Dawn Heesom
Golborne, Warrington,Cheshire
Summary
Detail-oriented professional with advanced manual dexterity and precise fine motor skills, honed through extensive experience in fused glass work. Demonstrates strong attention to detail, quality control, and process management, including kiln scheduling and material tolerance monitoring. Skilled in safe material handling, adherence to safety protocols, and executing accuracy-critical tasks with a methodical and patient approach. Proficient in quality inspection to ensure defect-free outcomes and experienced in working independently under minimal supervision. PC literate with basic proficiency in Microsoft Word, Excel, and Outlook. Calm under pressure with rapid decision-making capabilities, seeking opportunities to apply meticulous craftsmanship and process control expertise within a dynamic production or creative environment.
Overview
24
24
years of professional experience
10
10
years of post-secondary education
Work history
ICC Call Handler
North West Ambulance Service
Bolton, Greater Manchester
11.2025 - Current
- Offered empathetic listening ear to distressed callers, providing reassurances where necessary.
- Showed resilience under pressure, handling challenging situations with composure.
- Deescalated tense situations with calm, patient communication style.
- Cultivated positive working relationships with team members to promote effective collaboration.
- Managed high volume of calls daily for prompt service delivery.
- Maintained confidentiality and discretion with sensitive personal information of callers at all times.
- Ensured accurate record keeping through diligent note-taking during calls.
- Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
- Multi-tasked effectively whilst maintaining a professional demeanour at all times.
- Supported other departments with overflow calls during peak periods.
- Listened actively to caller concerns, questions and priorities.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Navigated stressful and unpredictable situations with calm and collected approach.
- Logged critical information onto computer system.
- Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
- Used strategic questioning to extract important details from callers to help plan responsive action.
Level 3 Teaching Assistant
Wigan Council
Wigan, Greater Manchester
09.2011 - 10.2025
- Contributed to curriculum development through regular team meetings.
- Conducted regular assessments of pupil progress, identifying areas needing further attention or reinforcement.
- Provided support for individual learners, boosting their confidence and academic performance.
- Promoted inclusivity within the classroom setting, ensuring equal opportunities for all students.
- Prepared visual aids and resources for lessons enhancing the efficiency of instruction delivery.
- Collaborated with teaching staff to develop tailored learning plans for students requiring additional assistance.
- Coordinated after-school clubs contributing to a well-rounded educational experience.
- Ensured classrooms were kept clean and organised, providing an ideal space for learning activities.
- Participated actively in school events supporting broader community engagement initiatives.
- Handled confidential student records accurately and securely adhering to data protection principles.
- Developed strong relationships with parents, updating them regularly on their children's progress.
- Built trusting, respectful relationships with pupils through attentive listening and communication abilities.
- Provided friendly, enthusiastic support to pupils in individual and group support settings.
- Responded to changing needs of pupils and staff to provide maximum help and support.
- Attended to younger children's basic physical needs and assisted in development of personal skills.
Level 2 Teaching Assistant
Wigan Council
Wigan, Greater Manchester
09.2010 - 08.2011
- Maintained sensitivity towards students with additional needs, continually improving their development and confidence.
- Tutored students individually and in small groups to reinforce learning concepts from core subjects.
- Provided safe, stimulating classroom environments to maximise student engagement and attainment.
- Cultivated close working relationships with students, teaching staff and parents.
- Prepared positive, productive learning environments with engaging wall displays and effective resources.
- Developed and nurtured excellent relationships with students and staff, enhancing positive learning environments.
- Managed administrative tasks, aiding smooth running of the class.
- Supported classroom teacher with behaviour management, promoting a positive learning environment.
Mortgage advisor
Santander UK
Wigan, Greater Manchester
12.2001 - 01.2010
- Streamlined application process to improve client experience.
- Ensured complete transparency in dealings, fostering trust and building long-term relationships with clients.
- Increased client satisfaction by providing clear, concise mortgage advice.
- Educated clients on various mortgage products to aid informed decision-making.
- Ensured compliance with regulatory standards throughout all procedures.
- Assisted clients to understand complex mortgage terms, enhancing customer confidence.
- Provided exceptional level of customer service at all stages of mortgage loan process.
- Reduced application processing time with effective document management strategies.
- Produced accurate documentation promptly, minimising delays in the lending process.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Optimised customer experience by tailoring responses to individual needs.
- Acted as first point of contact for customer issues and queries.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Managed high volume of inbound calls, ensuring swift response times.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Performed data entry tasks to keep records up-to-date and organised.
Education
Bachelor of Arts - 3D Design
Manchester Metropolitan University
Manchester, MAN 09.1997 - 05.2000
BTEC Foundation Art - Art
Wigan & Leigh College
Wigan, WGN 09.1996 - 07.1997
A-Levels - Art, Psychology, English Language
St Aelreds RC High School 6th Form
Newton-le-Willows, St. Helens 09.1994 - 07.1996
GCSEs - Maths, English, Science
St Aelreds RC High School
Newton-le-Willows, St. Helens 09.1989 - 06.1994
Skills
- High levels of manual dexterity developed through detailed fused glass work
- Precise fine motor skills gained through cutting, assembling and finishing fused glass components
- Strong attention to detail and quality control throughout production stages
- Process control awareness from managing kiln schedules, temperatures and material tolerances
- Safe handling of materials in controlled studio/workshop environment
- Strict adherence to instructions, processes and safety requirements
- Experience working independently with minimal supervision
- Methodical and patient approach to repetitive and accuracy-critical tasks
- Quality inspection of finished pieces to ensure accuracy and defect free outcomes
- PC literate with basic Microsoft Word, Excel and Outlook skills
- Calm under pressure
- Rapid decision-making capability
Affiliations
- 4th Dan Black Belt Shukokai Karate.
- Fused Glass Artist
Timeline
ICC Call Handler
North West Ambulance Service
11.2025 - Current
Level 3 Teaching Assistant
Wigan Council
09.2011 - 10.2025
Level 2 Teaching Assistant
Wigan Council
09.2010 - 08.2011
Mortgage advisor
Santander UK
12.2001 - 01.2010
Bachelor of Arts - 3D Design
Manchester Metropolitan University
09.1997 - 05.2000
BTEC Foundation Art - Art
Wigan & Leigh College
09.1996 - 07.1997
A-Levels - Art, Psychology, English Language
St Aelreds RC High School 6th Form
09.1994 - 07.1996
GCSEs - Maths, English, Science
St Aelreds RC High School
09.1989 - 06.1994