Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
Generic

Carolyn Busby

Dover,Kent

Summary

Skilled professional specialising in claims processing and settlement negotiations, known for tactful assertiveness and professional empathy. Expertise in accurate record-keeping and complaints management, ensuring operational efficiency in high-pressure environments. Proficient in MS Office and computer systems, with strong decision-making abilities and resourcefulness. Focused on enhancing communication skills and maintaining composure.

Overview

28
28
years of professional experience
2
2
years of post-secondary education

Work history

Freight Claims Handler

P&O Ferries
Dover, Kent
03.2018 - 06.2025
  • Conducted thorough investigations into suspicious claims
  • Managed complex insurance claims, achieving successful resolutions.
  • Resolved numerous disputes
  • Maintained high accuracy while reviewing and validating claims documentation.
  • Processed outstanding claims to minimise backlog
  • Liaised with legal teams to assist in claim settlements.
  • Informed clients of claim updates and progress
  • Handled initial claims enquiries

Drug and alcohol worker

Forward Trust (formerly Turning Point)
Dover, Kent
04.2014 - 03.2018
  • Implemented relapse prevention plans
  • Offered harm reduction advice
  • Conducted individual assessments
  • Kept accurate records of patient progress
  • Referred clients to relevant support services
  • Managed caseloads efficiently
  • Conducted group therapy sessions for improved recovery outcomes.
  • Coordinated multidisciplinary team meetings r
  • Established trustful relationships with clients
  • Developed coping strategies for patients
  • Maintained confidential case documentation in line with data protection regulations.
  • Monitored service user progress, escalating concerns

Dedicated Detention Officer (DDO)

Kent Police
Canterbury, Kent
04.2013 - 03.2014


  • Transported prisoners securely to court appearances
  • Kept order in detention environment by enforcing rules and regulations
  • Maintained cleanliness standards throughout the Cells area
  • Demonstrated professionalism whilst dealing with agitated detainees
  • Conducted routine checks for potential security breaches
  • Performed regular cell searches
  • Maintained high levels of security by following strict protocols and procedures.
  • Ensured inmate safety through thorough monitoring and surveillance.
  • Searched arriving prisoners for contraband and placing valuables for safekeeping.

Prison guard

HM Prison Service
Canterbury, Kent
05.2006 - 03.2013


  • Facilitated communication between inmates and their legal representatives
  • Provided first aid treatment during medical emergencies until professional help arrived.
  • Handled conflicts amongst inmates, preventing escalation
  • Developed strong rapport with inmates
  • Transferred high-risk prisoners securely from one location to another.
  • Conducted thorough searches of cells for hidden weapons or drugs.
  • Maintained order within prison walls by enforcing rules
  • Supervised prisoner exercise time whilst maintaining a watchful eye for any potential problems.
  • Responded quickly to emergencies, maintaining calm under pressure.
  • Assisted in rehabilitation programmes
  • Managed meal distribution amongst inmates,
  • Prepared detailed reports of inmate behaviour for record keeping
  • Escorted prisoners to court hearings
  • Resolved incidents calmly
  • Built respectful but assertive relationships with prisoners, utilising innate negotiation training
  • Kept accurate and timely data in prisoner records
  • Performed thorough searches of prisoners and cells
  • Performed internal and external escort duties of prisoners
  • Supervised prisoners during mealtimes and recreation
  • Encouraged prisoners to participate in work and education programmes.
  • Managed prisoner grievances and complaints to conclusion
  • De-escalated threatening behaviours, using restraint techniques when necessary.
  • Observed prisoner conduct to detect suspicious behaviour.
  • Mentored individuals to minimise likelihood of re-offending.
  • Inspected integrity of locks, windows, doors and gates for security purposes.
  • Patrolled prison areas to prevent escapes and unauthorised access
  • Minimised disruption to other inmates when dealing with prison disturbances.
  • Monitored orderly visitations, observing encounters, enforcing rules

Governors Secretary

HM Prison Service
Canterbury, Kent
03.2004 - 05.2006
  • Preparing reports and documents.
  • Scheduled appointments for executive management team.
  • Facilitated efficient communication by managing correspondence via post and email.
  • Accurate minute-taking during meetings.
  • Utilised Microsoft Office Suite skills or presentations
  • Liaised with other departments to ensure smooth inter-departmental communications.
  • Provided administrative support for projects
  • Performed data entry tasks; ensured accurate record keeping
  • Updated files and records
  • Processed inbound communications
  • Photocopying, scanning and basic clerical support to help staff maintain smooth workflow.
  • Received requests for meetings and appointments, updated calendar and organised spaces and materials.

