Courtney Terri Sheldon

Within this Job I follow strict procedures to ensure targets, customer satisfaction, and correct procedures are met. I am expeditiously but steady to ensure all claims are ready, and processed to the assessments department, after ensuring all documents and data are met accordingly. I Process 120 to 140 Claims a day.

I plan and schedule my daily activities within my job role, to ensure all deadlines are met and completed within a timely manner. I ensure consistency with organising and following procedures and standards held within the company.

I Maintain accurate and timely records, files, and databases to ensure data integrity and compliance to follow the Data Protection requirements. I Continuously maintain our systems through accurate data entry. I Effectively allocate my time to address customer inquiries promptly so we can meet service level agreements (SLAs). I Flexibly adjust my plans and workflows to accommodate shifting priorities or unexpected customer demands.

Throughout the summary of my Job, I also do the following below:

• Manage and handle claims from initial notification through to final settlement, validating

policy cover and the claim.

• Liaising with customers and vets (via telephone and email) to fully articulate outcomes and

eligibility.

• Carry out investigations to ensure all relevant documents and information have been

evaluated prior to the decision on the claim.

• Analyse situations, identify issues, and find effective solutions to resolve claims queries

and complaints.

• Handle complaints constructively and in line within the company and Financial Conduct

Authority guidelines, escalating when a solution cannot be found.

• Ensuring that all fraud controls and processes are followed, delivering quality at every

touchpoint.

In this Job I Carry out impeccable Customer Service to All our New, Existing Customers, and Policy Holders. Complete Compliance, Admin, Emails, MTAs, Transfer of ownership Process, answering every and any customer queries, with a correct and detailed answer following procedure and process correctly.

I always Aim to Hit and exceed Company AHT Targets, Saving rate, Assisting customers’ needs through quoting a new policy, Completing terms and assumptions, ensuring customers understand the Policys they have and coverage levels, considering Vulnerable Customers and ensuring they are supported financially with our payment schemes, disability, or learning difficulties when communicating changes on the Policy, renewals, and informing information in the way that suits them best individually.

I Follow the correct procedures when changing our Customers Policies at request, processing MTAs, completing Underwriting forms when making changes, Changing Policy Product, lowering levels of cover or upgrading Policy. Including Changing Excess (Adding, increasing, or decreasing at renewal periods), adding a 20% co-payment to reduce renewal further. And removing or adding optional extras within this period of time, varying which Policy the Customer may be on.

Throughout working at Many Pets as a Customer Service Executive I have learnt the Following:

• Always Providing a Professional, Friendly, and Efficient Customer service

• Identifying Vulnerable Customers and Assisting them in any way to ensure they are understood, and in control of their Personal Policy, whilst being assisted and supported throughout every call, email, and interaction.

• Reviewing and actioning Complex Requests and referrals from customers, making the requested changes to their policy’s

• Creating New Policies, Quotes, Calculations, and Policy information (Completing Terms and Assumptions), Ensuring a high level of accuracy when Creating, Changing, or Reviewing customers documentation.

• Taking Manual Payments when Policies are in Arrears with outstanding payments or reviewing if the customer is eligible for our Payment scheme which supports them for up to 3 months or more if required. Pro-actively action and amending messages in the systems when payment has been made.

• Handling Cancellations, and Complaints constructively, Following correct process in line with Company Procedures, and FCA Guidelines, and escalating these when required.

• Supporting my Colleagues on a daily basis, to assist resolving queries, building knowledge, and achieving quality and compliance standards within the company.

• Handling a variety of claims that are existing and new to customers and Policy Holders, explaining how to claim, communication between the vets and claims department, and also confirming payments for claims. Also, providing the PH with reassurance with their timeframe of their claim and how much is remaining to claim on their Policy.

• Assisting all PHs and New Customers with VCC and flagging the Vulnerable aspects that may need further guidance with their individual plans, whether that be ensuring their disability is being cared for and appropriately dealt , and financial payments are being looked into. This includes setting up Deffered payments, informing missed payment timeframes, and re-instating policys due to vulnerable causes.

• I am Trained within many systems in this industry which include highly managed software, and data management, and processing.

In this Job Position I carried out Customer Service, Negotiating Price of Sale, Documentation, and Procedures. Within this line of work, I conducted the following:

• Opening and Closing any Branch I am allocated to on the day, doing key exchanges after shift.

