Matthew Lord
London
Summary
Dedicated professional with expertise in online customer assistance and customer service, specialising in complaint management and resolution. Demonstrates strong skills in conflict resolution and informed decision making, ensuring efficient data entry and effective database management. Multilingual abilities enhance rapport establishment and personnel motivation, contributing to a seamless customer experience.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work history
Veterans Referral Officer
West London Mission -Strides
London, Greater London
2025.09 - 2026.01
- Upheld laws and regulations within my jurisdiction, ensuring compliance from all parties involved.
- Conducted risk assessments to ensure public safety.
- Managed conflict resolution for maintaining peace in the facility.
- Implemented organisational policies to streamline service delivery processes.
- Improved team efficiency with regular training sessions.
- Collaborated with colleagues for effective teamwork.
- Delivered exceptional service to visitors, improving overall satisfaction.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Wrote detailed reports to improve case documentation accuracy.
Case Worker and Referral Officer
Riverside Housing -OpFortitude
London, Greater London
2024.03 - 2025.09
- Assessed individual needs of clients to tailor appropriate support plans.
- Facilitated access to community programmes and resources, ensuring clients received timely support based on eligibility and application requirements.
- Created targeted support programmes based on client interviews and assessments.
- Managed extensive case loads, improving organisational workflow and client response times.
- Streamlined internal procedures through effective casework management techniques, enhancing overall service delivery.
- Liaised closely with other professionals for multi-disciplinary approach towards casework.
- Evaluated case outcomes with a focus on continuous improvement measures.
- Maintained detailed records of all casework activities to ensure regulatory compliance.
Employability Advisor and Trainer
Ingeus
London, London
2022.03 - 2024.04
- Designed training programmes aligned with key organisational objectives, enhancing employee capability and performance.
- Conducted needs analysis to identify workforce skill gaps, informing targeted training initiatives.
- Selected and engaged external trainers based on specific training needs, ensuring alignment with organisational goals.
- Collaborated with management to create personalised development plans for employees.
- Stayed abreast of latest industry trends; incorporated these into relevant courses.
- Demonstrated exceptional communication skills when conveying complex concepts in simple terms.
Education
Bachelor of Arts - English Literature and History
University of Ulster
London 2008.06 - 2011.06
Skills
- Online customer assistance
- Customer Service
- Complaint management
- Complaint resolution
- Conflict resolution
- Informed decision making
- Data entry efficiency
- Database management
- Multilingual
- Rapport establishment
- Personnel motivation
Languages
French
Fluent
Spanish
Fluent
Italian
Fluent
Timeline
Veterans Referral Officer
West London Mission -Strides
2025.09 - 2026.01
Case Worker and Referral Officer
Riverside Housing -OpFortitude
2024.03 - 2025.09
Employability Advisor and Trainer
Ingeus
2022.03 - 2024.04
Bachelor of Arts - English Literature and History
University of Ulster
2008.06 - 2011.06