Paula Hood
Bradford,West Yorkshire
Summary
I am a detail-oriented professional with a strong foundation in customer service procedures, adept at fostering excellent customer relations and resolving issues efficiently. Demonstrates exceptional time management, adaptability to changing situations, and a diplomatic approach to handling challenges. Committed to delivering high-quality service while maintaining patience and professionalism in all interactions.
Overview
25
25
years of professional experience
10
10
years of post-secondary education
Work History
Admin assistant to Immigration advisory service.
Aidmark Immigration LTD
Bradford Abbas, West Yorkshire
05.2021 - 03.2024
- Processed new customer orders, coordinated related documentation.
- Interacted professionally with clients providing excellent service at all times.
- Examined, scanned and input documents on the software system.
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
- Supported accurate record-keeping with proficient data entry skills.
- Contributed to team effort by accomplishing related results as needed.
- Improved customer satisfaction through prompt response to email and phone queries.
Small business owner
Self.
Bradford, West Yorkshire
04.2014 - 02.2018
- Negotiated with vendors for cost-effective deals, reduced operational expenses effectively.
- Coordinated special events which boosted the cafe's popularity among locals.
- Encouraged feedback from customers, led to improvements in service offerings.
- Managed staff rota, ensured smooth operations during peak hours.
- Handled cash transactions to maintain accurate financial records.
- Improved customer satisfaction by ensuring prompt and high-quality service.
- Built relationships with suppliers to ensure timely delivery of stock.
- Resolved customer complaints, enhanced overall customer experience at the cafe.
- Enhanced cafe ambiance by regularly updating decor and layout.
- Applied health and safety regulations, provided safe environment for both staff and customers.
- Maintained inventory for uninterrupted supply of ingredients and food items.
- Ensured cleanliness and hygiene with regular inspections and maintenance.
- Developed cafe menu for increased variety and customer engagement.
- Trained and mentored 2 team members effectively, developing high-achieving, driven staff.
- Checked end-of-day finances against orders processed to minimise losses.
- Tracked and sourced supplies to keep ingredients fresh and minimise waste.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Built loyal customer base by creating welcoming environment with top quality service.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
Drug rehabilitation worker
DISC Developing Initiatives Supporting Communities
Leeds, West Yorkshire
07.2010 - 04.2014
- Assessed client needs accurately assisting in formulating appropriate rehabilitative plans.Implemented treatment plans which increased patient independence and self-care skills.
- Encouraged patient participation in leisure activities for overall health improvement.
- Coordinated with multidisciplinary teams to ensure holistic care of patients.
- Conducted home visits for assessing patient environments and suggesting necessary adaptations.
- Facilitated group therapy sessions for improved community integration.
- Developed therapeutic relationships with patients, promoting trust and cooperation.
- Facilitated effective communication between patients and healthcare professionals leading to better understanding and treatment outcomes.
- Monitored patient progress, adjusting rehabilitation plans as required.
- Assisted in the provision of equipment aids, making daily living tasks easier for patients.
- Participated actively in team meetings contributing valuable insight into patient care.
- Provided emotional support to patients, thus enhancing their mental well-being.
- Advocated for patients' rights and accessibility issues, ensuring inclusivity in all services provided.
- Reported health and well-being concerns to clinical teams for observation and monitoring.
- Treated patients with dignity and respect to uphold high-quality clinical care services.
- Kept patient records securely stored for compliance with confidentiality and privacy policies.
- Assisted patients in achieving aspirations through focused, attentive rehabilitation support.
- Provided compassionate patient and family support to build trust in rehabilitation processes.
- Attended regular training and supervision workshops for improved service user support.
- Maintained confidential case documentation in line with data protection regulations.
- Monitored service user progress, escalating concerns for swift resolution.
- Documented detailed reports on each session, allowing for accurate monitoring of patient progress over time.
- Liaised with families and caregivers to develop balanced rehabilitation programmes.
Mortgage arrears collections agent
Bradford & Bingley Bank plc
Bradford, West Yorkshire
08.2007 - 07.2010
- Negotiated payment plans for improved revenue collection.
- Improved customer relations with empathetic and understanding approach to collections.
