Summary
Overview
Work history
Education
Skills
Additional Information
Work availability
Timeline
Hi, I’m

Rebecca Louise Woodward

Pontefract,West Yorkshire
Rebecca Louise Woodward

Summary

Goal-oriented manager dedicated to building and overseeing first-rate teams in numerous settings. I am an encouraging leader with a demonstrated record of achievement within the customer service industry which has led to me achieving numerous awards for outstanding excellence.

I am experienced in leading call center operations with more than 25 employees and continuously excel my expected job duties.

Overview

16
years of professional experience

Work history

Sheffield Council

Senior Officer
03.2023 - Current

Job overview

  • Working as part of a team on a highly scrutinised government scheme ensuring a smooth and efficient ending for all involved
  • Making effective decisions in a financial setting to ensure government investments are distributed fairly
  • Managing an extremely high personal workload on a daily basis, delegating tasks between the team to ensure we are prioritising high importance tasks
  • Dealing with difficult situations/conversations with businesses and residents regarding financial status, orally and written
  • Build strong relationships with external financial agencies, council leaders and partners to keep to KPI'S and in line with corporate priorities
  • Find improvements needed to maintain service delivery and implement these throughout the team by developing business processes
  • Ensuring team moral is kept high on a demanding and dynamic project
  • Providing In depth training sessions with new colleagues
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

HMRC

Customer Service Officer
03.2022 - 03.2023

Job overview

  • Provide friendly and professional assistance to customers via phone, email, or online chat regarding their financial inquiries, account information, transactions, and other related concerns
  • Develop a comprehensive understanding of the governments financial services to effectively guide customers and provide relevant information
  • Track team members' performance and progress toward individual and team goals
  • Implement performance improvement plans as needed
  • Collaborate with management to set clear and achievable performance targets for the team aligned with the company's objectives
  • Identify skill gaps within the team and organize or facilitate training sessions to enhance their financial knowledge and expertise
  • Assist team members in building and maintaining strong client relationships, ensuring a high level of customer satisfaction, as well as addressing complex financial issues and providing solutions to client concerns
  • Ensure that team members comply with all relevant financial regulations, company policies, and industry standards
  • Organize team-building activities and initiatives to boost team morale and strengthen interpersonal relationships.

Homemaker

Maternity leave
11.2018 - 03.2022

Job overview

Ultima furniture/DIY Kitchens
South Elmsall, Wakefield

Customer Service Advisor
11.2017 - 11.2018

Job overview

  • Collaborate with clients to understand their kitchen design requirements, preferences, and budget constraints
  • Using my expertise in budget management by suggesting cost effective solutions and using my kitchen design principles to create a customized plan
  • Utilized design software to create detailed 3D visualizations of the proposed kitchen designs, helping clients visualize the end result
  • Provide friendly and professional customer service to clients throughout the design process, addressing their inquiries, concerns, and requests promptly achieving positive customer feedback
  • Oversee the entire design project, ensuring that timelines are met, and all necessary resources are allocated
  • Collaborate with other designers, architects, contractors, and vendors to coordinate efforts and ensure smooth project execution
  • Provide guidance and mentorship to junior designers or customer service representatives, fostering their professional growth and development
  • Build strong relationships with clients, ensuring their satisfaction with the design process ensuring client retention and referrals.

