Nicole Williams
Manchester
Summary
I am a motivated and confident individual seeking new employment. With strong experience in customer-facing roles, I am confident engaging with a diverse range of individuals and addressing varying needs with professionalism and understanding. I adapt quickly to new environments and remain calm under pressure. I bring a range of transferable skills, including strong interpersonal skills, adaptability and time management. Accustomed to working independently and collaboratively, I enjoy managing my workload efficiently and delivering excellent service. Seeking to join a vibrant new environment where I can progress, develop new skills and contribute meaningfully.
Overview
6
6
years of professional experience
Work history
Prison Custody Officer
Sodexo HMP Forest Bank
2025.11 - 2026.03
- Maintained safety, security, and order within a custodial environment through supervision, monitoring, and regular checks
- Escorted prisoners to activities, healthcare, and appointments while ensuring compliance with procedures
- Responded to incidents and emergencies calmly and professionally, following security and safety protocols
- Observed and reported behavioural or welfare concerns, supporting prisoner wellbeing and risk management
- Conducted searches of cells and individuals to prevent prohibited items and maintain security standards
- Completed detailed reports and records of incidents, movements, and daily activities
Lead Service Operations Advisor
Kaplan UK
Manchester
2022.04 - 2025.11
- Acted as the first point of contact, welcoming visitors and providing information in a helpful, approachable manner.
- Provided friendly, professional support to students and staff across phone, email, and in-person enquiries.
- Guided students through processes and resolved issues efficiently, ensuring a positive experience.
- Managed administrative tasks including scheduling exams, enrolling students onto courses, and maintaining accurate records.
- Created and updated call and enquiry logs, supporting smooth office operations and clear communication.
Activities Operator
Continuum Attractions
Salford Quays
2021.06 - 2022.04
- Supported children of all ages in a high-energy obstacle course environment, teaching them how to safely put on harnesses and guiding them step-by-step through activities and gameplay.
- Provided clear, patient instructions and encouragement, helping children build confidence, learn new skills, and enjoy the experience safely.
- Maintained a safe environment by checking equipment and monitoring activities, quickly identifying and resolving any hazards.
- Acted as a positive role model, offering reassurance and support while promoting teamwork, listening skills, and respect for others.
- Stayed calm under pressure, managing fast-paced situations while ensuring all children and adults had a fun, safe, and rewarding experience.
Outbound Sales Advisor
The Growth Company
Manchester
2020.03 - 2021.05
- Provided friendly and professional support to customers, taking inbound calls and answering enquiries efficiently.
- Listened to customer needs and offered accurate advice, ensuring a positive experience.
- Input and maintained customer data accurately in internal systems.
- Assisted in training new team members, supporting a smooth and organised working environment.
Education
Master's degree - Screen Acting
The University of Salford
Salford 2020.01 - 1 2021
Bachelor of Arts - Acting and Performance Practice
Newcastle College Group
Newcastle upon Tyne 2016.09 - 6 2020
Skills
- Phone etiquette
- Teamwork
- Attention to detail
- Customer service
- Conflict resolution & de-escalation
- Time management & organisation
- Effective communication & empathy
- Decision-making under pressure
- Microsoft Office & CRM systems
Additional information
- Key Skills
- Customer service & client support
Timeline
Prison Custody Officer
Sodexo HMP Forest Bank
2025.11 - 2026.03
Lead Service Operations Advisor
Kaplan UK
2022.04 - 2025.11
Activities Operator
Continuum Attractions
2021.06 - 2022.04
Outbound Sales Advisor
The Growth Company
2020.03 - 2021.05
Master's degree - Screen Acting
The University of Salford
2020.01 - 1 2021
Bachelor of Arts - Acting and Performance Practice
Newcastle College Group
2016.09 - 6 2020