Jacqueline Mulholland
Paisley,Renfrewshire
Summary
Experienced friendly customer service professional skilled in communication, conflict resolution, and adaptability. Demonstrates expertise in payment processing, upselling, and maintaining data integrity. Committed to improving customer satisfaction and contributing to team success. Seeks to leverage skills for career advancement in other departments linked to customer service.
Overview
18
18
years of professional experience
Work history
Customer service representative
Ovo Energy
Glasgow, Glasgow City
08.2022 - Current
- Assisted customers with service issues co-ordinate appointments with service engineers general enquiries.
- Contributed to company targets through effective customer support and service delivery.
- Processed inbound customer calls, providing information on service or product upgrades
- Employed active listening and product expertise to successfully resolve inbound queries.
- Advised customers of additional offerings to increase growth of business.
- Asked probing questions of clients to understand needs and identify actionable requirements.
- Coordinated dispatching for field team completing installation, maintenance and repair work.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Performed administrative duties contributing towards smooth operations for customers outcomes.
- Built positive customer rapport through friendly, professional communication.
- Followed up customer queries to check provided solutions met expectations.
- Accepted direct payments raising tasks for customers.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
- Completed duties to deliver on targets with accuracy and efficiency.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Senior Carer
The Good Care Group
Scotland, City of London
11.2015 - 04.2022
- Ensured prescribed medications were safely stored and correctly administered to maintain patient health.
- Supported clients with personal care tasks including dressing, showering and toileting, maintaining respect and confidentiality throughout.
- Aided clients with nightly routines to establish effective habits.
- Maintained a clean, hygienic living environment for clients.
- Transported and accompanied clients to appointments and activities such as Hospital Doctors Dentist and days outings to provide support and ensure safety.
- Prepared healthy meals with additional mealtime planning, feeding and support.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Maintained confidentiality and compliance standards for optimised patient care.
- Delivered high-quality care to clients with disabilities, achieving care plan objectives.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Supported numerous individuals in maximising physical, intellectual, emotional and social capabilities through individualised care plans.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Completed documentation of care, hospital actions and patient activities for up-to-date client records.
- Maintained optimal safety standards throughout client home and care environments, prioritising risk-reduction, health and hygiene.
- Assisted clinical staff with wound care and health assessments, enhancing care continuity between support teams.
- Worked professionally with caregiving teams and hospital departments to maintain continuity of care.
- Met with patients and families to discuss care plan adaptations, seeking continual improvement and development.
- Used outstanding communication and interpersonal skills to build positive relationships with clients for exceptional satisfaction ratings.
- Maintained high levels of client satisfaction by providing tailored, personalised care that consistently met individual needs.
- Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
- Minimised care continuity issues by keeping thorough, accurate records.
Owner Sole Trader
Self employed
Benidorm, Alicante
11.2007 - 10.2015
- Coordinated team of 6+ to effectively deliver 60 capacity events.
- Oversaw smooth running of events by clearly communicating and delegating across team of six people
- Marketed events online using Google, Facebook and Instagram Ads.
- Exceeded client expectations by delivering local, national and international events on time and under budget.
- Sourced large capacity venues to host weddings, festivals and entertainment events.
- Managed administrative logistics of event planning, including contract signing, fee collection, event booking and event promotions.
- Supervised on-site team of staff, including caterers, audio-visual technicians and facility management team.
- Coordinated schedules and timelines for all events.
- Accurately calculated and processed expenses during and after events.
- Coordinated travel and accommodation plans for live events, managing travel budgets.
- Handled contract signing, fee collection, business accounts payable and receivable functions and event booking activities.
- Selected and ordered decor and event materials.
- Managed client correspondence, record tracking, conference and event logistics.
Education
A-Levels - English, Arithmetic, Art
Columba High
Coatbridge, North LanarkshireSkills
- Communication proficiency
- Product knowledgeability
- Telephone etiquettes
- Flexibility in service approach
- Service-Oriented mindset
- Customer relationship
- Customer experience
- Payment Processing
- Product knowledge
- Upselling
- Positive attitude
- Customer care
- Data confidentiality
- Data verification procedures
- Telephone etiquette
- Record maintenance
Accomplishments
I over achieve my monthly targets
References
References available upon request.
Timeline
Customer service representative
Ovo Energy
08.2022 - Current
Senior Carer
The Good Care Group
11.2015 - 04.2022
Owner Sole Trader
Self employed
11.2007 - 10.2015
A-Levels - English, Arithmetic, Art
Columba High