Next
Doncaster, South Yorkshire

Deputy Manager/ Acting Manager
03.2016 - 11.2017

Job overview

  • Applied expertise in leadership skills to Motivate, and inspire a team of call centre operatives and supervisors to achieve performance goals and maintain a positive work environment
  • Monitor and analyze call centre performance metrics by creating weekly performance reports, such as call volume, response times, and customer satisfaction, and implement strategies to improve performance resulting in improved business operations
  • Coordinate and conduct training programs to ensure that the team are equipped with the necessary skills and knowledge to deliver excellent customer service
  • Recruited and trained driven, dedicated team members, reducing staff turnover.
  • Efficiently allocate staffing resources to meet call volume demands while maintaining appropriate service levels
  • Designed employee incentives and recognition schemes to achieve team targets.
  • Develop strategies to enhance the overall customer experience by identifying areas for improvement and implementing customer-centric solutions
  • Handle escalated customer inquiries and complaints, ensuring prompt and effective resolutions
  • Monitor and manage the call centre budget, ensuring cost-effectiveness and resource optimization
  • Promote a culture of continuous improvement within the call centre, identifying opportunities to enhance processes and procedures
  • Upskilled staff through targeted training opportunities, enhancing team capabilities.
  • Ensure that the call centre operates in compliance with relevant industry regulations and company policies
  • Work alongside HR when investigating staff issues to ensure investigation/disciplinary process is always adhered to, ensuring a fair outcome for all.

Homemaker

Maternity Leave
03.2016 - 11.2017

Job overview

NHS

Waiting list coordinator
07.2009 - 03.2010

Job overview

  • To manage and maintain the Consultants waiting lists
  • To keep an up-to-date and accurate record of all patients' case notes
  • Ensure all changes to the waiting list are dealt with promptly and accurately
  • To ensure funding has been identified before patients are listed for surgery
  • Meeting National Cancer targets
  • To be responsible for collaborating with the Consultant in selecting patients for admission
  • Contacting patients, GPs, internal and external departments in order to collate necessary information and take appropriate action
  • Communicate the shortfalls to the Consultants, Co-coordinators and Service Managers and work with them to agree an action plan
  • Telephoning patients daily to cancel their date for surgery, having the ability to stay calm, being tactful and empathetic in a hostile environment.

NHS

01.2009 - 07.2009

Job overview

  • Being the first point of call in an inbound contact centre for all 3 Mid Yorkshire hospitals, booking in trade jobs when needed
  • Using computer systems to index dockets (edit, replace, touch up) ready to be placed into database
  • Ensuring all jobs are in the database
  • Helping wherever possible to get rid of backlog and meet deadline.

Yorkshire Bank

Customer Service officer
05.2007 - 11.2008

Job overview

  • Up-selling bank products / services
  • Inward and outbound calls, dealing with enquiries and complaints
  • Maintaining customer satisfaction
  • Processing payments and withdrawals in accordance with strict regulations
  • Maintaining an awareness of FSA regulations
  • Overseeing the management of administrative tasks
  • Been the first point of contact for customers whether it being reception duties or cashier
  • Lead generated sales
  • Managing cash deliveries and pickups

Education

St. Wilfrids Catholic High School
Featherstone, Wakefield

GCSEs

University overview

Completed GCSE'S totaling 11 A-C's as seen below;

Mathematics- A

English Language- B

English Literature- B

Science double award- C X 2

IT GNVQ (This included Microsoft Office) - B x 4

RE- B

Child Development- C


Skills

  • Engaging leadership style
  • Persuasive negotiator
  • De-escalation strategies
  • Training and development
  • Adherence to high customer service standards
  • Performance management
  • Excellent time management skills
  • Complaint resolution
  • Call centre operations
  • MS Office proficiency
  • Personnel training and development
  • Effective workflow management
  • Effective problem solver
  • Employee management
  • Financial and cash flow analyses
  • Knowledge of Microsoft Office Software
  • Programme development

Additional Information

Additional Information
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  • OFFICIAL
Availability
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Timeline

Senior Officer
Sheffield Council
03.2023 - Current
Customer Service Officer
HMRC
03.2022 - 03.2023
Maternity leave
Homemaker
11.2018 - 03.2022
Customer Service Advisor
Ultima furniture/DIY Kitchens
11.2017 - 11.2018
Deputy Manager/ Acting Manager
Next
03.2016 - 11.2017
Maternity Leave
Homemaker
03.2016 - 11.2017
Waiting list coordinator
NHS
07.2009 - 03.2010
NHS
01.2009 - 07.2009
Customer Service officer
Yorkshire Bank
05.2007 - 11.2008
St. Wilfrids Catholic High School
GCSEs

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Rebecca Louise Woodward