Lisa Jones
Castleford,Wakefield
Summary
Professional with extensive knowledge in Customer Services and Supply Chain, demonstrating a process-driven approach and strong communication skills with both internal and external stakeholders. Confident in data analysis, conflict management, and issue resolution, with a deep understanding of the NHS landscape. Known for collaborative work ethic and commitment to delivering high-quality results.
Experienced Customer Services Advisor recognised for enhancing customer satisfaction and resolving issues promptly. Skilled in building rapport with customers & identifying needs.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Sports Centre receptionist
Lock Lane Sports Centre
Castleford, Wakefield
08.2024 - Current
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Handled appointment scheduling to ensure smooth daily operations.
- Managed phone calls, resulting in effective communication flow within the company.
- Maintained an organised reception area for a professional business environment.
- Coordinated office supplies orders to keep necessary materials available at all times.
- Upheld confidentiality with sensitive information handling procedures.
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
Customer Relations, Team Manager & Case Management
NHS Supply Chain and Movianto
Normanton, West Yorkshire
11.2010 - 07.2024
- Oversaw customer account inquiries for both NHS Acute and Community customers, accurately providing information to resolve service queries and guarantee customer satisfaction
- Provided friendly, attentive service to NHS patients in their own home by promptly responding to customer enquiries and processing order requests
- Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps, and implementing corrective action
- Taught employees how to best serve customers
- Upheld privacy and security requirements established by national legislation.
- Input customer information, call notes, and personal data onto internal database.
- Co-ordinated referrals and escalations to obtain specialised support.
- Case management.
- Handled high-stress situations with calm, ensuring client safety.
- Resolved crises to ensure the well-being of individuals under care.
- Organised regular follow-ups for continuous assessment of client progress.
- Updated patient files regularly maintaining accurate records at all times.
- Maintained strict confidentiality regarding patient information according to legal guidelines.
- Organised and participated in case conferences to enhance communication and coordination.
- Documented case files to maintain clinical records.
- Progressed cases quickly through accurate data processing and management.
- Maintained confidential case documentation in line with data protection regulations.
- Attended regular training and supervision workshops for improved service.
Education
GCSEs - GCSE
Airedale High School
Castleford 09.1989 - 04.1993
Skills
- Extensive work knowledge in both Customer Services, and Supply Chain
- Process driven
- Strong communicator with internal and external stakeholders
- Confident with data analysis
- Conflict management and issue resolution experience
- Great understanding and knowledge of the NHS landscape
- Collaborative worker
References
Available upon request
Certification
NVQ's supported by NHS Supply chain
BTEC Level 2 - Business & Administration
Level 1 - English
Level 1& 2 - Maths
Level 2 - Customer Service
Level 1 - Information & Communication Technology
Timeline
Sports Centre receptionist
Lock Lane Sports Centre
08.2024 - Current
Customer Relations, Team Manager & Case Management
NHS Supply Chain and Movianto
11.2010 - 07.2024
GCSEs - GCSE
Airedale High School
09.1989 - 04.1993
NVQ's supported by NHS Supply chain
BTEC Level 2 - Business & Administration
Level 1 - English
Level 1& 2 - Maths
Level 2 - Customer Service
Level 1 - Information & Communication Technology
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