Chantelle Chand
West Midlands
Summary
Skilled professional with expertise in data analysis and handling, complemented by strong written and verbal communication abilities. Proven track record in building relationships and maintaining accuracy and efficiency in all tasks by demonstrating critical evaluation and decision-making skills under pressure. Focused on leveraging analytical capabilities to enhance strategic decision-making in fast-paced environments. Reliable and driven, bringing strong communication and critical thinking abilities from previous roles. Proficient in managing high-pressure situations and multitasking with precision. Committed to ensuring timely and accurate assistance, contributing to community safety and well-being.
Overview
12
12
years of professional experience
Work history
999 Call Handler
West Midlands Police
Birmingham
2025.03 - Current
- Following protocols strictly to ensure accurate assessments of emergencies.
- Maintaining a high level of professionalism while managing sensitive or traumatic situations.
- Documenting call details meticulously for future reference and investigation.
- Exceeding targets consistently without compromising on quality of service provided to clients.
- Showcasing excellent problem-solving skills for effective issue resolution.
- Streamlined processing by navigating multiple systems simultaneously during customer interactions.
- Ensured accurate record keeping through diligent note-taking during calls.
- Highly proficient at using policing systems e.g. PNC, Insight, Connect and Control Works.
- Apply and work to current local and national standards as applicable e.g.
Home Office Counting Rules
National Standards of Incident Recording
National Call Handling Standards
Force Contact Call Handling Standards. - Deal with and ensure that the appropriate manager is informed and updated regarding any issues pertaining to threat, harm, risk and vulnerability which are likely to impact on or affect service delivery and performance.
- Make clear, timely decisions ensuring all calls for service are assessed, graded and dealt with in line with the National Decision Model, THRIVE+ and force policy to a level which enables the safe and effective allocation of appropriate resources.
- Provide appropriate support, advice and/or guidance to victims and witnesses.
- Gather and record intelligence for the purpose of preventing, reducing and detecting crime.
- Maintain an up-to-date understanding and access of all operating systems, protocols, policies and procedures relevant to force contact responsibilities.
Customer Service Specialist (Business Banking)
Barclays PLC
2021.10 - 2025.01
- Ensuring that all activities and duties are carried out in full compliance with regulatory requirements whilst adhering to relevant Policies & Standards
- Managing a team-based portfolio of clients, using in-depth specialist knowledge across a range of supported products
- Ensuring vulnerable customers are identified and assisted appropriately and being able to handle issues and messages efficiently to best help our customers
- Help customers through challenging life events such as financial difficulty, being scammed or defrauded or a bereavement
- Liaising with members of different departments (KYC, Fraud) to correctly solve customers issues in a fast-paced environment
- Knowledge of different systems and software: DocuSign, FullServe & Companies House.
- Maximised customer satisfaction by resolving service issues promptly.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
Retail sales consultant
Latifs Retail
2015.07 - 2018.01
- Advising and assisting customers
- Handling complaints and forwarding serious issues to the manager on duty
- Demonstrating patience and remaining calm in a fast-paced environment
- Communicating effectively to managers and other staff members
- Handling day to day business transactions
- Efficiently working through daily business and customer needs.
- Adhered strictly to health safety regulations, promoting a safe shopping environment.
- Conducted regular stock checks for accurate inventory management.
Nursery Nurse
Small Talks Nursery
2014.06 - 2014.09
- To contribute a high standard of physical, emotional, social, and intellectual care for children in the Nursery
- Liaise with and support parents by providing in depth written reports to parents and guardians
- First aid / Safeguarding
- Recording medical information and maintaining accurate patient records
- Contribute to a programme of activities suitable to the age range and stage of development of children in my area, in conjunction with fellow colleagues
- Maintaining the early years foundation standards on child learning
- Ensuring the nursery is a happy, pleasant, and social environment always by demonstrating a strong sense of empathy and compassion
- Encourage children and their development through play, particularly during illnesses, and stimulating children with special and sensory needs.
Education
BA (Hons) Criminology with Psychology -
De Montfort University
Access to Higher Education Course – Law & Criminology -
Birmingham Metropolitan College
Caring for a family member -
Not in Education or Employment
Diploma in IT (Principal Learning Level 2) -
George Dixon Academy
BirminghamGCSEs -
George Dixon Academy
BirminghamSkills
- Excellent written and verbal communication skills
- Data handling / analysis
- Analytical and critical thinker
- Exceptional relationship building
- Computer literate and proficient with Microsoft Office (Excel)
- Attention to detail and target driven
- Inquisitive nature to investigate and solve problems
- Detail-Oriented recording
- Active listener and observant
- Ability to show compassion and empathy
- Excellent time management and organisational skills
- Safeguarding policy knowledge
- Confidential data protection
- Rapid decision-making capability
- Resilience under pressure
- Critical evaluation
Hobbies and Interests
I enjoy socialising with family and friends as well as meditating alone to build self-discipline and mental resilience. In my spare time I love to read and watch documentaries to encourage a deeper understanding of the topic and social issues. I love travelling to explore and experience new things as well as learning about diverse cultures and values.
Volunteer Experience
On a trip to India, I volunteered at a local school to help educate children on basic Maths and English skills. It was very rewarding and gave me a feeling of pride as I enjoyed the challenge of teaching the children a language that is foreign to them. It gave me the confidence to acknowledge I can make powerful decisions that can be life changing.
References
References available upon request.
Timeline
999 Call Handler
West Midlands Police
2025.03 - Current
Customer Service Specialist (Business Banking)
Barclays PLC
2021.10 - 2025.01
Retail sales consultant
Latifs Retail
2015.07 - 2018.01
Nursery Nurse
Small Talks Nursery
2014.06 - 2014.09
BA (Hons) Criminology with Psychology -
De Montfort University
Access to Higher Education Course – Law & Criminology -
Birmingham Metropolitan College
Caring for a family member -
Not in Education or Employment
Diploma in IT (Principal Learning Level 2) -
George Dixon Academy
GCSEs -
George Dixon Academy