• Calling Customers, conducting introduction to the Company, Explaining Process, and Requesting Documentation to bring when attending the Designated Appointment.

• Conducting the Correct Checks when presented with the customer’s vehicle looking for mild, Partial, or severe damage to all Pannels.

• Using specific Equipment such as paint detectors for all cars, to inspect filler inside the panels.

• Using a Grading system from 1 to 5, I will grade the vehicle depending on damage, mileage, engine faults, and mechanical issues Present.

• Speaking to the customer throughout conducting Process and informing them of any issues raised with the vehicle and having a general conversation.

• Scanning in documentation on the iPad and following correct protocol when using the system.

• Finalizing Process and retaining the Price I can offer to the customer for their vehicle, and explaining further to the customer why the price may be lower than they expected.

• Building report with the customer and making selling their car an easy and quick Process within 20 minutes.

• Securely lock all vehicles that have been purchased and follow scanning system to provide evidence of vehicles contained within the branch location.

• Hitting Company targets, and exceeding call times, and car purchases.

In this Job position I carried out selling customers their dream cars. Within this line of work which involves negotiating, problem solving, dedication, and Hitting Company Targets I carried out the following:

• Responded promptly to customer queries, ensuring resolution whilst upholding satisfaction levels.
• Prioritised important tasks effectively under pressure situations ensuring seamless operations during peak times.
• Navigated challenging negotiations, achieving successful deal closure without compromising on profitability.

• Formally greeting customers at the door and welcoming them into the Trade Centre, booking them into the system if they have an appointment.

• Building a report with the customers and gaining information on any requirements the car may need and specific details including mileage, specifications, MPG, and technical values of the car.

• Giving the customer exceptional service and negotiating the price of a car to meet the individual’s satisfaction.

• Closing deals with customers, filling out documentation, and ensuring the paperwork is correctly understood.

• Proceed with the documentation and hand it over to finance, giving them an idea of the customers’ requirements and any specific information required.

• Hitting the Company’s Targets and pushing myself to achieve further sales.

In this job position I support my clients who live in care, I follow procedures, requirements, and routine to provide the clients with a fulfilling and enjoyable life. I do the following in my job role as a Mental Health Support Worker:

• Follow individual clients’ routines, to provide a stable, safe, and fun day.

• Promoted safe environment by adhering to risk assessment guidelines.
• Documented progress notes meticulously, enabling accurate patient assessments.
• Supported individuals to improve their wellbeing with weekly goal-setting sessions.
• Built trustful rapport with clients through consistent reliability and patience.

• Encourage clients to do daily tasks individually if they have capability.

• Provide Personal and Oral Hygiene care to clients, following the correct policy and procedures throughout.

• Making breakfast, lunch, and Dinner for clients, providing nutritional food, and following their individual dietary requirements.

• Follow and fill in Care Plans , MAR Sheets, Medication Checks, and changes to Medication.

• Filling in financial paperwork morning, afternoon, and night.

• Following Health and Safety checks every Morning and Evening, including checks with escape routes, fire routine, temperature and heating checks.

• Taking the Clients out in the daytime to activities to mentally stimulate them and encourage independence when possible and safe to do so.

• Following up with meetings, emails, and new requirements made for the clients by management.

As a Pet shop assistant it was my duty to provide animal care and welfare. This follows from the Animal Welfare Act 2006. Throughout working at Pets at Home I had the following duty's which include:

• Welcoming customers into the store with a smile and polite greeting.

• Assisted customers with pet selection to better suit their lifestyle.
• Ensured customer satisfaction by providing excellent pet care advice.
• Handled customer queries efficiently resulting in enhanced satisfaction levels.
• Demonstrated proper animal handling techniques for customer peace of mind.
• Maintained clean and safe animal enclosures for optimal pet health.
• Cleaned animal areas, tanks and cages in line with agreed cleaning rota.
• Supported all aspects of shop activities including animal care, payment processing and customer service.
• Ensured shelves were consistently stocked with appropriate products and visual merchandising strategies were executed to maximum effect.
• Handled cash and card payments whilst maintaining till in balance even during peak times.
• Actively listened to customer issues and advised on pet maintenance, hygiene and feeding.
• Prioritised pet welfare by maintaining strong knowledge of animal care, nutrition and disease prevention.
• Maintained up-to-date knowledge on all product lines to expertly resolve customer queries.
• Labelled pets and pet food with warnings and advisory information to minimise accidents.

