Mia Clarke

In my current role as a Customer Service Consultant on the RLI Bereavements Team we are the dedicated first point of contact for customers reporting bereavements. As we are a bereavements team we always make sure to provide empathetic, sensitive and professional support during difficult circumstances.

I have been working towards gaining an A3 role and have recently become the Breach Officer for the RLI Bereavements team this includes reporting breaches to senior management making sure they are reported correctly and efficiently. I have also been learning more about the different policies held within our team and learning how the different systems work which the policies are held on, this has helped to lower the workload and provide a quicker turn around time for customers. In my current role as a Customer Service Consultant I have many roles and responsibilities such as:

• Maintaining the highest standards of professionalism whilst managing customer interactions.
• Managing confidential information professionally to maintain privacy standards within the organisation.
• Working as part of a team to improve overall customer experience.
• Improving overall efficiency with time management and multitasking abilities.
• Continue to participate actively in team meetings offering feedback for enhanced service delivery.
• I assist customers with varying questions using product knowledge and service expertise.
• Managing end-to end bereavement cases ensuring the accurate processing of account changes, closures and relevant documentation in line with company policies and regulatory requirements.

When first joining the NHS I started working as a clerical officer on the call centre team. The call centre gave me the best start to my career by helping me learn and understand all of the different software's that are used throughout the hospital. The call centre is the main point of contact for all patients, so this would involve high volumes of calls coming through each day answering any queries that patients may have or redirecting them to the correct department.

Other Surgical Team Leader (Medical Records)

I gained the opportunity to become a team leader within medical records working on the other surgical team. The team covers all different aspects for seven different departments within the hospital. Within my this role came many roles and responsibilities such as:

• Answered questions from patients and clinicians accessing medical records.
• Updated patient records with any new information.
• Followed required policies and protocols regarding medical releases to authorised persons or agencies.
• Maintained good communication with other members of staff in and outside of the team to create a smooth process for all patients.
• Presented data in a clear, concise and functional format.
• Maintained files in accordance with company policies and legal requirements.
• Received big influxes of calls from patients with any queries and also making outbound calls to patients and GP practices.
• Managed email boxes

At La Maternelle Nursery I played a key role caring for and educating the children within the setting. I did have my own key group of children at the time, and I was responsible for their learning as well as knowing, and planning for, their next steps and meeting individual needs. When becoming a nursery practitioner I continued to grow my knowledge by completing online courses and by making sure I have completed the tasks that have been set. My previous role as a key person and practitioner required me to fulfil many different areas within the role including:

• Developing trusting relationships with children, parents and staff.
• Designing educational activities for young children in line with Early Years Foundation Stage (EYFS) curriculum.
• Updating online learning journals with excellent systems knowledge.
• Preparing functional facilities and learning resources in collaboration with the room leader and other practitioners.
• Maintaining accurate learning journey records, sharing updates with parents and carers for cohesive childcare.

I joined Indigo Hairdressing as an apprentice which allowed me to develop and learn through on the job training as well as gaining accreditations. I navigated most of my online learning through the pandemic, from this I was able to successfully complete my apprenticeship early and become a fully qualified hairdresser. I had many responsibilities such as:

• Supported Reception efficiency by taking phone calls, inputting appointments and collecting payments.
• Updated customer files with colour notes, preferences, and services delivered.
• Promoted products and services on social media platforms, increasing potential client engagement.
• Resolving customer complaints in a professional manner.
• Face to Face customer interaction and determine their needs.
• Built successful, long-standing client relationships, increasing repeat and referral business.