Joanna Window
Yeovil,Somerset
Summary
Administrator and customer service expert who has worked within a corporate and small business environment.
Successful and accurate in completion of administration tasks and completion of work to deadlines.
Multi platform working with emails, phone calls, social media and databases. Registering correct information to produce effective workflows.
Excellent customer satisfaction and positive feedback on customer experience. Warm and welcoming persona with a helpful outlook
Correct handling of regulatory defined processes for complaints or negative sentiment from customers.
Collaboration and clear communications across other divisions of business or stakeholders.
Continuous improvement contributions and actively participated in making processes easier and more user friendly.
Active team participation and supportive to other members of team working in a collaborative and cheerful workplace.
Overview
31
31
years of professional experience
5
5
years of post-secondary education
Work history
Customer services
Vitality Health
Bournemouth, Dorset
03.2014 - 07.2025
- Answered calls approx 30/day, replied to high volumes of email queries, Registered new cases on database. proactively managed case by frequent touch points with customers.
- Collaboration across business with other divisions and openly communicated.
- Led and contributed to team training sessions for professional development.
- High workload and prioritisation of tasks at pace and with innovation.
- Multi platform working; Salesforce, MS, Excel, telephone and Outlook.
- Complex projects and project management, introduction and led on new processes.
- Receiving and reporting on customer experience, negative sentiment and complaints.
- Continuous improvement development and tracking customer journeys with data implementation and outcomes.
Customer adviser and administrator
76 Harley Street CHHP (One Hundred Years)
London, London
05.2013 - 12.2013
- Ensured smooth operations for a welcoming and busy reception whilst also handling enquiries.
- Warm and welcoming with helpful persona.
- Performed full administration duties including review of consultations and booking next appointments. Arranging further follow up care.
- Making calls to arrange appointments and discuss health appointment needs. Increased volumes in enquiry traffic through networking and promotional events.
- Make referrals for ongoing care or escalation of investigations.
- Opening new patient files and requesting consent forms.
- Telephone queries
- Established and editing of advisory information for clients on specific medical conditions.
- Customer advice and help from initial query to completion.
- Admin tasks on email, datasets, registers and medical records.
- Phone calls for appointments, queries or billing.
- Auditing billings in line with correct clinical coding and procedures.
School Nurse
Canford School
Wimborne Minster, Dorset
09.2005 - 06.2010
- Enhanced school health services by developing and implementing comprehensive care plans.
- Facilitated workshops on hygiene practices, reinforced understanding amongst the student population.
- Coordinated medical examinations for school sports teams to ensure fitness for play.
- Educated parents about children's health issues to encourage home-based support.
- Provided emergency first aid to students during accidents, resulting in immediate relief.
- Maintained accurate and confidential student health records, prioritising data protection standards.
Registered practice nurse GP surgery
NHS
Poole , Dorset
03.1994 - 05.2005
- Assisted in minor surgeries to ensure seamless procedures.
- Offered support during diagnostic tests, easing patient apprehensions.
- Conducted routine check-ups, ensuring ongoing patient health monitoring.
- Delivered high quality wound care to expedite healing process.
Education
LLB Hons - LAW
Southampton University (solent)
Southampton 09.2007 - 06.2010
Registered Nurse - General nursing student
Dorset Healthcare Trust NHS
UK 09.1989 - 02.1992
Skills
- Proactive engagement
- Service level agreements understanding
- Multitasking
- Service excellence
- Follow-up calls
- Call handling
- Invoice processing
- Problem-solving
- Relationship Management
- Complaint resolution
- Microsoft Office, Outlook, Telephone
- Staff education and training
Timeline
Customer services
Vitality Health
03.2014 - 07.2025
Customer adviser and administrator
76 Harley Street CHHP (One Hundred Years)
05.2013 - 12.2013
LLB Hons - LAW
Southampton University (solent)
09.2007 - 06.2010
School Nurse
Canford School
09.2005 - 06.2010
Registered practice nurse GP surgery
NHS
03.1994 - 05.2005
Registered Nurse - General nursing student
Dorset Healthcare Trust NHS
09.1989 - 02.1992
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