Tamsin Wheatley
SHOREHAM-BY-SEA,WSX
Overview
5
5
years of professional experience
Work history
Complaints Handler
Smartest Energy Business Limited
Worthing, West Sussex
04.2023 - Current
- Identified root causes of complaints through effective questioning.
- Took ownership for customer correspondence to deliver exceptional customer service levels.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
Customer Service Executive
Smartest Energy Business Limited
Worthing, West Sussex
06.2022 - 04.2023
- Kept up-to-date with company policies, ensuring correct information was given at all times.
- Handled high volume calls whilst maintaining professionalism and composure.
- Built positive customer rapport through friendly, professional communication.
- Logged customer communications for complete service records.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Responded to customer queries and provided excellent customer service.
Domiciliary home care worker
South Coast Care
Worthing , West Sussex
06.2021 - 06.2022
- Answered questions from clients, family members, and other carers.
- Evaluated client health conditions and reported concerns to manager.
- Assisted with daily living activities for improved quality of life.
- Supported clients and families through difficult emotional times with sound medical advice and caring personal assistance.
- Informed family members about changes in clients' condition.
- Supported families in understanding care plans, facilitating open communication.
Dementia Care Nurse
Autumn Lodge
Hove, East Sussex
02.2020 - 06.2021
- Maintained accurate, up-to-date patient records, maximising data accuracy.
- Quickly responded to medical emergencies, working calmly and professionally under pressure.
- Collaborated with multidisciplinary team for improved patient outcomes.
- Oversaw, trained and mentored student and junior nursing staff.
- Administered medication in line with stringent drug regulations.
- Conducted informative handovers at shift end through concise and accurate reporting and communication.
Skills
- Customer-Focused approach
- Decision making
- Professionalism
- Effective communication
- Self-motivation
- Call centre experience
- Empathy and compassion
Timeline
Complaints Handler
Smartest Energy Business Limited
04.2023 - Current
Customer Service Executive
Smartest Energy Business Limited
06.2022 - 04.2023
Domiciliary home care worker
South Coast Care
06.2021 - 06.2022
Dementia Care Nurse
Autumn Lodge
02.2020 - 06.2021