• Health checking all animals, checking eyes, nose, ears, mouth, and external body.

• Cleaning all animals enclosures thoroughly with correct cleaning products, leaving the enclosure clean and tidy.

• Giving customers advice on a large range of animals, including welfare, management, veterinary care, and more!

• Working on the till following correct procedures when giving refunds, vouchers, exchanges, and transactions.

• Encouraging charity donations with a positive attitude, fun activities for customers to interact, e.g tombola.

• Facing shelves and products to the edge, providing customers easier access for the products they require in store.

• Working in a team and supporting my colleagues with a range of tasks or information about animals.

As a Kennel Assistant it is my duty to provide the dogs daily exercise, feeding twice a day following correct dietary requirements for each individual dog. Whilst at the kennels I did the following:

• Clean the dogs kennels every morning and evening, following correct procedures when closing the dog shutters.
• Reading dogs body language, temperament, and profile to provide the best technique and care, as every dog is different.
• Assisting dogs in doggy day care, returning dogs to the kennels and letting them into the large outdoor fields.
• Greeting customers who bring their dogs, and providing the customers with the procedure, the routine, and how the dogs day is planned.
• Working as a team when with a range of dogs in the same field, for safety,

• Offered one-to-one attention to animals under care, fostering positive interactions between staff and pets.
• Improved dog hygiene through regular bathing and grooming tasks.
• Maintained a safe environment for dogs by sanitising toys and equipment regularly.
• Regularly monitored dog's health conditions, identifying potential issues early on.
• Provided emotional support to distressed animals during their stay at the kennel.
• Administered prescribed medication to canines, improving their overall health condition.
• Provided exceptional customer service for satisfied clientele base.
• Provided nourishing meals for the dogs, securing their health and well-being.
• Documented pet information accurately for clear record keeping.
• Reduced canine stress with appropriate exercise routines.
• Managed check-ins and check-outs of pets smoothly resulting in minimal disruption to daily operations.
• Enhanced dog training sessions, leading to improved behaviour over time.
• Cleaned and sanitised cages and runs, safely transferring animals between kennels.
• Supervised outdoor enclosures, runs and play areas to support animal safety.
• Comforted animals to reduce distress and prevent incidents.
• Examined animals during kennel checks and reported concerns to supervisors.
• Verified all kennel animals received consistent food and water according to care needs.
• Bathed and groomed animals to remove dirt and parasites and restore coat health.
• Supported fear-free treatment with approved stress-reducing techniques to calm animals.
• Completed pet intake paperwork and processes for accurate recordkeeping.
• Kept animal cages spotlessly clean to minimise infection risks.
• Checked animal coats for fleas and ticks, offering treatment advice.
• Planned proactively to meet busy grooming schedules.

As a Prison Officer it is my job to follow lawful order, Control Prisoners securely, and protect the public. I do a range of tasks within my position I hold. These can include the following:

• Escorts (External) and (Internal)

• Bed watch (Held within a Hospital)

• Constant watch (Suicide and Self harm)

• Healthcare Running

• Level A, Level B, and Strip Search.

Throughout my 3 months of Training and working within the Prison I have learnt a range of skills. I have learnt Personal Protection, including baton training, restraint, and pain techniques to use when required to do so if an incident was to occur. I have been in multiple use of forces within the Prison. I am confident to jump into any situation and put my experience into practice without hesitation.

I have dealt with a range of difficult situations as Prison Officer but have always remained Professional, Calm, and Effective with my choice of words. I am good at calming Prisoners down from various situation and stabilizing their mood. I am assertive, professional, caring, and empathetic. This is crucial when working in the Prison, as every day is different, and you never know what is going to happen.

I follow a range of regimes within the Prison, which holds over 200 people on my Wing. This includes medication, association time, feeding, and role check. The regime is followed twice a day, there are 4 landings within the Wing, and the Prisoners are split apart, some being let out in the morning and other in the afternoon. This is because of safety reasons, and sometimes only having 3 Officers running the Wing.

