NAMI HUGHES

I have been working here for 19 months currently, I work for the Ear Nose and Throat and Oral and Maxillofacial department. My daily job duties include:

• Registering and adding referrals to our waiting list
• Booking/Canceling/Rescheduling appointments
• Canceling/Rescheduling and Adjusting clinics
• Taking inbound calls
• Contacting patients regarding appointments
• Responding to emails and liaising with consultants and their secretaries Dealing with day to day patient enquiries and complaints
• Booking and canceling clinics short notice.

This job has truly assisted me in being able to work in a fast paced environment under stressful conditions at times (Regarding short notice clinic cancellations as well as being understaffed and having to take on certain roles alone for multiple months) allowing me to remain calm under stress so I can perform at my best no matter the situation. Having day to day communication with patients in the hospital as well as the secretaries and consultants has made me exceptionally confident in my verbal communication skills and written skills as well as my social skills in general.

I decided to do something different to enjoy my personal hobbies for a small while. I worked at a tattoo studio named ‘Ghost Ship Tattoo'. I was employed here as a receptionist as well as an assistant towards the 5 tattoo artists who worked there. Daily duties included;

• Opening the shop at 10AM
• Handled incoming telephone calls, greeted visitors and answered queries.
• Took payments by phone and in person.
• Cleaned and inspected lobby to create professional and welcoming environment.
• Responded to emails providing answers to queries and passing on relevant messages.
• Oversaw staff appointment bookings to prevent double-booking and schedule conflicts with artists.
• Managed multiple artists diaries and appointments.
• Managed multiple social media accounts including Instagram, Facebook and Emails.

I worked remotely during the Corona-Virus lockdown and thoroughly enjoyed it and I am confident in my ability to work remote/from home. I managed deposit handling, customer inquiries, complaints etc all from home, Whilst keeping the social media accounts up to date and providing quality customer service.

I worked for Serco for 2 years, working in the PIP (Personal Independence Payment) Department. Within this job I was a call agent taking phone calls from people wanting to apply for benefits. I was required to take their personal information (Name, Dob, Medical Information etc) and ensure that it was correct. I would guide the client through an application form they had to complete in order to claim PIP payments. Some of my daily job duties I exceeded in included;

• Assisted clients during online navigation and successfully directed them to appropriate services.
• Meeting call speed and accuracy regularly.
• Managed high volume inbound calls.
• Demonstrating in-deep application knowledge during calls and understanding customer needs.
• Exceeded customer expectations and adhered to company policies to efficiently exceed within the role.
• Understanding customer needs including any complaints, worries or inquiries and assisting them with these.
• Logging any customer complaints and putting those through to the team leader.