Kendal Wise

• Maintained a strong performance in quality, achieving 100% QA for over 6 months
• Consistently held QA scores above 80% since October 2025
• Awarded the 2026 QA Caring Award (Loyalty OB campaign), recognising a consistent approach to customer care
• Successfully applied for and progressed into a Complex Call Advisor role, which I have now been in for two months
• Support peers with more challenging queries, sharing knowledge and helping resolve complex member situations
• Selected as 1 of 5 advisors from ICH in October to support a pilot Outbound Loyalty campaign/project under Laura Whitcombe
• Performed well within the pilot, achieving good outbound results and receiving positive customer feedback
• Currently AOK Champion within Holly Platt’s team, supporting team engagement and recognition
• Previously held the AOK Champion role in Peter Christensen’s team for a year, during which the team maintained 1st place for 12 consecutive months
• Nominated as an ICH Advisor for the Best of Bupa Awards, recognising contribution to both customer and colleague experience
• Recently selected to be part of the new ICH Incident Response and Policy Operations Support team
• Manage complex member queries, aiming to deliver a high quality and empathetic service in line with Bupa’s Customer First approach and values
• Support members through sensitive or challenging situations, using clear communication and problem solving skills
• Maintain strong levels of accuracy and compliance across interactions, ensuring quality and regulatory standards are met
• Work with internal teams to help resolve escalations and improve the overall member experience
• Support team morale by recognising colleagues and encouraging a positive working environment through my role as AOK Champion
• Developed transferable skills including communication, peer support, attention to detail, and building rapport, which support onboarding and people focused processes
• Consistently aim to reflect the Bupa Code and values in day to day work

• Handled inbound calls from customers regarding travel insurance claims, assessing eligibility based on policy terms and conditions

• Reviewed claim details carefully to determine coverage and next steps, ensuring accuracy and compliance
• Explained policy coverage, exclusions, and claims processes clearly to customers
• Asked appropriate questions to gather all relevant information needed for claim assessments
• Managed sensitive or stressful situations with empathy, particularly where claims related to illness, cancellations, or emergencies
• Maintained accurate and detailed records of all customer interactions and claim outcomes
• Worked in line with regulatory and compliance guidelines to ensure fair and consistent decision-making
• Demonstrated strong attention to detail when assessing claims against policy criteria
• Built confidence in handling complex and sometimes sensitive customer situations
• Developed clear and effective communication skills when explaining policy decisions
• Recognised for maintaining a professional and empathetic approach on calls
• Gained experience working within regulated processes, ensuring accuracy and consistency
• Strengthened problem-solving skills by reviewing individual cases and making informed decisions

• Researched best practice in curriculum development and teaching methodologies to support continuous improvement.

• Developed and implemented monthly curriculum plans for a range of age groups, creating engaging and stimulating learning experiences.

• Designed and maintained lesson plans, learning activities, educational resources and assessment materials.

• Implemented staff training programmes to enhance performance, professional development and productivity.

• Worked closely with parents, staff and families to build positive relationships and support children’s development and wellbeing.

• Managed programme documentation and children’s records in accordance with statutory requirements.

Facilitated community events, such as performances and art exhibitions, to enhance local engagement.

• Managed a well-organised classroom of 14 children aged between 6 months and 5 years.
• Implemented hands-on, play-based approaches to support experiential learning and development.
• Promoted positive behaviour by consistently implementing positive reinforcement strategies, enhancing children's social skills and classroom atmosphere.
• Taught children fundamental concepts including colours, shapes and letter recognition.
• Integrated music into daily activities to encourage creativity and self-expression among children.
• Incorporated cultural diversity into lesson planning, enriching children's understanding of global perspectives and promoting inclusivity.
• Communicated regularly with parents via telephone, email, and face-to-face meetings to discuss children’s progress, behaviour, and wellbeing concerns, fostering strong home-school connections.
• Participated in team meetings with senior staff to review curriculum objectives and discuss school policies and procedures.

