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
2018.03 - 2025.06
- 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
2014.04 - 2018.03
- 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
2013.04 - 2014.03
- 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
2006.05 - 2013.03
- 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
2004.03 - 2006.05
- 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
2002.06 - 2004.02
- 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
1997.05 - 2002.06
- 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 1982.09 - 1983.07
Diploma of Higher Education - Word for Windows 6.0 Advanced
Future Business College
Ashford, Kent 1996.04 - 1996.06
Nacro Prison Link Trained Officer Certificate - Housing Help and Advice
City & Guilds of London Institute
Newbold Revel, Rugby, Warwickshire 2007.10 - 2007.11
Level 1 Certificate - British Sign Language
Canterbury Technical College
Canterbury, Kent 2003.01 - 2003.07
Level 3 Certificate in Counselling Studies - Counselling
Counselling & Psychotherapy
Canterbury, Kent 2015.10 - 2016.08
Certificate of Training - Negotiator Training
Ministry of Justice
Croydon, London 2011.04 - 2011.05
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
2018.03 - 2025.06
Level 3 Certificate in Counselling Studies - Counselling
Counselling & Psychotherapy
2015.10 - 2016.08
Drug and alcohol worker
Forward Trust (formerly Turning Point)
2014.04 - 2018.03
Dedicated Detention Officer (DDO)
Kent Police
2013.04 - 2014.03
Certificate of Training - Negotiator Training
Ministry of Justice
2011.04 - 2011.05
Nacro Prison Link Trained Officer Certificate - Housing Help and Advice
City & Guilds of London Institute
2007.10 - 2007.11
Prison guard
HM Prison Service
2006.05 - 2013.03
Governors Secretary
HM Prison Service
2004.03 - 2006.05
Level 1 Certificate - British Sign Language
Canterbury Technical College
2003.01 - 2003.07
Administrator
KCA
2002.06 - 2004.02
Supermarket shelf stacker
ASDA
1997.05 - 2002.06
Diploma of Higher Education - Word for Windows 6.0 Advanced
Future Business College
1996.04 - 1996.06
Diploma of Higher Education - General Reception
Canterbury Technical College
1982.09 - 1983.07