Microsoft Office
Jamie Baker
Civil Servant
Crawley
Summary
Dynamic professional with a proven track record at the Home Office, enhancing customer satisfaction and resolving complex issues with empathy. Skilled in data entry and with excellent communication, always brings a strong work ethic and attention to detail to every task. Expert in maintaining quality standards and fostering team productivity without compromising professionalism.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Border Force, Civil Service
Home Office, UK Government
06.2022 - Current
- Self-motivated, with strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environments.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in improved organizational reputation.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trained new personnel regarding home office operations, policies and services.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated system information to maintain individuals records.
- Answered constant flow of customer calls with minimal wait times.
Team Leader
The Easter Team, Charity
08.2020 - 02.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted customers in navigating charity website or mobile app for self-service options.
- Identified trends in customer concerns, proactively addressing common issues before escalation.
- Negotiated successful resolutions between customers and charity during disputes or disagreements.
- Managing and recording over 50 requests for food over phone in four hours while noting diary requirements plus extras
Education
Public Service Operational Delivery Officer - Customer Service (Level 3)
IfATE
04.2001 -
City & Guilds Certificate In Operational Delivery - Operational Delivery (Level 3)
IfATE
04.2001 -
10 GSCE's All B Equivalent And Above - Including English And Maths
Hazelwick School
Crawley 04.2001 -
Skills
- Excellent Communication
- Strong Work Ethic
- Computer Skills
- Attention to Detail
- Professionalism
- Brand representation
- Quality Assurance
- Written and oral communication
- Data Entry
- Customer Support
- Customer Service
- Excellent Communication
Software
Computer literacy
Database management
Spreadsheets
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Received multiple Home Office recognition awards for good conduct and protecting the integrity of the UK border
- Collaborated with team of caseworkers in the development of a new online caseworking system
Additional Information
- Am willing to relocate
- No kids or other commitments
- Willing to do flexible shifts and/or nights
- Will always strive to consistently improve
Timeline
Border Force, Civil Service
Home Office, UK Government
06.2022 - Current
Team Leader
The Easter Team, Charity
08.2020 - 02.2022
Public Service Operational Delivery Officer - Customer Service (Level 3)
IfATE
04.2001 -
City & Guilds Certificate In Operational Delivery - Operational Delivery (Level 3)
IfATE
04.2001 -
10 GSCE's All B Equivalent And Above - Including English And Maths
Hazelwick School
04.2001 -