Rebecca Hornsby

• Developed comprehensive intelligence briefings for senior leadership.
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During the six years working within the police control room, I was an operative, a trainer, and a deputy team leader. My extensive duties include:

· Coordinated responses to emergency situations, ensuring rapid action taken.

· Maintained calm environment, ensuring high-pressure situations were managed effectively.

· Liaised with police officers, facilitating effective incident resolution.

· Dispatched units to crime scenes, enabling immediate response.

· Managed sensitive information with strict adherence to confidentiality regulations.

· Implemented protocols with precision during crisis situations.

· Logged incident reports accurately, maintaining a precise record of events.

· Prioritised emergencies using established protocol. Prioritised emergencies using established protocol.

· Coordinated daily tasks, ensuring smooth workflow within the team.

· Coached team members through new or difficult workflows.

· Led performance reviews and tailored employee feedback to facilitate professional development.

· Recognised exceptional individual performance for improved motivation.

Designed and implemented training to further develop staff, based on Force goals.

• Resolved pressing customer issues, ensured repeat business.
• Handled high volume of calls daily for faster issue resolution.
• Assisted customers in product selection to boost sales.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Maintained up-to-date knowledge, resulting in effective product promotion.

I was responsible for stock control and maintenance of the computer database. I also liaised with the customers on a daily basis, promoting new releases, and managing returns.