Lucy James

Caring for elderly mother until her death.

• Demonstrated adaptability in diverse call situations for effective management.
• Employed problem-solving abilities effectively for quick resolution of cases.
• Prioritised tasks efficiently for improved service delivery.
• Liaised with other agencies smoothly to guarantee full support.
• Followed strict confidentiality guidelines faithfully, maintained caller privacy at all times.
• Utilised computer systems proficiently, ensured accurate data entry.
• Recorded detailed information accurately, facilitated successful intervention.
• Assured efficient call handling by using appropriate protocols.
• Enhanced caller experience through empathetic communication approach.
• Managed distressing situations calmly for smooth operation.
• Dealt with emergency calls, ensured timely help dispatch.
• Used calm phone manner to develop rapport and extract as much information as possible.
• Supported callers through trauma, including accidents and death.
• Dispatched emergency services for domestic violence incidents, home intrusions and life-threatening situations.
• Signposted callers to appropriate care pathways to reduce pressures on emergency services.

Spent extended time in hospital due to sepsis.

Continued recovery at home.

Used time to conduct on line learning courses.

• Provided visionary leadership, inspiring and motivating teams to achieve ambitious goals and exceed expectations.
• Cultivated culture of innovation and agility, empowering employees to drive continuous improvement and adapt to change.
• Reviewed individual team members performance and highlighted improvement opportunities.
• Resolved employee relations issues and navigated disciplinary proceedings.
• Followed opening, closing and shift changeover procedures for seamless operations.
• Led team to achieve targets and successfully complete assigned projects.
• Operated switchboard systems successfully to manage high call volumes.
• Maintained up-to-date client records in database systems.
• Improved customer satisfaction ratings through responsive query resolution.
• Reduced customer wait times by adhering to call target timeframes.
• Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
• Followed up customer queries to check provided solutions met expectations.
• Built positive customer rapport through friendly, professional communication.
• Logged customer communications for complete service records.
• Entered, updated and removed customer information to keep accounts current.
• Asked probing questions of clients to understand needs and identify actionable requirements.
• Set up appointments for customers and entered work tickets to obtain needed services for clients.