Summary
Overview
Work history
Education
Skills
Timeline
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Hannah Green

Bournemouth,Dorset

Summary

I feel I am a Knowledgeable individual with more than 10 years of experience working in a customer service background and I feel I achieve high levels of customer satisfaction.

Overview

17
17
years of professional experience
4
4
years of post-secondary education

Work history

Detention Officer

Dorset Police
Bournemouth, Dorset
06.2022 - Current


  • Assisting the custody Sergeant with general admin and the running of the custody suite, as directed. Including the completion of mandatory aspects of the booking-in procedure for detainees which includes taking fingerprints, photographs, and DNA samples.
  • Monitor the custody suite environment, reporting issues, to ensure the general cleanliness and hygiene of the custody facility
  • Undertake searches or assist with searches of detained persons and cells to maintain a safe custody facility
  • Perform regular scheduled checks on detained persons in cells and notify the Custody Sergeant of any changes in behaviour or well-being of detainees so that any welfare concerns are identified
  • Support representatives from other areas such as legal advisors, healthcare or liaison and diversion to ensure the movement and care of detainees are met and comply with legislative and national and local procedures


Telephone operator

message direct
Bournemouth, Dorset
06.2015 - 06.2022
  • Addressed emergent requests with sense of calm urgency, accessing necessary resources to assist callers.
  • Worked with management to streamline and optimise switchboard operations, leading to reduction in call times.
  • Documented data and incidents in daily call log to properly inform management of operations.
  • Maintained professionalism and decorum, speaking to callers with tact to address inquiries.
  • Answered caller questions, escalating to proper department for more complex inquiries.
  • Handled incoming calls, directing high-volume communications across all enterprise levels.
  • Performed operator functions by connecting and transferring calls and setting up conference calls.

Insurance advisor

Liverpool Victoria
Bournemouth, Dorset
06.2013 - 06.2015
  • Helped clients set up new policies and followed them up.
  • Calculated premiums based on medical information and other factors unique to specific client.
  • Identified issues and took appropriate action to deliver speedy resolution.
  • Updated clients on changes and subsequent effects.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Responded to customer calls to swiftly resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.

Manager - customer service

Debt Line
Bournemouth, England
01.2007 - 06.2013
  • Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
  • Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
  • Worked in call-centre environment handling high-volume outbound calls to meet and exceed daily quotas.
  • Resolved complex collection cases, liaising with debt collection agencies and local courts to foster positive outcome.
  • Trained and mentored new team members on scripts, company services and performance strategies to foster team success.
  • Remained calm and poised when communicating with difficult clients or in stressful situations.
  • Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.

Education

GCSEs -

The Bishop of Winchester Academy
Bournemouth
09.1999 - 07.2003

Skills

  • Maintaining and managing an excellent relationship with clients
  • Ability to use cctv systems which I use in my current role
  • Good communication skills written and verbally
  • Competence in all microsoft systems
  • Ability to work to deadlines set
  • Knowledge of the insurance industry
  • Excellent organisational and administration skills

Timeline

Detention Officer

Dorset Police
06.2022 - Current

Telephone operator

message direct
06.2015 - 06.2022

Insurance advisor

Liverpool Victoria
06.2013 - 06.2015

Manager - customer service

Debt Line
01.2007 - 06.2013

GCSEs -

The Bishop of Winchester Academy
09.1999 - 07.2003

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Hannah Green