Summary
Overview
Work history
Education
Skills
Interests
Additional Information
Timeline
Generic

Ernestina Apeaning

Ilkeston,Derbyshire

Summary

As a family support worker in training and working as a bank staff with a charity, I will offer practical help and emotional support to families experiencing short- or long-term difficulties.

My focus in this line of studies is to provide hands-on support to service users, empowering them to address various challenges, reduce problems and risks, and also offer help to make sure that children can remain with their families.

I am a hardworking, friendly, and reliable person who can participate effectively in teamwork and use her initiative when required. I have developed strong communication skills throughout my career, helped clients' needs, and solved problems whenever needed. A courteous, polite, and well-spoken lady who is highly efficient, has excellent organizational skills, has a good team spirit, and is a quick learner who can absorb new ideas and communicate clearly and effectively. Exceptional knowledge of providing top-class customer service, as well as extensive administrative experience.

I had a university placement with a charity supporting children with learning disabilities, the Hong Kong resettlement scheme, and children known to the police.

I am keen to find a suitable position within an ambitious company where I can continue to increase my work experience and develop my abilities.

Overview

15
15
years of professional experience
2
2
years of post-secondary education

Work history

Healthcare Assistant

Eastgate Care Home
05.2021 - 09.2022
  • Working with clients, their families, and other professionals to identify their needs and develop a care plan
  • Provide personal care to clients depending on their needs (washing/Feeding /dressing etc.) Aid service users with every day or physical tasks
  • Provide emotional support to clients and their families
  • Keeping the service users comfortable and at ease always
  • Record the activities of the service users in their individual books.

Customer Service Advisor

FirstSource Ltd
10.2018 - 04.2021
  • Communicating with existing customers via outbound calling
  • Managing and setting customer expectations while taking responsibility to ensure any outstanding actions are completed within promised timescales
  • General policy administration and reconciliation
  • Handling any initial customer dissatisfaction and overcoming objections while escalating when required
  • Hitting sales targets and Upselling and cross-selling products.

RESERVATIONIST

The Gate Restaurants
06.2018 - 09.2018
  • Manage incoming calls for restaurant reservations and any other general inquiries
  • Ensuring that all customer bookings are made correctly, all relevant details are taken, and guests are informed of all relevant information regarding their booking
  • Coordinate daily all guest bookings and ensure that any special requirements are recorded and communicated to the reception agents on duty
  • Communicate all guest information/special requests to the host team and Restaurant Managers
  • Provide the highest customer service to all guests and ensure that any feedback received by telephone/e-mail is either referred to the Group Restaurant Manager or forwarded to the relevant Restaurant Manager.

HEAD RECEPTIONIST

Claude Bosi @ Bibendum
11.2014 - 06.2018
  • Supervise and motivate the team to maintain efficient service standards at the Reception and Switchboard
  • To ensure company operating standards are always upheld
  • To ensure that our customers always receive an excellent level of service
  • To carry out the job of the day
  • To implement up-selling techniques
  • Reply to emails on reservations, complaints, and inquiries
  • Make reservations using the Open table and resdiary system
  • Prepare function sheets for Events in the Restaurant and coordinate with the Kitchen, staff, and Management towards the function
  • Communicate between the head office and the Restaurant
  • Responsible for the recruitment, induction, ongoing training assessment, and development of all Reception Staff
  • Organizing rotas, having a hands-on approach to general reception duties
  • Providing a warm welcome to every guest, making reservations, dealing with inquiries, and dealing with complaints
  • Cash handling, co-ordinate all administration and operational procedures related to the day-to-day management of Reception areas.

Office Administrator

Antrak Air Ghana
10.2007 - 11.2011
  • Sort out the post and answer phone calls
  • Order office stationeries
  • Typing and Filing documents
  • Managing the Marketing Manager, Sales Manager, First officers, and Pilots diaries
  • Updating the Account sales system and Generating Sales reports
  • I was replying to e-mails
  • Organize training for the sales and customer service staff
  • Arrange lunches and refreshments for Flight officers
  • Organize meeting rooms and arrange transport and hotels for Cabin crew and Pilots.

Education

Bachelor of Science - Bsc. Child and Family Well-Being

University of Derby
Derby
09.2021 -

Certificate of Higher Education - Home Economics

Mfantsiman Girls Senior High School
Ghana
09.1999 - 07.2001

Diploma - Social Work

Buxton & Leek College
2021

NCFE Certificate in Customer Relations - undefined

Stonebridge College
2015

Skills

  • Safeguarding policy compliance
  • Team player
  • Data Confidentiality
  • Meticulous eye for detail
  • Confidence building
  • excellent communication and listening skills
  • the ability to build and maintain rapport with adults, young people and children
  • calm under pressure and when dealing with challenging or confrontational behaviour
  • flexibility and adaptability
  • a good understanding of the challenges faced by the families
  • organisation and problem-solving skills
  • resilience and the ability to cope with emotionally traumatic situations
  • commitment to making a positive difference in the lives of service users
  • a positive, non-judgemental, empathetic and sensitive approach
  • competent IT skills

Interests

HOBBIES, Travelling, Reading, Writing, and Cooking.

Additional Information

Enhance DBS for adult and children workforce on updated service

Home Office Prevent Awareness Certificate

Safeguarding level 4 Certificate

Timeline

Bachelor of Science - Bsc. Child and Family Well-Being

University of Derby
09.2021 -

Healthcare Assistant

Eastgate Care Home
05.2021 - 09.2022

Customer Service Advisor

FirstSource Ltd
10.2018 - 04.2021

RESERVATIONIST

The Gate Restaurants
06.2018 - 09.2018

HEAD RECEPTIONIST

Claude Bosi @ Bibendum
11.2014 - 06.2018

Office Administrator

Antrak Air Ghana
10.2007 - 11.2011

Certificate of Higher Education - Home Economics

Mfantsiman Girls Senior High School
09.1999 - 07.2001

Diploma - Social Work

Buxton & Leek College

NCFE Certificate in Customer Relations - undefined

Stonebridge College
Ernestina Apeaning