Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Sophie Martinelli

Summary

Experienced caregiver with a focus on in-home care for autistic children over the past seven years. Expertise includes facilitating self-care, hygiene, and language development. Actively pursuing roles to further develop customer service skills and enhance support for children's growth.

Overview

10
10
years of professional experience

Work history

Service Support Officer

London Borough of Hackney
London
10.2022 - 08.2023
  • Maintained confidential case documentation in line with data protection regulations.
  • Organised meetings, took meeting minutes and completed follow-up actions.
  • Built and maintained strong working relationships with colleagues
  • Created email notifications, invitations and agendas for meetings, events and appointments.
  • Provided printing, photocopying scanning support to colleagues.
  • Received, sorted and distributed incoming mail.
  • Typed and proofread documents produced by other staff members.
  • Took detailed minutes at meetings following instructions from senior team members.
  • Acted as main contact for internal and external clients
  • Drafted documents and reports for management review.
  • Prioritised incoming communications to filter out basic requests and minimise disruptions.
  • Kept files organised and up-to-date for accurate record-keeping purposes.
  • Screened incoming phone calls and relayed detailed messages.

Patient Administrator

BMI Healthcare
Stepney Green
07.2019 - 10.2022
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Performed in-depth research to answer more complex questions.
  • Checked in patients on arrival to Outpatients reception and directed them to relevant department.
  • Filed patient notes in alphabetical order and in relevant department in-tray.
  • Handled incoming post and distributed to correct individual/department.
  • Completing daily and monthly revenue and charges to certain timescales.
  • Inputting patients appointments to reflect revenue charges and next step in there 18 week pathway.
  • Answering the telephone to more than 15 calls per day and transferring calls to the relevant department.
  • Responding to emails from Internal and External customers
  • Listening to voicemail messages and contacting patients to achieve outcomes.

Finance and Admin Officer

London Borough of Lewisham
London
08.2018 - 06.2019
  • Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliations.
  • Collected and reported monthly expense variances and explanations.
  • Directed multiple client accounting system conversions into web-enabled Oracle financial platform.
  • Ordered and distributed office supplies whilst adhering to a fixed office budget
  • Helped distribute employee notices and post around the office
  • Coordinated, scheduled and arranged meeting and travel calendars, including business and social events
  • Created detailed expense reports and requests for capital expenditure
  • Obtained signatures for financial documents, including Internal and External invoices.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming post.

Customer Service Centre Officer

London Borough of Lewisham
London
05.2018 - 09.2018
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Gathered and verified all required customer information for tracking purposes.
  • Answered a constant flow of customer calls with up to 15 calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Competent on customer service management systems and databases.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Effectively managed a high volume of inbound and outbound customer calls.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Prepared reports and communication for senior management and clients.

SEN Administrator

London Borough of Newham
London
02.2016 - 03.2017
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Answered and quickly redirected up to 20 calls per hour.
  • Created detailed expense reports and requests for capital expenditure.
  • Coordinated domestic and international travel arrangements, including booking flights, hotels and transport.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming post.
  • Greeted numerous visitors, including VIPs, vendors and interview candidates.
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Obtained signatures for financial documents, and internal and external invoices.
  • Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
  • Coordinated board and committee meetings, including schedules and information preparation and distribution.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Directed multiple client accounting system conversions into web-enabled One-Oracle financial platform.
  • Processed Internal and External invoices for payment using the One-Oracle system.

Business Support Officer

London Borough of Newham, Social Services
London
04.2013 - 01.2016
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Created detailed expense reports and requests for capital expenditure.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Answered and quickly redirected up to 10 calls per hour.
  • Coordinated domestic and international travel arrangements, including booking flights, hotels and transport.
  • Directed guests and routed deliveries and courier services.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming post.
  • Greeted numerous visitors, including VIPs, vendors and interview candidates.
  • Helped distribute employee notices and post around the office.
  • Maintained a clean reception area, including lounge and associated areas.
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Screened all visitors and directed them to the correct employee or office.
  • Obtained signatures for financial documents, and internal and external invoices.
  • Coordinated board and committee meetings, including schedules and information preparation and distribution.
  • Minute taking for Legal Planning meetings including the preparation and distribution of minutes with approval from the Chair.

Education

Vocational qualification - undefined

Quest 4 Learning
Ilford

undefined

Tower Hamlets College

undefined

Eastlea Community School

Skills

  • Dietary needs management
  • Health advocacy
  • Personal care assistance
  • Meal preparation
  • Domestic support
  • Safeguarding expertise
  • SEND support
  • Effective communication
  • Attention to detail
  • IT proficiency

References

Available upon request.

Timeline

Service Support Officer

London Borough of Hackney
10.2022 - 08.2023

Patient Administrator

BMI Healthcare
07.2019 - 10.2022

Finance and Admin Officer

London Borough of Lewisham
08.2018 - 06.2019

Customer Service Centre Officer

London Borough of Lewisham
05.2018 - 09.2018

SEN Administrator

London Borough of Newham
02.2016 - 03.2017

Business Support Officer

London Borough of Newham, Social Services
04.2013 - 01.2016

Vocational qualification - undefined

Quest 4 Learning

undefined

Tower Hamlets College

undefined

Eastlea Community School

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Sophie Martinelli