Nicole Leonard
Wigan
Summary
Dedicated professional with a proven ability to maintain professionalism in interactions and deliver empathetic responses, even under pressure. Skilled in multi-tasking, problem-solving, and team building, with strong communication and listening capabilities that foster collaboration and resourcefulness. Committed to leveraging these strengths to drive positive outcomes and support organisational goals.
Reliable individual motivated to apply strong communication and task management skills to support switchboard operations. Superior focus with eye for detail and proven history of calm and collected demeanour. Thrives in both autonomous and team-centered environments.
Overview
5
5
years of professional experience
Work history
ICC Call Handler
North West Ambulance Service
Horwich, Bolton
2025.07 - Current
- Coordinated interactions between customers and technical teams to enhance troubleshooting efficiency.
- Ensured confidentiality and discretion with sensitive caller information at all times.
- Delivered empathetic support to distressed callers, providing necessary reassurances.
- Exhibited composure in high-pressure situations to maintain service quality.
- Enhanced customer satisfaction by swiftly resolving queries and issues.
- Streamlined processing by navigating multiple systems simultaneously during customer interactions.
- Assisted customers to understand complex information using simple language.
- Deescalated tense situations with calm, patient communication style.
- Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
- Exceeded targets consistently without compromising on quality of service provided to clients.
- Managed high volume of calls daily for prompt service delivery.
SEN teaching assistant
Chalk Education
Wigan, Wigan
2023.03 - 2024.08
- Managed behavioural challenges effectively, maintaining a positive learning environment.
- Delivered tailored literacy and numeracy sessions, improving basic skills proficiency.
- Tailored teaching style to suit diverse learning needs, achieving increased engagement.
- Provided emotional support during challenging situations; instilled resilience in pupils.
- Facilitated group activities to promote social interaction among SEN students.
- Encouraged independent learning through structured tasks, boosting self-reliance skills.
Chef
Brewers Fayre
Wigan, Wigan
2023.07 - 2023.08
- Adhered to strict hygiene standards, ensured a clean working environment.
- Demonstrated proficiency in various cooking techniques, improved dish presentation.
- Improved customer satisfaction by creating innovative and appetising menu items.
- Collaborated closely with suppliers, secured fresh ingredients daily.
Crew member
McDonald's
Wigan, Wigan
2021.08 - 2023.01
- Assisted in managing inventory levels to support operations during peak hours.
- Collaborated with team members to foster a friendly work environment that enhances productivity.
- Adhered to strict hygiene practices while handling food to meet safety standards.
- Provided personalised customer service fostering loyalty amongst clients.
- Operated cash registers accurately, ensuring proper handling of transactions.
- Acted as team player by helping colleagues finish their tasks.
- Prepared food and beverages within target timeframes.
Education
GSCE -
Hawkley Hall High School
WiganSkills
- Professionalism in interaction
- Positive disposition
- Multi-Tasking capability
- Strong listening
- Empathetic response
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Resourcefulness
References
Available upon request.
Experience
Hop, Skip and Jump, Volunteer, Wigan, Greater Manchester, 2018, 2019, Assisting children with special needs, Providing a safe and happy environment., This role has given me valuable experience. It has taught me to adapt in challenging situations, provide a nurturing environment for a diverse group of individuals and helped me obtain a professional (but caring) mentality. I communicate excellently with both the children and the parents, and it helped me develop a key eye for detail and a vigilance that has been with me ever since.
Affiliations
- Beauty and Hair
- Piano
- Nature
References
References available upon request.
Timeline
ICC Call Handler
North West Ambulance Service
2025.07 - Current
Chef
Brewers Fayre
2023.07 - 2023.08
SEN teaching assistant
Chalk Education
2023.03 - 2024.08
Crew member
McDonald's
2021.08 - 2023.01
GSCE -
Hawkley Hall High School