Keshia Turnham
West Molesey,Surrey
Summary
I am a self-driven, hardworking individual who demonstrates pride in quality of services, time keeping and organisational skills. I thrive when working in a team and enjoy the responsibility of working alone, enabling me to use my initiative. Throughout my career I have experienced the importance of positive experiences in a customer service role. As a personal standard, I aim to give the best possible level of customer service and will assist colleagues in reaching high standards. I am focused on my personal development, learning new skills which complement my desire to improve business services and customer satisfaction. As for my care experience. I pride myself on delivering exceptional care through monitoring and maintaining high standards. Committed to delivering consistent and focused attention to residents safety, wellbeing, comfort and dignity. Well versed in senior healthcare with a passion for helping others.
Overview
12
12
years of professional experience
Work history
Administrator
Swift fox Consultancy
Leicester
09.2021 - Current
- Inputting cosmetic formulas
- Checking information and informing toxicologist if there are any discrepancies.
- Uploading fragrance allergen information
- Updating reports
- Liaising with customers.
- Sending out invoices
- Using Kosmeticon software.
- Understanding of UK and EU regulations.
- Use of Microsoft office word/excel &teams
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Care home supervisor
Care UK
Weybridge, Surrey
12.2017 - 12.2020
- Pursued professional development by attending regular training in health and safety, Mental Capacity Act (MCA) and Deprivation of Liberty Safeguards (DOLS).
- Supervised a team of carers to provide exceptional standards of care to service users and lead a care team to ensure a safe and effective health service is maintained and meets the needs of the residents
- Built meaningful rapport with service users and their families to enhance delivery of personalised centred care.
- Assisted with basic wound dressing and catheter care under the instruction of the nursing team.
- Fulfilled the daily needs of all residents living in the nursing home, ensuring their physical and nutritional needs are provided throughout the day. Encouraging residents to engage and participate in daily activities.
- Maintained detailed understanding of new policies and procedures to demonstrate best practice in all resident interactions.
- Implemented and encouraged effective infection control procedures.
- Fully trained in moving and handling equipment
Car Insurance broker
Allen & Allen Group
Sunbury-on-Thames, Surrey
02.2016 - 12.2017
- Ensuring accuracy of vehicle cover
- Communicating directly with clients and insurance companies
- Handling customer complaints
- Investigating insurance fraud
- Validating finances and payments
- Database management
- Receptionist
- Handling customer facing queries.
- Maintaining a comprehensive understanding of the insurance market
- Upselling optional services
Customer Service Advisor
Bryan Carter Solicitors
Weybridge Brooklands, Surrey
07.2012 - 02.2016
- Debt collection
- Negotiating payment plans with customers and taking payments
- Working to deadlines
- Complying with the Data Protection Act
- Training new and existing staff
- Sending and receiving letters and email correspondence
- Prioritising correspondence in order of importance and date
- Processing requests and removing holds on accounts for collectors
- Publishing client reports, requests and clients referrals
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered prompt solutions to maintain customer satisfaction.
- Participated in regular training to maintain up-to-date knowledge on company policies.
- Followed scripts when answering common customer questions.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Listened actively to offer accurate information and best solution to their needs.
- Answered Numerous telephone calls per day with professionalism.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Recorded information about inquiries and complaints within internal database.
- Obtained feedback from customers to improve service experience.
Education
Heathside School
WeybridgeSkills
- Team player
- Engaging leadership style
- Administrative support
- Complaint resolution
- Data entry
- Quality Control
- Customer relations
- Problem-solving
- Time management
- Care plan development
- Elderly care
- Meal preparation
- Disability care
- Personal care
Timeline
Administrator
Swift fox Consultancy
09.2021 - Current
Care home supervisor
Care UK
12.2017 - 12.2020
Car Insurance broker
Allen & Allen Group
02.2016 - 12.2017
Customer Service Advisor
Bryan Carter Solicitors
07.2012 - 02.2016
Heathside School
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