Summary
Overview
Work history
Education
Skills
Timeline
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Jasmine Dale

West Midlands

Summary

Accomplished HR professional with extensive expertise in employee relations, recruitment, and workforce planning. Proficient in utilising Microsoft Office, case management systems, and call handling systems to enhance operational efficiency. Demonstrates strong capabilities in coaching and mentoring, dispute resolution, and HR analytics. Committed to fostering inclusive leadership and promoting employee wellness programmes. Adept at managing databases and conducting employee satisfaction surveys to drive organisational success.

Driven and committed to fostering inclusive environments. Demonstrates strong communication and leadership skills, combined with profound understanding of cultural diversity. Ready to drive transformative initiatives that promote equity and belonging within organisations.

Overview

6
6
years of professional experience
4045
4045
years of post-secondary education

Work history

Talent Sourcer

British Telecom
Birmingham, West Midlands
09.2024 - 01.2025
  • Maintained candidate databases to ensure rapid response to talent needs.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Completed opening and closing procedures, from product replenishment to budget control.
  • Advised on contract and salary obligations to meet business and employee requirements.
  • Used various tools and platforms to find potential candidates, including LinkedIn, Horsefly, social media platforms, job boards.
  • Make initial contact to potential candidates to gauge their interest and fit for the role.
  • Conduct initial screenings to assess candidates' qualifications and suitability.
  • Create and maintain a database of potential candidates for future job openings.
  • Work closely with recruiters and hiring managers to understand the requirements of the role and provide suitable candidates.
  • Provided one-to-one coaching sessions to identify relevant training opportunities.
  • Interviewed and hired staff fitting job and team requirements.
  • Assessed CVs, shortlisting highly skilled candidates for further interview stages.
  • Enhanced workplace equality through tactical recruitment and training development.
  • Analysed team performance and productivity data to identify vocational training requirements.
  • Attended industry networking events, fostering professional connections in the field.
  • Improved quality of applicants by implementing rigorous screening processes.

Diversity & Inclusion Lead

British Telecom
Birmingham
08.2024 - 01.2025
  • Along side my role in account management, I am part of the D&I team where I am responsible for promoting employee engagement, participation in diversity and inclusion initiatives
  • Organise employee resource and network groups to provide support and opportunities for underrepresented groups
  • Voluntary career development activities alongside the Human Resources team.
  • Supporting line managers with grievance cases – providing policy advice, note taking during meetings and discussing the case with the investigating manager as the investigation stage was completed
  • Recruitment work shadowing.
  • Initiated mentoring schemes to support minority staff members.
  • Led high-performing teams and developed organisational leadership capacity.
  • Used staff survey findings to implement enhanced working conditions and practices.
  • Established annual review processes to evaluate progress towards inclusivity goals.

Account Manager

British Telecom
04.2024 - 01.2025
  • Responsible for developing successful, sustainable and profitable long-term relationship with customers, including responsibility for escalation management to appropriate level
  • Proactively develops a strong understanding of the customer’s requirements and transformational roadmap
  • Ensuring robust account development plans exist for each customer accurately portraying the competitive landscape and how BT is positioned within it
  • Responsible for accurate forecasting on both profit and revenue
  • Drive customer satisfaction improvements increasing Net Promoter score within the account
  • Define, develop and own key customer relationships and customer contact strategy
  • Gaining outstanding feedback and positive net-promotor scores through BT’s customer surveys
  • In charge of closing own contract sales right across the BT enterprise portfolio, working closely with product specialists, introducing their expertise to my customers to build the right solutions and to create value
  • Supporting the winning new business and bid process for high level opportunities
  • Uses research, data, analytics and commercial insights to drive sales and continual improvement
  • Driving my own results through consistent business development activities
  • Creating and showcasing weekly forecasts to management level to share sales towards quarterly target

Customer Service Advisor

British Telecom
04.2019 - 04.2024
  • Handling incoming calls – ascertaining the facts through questioning skills to identify appropriate solutions
  • Delivering excellent customer service which adapts to individual needs of the caller
  • Communicating effectively to discuss highly technical matters with non-technical callers to ensure a resolution is achieved
  • Sensitive delivery of bad news to callers, minimising disappointment and striving to end all calls positively for the customer and BT
  • System administration ensuring calls received are logged accurately and completely to allow ease of transfer to other team members or assist future query handling
  • Using Company systems to retrieve information to assist with call handling and problem resolution for customers
  • Active management of ongoing customer queries to ensure progress is made and a resolution achieved
  • Ensuring customer queries were closed down at the appropriate time to ensure reporting was correct and accurate at any given time
  • Outbound calls to suppliers, highlighting issues and reaching resolutions to progress and resolve queries
  • Escalating calls to specialist teams as appropriate, making sure that all details required are obtained to enhance the customer experience
  • Maintaining up-to-date knowledge of BT products, procedures, and processes
  • Handling complaints in-line with Ofcom and BT procedures
  • Monitoring own performance against KPIs and SLAs for the team
  • Completing CIPD Levels 3 and 5 whilst not in a Human Resources focused role
  • Linking with the HR department of my employer to obtain insights to assist in my understanding of the subject matter
  • Won ‘EE’s Guide of the Year 2023’ at the Spotlight awards for my work in EE Consumer
  • Starred in ‘Personal Guide’ training material for EE which is a video to support new entrants into training for customer facing roles, becoming the face of personal guide
  • Being an active volunteer in BT’s ‘Get Work Ready’ programme which helps young adults into the world of work
  • Supporting with CV writing and job applications
  • Representing Customer Success (BT Business) at internal career fairs showcasing the work of the department and attracting candidates to apply for roles by networking and sourcing

Education

CIPD Level 5 -

City of Wolverhampton College
07.2022

CIPD Level 3 -

City of Wolverhampton College
07.2021

AS Levels - LAW (C), History (C), Sociology (D)

A-Levels - Media (D), General Studies (D), BTEC Law (C)

Skills

  • Microsoft Office
  • Case management systems
  • Call handling systems
  • Databases
  • Diversity training
  • Inclusive leadership
  • Recruitment
  • Employee wellness programmes
  • Database management
  • Employee Relations
  • Coaching and mentoring
  • HR analytics
  • Dispute Resolution
  • Workforce planning
  • Employee satisfaction surveys

Timeline

Talent Sourcer

British Telecom
09.2024 - 01.2025

Diversity & Inclusion Lead

British Telecom
08.2024 - 01.2025

Account Manager

British Telecom
04.2024 - 01.2025

Customer Service Advisor

British Telecom
04.2019 - 04.2024

AS Levels - LAW (C), History (C), Sociology (D)

CIPD Level 5 -

City of Wolverhampton College

CIPD Level 3 -

City of Wolverhampton College

A-Levels - Media (D), General Studies (D), BTEC Law (C)

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Jasmine Dale