I have worked all around the Prison including a range of Wings, Healthcare, Constant watch, Escorts, Bed watches, visits, Video calls, family visits, and conducting searches on Prisoners. The Prison holds a range of documentation that needs to be filled in. This can include ACCT books, Post closures, Constant Watch Documentation, Intelligence Reports, IEPs, AFC check logs, and many more. It is crucial within the Prison that paperwork is filled in correctly, appropriately, and with the necessary amount of information included. The experience I have got from the Prison has made me very confident, a very effective communicator, and a physically strong individual.

Working as a Pet shop assistant I carried out the following tasks:

• Opening the shop up, cleaning the floors, and setting up the store to open.

• Handled daily cash transactions smoothly for efficient customer service.
• • Cleaning the animals, doing health checks, administering any medication required.

• Walking a range of dogs, collecting them from the owners’ homes, giving them their food and any required medication after their walks.

• Running the store as a till assistant carrying out refunds, purchases, and discounts for the customers.

Throughout working in this job, I greeted customers, helped them purchase food for their animals, and assisted them with support in regard to their animal’s welfare.

• Facilitated adoption processes, helping pets find loving homes.
• Conducted regular animal health checks with thoroughness and attention to detail.
• Handled customer queries efficiently resulting in enhanced satisfaction levels.
• Assisted customers with pet selection to better suit their lifestyle.
• Monitored and ordered supplies effectively to prevent stock shortages.
• Cleaned animal areas, tanks and cages in line with agreed cleaning rota.
• Supported all aspects of shop activities including animal care, payment processing and customer service.
• Maintained safe environments for pets whilst on walks.
• Displayed excellent time management skills to meet all scheduled appointments punctually.
• Respected community rules regarding leash laws and pet waste disposal showing civic responsibility.
• Established trust with dogs using patient approach, fostering strong relationships with pets under care.
• Provided quality dog walking services for client satisfaction.

Within this role I would greet customers daily, always with a smile. I made myself available when requested. This included specifically with the older generation when they were struggling with shopping and customers with disabilities. I supported customers with refunds, discounts, and coupons. I dealt with shop lifters, sometimes daily. I was great working within a team but also as an individual. I completed stock checks and worked as a till assistant.

I Completed the following during my work day :

• Balanced till at end of day, maintaining accurate records.
• Managed queue effectively during peak hours for seamless checkout process.
• Packaged customer items carefully, ensuing merchandise safety.
• Communicated product information to customers, driving informed purchases.
• Assisted customers with enquiries to enhance their shopping experience.
• Maintained clean and organised workspace to ensure efficient service.
• Resolved customer complaints professionally leading to higher retention rates.
• Handled returns and exchanges following company policies, resulting in satisfied customers.
• Enhanced customer satisfaction by promptly addressing issues and concerns.
• Handled high volumes of transactions during holiday seasons efficiently.
• Used Point of Sale system efficiently, speeding up transactions.
• Greeted each customer warmly, creating a friendly shopping environment.
• Took initiative in restocking shelves during downtime, enhancing product availability.
• Completed opening and closing procedures.

Within this job I ensured as the (coronavirus) was impacting the amount of people entering the store I was at the front to ensure the amount of customers were limited to 58 (Maximum 60), also speaking and reassuring customers whilst they que, to provide them with reassurance whilst the public may be stressed and impatient. Also, when customers are in the que or within the store to reassure them to keep a 2-meter distance and not to go over the required number of items.

The tasks which Carried out in my work day are the following:

• Taking all cardboard boxes, paper, and wrap/putting it into the crate and taking it to the bailer to get crushed

• Regularly updated shelf labels to maintain pricing accuracy throughout the store.
• Ensured optimal product placement for maximum sales opportunities.
• Maintained a clean and organised stock room ensuring easy access to products.
• Enhanced store aesthetics by arranging merchandise in an appealing manner.

• Changing the bailer once it was full, ensuring Health and Safety was always followed

• Carrying out stock control recording items within the crates and how many units there was and recording the information accurately.

• Recording the items in frozen section with how many crates were ordered and how many needed to go back into stock or written down if the required number of crates were not given

• Ensuring customers are given the required help if needed

• I ensured that I was fast paced and working to a high standard within the store

• Making sure all stock was flushed to edge and accessible to customers

• I made sure I was always on time, presentable and present when required to be and to bring a positive attitude towards myself, staff, and customers.