Dawn Matthews
Mountain Ash,Rhondda Cynon Taf
Summary
Detail-oriented professional with expertise in communication, active listening, and report writing, demonstrating high literacy and numeracy standards. Proficient in IT systems, including Microsoft Office and specialised casework software, with a strong understanding of GDPR and data protection regulations. Adept at both team collaboration and independent working, showcasing adaptability and reliability in advocacy and welfare advice environments. Committed to leveraging skills to contribute effectively to organisational goals while maintaining high standards of accuracy and confidentiality.
Overview
1
1
Certification
12
12
years of post-secondary education
39
39
years of professional experience
Work history
Project Generalist Adviser
Citizens Advice RCT
Mountain Ash, Rhondda Cynon Taf
2021.04 - Current
- Support welfare benefits, housing, consumer, employment and debt concerns through face-to-face, digital, or telephone interviews.
- Conduct comprehensive assessment of clients' needs to provide targeted advice.
- Drive income maximisation by completing benefit checks and relevant applications.
- Support advocacy by drafting correspondence, placing calls, and negotiating with third party agencies e.g. DWP.
- Maintain accurate case records for continuity, statistical monitoring, and GDPR compliance.
- Write and facilitate training sessions to enhance team capabilities.
- Manage multiple cases simultaneously for effective client service.
- Establish strong relationships with other organisations and partners through excellent customer service skills.
- Consistently adhered to strict confidentiality protocols whilst dealing with sensitive information.
Administration Officer
Citizens Advice RCT
Mountain Ash, Rhondda Cynon Taf
2020.04 - 2021.04
- Provided front line support to visitors and signposted clients to appropriate services and booked appointments
- Provided advice support, data entry and managed electronic appointment diaries.
- Collated data for statistical reports for monitoring and funding requirements.
- Ensured accuracy of data with meticulous record keeping.
- Handled confidential documents discreetly ensuring security at all times.
Public and Patient Engagement and Scrutiny Officer
South Glamorgan Community Health Council
Cardiff, South Glamorgan
2017.11 - 2020.04
- Organise volunteer members for monitoring and scrutiny visits across NHS Wales premises.
- Review and quality assure written reports for clarity and accuracy.
- Coordinate engagement events within the information sharing programme.
Performance and Information Senior Support Officer
QAIS, National Collaborative Commissioning Unit
Cardiff, South Glamorgan
2018.08 - 2019.08
- This was a 12 months sabbatical placement
- Collated accurate and timely performance information from collaboratively commissioned services and University Health Board's to share with the National Collaborative Commissioning Unit (NCCU) for quality assurance purposes.
- Updated internal databases regularly for accurate record-keeping.
- Developed strong working relationships with stakeholders to foster cooperation.
Research officer
Board Office, Community Health Council
Cardiff, South Glamorgan
2013.02 - 2017.11
- Compiled strategic NHS Wales health issue information into written reports.
- Prepared press releases and social media content for accurate website updates.
- Collaborated with multidisciplinary teams to facilitate robust research projects.
- Managed complex databases with comprehensive data entry and cleaning protocols.
Research Assistant
University of South Wales
Cardiff, South Glamorgan
2012.02 - 2013.02
- Organised conferences, events, and meetings from planning through delivery.
- Maintained website content and administered social media accounts daily.
- Prepared detailed reports summarising research findings to facilitate decision-making.
- Assisted in grant applications, secured funding for critical projects.
English Language and Linguistics Lecturer
University of Huddersfield
Huddersfield, West Yorkshire
2006.10 - 2012.02
- Planned, designed, and delivered modules across English language and linguistics.
- Supervised Year 3 project work and dissertations while providing pastoral support.
- Attended student recruitment events and coordinated conference organisation activities.
Visiting Lecturer English Language and Linguistics
University of Chester
Chester, Cheshire
2010.09 - 2011.09
- Led seminars and workshops related to course content, deepening understanding of subject matter.
- Supervised student projects, fostering independent thinking and research skills.
- Developed course materials to facilitate learning.
- Enhanced student understanding by delivering engaging and informative lectures.
Production Planner
Surface Technology Systems
Newport, Gwent
2000.09 - 2002.09
- Plan component procurement for semi-conductor production facility, using approved supplier options.
- Line managed two members of staff to support daily procurement activities.
- Improved production scheduling by implementing effective planning strategies.
- Organised regular stock checks to maintain optimal inventory levels.
