Summary
Overview
Work history
Education
Skills
Timeline
Generic

Kirsty Kilby

Hampshire,Hamp

Summary

Dedicated customer service professional with extensive experience in diverse settings, including healthcare. Demonstrates advanced customer service skills, particularly in compassionate and telephone-based interactions. Proficient in infection control practices and the use of medical software, ensuring high standards of care and safety. Skilled in personal care assistance, dementia awareness, and medicine dispensing, with a strong focus on safeguarding and emotional support. Committed to delivering calm and effective service under pressure while maintaining excellent communication skills.

Overview

27
27
years of professional experience

Work history

Florist owner

Emilia Jordan ltd
Fareham, Hampshire
03.2020 - 06.2025
  • Assisted in organising flower delivery schedules, improving efficiency and punctuality.
  • Conducted seasonal inventory checks, ensuring stock levels were maintained correctly.
  • Enhanced customer satisfaction by providing personalised floral arrangements.
  • Collaborated with event planners for successful execution of large-scale orders.
  • Created funeral arrangements with respect and sensitivity during difficult times.
  • Attended industry workshops to stay updated on latest design trends and techniques.
  • Managed daily flower shop operations for seamless business flow.
  • Improved the aesthetic appeal of weddings with customised floral decorations.
  • Handled cash transactions, ensuring accurate financial records were kept.
  • Designed and assembled floral displays using various construction techniques.
  • Received orders in person, by phone and online, processing within allocated timeframes.
  • Worked with customers to determine type of arrangement desired and delivery information.

customer service advisor

Aerial Direct
03.2015 - 01.2019
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
  • Answered on average 60 calls per day by addressing customer enquiries, solving problems and providing new product information.
  • Answered product questions with up to date knowledge of sales and shop promotions.
  • Scored in top 10% of employees in successful resolution of issues.
  • Investigated and resolved customer enquiries and complaints in a timely and empathetic manner.
  • Ensured superior customer experience by addressing customer concerns demonstrating empathy and resolving problems on the spot.

customer service representative

Wightlink Ferries
03.2014 - 03.2015
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and effectively.
  • Directed calls to appropriate individuals and departments.
  • Operated a POS system to itemise and complete an average of 150 customer purchases.
  • Routinely answered customer questions regarding departures and pricing.
  • Asked open ended questions to assess customer needs.

senior support worker

The YOU Trust
10.2008 - 09.2014
  • Supported adults with learning difficulties and behavioural issues.
  • Personal care.
  • Medication giving.
  • Preparing support plans and risk assessments.

Receptionist/data inputter

Brune Medical Centre
Hampshire
07.2005 - 09.2008
  • Reception duties providing patients with appointments and test results both face to face and over the phone.
  • Administrative duties scanning and inputting all medical letters and information on to patients notes.

assistant manager

Vision Express Opticians
01.2001 - 06.2005
  • Use computers for various applications, such as database management or word processing.
  • Answer telephones and provide callers with information, take messages or transfer calls to the appropriate individuals.
  • Asked open ended questions to assess customers needs.
  • Learned, referenced and applied product knowledge and information.
  • Helped drive sales goals and achieve monthly quotas.

Dispensing assistant

Superdrug pharmacy
Fareham, Hampshire
09.1998 - 01.2001
  • Liaised effectively with healthcare providers for precise medication orders.
  • Maintained cleanliness in the pharmacy, contributing to a hygienic environment.
  • Reduced errors with thorough double-checking of medication labels and dosages.
  • Prepared prescriptions to ensure timely dispensation for patients.
  • Streamlined pharmacy operations by replenishing stock as needed.
  • Gained valuable knowledge on various medications, enhancing ability to answer patient queries accurately.
  • Conducted inventory checks to maintain adequate supply of medications.

Education

level 2 learning difficulties diploma -

The YOU Trust

level 3 certificate in health and social care - health and social care

The Open University

level 2 bookkeeping diploma - undefined

St Vincent College

GCSEs - Mathematics, English, English literature, History, Drama

Bay House School and Sixth Form

Skills


  • Advanced customer service skills
  • Customer service in healthcare
  • Telephone customer service
  • Calm under pressure
  • Use of medical software
  • Infection prevention and control
  • Medicine dispensing
  • Safeguarding
  • Compassionate care

Timeline

Florist owner

Emilia Jordan ltd
03.2020 - 06.2025

customer service advisor

Aerial Direct
03.2015 - 01.2019

customer service representative

Wightlink Ferries
03.2014 - 03.2015

senior support worker

The YOU Trust
10.2008 - 09.2014

Receptionist/data inputter

Brune Medical Centre
07.2005 - 09.2008

assistant manager

Vision Express Opticians
01.2001 - 06.2005

Dispensing assistant

Superdrug pharmacy
09.1998 - 01.2001

level 2 bookkeeping diploma - undefined

St Vincent College

GCSEs - Mathematics, English, English literature, History, Drama

Bay House School and Sixth Form

level 2 learning difficulties diploma -

The YOU Trust

level 3 certificate in health and social care - health and social care

The Open University

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