• Planned and delivered weekly curriculum-based activities tailored to children’s individual interests, needs and developmental stages.
• Engaged children in age-appropriate activities designed to support cognitive, physical and fine motor skill development.
• Supported language and communication development through regular reading, storytelling and interactive play.
• Built strong, trusting relationships with children and parents by creating a nurturing, caring and structured home environment.
• Prepared nutritious, balanced meals and snacks, fostering healthy eating habits in children.
• Supported first-time parents in establishing healthy sleep routines and effective sleep training for their infant, enhancing family well-being.
• Coordinated extracurricular activities, including sports and enrichment classes, and provided reliable transportation to and from events.
• Travelled with the family to provide childcare support, ensuring children remained engaged, safe and well cared for in a variety of environments.
• Worked collaboratively with parents to implement gentle and effective behaviour management strategies that encouraged positive behaviour and emotional development

• Coordinated and hosted events for groups of up to 30 attendees, managing schedules, customer communications, logistics and service delivery.
• Maintained organised work areas and inventory records, ensuring operational readiness and compliance with health and safety standards.
• Managed telephone and face-to-face enquiries, providing information, answering questions and delivering a professional and positive customer experience.
• Scheduled reservations and coordinated bookings while monitoring capacity, availability and operational requirements to ensure smooth daily operations.
• Maintained accurate records of customer bookings, requests and special requirements, ensuring information was updated and communicated effectively to relevant team members.
• Resolved customer concerns and complaints in a professional and timely manner, investigating issues and identifying appropriate solutions to maintain customer satisfaction.
• Collaborated with colleagues and management to ensure efficient service delivery, effective communication and the achievement of business objectives.
• Trained and supported new employees through onboarding and induction processes, providing guidance on company procedures, service standards and operational expectations.
• Assisted with the development and delivery of training materials and coaching sessions to support staff performance and professional development.
• Demonstrated strong interpersonal and communication skills when building positive relationships with customers, colleagues and management.
• Managed multiple priorities in a fast-paced environment while maintaining accuracy, professionalism and attention to detail.
• Ensured compliance with company policies, health and safety procedures and operational standards at all times.
• Assisted with stock ordering, inventory management and administrative tasks to support efficient day-to-day operations.

• Organized activities to teach preschool children foundational learning skills such as letters and numbers.
• Provided individualized support to children while facilitating group activities to ensure engagement and learning.
• Successfully supervised and maintained fun, safe environment up to 8 children at once, single-handedly.
• Managed care for infants, toddlers, and preschool-aged children simultaneously, fostering a nurturing environment for diverse age groups.
• Partook in infant sleep training and worked alongside parents to create a healthy, successful sleep schedule for babies in and outside of school hours.
• Prepared various healthy meals and snacks for a classroom of children daily, and safely supervised mealtimes.
• Encouraged daily outdoor exploration to promote children's physical and social development.
• Redesigned and simplified rules and behavioral guidelines, improving toddlers' comprehension and adherence to safety protocols.
• Addressed behavioral and learning issues with parents and daycare management.

• Safely transported children to and from various locations, including school, home, dance classes, sporting activities and appointments.
• Built and maintained strong relationships with parents, teachers and extended family members through reliable and professional service.
• Complied with all road traffic regulations and exercised appropriate safety precautions when transporting children.
• Established a reputation for dependable and trustworthy service, resulting in repeat bookings and referrals from families.
• Managed schedules effectively, consistently meeting agreed collection and drop-off times.
• Delivered a high standard of customer service, receiving positive feedback for punctuality, vehicle cleanliness and professionalism.
• Planned efficient routes using local area knowledge, satellite navigation systems and family preferences to ensure timely arrivals.
• Maintained a safe, clean and organised vehicle environment to promote children’s comfort and wellbeing during journeys.
• Communicated effectively with parents regarding schedules, changes to arrangements and journey updates when required.

• Led indoor and outdoor activities to entertain and occupy children after school and during weekends.
• Safely transported children to and from school and various extracurricular activities/ practices.
• Completed various weekly tasks and errands such as grocery runs, dry cleaning drop off/pick ups, finding
• Prepared healthy, age-appropriate snacks and meals.
• Played games, led crafts, worked on puzzles and read books to young children.
• Assisted in homework help and completing school school assignments.
• Bathed, dressed and helped with teeth brushing as part of early morning and/or bedtime preparation.
• Involved children in caring for household pets and chores.

• Helped clients plan themed events for young children, teenagers and milestone adult birthday parties.
• Entertained young guests with special activities and events such as dodgeball, face paint, relay races, and dance games.
• Protected young guests by monitoring strenuous physical activities and maintaining strong perimeter for a safe, smooth and enjoyable experience.
• Thoughtfully decorated and set tables in accordance with party themes and age groups.
• Coordinated and served refreshments and food for indoor, and special location parties.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Managed schedule effectively to plan and carry out as many as 20 parties per week.
• Resolved conflicts to restore customer satisfaction and promote loyalty to company brand.