Shaday Brown
Brierley Hill,United Kingdom
Summary
PROFFESSIONAL SUMMARY I am passionate about building strong customer relationships, driving a brand loyalty and increasing positive customer engagement. I see myself as a people -oriented individual with attention to detail and a positive attitude. i always strive to try my best and always bring a positive friendly attitude to work. I am always eager to learn new skills. I demonstrate excellent communication skills whilst always maintaining a level of professionalism, confidentiality and patient safety.
Overview
9
9
years of professional experience
Work history
NHS 111 Call Handler
DHU HEALTHCARE
Oldbury, Sandwell
07.2025 - Current
- Maintained confidentiality and discretion with sensitive personal information of callers at all times.
- Ensured accurate record keeping through diligent note-taking during calls.
- Demonstrated exceptional understanding of company products and services, resulting in informed client interactions.
- Exceeded targets consistently without compromising on quality of service provided to clients.
- Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
- Showcased excellent problem-solving skills for effective issue resolution.
- Managed high volume of calls daily for prompt service delivery.
- Multi-tasked effectively whilst maintaining a professional demeanour at all times.
Customer service agent
G4S
Dudley, West Midlands
03.2024 - Current
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Acted as first point of contact for customer issues and queries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Recorded and processed customer data accurately.
- Listened actively to offer accurate information and best solution to their needs.
- Maintained excellent client satisfaction by providing in-depth support.
- Offered current, accurate advice on optional solutions for concerns.
- Offered prompt solutions to maintain customer satisfaction.
- Followed scripts when answering common customer questions.
- Assisted customers with varying questions using product knowledge and service expertise.
- Recorded information about inquiries and complaints within internal database.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Recorded customer communications to maintain proper documentation.
Teaching Assistant
TOPUPTEACHERS
Tipton
03.2023 - 03.2024
- Provided one-on-one assistance to students with special needs, resulting in improved academic performance
- Monitored student behaviour and provided positive feedback and encouragement to help students reach their potential
- Maintained a safe and orderly learning environment, resulting in fewer student behavioural issues.
Customer Service Manager
Ladbrokes
Birmingham
08.2022 - 02.2023
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Ensure that customers were gambling safely
- Assist customers with any issues or complaints they had
- Ensure the safe and machines were emptied correctly.
Customer Adviser
Asda
Dudley
03.2018 - 09.2018
- Recommended merchandise based on customer needs
- Replenished floor stock and processed shipments to provide product
- Provided excellent customer service and resolved customer issues
- Replenished floor stock and processed shipments to provide product availability for customers
- Listened to the customer needs and preferences to provide accurate advice.
Call Handler
Citizens Advice
Dudley
07.2017 - 02.2018
- Developed customer service protocols that improved call resolution time by 10 minutes
- Provided timely, accurate, and personalised responses to customer inquiries
- Handled customer complaints and inquiries in a professional manner.
Education
Bachelor of Science - Criminal Justice
University of Wolverhampton
Wolverhampton 09/2016 - 07/2020
NVQ Level 3 - Health and Social Care
Sandwell College
Sandwell 09/2011 - 07/2013
Certificate of Higher Education - Social Work
Walsall College
Walsall 09/2015 - 07/2016
Diploma of Higher Education - Counselling, Working with Children and Families
Newman University
Birmingham 09/2022 -
Skills
- SEN proficiency
- Student engagement
- Stress management
- Customer demographics understanding
- Public relations
- Pricing structures knowledge
- Sales strategy familiarity
- Team player
- Keen problem solver
- Retail sales expertise
Timeline
NHS 111 Call Handler
DHU HEALTHCARE
07.2025 - Current
Customer service agent
G4S
03.2024 - Current
Teaching Assistant
TOPUPTEACHERS
03.2023 - 03.2024
Customer Service Manager
Ladbrokes
08.2022 - 02.2023
Customer Adviser
Asda
03.2018 - 09.2018
Call Handler
Citizens Advice
07.2017 - 02.2018
Bachelor of Science - Criminal Justice
University of Wolverhampton
09/2016 - 07/2020
NVQ Level 3 - Health and Social Care
Sandwell College
09/2011 - 07/2013
Certificate of Higher Education - Social Work
Walsall College
09/2015 - 07/2016
Diploma of Higher Education - Counselling, Working with Children and Families
Newman University
09/2022 -