RACHEL REBECCA JONES
Pontypool,Torfaen
Summary
Highly motivated professional with a strong work ethic and a proven ability to manage multiple tasks efficiently. Demonstrates excellent decision-making skills, initiative, and proactivity. Possesses exceptional time management skills, organisational abilities, and a talent for prioritising tasks to meet deadlines consistently. Adept at team collaboration and professional relationship management, with a keen understanding of business ethics. Skilled in customer support via social media and proficient in using time management software. Committed to continuous learning and driven by a desire to succeed.
Overview
25
25
years of professional experience
2032
2032
years of post-secondary education
Work history
Customer care coordinator
GC Windows Ltd.
Pontypool
10.2023 - 09.2025
- Responded to customer enquiries via phone calls, emails, and voicemails to ensure satisfaction.
Handled multiple communication channels efficiently to resolve issues quickly. - Assess and resolve customer complaints swiftly and thoughtfully..
- Engaging in open and interactive communication to foster trust and cultivate sustainable relationships with customers.
- Maintaining customer service records, encompassing confidential information, in accordance with GDPR guidelines.
- Upholding a consistently positive, empathetic, and professional demeanour towards customers.
- Develop effective and efficient route timetables in collaboration with engineers to address customer enquiries.
- Escalate issues and queries to management when required.
- Generated detailed reports regarding customer requests, ensuring alignment with Service Level Agreements (SLAs).
Monitored service performance metrics to uphold SLA standards. - Establishing rapport with housing developers and suppliers.
- Utilise Customer Care Portal to administer and resolve customer enquiries.
- Administer and thoroughly record weekly fire alarm evaluations and emergency fire lighting activities.
- Guided customers daily, managing complaints with a consistently positive demeanour.
- Adept at Excel and data visualisation tools, applied to create weekly performance reports for management.
Claim Handler
Markerstudy Group Insurance Services Limited
Pontypool
02.2021 - 10.2023
- Ensuring prompt and accurate payment of valid claims and querying any animalities.
- Collating information from customers and veterinary practices to assess claims appropriately.
- Identifying potential fraudulent claims and following agreed process for referral.
- Ensuring that high levels of customer service is offered throughout processing of accurate and timely information.
- Maintaining a consistent and energetic approach whilst building a rapport with internal and external customer to establish customer relations.
- Handling all calls efficiently and professionally to agreed service standards.
- Composing/editing correspondence ensuring all documentation is professional and correct.
- Accurately enter claims data onto our in-house system.
- To comply with Health and Safety policies and procedures.
- Attending training and participating in Team meetings.
- Remote
Student Veterinary Nurse to Qualified Registered Veterinary Nurse
Summerdale/Summerwood Veterinary Clinic
Pontypool, Torfaen County Borough
12.2017 - 02.2021
- Adhering to Standard Operating Procedures (SOPs) specific to operation
- Calculation of precise medication dosages under direction of veterinary surgeon.
- Fire Safety Officer for practice.
- Performed thorough risk assessments within workplace to maintain safety standards for colleagues, animals, and self.
- Remaining current with relevant legislations and implementing effectively.
- Ensured exceptional health and safety standards during cadaver preparation and storage.
- Organising accurate documentation for safe handling and transportation of infectious waste and sharps disposal.
- Building strong rapport with colleagues.
- Preparing and dispatching laboratory samples
- Designed and implemented training frameworks to uphold HSE regulatory compliance.
- Implementing grievance management, disciplinary measures, performance evaluations and training initiatives.
- Ensuring compliance with General Data Protection Regulation (GDPR) and associated legal framework
- Financial transactions and banking operations.
- Fostering positive connections with clients and fellow professionals.
Nursing Assistant and Receptionist
Dinas Vets
Vale of Glamorgan, Vale of Glamorgan
02.2012 - 11.2016
- Provided high-quality patient care, resulting in increased comfort and satisfaction.
- Engaged elderly dementia patients through cognitive stimulation activities promoting mental well-being.
- Facilitated meal preparation and feeding for malnourished patients, improving their overall health condition.
- Developed strong rapport with patients through active listening and empathy, encouraging open communication.
Nursing Assistant, Receptionist and Supervisor
Budget Vets
Newport
05.2008 - 01.2012
- Facilitated meal preparation and feeding for malnourished patients, improving their overall health condition.
- Communicated effectively with patients and families for better understanding of treatments.
- Managed proper waste disposal within the ward, maintaining a sanitary environment.
- Utilised basic nursing equipment proficiently whilst providing routine care to bedridden patients.
