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
2022.06 - 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
2015.06 - 2022.06
- 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
2013.06 - 2015.06
- 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
2007.01 - 2013.06
- 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 1999.09 - 2003.07
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
2022.06 - Current
Telephone operator
message direct
2015.06 - 2022.06
Insurance advisor
Liverpool Victoria
2013.06 - 2015.06
Manager - customer service
Debt Line
2007.01 - 2013.06
GCSEs -
The Bishop of Winchester Academy
1999.09 - 2003.07