Summary
Overview
Work history
Education
Skills
Timeline
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James Payne

Norwich,Norfolk

Summary

From my CV you are able to see that I am someone that sees the importance of working hard & to the best of my strengths. Since leaving school/education I have always held close to me the ability & mind set of what I believe is right & wrong. I have always wanted to help people, whether within a team or working on my own. From the age of 18 I was always very interested in law & order & working within the judicial system. I started a career as a Senior Custody Officer within the Police/Prison & Court environment. This was a very challenging job, however a challenge I relished & was very successful at. Dealing with adult criminals then led to me looking after & working with challenging behaviour with young children. This was a job I took great pleasure in, helping young children & assisting with their rehabilitation. My NVQ level 3 & certificates can back up my credentials with regards to this area of work.
I am extremely dedicated to continuous process improvement in the face of rapidly evolving and changing markets. I am results orientated and proactive in addressing and resolving problems. I am dependable, bringing management experience and a willingness to take on added responsibility to meet tight deadlines. I pride myself as an enthusiastic team player with a strong work ethic. I see the importance of customer relations, helping & assisting the public in the correct manner with a great sense of style & diplomacy. Skilled Customer Service professional with extensive experience providing first-class service within office and call centre settings. Consistently exceed expectations through a dedicated work ethic and passion for helping people. Dedicated to self-development, ensuring consistent best practices and first-class results.

Overview

35
35
years of professional experience

Work history

Client survey Support

Watsons chartered Surveyors
Norwich, Norfolk
09.2021 - Current
  • Developed and updated internal guidelines.
  • Forged partnerships with other service providers to boost signposting capabilities and diversify services.
  • Coordinated consistent, high quality provision of surveying service.
  • Forged relationships with Banks & Lending Panels
  • Forged relationships with surveyors & utilised their availability in the most efficient, cost effective way.
  • Regularly took inbound & made out bound calls from clients & customers to confirm details of upcoming surveys.
  • Daily checking of surveys listed for that day.
  • Planned routes for surveyors & organised their daily responsibilities.
  • Formatted & proof read different Survey reports before sending out to the applicant.
  • Maintained cross departmental relationships within the office.

Customer Service Assistant

Teknomek
Norwich, Norfolk
08.2021 - 08.2021
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Fielded diverse customer questions and resolved issues finding mutually beneficial solutions.
  • Boosted sales revenue by skilfully promoting relevant add-on options.
  • Fielded diverse customer questions and resolved issues effectively and efficiently.
  • Guaranteed positive customer experiences and efficiently resolved all customer complaints.
  • Answered 30+ inbound calls per day to address customer inquiries,resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments.
  • Monitored customer calls and communications to ensure exceptional quality standards.
  • Answered customer telephone calls promptly to improve on-hold wait times.
  • Delivered exceptional level of service to each customer by listening concerns and answering questions.

Telesales Consultant

Certas Energy
10.2018 - 05.2021
  • Conversing with the domestic & commercial sector on a daily basis selling home heating oil for domestic dwellings & commercial buildings.
  • Providing a professional service to existing & over 50 new customers a day to best provide for their home heating needs.
  • Working in a fast paced & busy environment.
  • Demonstrated professionalism, enthusiasm & pride in maintaining a high standard of work.
  • Shared knowledge, ideas & experience with existing & new members of staff.
  • Ability to multitask & prioritise workload & great attention to detail.
  • Desire to learn & embrace new work systems & procedures.
  • Team player/mentor to new employees.
  • Consistently achieved company targets & KPI's & regularly upsell company services & products.
  • Professional attitude & excellent timekeeping.
  • Recording orders, notes & customer details on computerised system.
  • Responsible for regularly ordering & processing large syndicates.
  • Liaising with customer & company customer services to resolve queries.
  • Listening to customer & dealing with complaints in professional manner to resolve issues in a satisfactory, polite & calm manner.
  • Regularly complete & pass company online courses.

Telesales

Motors Department
12.2017 - 08.2018
  • Responsible for selling advertising space to the motoring industry.
  • Working with existing clients & phoning motor dealers to sell print & digital advertising.
  • Responsible for accessing the computer system & booking on business & maintaining records.

Sales Consultant

Economy Windows LTD
07.2007 - 11.2017
  • Manage and record all leads from outbound telephone marketing.
  • Prioritize daily workflows, including all inbound calls, quotes and sales-related inquiries.
  • Answer customers\\\\' questions regarding products, prices and availability.
  • Emphasize product features based on analysis of custom.
  • Wright sales contracts for orders obtained and submitted orders for processing.
  • Managed a portfolio of customer accounts that generate sales.
  • Maintain a friendly and professional customer interaction at all times.
  • Work closely within a team & individually with own time management.
  • Responsible for the securing of premises at end of work day.
  • Responsible for handling large amounts of money & banking when required.
  • Creating customer rapport, trust & behavioural and learning issues with parents and child care management staff.
  • Responsible for organising educational sessions.
  • Responsible for social interactions with other young persons & adults.
  • Enforced required discipline to help young person's life skills & responsibilities.
  • Maintained 24 hr care to young persons, & made sure they were safe at all times.
  • Liaised with court officials & transported to court/official buildings when required.
  • Cooked & cleaned for young person , making sure they assisted to help develop their own social skills.
  • Kept accurate details, logs & reports on all young person's activities & actions.
  • Worked closely within a team of fellow childcare workers, discussing young person's needs & prioritizing actions.
  • Responsible for health & safety , & Childcare Plans.