Store manager and Floor Manager
Newlook Retailers
Cwmbran, Torfaen County Borough
01.2005 - 01.2008
- Responsible for the correct input of colleagues working hours into the relevant system.
- Assist in generating sales opportunities, delivering feedback to enhance team productivity, customer service, and visual merchandising standards.
- Upholding product understanding and relevance.
- Communicate key business messages effectively to both owned and concession team members.
- Participating in weekly conference calls.
- Promoting a culture of Health and Safety compliance throughout the organisation.
- Sustain complete compliance of store, inclusive of back of house areas, with trading standards legislation, health & safety legislation, and security standards.
- Supervise a large team of floor workers efficiently.
- Fostered a healthy and positive environment for all colleagues..
- Assemble and deliver project reports for senior management.
- Supported employees in advancing skills relevant to job responsibilities.
Shop assistant and Visual Merchandiser
Topshop Retailers
Cwmbran, Torfaen County Borough
10.2000 - 01.2004
- Upheld company policies whilst dealing with returns and exchanges.
- Coordinated closely with management on shop floor layouts and visual merchandising.
- Handled cash register efficiently, ensuring accurate transactions.
- Updated window displays regularly for fresh store appeal.
Education
Fire warden course - Health and Safety
GC Windows Ltd
Pontypool, Torfaen County Borough /2024 - 12.2024
Veterinary Nursing Level 3 Diploma - Veterinary
Coleg Gwent Usk
Pontypool, Torfaen County Borough 09.2019 - 09.2022
Veterinary Nursing Level 2 Diploma - Veterinary
Abbeydale Vetlink Training College
Monmouth, Monmouthshire 10.2024 - 09.2024
Higher National Diploma (HND) - Fashion Textiles and Garment Manufacturing
University of Glamorgan
Pontypool 09.1998 - 09.2000
BETEC Level 3 Diploma - Art & Design
Coleg Gwent Pontypool
Pontypool, Torfaen County Borough 09.1996 - 09.1998
Skills
- Life skills
- Desire to succeed
- Quick learning
- GCSE-level education
Equivalent qualifications - Team collaboration
- Excellent decision-making skills with the ability to demonstrate initiative
- Questioning techniques
Listening proficiency
Retention of detailed information - Time management skills
- Professional relationship management
- Strong work ethic
Organizational skills
Deadline management
Initiative and proactivity
Quality assurance - Prioritizing tasks efficiently
Meeting deadlines consistently
Managing multiple tasks - Problem solving
Creative thinking
Decision making
Analytical skills - Self-starter mentality
Opportunity recognition
Innovative thinking - Understanding of business ethics
- Customer support via social media
- Time management software
Hobbies and Interests
I have a very keen interest in Egyptology and have done for many years. I have, over the years collected many artefacts and information with relation to Egypt’s history., I have a few hobbies that I like to participate in, in my free time. I enjoy hiking and just basically being in the outdoors. I also like baking in my spare time., I am an enthusiastic amateur baker who enjoys regularly providing treats for my family and friends., I’m an amateur photographer too so when I go out hiking, I take the opportunity to take my camera with me.
PERSONAL DETAILS
- Excellent references available on request.
Timeline
Veterinary Nursing Level 2 Diploma - Veterinary
Abbeydale Vetlink Training College
10.2024 - 09.2024
Customer care coordinator
GC Windows Ltd.
10.2023 - 09.2025
Claim Handler
Markerstudy Group Insurance Services Limited
02.2021 - 10.2023
Veterinary Nursing Level 3 Diploma - Veterinary
Coleg Gwent Usk
09.2019 - 09.2022
Student Veterinary Nurse to Qualified Registered Veterinary Nurse
Summerdale/Summerwood Veterinary Clinic
12.2017 - 02.2021
Nursing Assistant and Receptionist
Dinas Vets
02.2012 - 11.2016
Nursing Assistant, Receptionist and Supervisor
Budget Vets
05.2008 - 01.2012
Store manager and Floor Manager
Newlook Retailers
01.2005 - 01.2008
Shop assistant and Visual Merchandiser
Topshop Retailers
10.2000 - 01.2004
Higher National Diploma (HND) - Fashion Textiles and Garment Manufacturing
University of Glamorgan
09.1998 - 09.2000
BETEC Level 3 Diploma - Art & Design
Coleg Gwent Pontypool
09.1996 - 09.1998
Fire warden course - Health and Safety
GC Windows Ltd
/2024 - 12.2024