DEBORAH GORDON

Throughout my academic journey, I have developed strong psychodynamic theory, analytical thinking, and understanding of unconscious processes that will support my success in this course. My previous two years work experience with AgeUK Camden as a volunteer counsellor, has allowed me to develop relevant skills such as:

• Communication
• Time management
• Caseload of 3 clients per week
• Submit weekly sessional measures (PC-MIS forms) and session notes
• Weekly/fortnightly supervision either one to one or group
• Keeping professional boundaries and client confidentiality
• Ability to work flexibly either face to face, phone or over video call
• Ability to work and understand equality and diversity issues

• Personal care: Helping with washing, dressing, grooming, toileting
• Meal prep & nutrition: Making sure he eats regularly and safely
• Medication management: Reminding or administering medications on time
• Household chores: Cleaning, laundry, shopping, cooking
• Encouraged social interaction for improved mental health.

• Gained insight into consumer preferences by conducting telephone surveys.
• Recorded responses accurately in the system, improving overall data quality.
• Showcased patience and persistence when dealing with difficult respondents, resulting in successful completion of interviews.
• Adapted quickly to new technologies and software used for data collection.
• Utilised persuasive techniques whilst respecting respondent's comfort zone during interviews.
• Communicated effectively across diverse demographic groups, leading to better response rates.
• Strengthened relationships with respondents by exhibiting excellent interpersonal skills.
• Maintained confidentiality of respondent's information, ensuring trust and rapport building.
• Enhanced efficiency of work processes with diligent time management skills.
• Secured accurate demographic information from survey participants through meticulous data entry.
• Managed strict adherence to ethical standards and guidelines for data privacy.
• Communicated effectively and persuasively with participants to gain views and information needed.
• Recorded respondents' comments through CATI software in real-time with 100% accuracy.

• Provide emotional support and practical strategies to parents and carers of autistic children and adults via email
• Respond to emails to parents who have reached out for support
• Suggest helpful strategies and resources when appropriate.
• Document interactions securely and handle confidential information responsibly.

• This was a home based call centre role, answering incoming calls from our client's members relating to queries about their private medical insurance policies
• Utilising all support tools and knowledge to answer queries and guide people to get the most from their policy
• Dealing with complaints and resolving without having to escalate
• TeamTonic
• Support Network
• CCU
• Skype
• Adobe Connect
• CRM
• Consultant Facilities Finder
• Transfer Buddy

• Providing customer service, via phone, email and web chat channels
• Responding to tickets with SLA
• Recorded IVR's for TPO at The BBC Studio
• Use of CRM systems (AKJ)
• Zendesk
• Lifecycle
• Transatel
• Zoppim
• Made redundant

• My role was to ensure that I enabled service users to live independently in their own homes
• Companionship
• Cooking, shopping & lighthouse duties
• Personal care

• Conducting telephone interviews with businesses and consumers
• Collecting and recording accurate data
• Achieved successful completion of surveys by maintaining a respectful rapport with respondents.
• Demonstrated flexibility in adjusting interviewing techniques based on respondent's comfort level.
• Used scripted materials efficiently to facilitate gathering of uniform data.
• Maintained high ethical standards whilst gaining information from respondents.

• In this role my job was to ensure the smooth day to day running of the business where I was the first point of contact, my duties were:-
• Fire Marshal – Monthly testing of fire alarms, yearly fire drills, and further fire marshal duties
• Reception duties – Answering the telephone, dealing with customer service queries and receiving visitors to the premises
• Booking meeting room suites – For internal staff and external clients/visitors
• Event planning – Arranging birthdays, welcome drinks, leaving do's and Christmas parties
• Processing listings – This was for online businesses
• Stationary orders and keeping First Aid kit up to date
• Recycling – Making sure that waste was disposed of following mandatory rules
• Signing in and out of company laptops
• General office supplies – Tea, coffee milk etc
• Made redundant
• Key Achievements: Implementing and delivering correct fire procedures and becoming a qualified Fire Marshal

• Within this volunteering role I have responsibilities for assisting in the planning, reviewing, budgeting and delivery of inclusion youth led projects which are funded by local councils and major donors
• To plan and review community funded projects delivery and expenditure against set outcomes and budgets
• To ensure evidence of projects is being gathered for quarterly funders reports
• To liaise with external stakeholders communicating and promoting the work of the Trust
• To assist with the delivery of youth led activity sessions
• To ensure programmes are complying with necessary safeguarding policies and necessary policy checks are in place
• Key Achievements: Kept funded project costs within budget and funders requirements receiving praise from management team
• Collaborated to the delivery of an outdoor community event ensuring public safety and smooth running of the event throughout