DOROTHY A. G. POKU
Summary
Compassionate social worker with a multi-disciplinary background in customer service and banking. Skilled in assessments, safeguarding, and multi-agency collaboration. Strong communicator with a focus on providing high-quality, evidence-based support to children in need. Great application of statutory frameworks, professional ethics, and person-centred approaches. Skilled in care packages and multi-agency collaboration. Excellent communication, risk management, and documentation abilities, combined with accurate case recording and financial literacy. Devoted to promoting well-being, safeguarding those in need, and providing competent, compassionate, and accountable high-quality, evidence-based social work solutions.
Overview
18
18
years of professional experience
Work history
Social Work final placement
HCC-Disabled Children's Team
Basingstoke, Hampshire
2025.11 - Current
- Conducted initial assessments for disabled children, determining service eligibility.
- Advocated for children in need by creating structured activities.
- Collaborated with multi-disciplinary teams to provide holistic support for families.
- Maintained accurate case notes and documentation for assessments and visits.
- Excellent verbal and communication skills with different service users
- Strong numeracy and attention to detail
- Effective time management and workload organisation
- Excellent active listening skills with clear reporting
- Complying with the Hampsphire approach in all aspects of my assessments
- Established trustful relationships with clients to facilitate open communication.
Dental Insurance claims handler
Simplyhealth
Andover, Hampshire
2025.04 - 2025.10
- Conducted thorough investigations for accurate claim outcomes.
- Balanced workload efficiently, provided excellent service consistently.
- Upheld confidentiality in all client interactions, respected privacy rights of individuals involved in claims process.
- Achieved timely settlements with meticulous case handling.
- Maintained up-to-date knowledge on industry regulations, ensured compliance in all tasks.
Social Work first placement
Boaz Project-Adult learning disabilities
Sutton Scotney, Hampshire
2024.10 - 2025.04
- Treating individuals with dignity, respect, and equality at all times
- Upholding human rights and challenging discrimination or abuse
- Uploading daily progress case notes for services users
- Adapting communication methods (easy-read, visual aids, clear language)
- Encouraging independence rather than doing tasks for them
- Following safeguarding policies and reporting concerns appropriately
- Balancing safety with promoting independence (positive risk-taking)
- Communicating clearly, patiently, and respectfully
- Listening actively and taking concerns seriously
Insurance claims handler
Ageas Insurance Limited
Eastleigh, Hampshire
2023.10 - 2024.09
- Liaising with legal teams to assess liability and determine appropriate course of action.
- Communicating with policy holders and third parties to obtain necessary documentation and details.
- Liaising with suppliers and contractors to undertake validations and reinstatement works for our insureds.
- Processing claim settlements and payments to policy holders upon successful validation of claims.
- Working with loss adjusters and investigators to gather insights on claims.
- Investigating and gathering relevant information to determine validity of claims.
- Conducting thorough reviews of policy terms and conditions to determine coverage applicability.
Sales Financing-Client Services
Barclays Bank PLC
Fleet, Hampshire
2019.01 - 2023.07
- Monthly reconciliation of client accounts with that of the Bank's and applying the necessary reserves if relevant
- Dealing with client account queries and providing resolution or directing them to the relevant department
- Liaising with different departments to get tasks completed within service level agreement
- Engaging in daily workflows to ascertain if any team member requires support with workload and ensuring support is arranged within team
- Having regular portfolio reviews in order to establish a degree of support required for each client
- Building real professional relationships with clients, using client management expertise to provide support needed.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
Customer Service agent
Adecco Group, Network Rail
Basingstoke
2018.11 - 2018.12
- Accessing and processing customer refunds and compensation if due
- Complying with standard procedures to deliver support to customers
- Working within Service level agreement to resolve customer query in timely manner
Support Worker
Amore Group
Hereford
2016.04 - 2018.09
- Promoting and safeguarding the well-being of service users
- Making periodic notes on the progress of service users
- Reporting incidents as and when they occur
- Ensuring the health and safety of clients
- Ensuring to the adherence of the Care Quality Commission standards
Administrative Assistant
Crowned Eagle holdings Company Limited
Feltham
2015.09 - 2016.03
- Recording and retrieving relevant data electronically for easy reference and presentation
- Taking the initiative to resolve customer queries to the best of my ability and to the satisfaction of the customer
- Providing first hand information to prospective customers on the services rendered by the company
- Ensuring teamwork and a good interpersonal relationship with colleagues
- Compliance with excellent office standards and procedures
- Ensuring the utmost confidentiality with customer records and information.
Administrative assistant
Homeaid Community Care
Feltham
2011.01 - 2013.11
- Data entry responsibilities
- Coordinating the recruitment processes of new staff
- Maintaining a good office systems and standards
- Electronic record and entry of data
- Organising and coordinating appropriate training for new starters
Health Care Assistant
Sandown Park Care Home
Windsor
2010.03 - 2010.12
- Promoting and safeguarding the well-being of service users
- Making periodic notes on the progress of service users
- Reporting incidents as and when they occur
- Ensuring the health and safety of clients
Support worker
Renaissance Personnel
Kentish Town
2008.07 - 2010.02
- Safeguarding adolescents on the unit against self harm
- Assisting and encouraging young people with anorexia
- Monitoring, recording and reporting progress of young people from time to time
- Organising and taking part in games and other recreational activities with the young people
Education
Master of Science - Social Work
University of Winchester
Winchester, England 09/2024 - 07/2026
Bachelor of Arts - Business Management
University of Sunderland
Sunderland/ England 10/2014 - 07/2015
Higher National Diploma - Accountancy
Takoradi Polytechnic
Ghana07.2005
Skills
- Report and case note writing skills
- Outstanding customer care
- Safeguarding knowledge
- Holder of Certificate in Level 2 ECDL in IT user skills (Microsoft office package)
- Expert in administrative duties
- Excellent client relationship
- Communication strategies
- Team player
- Knowledge of relevant legislation
- Professional boundaries maintenance
- Timely case Management
- Data recording
- Multi-agency collaboration
Interests
Research, Reading, Music
Timeline
Social Work final placement
HCC-Disabled Children's Team
2025.11 - Current
Dental Insurance claims handler
Simplyhealth
2025.04 - 2025.10
Social Work first placement
Boaz Project-Adult learning disabilities
2024.10 - 2025.04
Insurance claims handler
Ageas Insurance Limited
2023.10 - 2024.09
Sales Financing-Client Services
Barclays Bank PLC
2019.01 - 2023.07
Customer Service agent
Adecco Group, Network Rail
2018.11 - 2018.12
Support Worker
Amore Group
2016.04 - 2018.09
Administrative Assistant
Crowned Eagle holdings Company Limited
2015.09 - 2016.03
Administrative assistant
Homeaid Community Care
2011.01 - 2013.11
Health Care Assistant
Sandown Park Care Home
2010.03 - 2010.12
Support worker
Renaissance Personnel
2008.07 - 2010.02
Master of Science - Social Work
University of Winchester
09/2024 - 07/2026
Bachelor of Arts - Business Management
University of Sunderland
10/2014 - 07/2015
Higher National Diploma - Accountancy
Takoradi Polytechnic