Residential Childcare Worker

Herts Care
Wisbech, Cambridgeshire
06.2004 - 07.2007
  • Provided high-quality assessment and residential care for 4+ children aged 12- 18.
  • Participated in annual health and safety training, verifying the right systems were in place to safeguard the welfare and health of children.
  • Planned and took part in recreational activities, such as sport and education, supporting children to reach their full potential and consistently meet development goals.
  • Employed personal and communicative skills to form trusted relationships with children, working flexibly to adapt to changing and challenging individual needs.
  • Facilitated smooth residence operations, producing and maintaining high-quality records.
  • Planned and supervised daily interventions for children with complex needs, addressing issues and proposing solutions.
  • Contributed to the development of child care plans, setting specific development goals according to children's needs and wishes.
  • Maintained up to date knowledge on residential childcare policy, practice and legislation to ensure compliance.
  • Spoke with social Services and Educational groups to expand community engagement and programme outreach.
  • Met with parents about daily activities, positive developments and issues.
  • Created and implemented diverse educational strategies to boost development.
  • Kept notes of behaviours issues, food served and medications administered to children.
  • Enforced rules and managed behaviours through developmentally appropriate discipline.
  • Developed lessons and activities to promote children's physical and emotional development.
  • Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns.
  • Consulted with families to discuss activities and behaviours of each child.
  • Maintained group discipline through positive reinforcement, behaviour modelling and collaboration with parents.
  • Worked with children individually and in groups to teach social, communicative and problem-solving skills.

Senior Custody Officer

Global Solutions
05.1995 - 07.2004
  • Maintained the custody and control of inmates housed in security/cell unit.
  • Conducted routine and emergency patrols.
  • Completed intake of paperwork, searches & logging/securing of all belongings.
  • Made rounds at specified intervals and conducted head counts and roll calls.
  • Booked new inmates into cell area and processed inmates for release.
  • Received and accounted for personal possessions.
  • Prepared, processed and maintained forms, reports, logs, records and activity journals.
  • Investigated attempted escapes and conducted searches for escaped inmates.
  • Verified facility security by inspecting plumbing, outside areas, locks and cells for potential hazards.
  • Escorted inmates to and from cells, court, hospitals and medical appointments.
  • Determined and assigned inmates to appropriate housing.
  • Arranged for medical care of inmates.
  • Responded to inquiries from the public, other staff, inmates and visitors.
  • Led disciplinary hearings and made recommendations for sentencing.
  • Made sure holding areas were cleaned and that prisoners were served meals on time.
  • Observed behaviour of residents individually and in groups.
  • Built solid relationships with staff to help keep the institution safe and secure.
  • Established healthy relationships and maintained professional boundaries with resident offenders in the institution.
  • Physically restrained juveniles & adult inmates when disturbances required physical intervention.

Security Officer

Security Guarding Services, Securicor
03.1989 - 06.1995
  • Monitored and authorised entrance and departure of vehicles, trucks and visitors.
  • Detected suspicious activities and watched for criminal acts.
  • Monitored and authorised entrance and departure of employees and visitors.
  • Wrote reports on property damage, theft, presence of unauthorised persons and unusual occurrences.
  • Monitored and reported suspicious activities to local authorities.
  • Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed.
  • Denied entrance to the building to unauthorised persons.
  • Secured all doors in the office and main building after hours.

Trainee Assistant Manager

Indoor Cricket Stadiums
03.1988 - 03.1989
  • Indoor Cricket Stadium - Woodston Peterborough.
  • Assisted manager with daily running of business.
  • Logged customer queries & helped resolve within an expected time frame.
  • Securing & unlocking of premises at different times of day.
  • Worked within a team & had to work by myself within short notice.
  • Handling & banking of money.
  • Helped serve within the business social facilities.
  • Daily reports.

Education

B/Tec National Diploma - Business studies

Isle College Wisbech - Isle College
Wisbech
1986

Certificates/Courses passed - Positive Approaches to Managing Behaviour , Fire Awareness , Child & Adolescent - O - Levels & CSE's

Queen\'s Boys School
Wisbech

NVQ Level 2 - NVQ - Child Development

NVQ - Child Development
Wisbech, Cambridgeshire

Skills

  • Exceptional interpersonal communication
  • Fast Learner
  • Highly Dependable
  • Excellent Attention to Detail
  • Efficient Multitasking
  • Customer service-orientated
  • Organised
  • Diplomatic/Loyal/Trustworthy
  • Sales negotiating skills
  • Complaint handling
  • Professional demeanour
  • Adaptive team player
  • Top sales performer
  • Results oriented
  • Written and verbal communication skills

Timeline

Client survey Support

Watsons chartered Surveyors
09.2021 - Current

Customer Service Assistant

Teknomek
08.2021 - 08.2021

Telesales Consultant

Certas Energy
10.2018 - 05.2021

Telesales

Motors Department
12.2017 - 08.2018

Sales Consultant

Economy Windows LTD
07.2007 - 11.2017

Residential Childcare Worker

Herts Care
06.2004 - 07.2007

Senior Custody Officer

Global Solutions
05.1995 - 07.2004

Security Officer

Security Guarding Services, Securicor
03.1989 - 06.1995

Trainee Assistant Manager

Indoor Cricket Stadiums
03.1988 - 03.1989

B/Tec National Diploma - Business studies

Isle College Wisbech - Isle College

Certificates/Courses passed - Positive Approaches to Managing Behaviour , Fire Awareness , Child & Adolescent - O - Levels & CSE's

Queen\'s Boys School

NVQ Level 2 - NVQ - Child Development

NVQ - Child Development

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James Payne