Emily Milburn
Cockermouth
Summary
Professional in case management with record of successfully handling diverse portfolio of cases and resolving complex issues. Known for collaborative approach and achieving results, reliable and adaptable to changing needs. Expertise in documentation, client communication, and problem-solving, supported by strong commitment to ethical practices and team collaboration.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Village Angels Shift Lead
LGBT Foundation
05.2022 - Current
- Providing mental health and physical first aid to those in need with the LGBT foundation
- Protected the safety of casualties and bystanders with firm and confident approach
- Liaised with authorities including police, paramedics as necessary, communicating key information quickly and concisely.
- Attended refresher courses in CPR, adult resuscitation and emergency scene management to comply with required training.
- Responded to incidents promptly they while remaining calm in emergency situation.
- Managing a team of volunteers in high pressure situations
- Working closely with GMP to provide support with sexual assault and hate crimes.
Personal Assistant/Case Handler
The Emily Davison Centre
05.2021 - 01.2025
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Supported executive in achieving goals by proactively anticipating needs and addressing concerns promptly.
- Boosted team morale, organized team-building activities that fostered positive work environment.
- Managed safeguarding concerns for multiple DA and SA teams
- Facilitated young person and family sessions within the centre
- Covered the helpline and conducted Dash risk assessments
Customer Service Manager
Boohoo.com
07.2019 - 04.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Representative
Booking.com
08.2016 - 07.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
BTEC Level 3 - Art And Textile Studies
Harrogate College
Harrogate 01-2016
GCSE - 12 GCSE’s Grade C-A
Harrogate Grammar School
Harrogate 01-2013
Skills
- Time management
- Multitasking and organization
- Strong work ethic
- Flexible and adaptable
- Dependable and responsible
- Active listening
- Calm under pressure
Certification
- Certified first aider, St John ambulance
- Qualified ISVA
Volunteering
LGBT Foundation- Village angels
Sparkle - trustee
St John Ambulance - Youth Trainer
Timeline
Village Angels Shift Lead
LGBT Foundation
05.2022 - Current
Personal Assistant/Case Handler
The Emily Davison Centre
05.2021 - 01.2025
Customer Service Manager
Boohoo.com
07.2019 - 04.2021
Customer Service Representative
Booking.com
08.2016 - 07.2019
BTEC Level 3 - Art And Textile Studies
Harrogate College
GCSE - 12 GCSE’s Grade C-A
Harrogate Grammar School
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