Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jane Thomas

Potters Bar,Hertfordshire

Summary

A highly skilled professional with a strong emphasis on clear spoken communication complemented by excellent listening and interpersonal skills. Demonstrates a keen ability to convey information effectively and accurately whilst supporting colleagues and customers and ensuring clarity in all interactions. Committed to utilising these competencies to achieve career growth and contribute meaningfully to organisational values. Highly organised with multitasking abilities to handle a high volume of service interactions in proactive, positive manner. Extensive experience of lone working nights experienced using prioritising and decision making skills in challenging and safety critical situations. Lone working in a variety of roles and organisations.

Skilled in maintaining confidentiality and fostering positive working relationships promoting inclusion and diversity at all times.

Overview

33
33
years of professional experience

Work History

Customer service assistant

Transport For London
London, City of London
06.2024 - Current
  • Upheld company policies and procedures consistently maintained standards of operation.
  • Assisted customers with product inquiries best travel/ ticket options.
  • Managed time efficiently during peak hours to limit customer waiting periods and maintain safety.
  • Utilised ticket and travel journey knowledge effectively whilst assisting customers with purchasing decisions, journey planning and travel disruptions, offering alternative solutions and real-time updates.
  • Delivered exceptional level of service to each customer in a fast-paced environment by listening to concerns, addressing complaints and answering questions.
  • Completed and logged regular security checks.
  • Implemented fire safety measures; decreased potential fire risks significantly through regular monitoring.
  • Liaised with emergency services, colleagues and other professionals during incidents, such as station evacuations, ensuring accurate communication and rapid resolution.
  • Proactively monitored station equipment, including Public Help Points and fire alarms in line with policy and procedures Regularly reported on station issues (e.g., escalator issues, spillages, crowd control) and ensured that all information was up-to-date for customers and control centre.
  • Excellent radio communication with colleagues during peak times and incidents to manage crowd control, communicate critical information, and ensure customer safety.
  • Delivered seamless customer service while working rostered shifts, including nights and public holidays to ensure continuous station operations.
  • Undertaking training and maintaining knowledge levels to ensure skills and knowledge is up to date at all times, including formal training workshops, ezone courses and reading and understanding traffic circulars etc.
  • Following TFL policies and procedures at all times.

F and B Valet

Rank Group
London, London
04.2019 - 06.2024
  • Greeted new customers, answered initial questions and took drink orders.
  • Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
  • Resolved customer complaints promptly, escalating larger operational concerns to management.
  • Optimised customer experience, serving each guest with sincere, positive and enthusiastic attitude.
  • Enquired about guest satisfaction, anticipated additional needs and happily fulfilled ad-hoc requests.
  • Delivered friendly and fast service to process high-volume food and drink orders at peak times.
  • Anticipated and addressed guests' service needs.
  • Processed cash, credit card and voucher payments using POS terminals.
  • Assisted customers with product-related questions, feedback and complaints.
  • Maximised customer satisfaction by resolving service issues promptly.
  • Listened to individual complaints with open mind and asked detailed questions to understand issues.
  • Addressed customer service enquires quickly and accurately.
  • Built rapport with customers through courteous and professional communications.