- Consistently met monthly collection goals due to tenacious follow-up techniques.
- Updated client files regularly, ensuring accurate record keeping for future reference.
- Managed high-volume calls daily; maintained patience and professionalism at all times.
- Conducted thorough research for enhanced debtor tracing efforts.
- Maintained compliance with FCA regulations, ensuring ethical debt collection practices.
- Monitored overdue accounts closely leading to quicker resolutions in outstanding payments.
- Demonstrated professionalism whilst dealing with difficult conversations about finances.
- Utilised negotiation skills, leading to increased rates of settlement agreements.
- Advocated for customers experiencing financial hardships, providing suitable payment options.
- Collaborated effectively with team members to meet collection targets.
- Achieved successful debt recovery by maintaining constant communication with customers.
- Persistently contacted customers with extremely past due accounts to recover lost revenue.
- Collected on past due accounts with average 3 months delinquency.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Worked in call-centre environment handling high-volume outbound calls to meet and exceed daily quotas.
- Followed company protocols to keep sensitive and financial information secure.
- Communicated with customers diplomatically and respectfully.
- Contacted customers to arrange or collect payments.
- Recommended legal action or discontinuation of service in cases of non-payment.
Insurance sales agent
Royal Bank of Scotland (Privilege Insurance)
Leeds, West Yorkshire
04.1999 - 08.2007
- Promoted insurance packages to meet client needs.
- Increased client trust by providing comprehensive insurance advice.
- Assisted in policy renewals, resulting in customer retention.
- Provided detailed explanations of insurance policies to prospective clients.
- Collaborated effectively with the sales team to achieve targets.
- Demonstrated excellent negotiation skills whilst closing deals with potential clients.
- Responded promptly to all client queries and concerns.
- Handled insurance queries from quotation stage to renewal.
- Processed customer instructions for policy amendments.
- Guided clients on correct coverage limits based on analysis of risk factors.
- Maximised revenue by converting enquiries into sales.
- Adhered strictly to ethical standards whilst selling insurance products.
- Maintained updated knowledge on new products or changes in regulations.
- Drove business growth by cross-selling products, leading to better profit margins.
- Helped customers determine appropriate products and policy terms.
- Outlined insurance policies to protect customer interests and meet regulatory requirements.
- Drafted quotes detailing policy premiums, coverages and payment structures.
Education
The City & Guilds 706 1&2 qualification - Food Preparation and Service
Thomas Danby Catering Collage
Leeds 09.1983 - 06.1985
GCSEs - English
City of Leeds High School
Leeds 09.1981 - 06.1983
GCSEs - General Sciences
City of Leeds High School
Leeds 09.1981 - 06.1983
GCSEs - Maths
City Of Leeds High School
Leeds 09.1981 - 06.1983
GCSEs - Modern History
City of Leeds High School
Leeds 09.1981 - 06.1983
GCSEs - Home economics and domestic science
City Of Leeds High School
Leeds 09.1981 - 06.1983
Skills
- Excellent time management
- Excellent understanding of Customer service procedures
- Patience and diplomacy
- Excellent Customer relations
- Issue resolution
- Adaptable to changing situations
References
References available upon request.
Timeline
Admin assistant to Immigration advisory service.
Aidmark Immigration LTD
05.2021 - 03.2024
Small business owner
Self.
04.2014 - 02.2018
Drug rehabilitation worker
DISC Developing Initiatives Supporting Communities
07.2010 - 04.2014
Mortgage arrears collections agent
Bradford & Bingley Bank plc
08.2007 - 07.2010
Insurance sales agent
Royal Bank of Scotland (Privilege Insurance)
04.1999 - 08.2007
The City & Guilds 706 1&2 qualification - Food Preparation and Service
Thomas Danby Catering Collage
09.1983 - 06.1985
GCSEs - English
City of Leeds High School
09.1981 - 06.1983
GCSEs - General Sciences
City of Leeds High School
09.1981 - 06.1983
GCSEs - Maths
City Of Leeds High School
09.1981 - 06.1983
GCSEs - Modern History
City of Leeds High School
09.1981 - 06.1983
GCSEs - Home economics and domestic science
City Of Leeds High School
09.1981 - 06.1983
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