Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

Jasneet Lall

West Midlands

Summary

Enthusiastic individual dedicated to providing guidance and support to job seekers and employers. Resourceful with job assessments and career development tools. Willing to go extra mile to provide assistance. Seeking an opportunity to utilise and build my skills further to make a positive impact as an employment advisor.

Overview

3
3
years of professional experience
5
5
years of post-secondary education

Work history

Employment Advisor

Ingeus
West Bromwich, Sandwell
12.2022 - 02.2023
  • Built and preserved constructive relationship with participants to identify individual barriers and highlight strengths, facilitating the creation of positive and efficient solutions and strategies.
  • Utilised Excel; and BI Toolkit for effective caseload management of 85 participants, ensuring progress monitoring and performance tracking while maintaining up-to-date administrative records.
  • Liaised with internal and external stakeholders, conducting investigations into potential job leads, engaging in cold calling and making referrals to money management and wellbeing teams to support participants in overcoming financial, social, physical and mental health barriers.
  • Created and delivered tailored CV, Interview and Cover Letter workshops and job finding support sessions for participants, guiding them in registering on various job platforms and creating digital work profiles to help secure employment goals.
  • Facilitated 1-hour wellbeing sessions with participants, focusing on confidence-building and rapport-building techniques to help them meet their short- and long-term goals.
  • Assisted clients with completing accurate benefit calculations.

Contact Centre Agent

The AA
Oldbury, Sandwell
09.2021 - 11.2022
  • Gained 100% on achieving calls, reduced AHT from 543secs to 494secs and meeting all business targets and retention targets of 80%.
  • Part of the quality board who gave suggestions to improve the current scripting and raising concerns regarding marking and incentive structure for colleague to reduce pressure and earn more.
  • Coached team member to increase commercial targets who exceeded the business requirement of 60% target rate
  • Participated in gradbay to help support new recruits and increase their confidence on calls
  • Led team talks on the spot to help increase social engagement within my team by playing team games where everybody contributed towards on MS Teams
  • Quick learning with the ability to navigate CRM (cathie & TIA) effectively to process administrative information correctly and process renewals for breakdown covers.
  • Increased teammates confidence by listening into calls to mark and provide feedback to help achieve 100% on quality score including role-playing scenarios to help understand various customer queries and how they could be dealt with
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.

Out of Hours Agent

Nationwide Property Assistance
Halesowen, West Midlands
03.2020 - 06.2021

• Exceeded AHT deadlines of under 3 minutes and 30 seconds per call alongside unavailability targets of under 7%
• Voluntarily undertook any other duties, either for this department or any other department within the business. In addition to further requests by the Line Manager, for which training and/or an explanation has been provided and understood.
• Allocating engineers to specific jobs depending on trade, following up attendance and job outcomes.
• Formed activity worksheets, information sheets along with call scripts to increase confidence of new recruits and helped with training to ensure the correct procedures are followed.

Education

Bachelor of Science - Psychology

Aston University
Birmingham
09.2016 - 08.2021

Skills

  • Conflict management
  • Coaching and mentoring
  • Strong understanding of human behavior and mental health
  • Empathy and ability to establish rapport quickly
  • Job Finding Support: Created tailored CV and cover letter workshops, guided participants to register on job platforms, and developed digital work profiles
  • Relationship Building: Built and preserved constructive relationships with participants, identifying barriers and highlighting strengths to develop efficient solutions
  • Caseload Management: Proficient in using Excel and BI Toolkit to monitor participant progress, track performance, and maintain up-to-date administrative records
  • Communication and Teamwork: Skilled communicator and active listener with conflict resolution abilities Led team talks, fostering engagement and collaboration to overcome performance issues
  • Analytical Thinking: Strong analytical skills developed through academic studies, allowing for effective problem-solving and strategic planning

Languages

Punjabi
Advanced

Timeline

Employment Advisor

Ingeus
12.2022 - 02.2023

Contact Centre Agent

The AA
09.2021 - 11.2022

Out of Hours Agent

Nationwide Property Assistance
03.2020 - 06.2021

Bachelor of Science - Psychology

Aston University
09.2016 - 08.2021
Jasneet Lall