Assist Operator

Barnet Homes
London, London Borough of Barnet
01.2004 - 08.2022
  • Regularly updated databases, detailing service user issues and closing requests appropriately.
  • Kept callers calm by delivering a relaxed and friendly approach when dealing with emergencies over the phone.
  • Quickly resolved customer queries and complaints, improving service reliability and efficiency.
  • Worked effectively, calmly and proactively under pressure, especially during time-critical situations.
  • Created precise, detailed data records, capturing all relevant information for reliable reference.
  • Carried out quick risk assessments by asking callers concise questions, providing safety advice based on situations.
  • Delivered customer-focused, timely solutions, maintaining positive, professional brand services.
  • Worked with empathy and compassion to provide first-class service to clients and families in need.
  • Prioritised emergency, urgent and routine calls appropriately to best meet service user needs.
  • Answered emergency, Anti Social Behaviour and repair calls promptly and calmly, providing empathetic, professional service throughout.
  • Regularly liaised with professional others when appropriate and necessary.
  • Regularly updated and maintained knowledge of and promoted workplace policies and procedures including Health and Safety at Work, Equal opportunities and Complaints procedure.
  • Maintained caller confidentiality, with particular reference to client confidentiality and Data Protection Act.
  • Operated multi-line telephone console system to answer and triage calls, gathering vital information and prioritising tasks requiring immediate attention.
  • Composed and submitted status reports to management, providing call statistics, duration length and successful outcomes.
  • Responded to non-emergency calls to offer information on products and prices, providing stellar customer service.
  • Communicated with specific departments or field units to address urgent matters, delivering speedy information to facilitate fast response.
  • Used dispatching software to update call logs and important documentation to monitor statistical data.
  • Utilised headset and computer software to speak and type location and incident, delivering smooth and clear communications.
  • Remained calm under pressure to deliver reliable, trusted advice to patients requiring urgent assistance.
  • Instructed Mobile response teams regarding exact locations, practising productive time-management skills.
  • Maintained positive relationships and enjoyed working as a team.
  • Monitored cameras / footage at various locations across the Borough to ensure clients were safe, reassured and the best assistance was co-ordinated in the optimum timeframe.

Administration Clerk

Canada Life
Potters Bar , Hertfordshire
06.2001 - 08.2003
  • Analysed data for accuracy before inputting into system.
  • Kept office operations running smoothly and efficiently by implementing procedure and policy improvements.
  • Managed client communications by answering phones and corresponding through email.
  • Operated and maintained various office machinery such as printers, fax machines and photocopiers to keep office running smoothly.
  • Ensured smooth-running of office operations by quickly resolving issues.
  • Identified data discrepancies through careful analysis, promptly researching issues for quick resolutions.
  • Safeguarded sensitive and confidential data in compliance with security best practices.
  • Scanned new documentation into system and classified data using standard codes.
  • Prepared routine business correspondence for office staff.
  • Proofread and corrected different types of documentation.
  • Championed adherence to company policies with meticulous attention to detail.
  • Compiled data, produced visualisation charts and prepared reports on behalf of staff.
  • Answered telephone calls to offer information, direct callers and take messages.
  • Sorted physical and digital information and sent to correct locations or personnel.
  • Maintained stringent records of external correspondence.
  • Supported office operations by taking on ad-hoc clerical duties.
  • Processed large amounts of data and independently resolved discrepancies.
  • Responded to incoming requests for information or forwarded to appropriate individual.
  • Handled photocopying documents, updating files and faxing communications for staff.

Community Home Care Worker

London Borough of Barnet
Finchley, London Borough of Barnet
04.2000 - 06.2001
  • Prepared and cooked patient's food using ovens, fryers, microwaves and stoves following strict dietary requirements to support diverse nutritional needs and cultural backgrounds.
  • Safely managed and administered medication.
  • Delivered mobility support to clients, including hoists, wheelchairs and vehicle access aids.
  • Built excellent relationships using patient-centred approach throughout care activities.
  • Assisted with daily hygiene requirements such as bathing, cleaning, showering and toileting.
  • Provided emotional support to clients through regular conversation and companionship.
  • Administered medicine.
  • Conducted housekeeping tasks to keep living areas presentable, clean and hygienic.
  • Provided support to clients during sensitive tasks such as bathing and toileting.
  • Implemented personalised care, treatment and recovery plans adapted to patient needs and circumstances.
  • Created specialised meals, drinks and snacks according to patient requirements and dietary needs.
  • Applied first aid with precision, including bandages and ongoing wound care.
  • Communicated clearly with clients living with developmental disabilities and mental health challenges.
  • Updated patient files to track progress and support team care and resource planning.
  • Liaised with family members to coordinate visits and provide comprehensive updates on patient conditions.
  • Collected patient biological specimens and recorded observations for doctors and nurses.
  • Organised engaging activities to stimulate and inspire clients, from social and sporting to creative pursuits.
  • Assisted with personal hygiene from bathing to toileting, while promoting dignity and independence.
  • Performed domestic cleaning tasks, including vacuuming, mopping and washing.
  • Completed CPR and defibrillation training to enable swift and decisive incident management.

