Deborah Bowkett
Stafford,United Kingdom
Summary
A highly skilled professional with a strong ability to build rapport across diverse groups, demonstrating excellent customer service and public speaking skills. Proficient in surveillance and information gathering techniques, ensuring confidentiality and discretion at all times. Adept at working independently or collaboratively within a team, with resilience under pressure and expertise in interviewing techniques. Committed to leveraging these skills towards achieving excellence in future roles.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
Work history
Benefit fraud investigator
Department For Work & Pensions
Birmingham, West Midlands
06.2007 - 12.2024
- Upheld strict confidentiality standards throughout all investigations conducted.
- Share information gathered with third parties ie: local council.
- Performed risk assessments on suspicious claims, safeguarding public funds from misuse.
- Request for surveillance can be requested, this can only be carried out with the agreement from management.
- Conducted surveillance operations to gather valuable evidence against suspects.
- Once all relevant intel has been collated, then if applicable, invite customer to attend an IUC (Interview under Caution).
- If customer requires Legal assistance, then, information to be discussed with solicitor prior to IUC
- Collaborated with legal teams for effective court proceedings.
- Performed risk assessments on suspicious claims, safeguarding public funds from misuse.
- If a prosecution is suitable, then a file must be 'prepped' to present to CPS and a court date scheduled.
- Attend court hearing if required to do so, and give evidence on behalf of the DP.
- Mitigated potential fraudulent activities through proactive detection methods.
- Collaborated with legal teams for effective court proceedings.
- Enhanced team efficiency by providing training on investigation techniques.
Personal Advisor / Floor Manager
Department For Work & Pensions
Birmingham & Darleston , West Midlands
02.2002 - 06.2007
- Secured promotion and my initial posting was at Darleston JC - Duties included, New Deal PA 18-24, 25+, New claims advisor.
- Assisted clients in identifying personal development opportunities for career advancement.
- Devised individualised plans to help clients reach their life goals.
- Provided valuable resources to aid in career progression and personal growth.
- Showcased patience and understanding whilst handling difficult situations, resulting in peaceful resolutions.
- Fostered strong client relationships by offering tailored advice and guidance.
- Maintained up-to-date knowledge of government schemes, leading to better assistance provided to clients seeking benefits or grants.
- Increased client confidence by helping them develop essential life skills.
- Achieved client satisfaction with clear, concise communication skills.
- Acted as first point of contact for clients to deliver outstanding customer experience.
- As a Floor Manager as I was first point of contact.
- Addressed customer queries, improving overall satisfaction.
- If a customer attended without an appointment, then I would speak to the team of advisors and hopefully get them seen without having to return.
- I dealt with any payment issues, where monies had not been received or amount was queried.
- Provided clear guidance by simplifying complex financial topics and jargon.
- Addressed customer queries, improving overall satisfaction.
Jobsearch Assistant
Department For Work & Pensions
Birmingham, West Midlands
05.2000 - 02.2002
- Provided customer service, delivering high levels of satisfaction.
- Maintained job vacancy boards ensuring they were up to date and all job vacancies still available.
- Conducted 'job searches' for customers using the information we have collated from the customer - giving first class customer service at all times.
- Advised customers of any relevant and suitable courses or training on offer.
- Made travel arrangements, ensuring optimal time management.
- Handled confidential information, maintaining discretion and integrity.
- Completed assigned work within deadlines and to company standards.
- Understood and adhered to company's health and safety policies.
- Received, sorted and distributed incoming mail.
Education
O'Level & CSE's - Various
Handsworth Wood Girls School (HWGS)
Birmingham 09.1980 - 05.1985
Skills
I quickly build rapport with people of all walks of life
I have excellent customer service skills
I work well on my own or within a team
- Surveillance techniques
- Information gathering
- I am discreet and ensure information is completely confidential
- Interviewing techniques
- Resilience under pressure
- Public speaking
Affiliations
- I enjoy gardening, cooking and crosswords. I love going abroad and my favourite place is Portugal.
Timeline
Benefit fraud investigator
Department For Work & Pensions
06.2007 - 12.2024
Personal Advisor / Floor Manager
Department For Work & Pensions
02.2002 - 06.2007
Jobsearch Assistant
Department For Work & Pensions
05.2000 - 02.2002
O'Level & CSE's - Various
Handsworth Wood Girls School (HWGS)
09.1980 - 05.1985
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