Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emma Depaulsen

London

Summary

Customer-focused professional experienced in high-volume, customer-facing roles. Expert in addressing enquiries and complaints with empathy, while effectively identifying needs and resolving issues. Proficient in maintaining records and collaborating with teams to enhance service outcomes, demonstrating strong organisational skills and adaptability in digital environments.

Overview

10
10
years of professional experience

Work History

Customer Service Advisor / Test Center Admin

PSI Services
03.2023 - Current
  • Delivered customer support to members of the public undertaking the Life In The Uk Test, ensuring a smooth experience in the Settlement and British Citizenship process.
  • Adapted communication and offered suitable assistance for additional support needs.
  • Verified identification and personal documentation accurately against home office and regulatory requirements.
  • Maintained accurate, confidential records while promptly escalating discrepancies to uphold compliance with regulatory standards.
  • Applied policies and procedures consistently using sound judgment for challenging situations.
  • Operated digital systems effectively while prioritising tasks, ensuring accuracy and confidentiality in a fast-paced environment.

Administrator

London Podiatry Center
08.2021 - 04.2022
  • Delivered friendly and professional service to patients, enhancing their experience.
  • Liaised with clinicians, colleagues and external contacts to effectively resolve issues and improve communication.
  • Handled enquiries, ensuring clear and accurate information was provided to support patient needs.
  • Listened to patients’ needs and responded with patience and empathy.
  • Managed sensitive and confidential information appropriately.
  • Used digital systems to manage appointments, records and customer information.

Customer Service Senior Account Handler

The Gas Board
01.2017 - 08.2021
  • Resolved customer issues, took ownership, and coordinated with relevant teams.
  • Managed complaints with empathy and professionalism, leading to improved customer satisfaction.
  • Listened to customers, identified needs, and provided accurate information.
  • Handled high volumes of customer enquiries, ensuring clear communication across diverse backgrounds.
  • Used digital systems effectively, collaborating with teams to resolve enquiries efficiently.
  • Maintained accurate, confidential customer records while prioritising multiple tasks.

Education

A-Levels - Business Administration

Richmond upon Thames College
Twickenham
01-2016

Skills

  • Regulatory compliance
  • Data confidentiality
  • Customer Service & Public Engagement
  • Verbal & Written Communication
  • Needs assessment
  • Problem ownership
  • Conflict resolution
  • Active listening
  • Organisational skills

Timeline

Customer Service Advisor / Test Center Admin

PSI Services
03.2023 - Current

Administrator

London Podiatry Center
08.2021 - 04.2022

Customer Service Senior Account Handler

The Gas Board
01.2017 - 08.2021

A-Levels - Business Administration

Richmond upon Thames College

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Emma Depaulsen