Day Support Worker

London Borough of Barnet
Finchley, London Borough of Barnet
01.1997 - 04.2000
  • Assisted clients with disabilities obtain support services for rehabilitation purposes.
  • Developed trusting relationships with service users and advocated on their behalf.
  • Carried out client tests, assessing skills, strengths and deficits to develop tailored plans.
  • Developed workshops to maintain life skills.
  • Generated detailed reports to document clients' progress.
  • Helped clients access community medical, housing and transportation resources.
  • Conducted client assessments to determine personal or social issues.
  • Encouraged service users to be independent and active members of society.
  • Evaluated programme effectiveness by monitoring and reporting on client progress.
  • Evaluated clients' progress using evidence-based techniques.
  • Collecting and escorting users to and from the day centre.
  • Assisting with personal care where necessary.
  • Reviewing and Organising care packages.

Care Assistant

London Borough of Barnet
New Southgate, London Borough of Barnet
09.1992 - 09.1997
  • Actively listened to patients' complaints and feedback, actioning improvements to continuously elevate quality of care.
  • Documented care plans, and resident's activities in line with best practices.
  • Built strong, trusting relationships with residents by providing continuous support and delivering best possible care.
  • Discussed future care with resident's families, demonstrating emotional resilience, active listening and compassion.
  • Provided comprehensive personal care, offering activities of daily living and mobility assistance to support comfort and dignity.
  • Supported patient wellbeing by planning and participating in daily activities and exercise.
  • Helped patients improve mental wellbeing by providing a helpful and happy service throughout care.
  • Changed bed linen and washed patient clothes regularly, maintaining proper hygiene standards.
  • Maintained excellent relationships with residents by going the extra mile to attend to their needs and provide ongoing support.
  • Provided care to patients following detailed care and rehabilitation plans.
  • Positioned and transported patients in wheelchairs or on movable beds.
  • Monitored patient behaviour closely to determine health changes, reporting concerns immediately.
  • Aided in bathing, dressing and general mobility.
  • Sorted and administered medication to patients following doctor specifications.

Education

GCSEs - Science

Oaklands College
St Albans, HRT

PGCE - Education and Teaching

Middlesex University
London, ENG

Bachelor of Arts - History and Religion

University of Hertfordshire
Hatfield, DNC

GCSEs - Maths

Barnet College

GCSEs - Various

Chancellors School

Skills

  • Clear Spoken Communication Skills
  • Active listening
  • Complaint handling
  • Multitasking efficiency
  • Excellent listening and communication

References

References available upon request.

Timeline

Customer service assistant

Transport For London
06.2024 - Current

F and B Valet

Rank Group
04.2019 - 06.2024

Assist Operator

Barnet Homes
01.2004 - 08.2022

Administration Clerk

Canada Life
06.2001 - 08.2003

Community Home Care Worker

London Borough of Barnet
04.2000 - 06.2001

Day Support Worker

London Borough of Barnet
01.1997 - 04.2000

Care Assistant

London Borough of Barnet
09.1992 - 09.1997

GCSEs - Science

Oaklands College

PGCE - Education and Teaching

Middlesex University

Bachelor of Arts - History and Religion

University of Hertfordshire

GCSEs - Maths

Barnet College

GCSEs - Various

Chancellors School

Similar Profiles

CREATE PROFILE
Jane Thomas