Administrator

KCA
Canterbury, Kent
06.2002 - 02.2004
  • Sorted incoming mail promptly
  • Managed office supplies inventory
  • Contributed towards a positive work environment by maintaining cleanliness and orderliness in shared spaces.
  • Maintained a well-organised filing system.
  • Handled sensitive information discreetly, maintaining confidentiality at all times
  • Improved record keeping system
  • Answered inbound phone calls
  • Oversaw database to maintain updated records and accuracy.
  • Collaborated with different departments
  • Took meeting minutes and distributed to core staff

Supermarket shelf stacker

ASDA
Canterbury, Kent
05.1997 - 06.2002
  • Updated pricing labels accurately, ensured alignment with POS system prices.
  • Assisted customers with product queries
  • Managed overstock efficiently, stored items in proper warehouse locations.
  • Managed evening re-stocking duties smoothly without causing disturbance to late-night shoppers.
  • Responded courteously to customer needs, directed them towards desired products if needed.
  • Worked well within the team to ensure tasks completed quickly and effectively.
  • Kept aisles obstruction-free and tidy
  • Rotated stock and checked sell by dates to minimise wastage.
  • Stocked and faced-up shelves to present merchandise effectively.
  • Recycled boxes and packaging to support sustainability.
  • Moved cages onto shop floor with minimal disturbance to customers.
  • Reduced shrinkage, following loss prevention procedures across all tasks.
  • Located and retrieved requested products on shop floor and in storage areas.
  • Operated Powered Pallet Truck to safely manoeuvre stock.
  • Reached high shelves by using ladders safely in store rooms.
  • Relocated misplaced stock to correct shelf.
  • Reported delivery damages to senior staff

Education

Diploma of Higher Education - General Reception

Canterbury Technical College
Canterbury, Kent
09.1982 - 07.1983

Diploma of Higher Education - Word for Windows 6.0 Advanced

Future Business College
Ashford, Kent
04.1996 - 06.1996

Nacro Prison Link Trained Officer Certificate - Housing Help and Advice

City & Guilds of London Institute
Newbold Revel, Rugby, Warwickshire
10.2007 - 11.2007

Level 1 Certificate - British Sign Language

Canterbury Technical College
Canterbury, Kent
01.2003 - 07.2003

Level 3 Certificate in Counselling Studies - Counselling

Counselling & Psychotherapy
Canterbury, Kent
10.2015 - 08.2016

Certificate of Training - Negotiator Training

Ministry of Justice
Croydon, London
04.2011 - 05.2011

Skills

  • Tactful assertiveness
  • Professional empathy
  • Claims processing
  • Accurate record-keeping
  • Negotiating settlements
  • Computer literate
  • Complaints management
  • Interpersonal communication
  • Resourcefulness
  • Calm in stressful situations
  • Decision making
  • Proficiency in ms office
  • Decision-Making competence

Affiliations

  • DIY
  • Gardening
  • Charity Work

Timeline

Freight Claims Handler

P&O Ferries
03.2018 - 06.2025

Level 3 Certificate in Counselling Studies - Counselling

Counselling & Psychotherapy
10.2015 - 08.2016

Drug and alcohol worker

Forward Trust (formerly Turning Point)
04.2014 - 03.2018

Dedicated Detention Officer (DDO)

Kent Police
04.2013 - 03.2014

Certificate of Training - Negotiator Training

Ministry of Justice
04.2011 - 05.2011

Nacro Prison Link Trained Officer Certificate - Housing Help and Advice

City & Guilds of London Institute
10.2007 - 11.2007

Prison guard

HM Prison Service
05.2006 - 03.2013

Governors Secretary

HM Prison Service
03.2004 - 05.2006

Level 1 Certificate - British Sign Language

Canterbury Technical College
01.2003 - 07.2003

Administrator

KCA
06.2002 - 02.2004

Supermarket shelf stacker

ASDA
05.1997 - 06.2002

Diploma of Higher Education - Word for Windows 6.0 Advanced

Future Business College
04.1996 - 06.1996

Diploma of Higher Education - General Reception

Canterbury Technical College
09.1982 - 07.1983

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Carolyn Busby