Josephine Abbey

• Experienced Residential Support Worker with a strong background in supporting children and young adults in their daily routines, promoting their wellbeing, and delivering personalised care. Skilled in creating safe, nurturing environments, encouraging independence, and ensuring that each young person’s individual needs are met through consistent, high-quality support.
• Duties:
• Ensure the safety, protection, and wellbeing of children and young people always.
• Follow safeguarding procedures, report concerns promptly, and maintain accurate, timely records.
• Use trauma-informed, child-centred approaches to reduce risk and promote emotional security.
• Build trusting, therapeutic relationships through positive engagement and attuned communication.
• Use de-escalation, co-regulation, and restorative approaches to manage behaviour.
• Provide emotional check-ins, reassurance, and reflective conversations to help young people process feelings.
• Communicated effectively with families, offering reassurance and updates on resident progress.

Support work with experience of promoting independence, providing emotional support, and facilitating participation in various activities for young people.

• Duties:
• Provide emotional support to the young person by offering nurturing and supportive environment, building relationships based on trust, empathy, and understanding, actively listening to the young person concerns, and encouraging positive self-expression.
• Ensuring daily care by helping with daily routines, that include personal care, meal preparation, and medication management, while promoting independence and life skills development.
• Build a positive relationship with the young person by creating a nurturing and inclusive environment, promoting teamwork, respect, and understanding between the child, and working closely with the child’s families, providing them with updates, support, and guidance.
• Reassurance of the young person’s development, Interests, abilities and support the young person’s personal growth.
• Promote safeguarding and protect the young person’s welfare by ensuring the person’s safety and well-being.
• Offering boundaries and Incentives through setting clear expectations and using rewards.
• Record daily and night activities in the daily log onto the system, make sure handover is written in the log and record any incident if there is any occurred.
• Monitored individuals' progress, continuously updating and adjusting care plans to meet health and wellbeing needs.
• Participated in regular team meetings, enhancing quality of care provided.

• A volunteer support worker who has gained valuable experience and skills to support young and older adults with daily activities and facilitate care that meet their needs and wellbeing.
• Duties:
• Providing affection and support by offering the young children love, attention, and encouragement that they need for emotional wellbeing.
• Assisting with daily routines by helping with feeding, bathing, dressing, and other hygiene practices.
• Organizing games and activities by facilitating sports, music, dance, and arts and crafts to keep the children engaged and inspired.
• Helping with homework by assisting with their homework, studies and reading to boost their academic confidence.
• Safeguarding the young children and adults by adhering safeguarding policies to ensure the safety and well-being of the children.
• Utilised effective communication techniques to understand user's feelings or concerns better.
• Ensured safety of the facility by performing regular risk assessments.
• Coordinated social events for improved community engagement.

• Front desk assistant with experience managing calls from over 50 customers per day and performing excellent customer service, which led to a 10% increase in revenue.
• Duties:
• Responded to customer inquiries with professionalism, ensuring satisfactory resolution.
• Enhanced guest experience by swiftly resolving any issues or complaints during their visit.
• Provided general information about company services when required, enhancing customer understanding.
• Provided administrative support to the management team, resulting in streamlined operations.
• Performed data entry tasks regularly, ensuring accurate record-keeping of all relevant information.
• Greeting all guests warmly upon arrival, setting a positive tone for their visit.
• Represented the company and promoted the brand with exceptional service and presentation.
• Solved administrative and customer service issues.

• A support worker with the achievement of helping over 20 clients live independently.
• Duties
• Assisting clients to reach their potential through practical and emotional support.
• Conducted risk assessments before every task, always ensuring safety.
• Promote physical activity among service users through regular exercise sessions.
• Document and promptly report changes in the client's conditions to superiors for immediate action.
• Encouraged independent living skills amongst clients, fostering self-reliance.
• Administer medication within legal guidelines, ensuring proper health management.
• Respected individual preferences while carrying out tasks for increased satisfaction levels of service users.
• Follow care plans that are created by medical staff to meet clients' personal preferences.

• Customer service assistant who maintained 80% of customer satisfaction within 12 months through effective communication.
• Duties:
• Provided shopping advice based on customer needs, fostering an engaging shopping experience.
• Assisted customers with product selection to ensure satisfaction.
• Resolved customer complaints following guidelines and referred to complex inquiries to team leaders.
• Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues.
• Trained new associates on cash register operations, advising on the appropriate handling of customer sales, refunds, and cashing up.
• Obtained feedback from customers to improve service experience.
• Customer telephone calls answered promptly and improved on-hold waiting times.

• A trainee housing officer successfully resolved 75% of tenant complaints within 2 days, leading to improved tenant satisfaction.
• Duties:
• Solve complex problems with effective teamwork and communication skills.
• Maintained a high level of service while dealing with client queries and complaints.
• Worked productively with team members to achieve common goals.
• Showed initiative and willingness to take on new challenges.
• Managed time effectively to meet deadlines.
• Communicated ideas and information clearly and concisely, both verbally and in writing.
• Made positive contributions to the team and workplace, consistently exceeding expectations.
• Made positive contributions to team and workplace, consistently exceeding expectations.

• Customer service assistant who achieved a 30% increase in sales by implementing upselling techniques during customer interactions.
• Duties:
• Provided exceptional levels of customer service consistently, creating loyal customers.
• Showcased strong communication skills when explaining promotions or discounts to customers.
• Adapted quickly to changes in store layout or product range, minimizing service delivery disruption.
• Demonstrated excellent problem-solving skills when dealing with complex customer issues.
• Improved efficiency at checkout by mastering POS system operations quickly.
• Processed returns and exchanges swiftly, enhancing customer satisfaction levels.

• Customer service representative who achieved a 98% customer satisfaction score constantly over a year by implementing feedback mechanisms and enhancing service delivery.
• Duties:
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Answered customer telephone calls promptly and improved on-hold waiting times.
• Assisted customers with product complaints, logging issues for investigation, and providing replacement items.
• Participated in regular training to maintain up-to-date knowledge of company products and policies.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Adhered strictly to policies and procedures for continued company compliance.

• A teaching assistant who assisted in student progress, including improvement in academics such as reading skills. Implementing activities that enhance student engagement and participation.
• Duties:
• Provided special attention to students with learning difficulties for better inclusion in class activities.
• Facilitated group activities during lessons, which promoted teamwork among students.
• Assisted in preparing lesson plans, resulting in well-organized and practical classes.
• Prepared classrooms for daily activities and tidied up afterward, always keeping surroundings neat and presentable.
• Worked closely with teachers to implement engaging lessons, which improved student participation.
• Developed and maintained positive, impactful relationships with students, facilitating improved learning outcomes.