Production Controller
British Airways Avionic Engineering
Pont-y-clun, Rhondda Cynon Taf
1997.02 - 2000.09
- Planned day-to-day production timing for two workshops in the avionic repair facility.
- Coordinated aircraft equipment dispatch against the master production schedule and deadlines.
- Ensured safety regulations adhered to throughout the manufacturing process.
Assistant Planner Buyer
British Airways Avionic Engineering
Pont-y-clun, Rhondda Cynon Taf
1995.07 - 1997.02
- Procured expendable items for mainline aircraft and Concorde airframes daily.
- Managed ordering of expendables supporting fleet readiness across mainline and Concorde.
- Assessed potential suppliers, ensuring quality and reliability.
- Identified new vendors whilst researching competitive markets globally.
Customer Support Officer
British Airways Avionic Engineering
Pont-y-clun, Rhondda Cynon Taf
1994.09 - 1995.07
- Responded promptly to client inquiries via email or phone, leading to greater trust from clients.
- Managed large volume of incoming calls, ensuring quick response times.
- Increased customer satisfaction by efficiently resolving complaints and queries.
Commercial Property Management Assistant
Brinsons Chartered Surveyors and Estate Agents
Caerphilly, Caerphilly County Borough
1987.09 - 1994.09
- Managed a portfolio of 100+ commercial properties and coordinated day-to-day lettings.
- Collected marketing rents, processed lease renewals, and scheduled rent reviews.
- Liaised with clients and customers on property management enquiries and issues.
- Kept files organised and up-to-date for accurate record-keeping purposes.
Education
Postgraduate Certificate - Professional Development
University of Huddersfield
Huddersfield 2008.09 - 2009.09
Master of Arts - Language and Communication Research
Cardiff University
Cardiff 2005.09 - 2006.05
Bachelor of Arts - Language and Communication
University of Glamorgan
Pontypridd 2002.09 - 2005.06
Certificate of Higher Education - Production and Inventory Management
Barry College of Further Education
Barry, Vale of Glamorgan 1996.09 - 1997.09
A-Levels - History
St Martins Comprehensive School
Caerphilly, Caerphilly County Borough 1985.09 - 1987.06
O-levels - Maths, English language, English Literature, History, Welsh, French, Needlework
St Martins Comprehensive School
Caerphilly, Caerphilly County Borough 1980.09 - 1985.06
Skills
- Communication and active listening
- Adaptability and reliability
- Report writing with high literacy and numeracy standards
- Team collaboration and independent working
- GDPR and data protection knowledge
- IT proficiency in Microsoft Office and in-house data recording/casework software
Certification
Fellow of The Higher Education Authority (FHEA)
Member of the Institute of Linguistics (MIOL)
Timeline
Project Generalist Adviser
Citizens Advice RCT
2021.04 - Current
Administration Officer
Citizens Advice RCT
2020.04 - 2021.04
Performance and Information Senior Support Officer
QAIS, National Collaborative Commissioning Unit
2018.08 - 2019.08
Public and Patient Engagement and Scrutiny Officer
South Glamorgan Community Health Council
2017.11 - 2020.04
Research officer
Board Office, Community Health Council
2013.02 - 2017.11
Research Assistant
University of South Wales
2012.02 - 2013.02
Visiting Lecturer English Language and Linguistics
University of Chester
2010.09 - 2011.09
Postgraduate Certificate - Professional Development
University of Huddersfield
2008.09 - 2009.09
English Language and Linguistics Lecturer
University of Huddersfield
2006.10 - 2012.02
Master of Arts - Language and Communication Research
Cardiff University
2005.09 - 2006.05
Bachelor of Arts - Language and Communication
University of Glamorgan
2002.09 - 2005.06
Production Planner
Surface Technology Systems
2000.09 - 2002.09
Production Controller
British Airways Avionic Engineering
1997.02 - 2000.09
Certificate of Higher Education - Production and Inventory Management
Barry College of Further Education
1996.09 - 1997.09
Assistant Planner Buyer
British Airways Avionic Engineering
1995.07 - 1997.02
Customer Support Officer
British Airways Avionic Engineering
1994.09 - 1995.07
Commercial Property Management Assistant
Brinsons Chartered Surveyors and Estate Agents
1987.09 - 1994.09
A-Levels - History
St Martins Comprehensive School
1985.09 - 1987.06
O-levels - Maths, English language, English Literature, History, Welsh, French, Needlework
St Martins Comprehensive School
1980.09 - 1985.06