- Playing tennis, walking, singing, music, cats, gardening
ROBERT FERGUSON
London,Waltham Forest
Summary
Experienced customer service specialist with a qualification in counselling. Demonstrated success in providing high-quality service and building strong client relationships. Aiming to secure a role that offers opportunities for growth and contribution until retirement.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Humanistic Counsellor
Private Practice
London, Waltham Forest
04.2024 - 03.2026
- Conducted one-to-one counselling sessions to assess clients' mental health needs and develop tailored support plans.
- Delivered empathic support and validation to clients, fostering trust and creating a safe space for open communication.
- Facilitated client resolution of diverse issues by offering tailored advice and referrals to community and self-help resources.
- Pursued ongoing professional development to enhance therapeutic practices and integrate current psychological research into counselling sessions.
- Maintained confidential client records, adhering to professional ethics and legal requirements regarding data protection and privacy.
- Maintained meticulous financial records for tax purposes and business analysis, ensuring compliance with legal obligations.
Volunteer Counsellor
Help Counselling
London
07.2023 - 04.2024
- Maintained excellent client relationships by providing a helpful, supportive, friendly and proactive approach.
- Participated in supervision sessions and peer support groups, reflecting on practice and seeking feedback for professional growth.
- Provided emotional support and guidance to individuals facing mental health challenges, fostering a safe and supportive environment.
- Applied person-centred therapy approaches, valuing clients' perspectives and working collaboratively towards solutions.
Volunteer Counsellor
ELOP LGBT Mental health & well being
London, Waltham Forest
06.2021 - 03.2023
- Provided personalised support and guidance to individuals in need, tailoring approach to individual circumstances to enhance their coping strategies.
- Collaborated with young people identifying as LGBTQI+ to strengthen their self-esteem and resilience, fostering a supportive environment for personal growth.
Volunteer Counsellor
St Joseph's Hospice
London, Hackney
07.2022 - 02.2023
- Advised patients on coping strategies for bereavement, fostering emotional resilience and healing.
- Facilitated individual counselling sessions for grieving clients, guiding emotional processing and supporting recovery journeys.
Worldwide Cabin Crew
British Airways
London, Heathrow
11.2003 - 07.2020
- Delivered safety announcements to inform passengers of emergency procedures. and demonstrated emergency procedures.
- Guided passengers through emergency safety procedures, providing reassurance to alleviate anxiety and ensure compliance.
- Remained calm in highly stressful situations, maintaining order and following emergency procedures.
- Delivered exceptional customer service, responding promptly to passenger inquiries and requests during flights.
- Interacted warmly and professionally with travellers of different backgrounds and cultures, upholding brand standards.
- Resolved conflicts among passengers diplomatically, maintaining peace and safety on board.
- Participated in recurrent training sessions to stay updated on safety protocols and customer service techniques.
- Coordinated with flight deck crew to relay flight details and passenger needs, contributing to seamless operational flow.
- Facilitated smooth boarding and disembarkation processes, assisting passengers with special needs.
- Managed passenger comfort by adjusting cabin lighting and temperature, enhancing overall travel experience.
- Delivered exceptional service to first-class passengers, exceeding their expectations and fostering a luxurious flight experience.
Education
Diploma & BSC - Humanistic Counselling
Metanoia Institute
London, ENG 2020 - 2024
Skills
- Counselling services
- Confidentiality
- Client relationship management
- High-quality customer service
- Attentive Listening
References
Available on request
Interests
Certification
Diploma / BSC - Jan 2024
Timeline
Humanistic Counsellor
Private Practice
04.2024 - 03.2026
Volunteer Counsellor
Help Counselling
07.2023 - 04.2024
Volunteer Counsellor
St Joseph's Hospice
07.2022 - 02.2023
Volunteer Counsellor
ELOP LGBT Mental health & well being
06.2021 - 03.2023
Worldwide Cabin Crew
British Airways
11.2003 - 07.2020
Diploma & BSC - Humanistic Counselling
Metanoia Institute
2020 - 2024