling administrative tasks. Ready to use and develop interpersonal, time-management, and problem-solving skills, coupled with learning agility to adapt to new challenges.
Overview
8
8
years of professional experience
Work history
Receptionist (Amberley Castle Hotel)
Andrew Brownsword Hotels
Amberley, West Sussex
05.2023 - 07.2025
- Ensured a warm welcome & departure for all guests, establishing early rapport and being a point of contact throughout their stay.
- Increased efficiency by swiftly resolving any complaints/issues.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Used every opportunity to upsell to guests during their stay.
- Shared local knowledge by making recommendations for local tourist attractions/eateries.
- Coordinated office supplies orders to keep necessary materials available at all times.
- Embodied company values through friendly and reliable customer service.
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
Domiciliary Care Worker (temporary position)
Helping Hands
Horsham, West Sussex
08.2022 - 04.2023
- Facilitated open lines of communication between patients, families and medical staff ensuring comprehensive understanding of care processes.
- Fostered a comfortable environment for clients by promoting independence and dignity whilst performing daily duties.
- Assisted in maintaining social activities for elderlies which resulted in enhanced mood levels and overall happiness.
- Supervised activities that fostered independent living skills in individuals with learning disabilities leading to increased self-confidence.
- Organised regular feedback sessions with family members updating them on progress made thereby building trust and confidence in service provided.
- Contributed to clients' emotional health by providing companionship, conversation, and mental stimulation on a daily basis.
- Offered compassionate physical and emotional support to patients, enhancing overall health and wellbeing.
- Nurtured service users' confidence and independence, improving social rehabilitation for patients.
- Built rapport by showing genuine interest in clients life histories/hobbies.
- Coordinated effectively with district nurses, GP surgeries, family member and neighbours, all working towards the tailored wellbeing of each individual client.
- Maintained exceptional standards of patient care by administering medication, preparing meals and aiding with personal hygiene tasks.
- Handled end-of-life care including palliative support offering comfort during difficult times.
Contact Centre Officer (Fixed Term Contract)
Surrey Police
Guildford, Surrey
11.2021 - 07.2022
- First point of contact for members of the public calling 999/ 101.
- Assisted with incidents ranging from domestic violence/ RTC's/ burglary/ hate crimes/ missing persons/suicide and mental health issues.
- Built rapport during those times of need and identified best channels to provide support at critical times.
- Liaised with other forces in the South & Fire Brigade/ Ambulance/ Transport Police as and when incidents occurred.
- Treated callers with respect & always maintained confidentiality.
- Dealt with online queries/ signposting the public to various, more suitable resources.
- Created & updated crime reports/ incident reports. Responded to emails from the public/other forces and various third parties seeking information/assistance.
NHS Referrals Administrator (Long term temp role)
NHS CCG offices
Crawley, West Sussex
02.2020 - 10.2021
- NHS Referrals Co-ordinator/ Patient Information Point.
- Processing GP referrals towards local & London hospitals.
- Booking appointments, data entry and providing patients with information around hospitals and waiting times.
- Promoting excellent working relationships with GP surgeries and NHS Outpatient Booking Departments.
- Signposting patients to alternative services where appropriate.
- Chasing appointments with hospitals across the region to provide the best possible service to patients.
- During 2020/2021, book health workers in for COVID testing and helped establish administration teams in the COVID Vaccination Centres in Chichester/Brighton.
- Improved record keeping system with attention to detail and thoroughness.
- Enhanced team productivity for better project completion rates through effective schedule management.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Answered inbound phone calls, resulting in excellent customer service provided to patients.
- Fostered culture of inclusion and positive rapport through consistent team-building activities and inter-office competitions.
Complaints/Quality Manager
AIG Life
Reigate
12.2018 - 12.2019
- Managed a team of 12 including complaint handlers and departmental quality control assessors.
- Handled and monitored the AIG Life complaints process reporting on daily figures and identifying trends.
- Reported back to senior management and worked closely with other departments to minimise complaints.
- Daily monitoring of customer service quality across the customer service environment.
- Worked directly with team leaders to identify areas of concern and ways to reduce any poor quality.
Temporary Administrator Roles
Tate Recruitment
Reigate, Horsham, Dorking & Crawley, Surrey & West Sussex
09.2017 - 12.2018
- Various temporary administrative roles including, AIG Life, Southern Housing, Competent Adviser.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Sorted incoming mail promptly, reducing clutter and improving organisation in the workplace.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Prepared detailed reports for streamlined decision-making processes using various software applications proficiently.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Enhanced team productivity for better project completion rates through effective schedule management.
- Improved record keeping system with attention to detail and thoroughness.
- Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
Education
BSL (British Sign Language) Stage 1 & 2 -
Hotel City & Guilds Hotel Reception 709 - undefined
O Level/GCSE - English Literature, English Language, Geography
Skills
- Customer Service
- Communication Skills
- Confidentiality
- Problem Solving
- Innovation
- Creativity
- Microsoft Office
- Team Work
Timeline
Receptionist (Amberley Castle Hotel)
Andrew Brownsword Hotels
05.2023 - 07.2025
Domiciliary Care Worker (temporary position)
Helping Hands
08.2022 - 04.2023
Contact Centre Officer (Fixed Term Contract)
Surrey Police
11.2021 - 07.2022
NHS Referrals Administrator (Long term temp role)
NHS CCG offices
02.2020 - 10.2021
Complaints/Quality Manager
AIG Life
12.2018 - 12.2019
Temporary Administrator Roles
Tate Recruitment
09.2017 - 12.2018
Hotel City & Guilds Hotel Reception 709 - undefined
O Level/GCSE - English Literature, English Language, Geography
BSL (British Sign Language) Stage 1 & 2 -
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