Heidi Tomlinson
Doncaster
Summary
Confident approachable person with a strong background in a variety of customer service roles, patient and resilient with good problem solving skills and a focus on exceeding customers expectations. A clear communicator looking for a new challenging role where I can utilise my customer service skills.
Overview
37
37
years of professional experience
Work history
Receptionist
Regents Square Surgery
Doncaster
2023.08 - Current
- Greeting patients and visitors, dealing with enquiries managing waiting areas.
- Answering high-volume calls, triaging patients, directing enquiries, and managing, high priority, emergency calls
- Booking, changing and cancelling appointments.
- Processing and managing prescription requests.
- Maintaining accurate, confidential, patient records.
- Handling patient charges, collecting payments and issuing receipts.
- Sorting and distributing mail, scanning, copying and filing.
- Completing all NHS mandatory training including safeguarding adults and children and data security.
- Handling a high pressure environment with compassion and professionalism.
Call Centre Complaints Handler
BT
Doncaster
2022.11 - 2023.06
- Answering 30-60 calls per shift
- Remaining calm and professional and adhering to company policies
- Being curious of complaint details in order to ensure a full understanding
- Provide technical support with detailed product knowledge
- Recording detailed and accurate notes on customers secure files
- Raising and escalating complaints to managers and other departments
- Communicating with customers by text and emails with information regarding their complaint and problem solving product information
- Personally connecting with your customer and showing empathy and understanding of their complaint
- Understanding and using a variety of software platforms, and using leading knowledge based programs.
Business owner
Home Inventories
Doncaster
2004.06 - 2022.07
- I identified a gap in the market for a detailed Inventory and Checkout company working with private and national estate agents
- Grew my company into a profitable and diverse business
- Recruited a team of clerks
- Established training programs producing accurate and comprehensive reports
- Kept up to date with the latest legislation, industry trends and changing customer requirements
- Ensured consistently good quality professional customer service through, listening, understanding and by always putting the customer first
- Increased client satisfaction by promptly responding to all emails, calls and messages
- Built customer loyalty through constantly analyzing and updating our report format and listening to customer feedback
- Researched and introduced specialist online software which I tested and revised to suit my business needs, resulting in a 30% increase in productivity and a 20% increase in profitability.
Barista/waitress
The Local
Doncaster
2020.12 - 2022.06
- Working at my friends bar due to Covid reducing my business operation
- Greeting guests, taking orders and preparing food and drinks
- Maintaining standards of food hygiene, health and safety and adhering to all government Covid guidelines
- Checking and replenishing stock, ensuring all food items are prepared and available
- Operating computerised cash and card payment system
- Increasing profits by creating a relaxed and welcoming environment and always providing good customer service.
Assistant department manager
Sainsburys
Sheffield
1989.01 - 1993.01
- I completed an eighteen month management trainee program with Sainsburys and was then promoted to Assistant Manager
- Trained in all departments including Accounts, Warehouse, Checkouts and Ordering
- Managed a small team of staff.
Education
O-Levels - English literature, English language, Maths, Human Biology, Food and Nutrition, Religious Studies, Geography
King Edwards School
Godalming, Surrey 09/1980 - 06/1987
Skills
- Customer service (10 years)
- Problem solving (10 years)
- Complaints Resolution (10 years)
- Office Administration (10 years)
- Digital skills (10 years)
- Strong communicator (10 years)
- Email correspondence
- Electronic switchboard operation
- Discretion and confidentiality
- Patience and composure
HOBBIES
I enjoy going to the gym, gardening, the cinema and baking cakes which I enjoy whilst socialising with my friends and family.
Timeline
Receptionist
Regents Square Surgery
2023.08 - Current
Call Centre Complaints Handler
BT
2022.11 - 2023.06
Barista/waitress
The Local
2020.12 - 2022.06
Business owner
Home Inventories
2004.06 - 2022.07
Assistant department manager
Sainsburys
1989.01 - 1993.01
O-Levels - English literature, English language, Maths, Human Biology, Food and Nutrition, Religious Studies, Geography
King Edwards School
09/1980 - 06/1987