Vicky Franklin
Brackley,Northamptonshire
Summary
Highly motivated and professional person with transferable skills and a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Have a self-motivated work ethic with ability to perform effectively in independent or team environments. Experienced in dealing with customer complaints and resolutions, acting with both emotional intelligence and active listening skills to develop swift remediation. Confident and well presented individual that thrives to meet any challenge that is presented. Also holds a full, clean driving license.
Overview
22
22
years of professional experience
8044
8044
years of post-secondary education
Work History
Resident Liaison Officer
Vicnci Facilities
Oxford, Oxfordshire
10.2024 - Current
- Planned daily operations to focus team efforts on current priorities.
- Applied diplomatic principles whilst protecting clients' interests.
- Managed all aspects of resident liaison for successful project completion.
- Worked closely with local agencies, facilitating necessary support for residents.
- Provided tenant support during property renovations, minimising disruption to daily routines.
- Ensured compliance with health and safety regulations during project executions on site.
- Liaised with contractors to ensure smooth operation of services.
- Facilitated onsite visits by contractors without intrusion into residents' privacy or schedules.
- Managed expectations around building works, limiting disruptions and misunderstandings.
- Maintained accurate records of interactions, ensuring transparency in operations.
- Established open communication channels, resolving potential disputes effectively and amicably.
Customer liaison officer
BD Group
Barking and Dagenham, Greater London
01.2024 - Current
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained excellent client satisfaction by providing in-depth support.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Handled phone and email enquiries with consistent customer service across multiple channels.
- Recorded information about inquiries and complaints within internal database and input data fields into Excel spreadsheets.
- Applied conflict management to stressed and concerned customers.
- Continuously achieved all target, KPI's and SLA's throughout employment.
Accident Department Assistant
Barking Havering and Redbridge University Trust
Romford, Essex
06.2018 - 01.2024
- Acted as main point of contact between staff and clients.
- Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff.
- Handled client complaints with professionalism and proactive mindset to mitigate damage and restore positive image.
- Carried out clinical procedures with precision and speed to meet emergency requirements.
- Assisted managers in compiling and organising materials for meetings.
- Assessed emergency situations and prioritised medical care accordingly.
- Organised tasks by level of urgency and importance to make best of use time and resources.
- Provided printing, photocopying scanning support to colleagues.
- Managed physical and digital correspondence while keeping information private and secure in line with GDPR.
- Prepared and distributed meticulous notes and high-quality reports within deadlines.
- Performed health evaluations and triaged conditions during time-sensitive situations.
- Measured vital statistics, collected specimens for lab analysis and recorded data in appropriate medical records.
- Regular mandatory training to meet required departmental and health and safety targets.
Health care assistant
Barking Havering and Redbridge University Trust
Romford, Essex
03.2016 - 06.2018
- Aided service users in everyday activities, such as washing and dressing, ensuring constant safety and effective care.
- Vigilantly monitored changes in physical and mental health, reporting deterioration to senior carers for urgent attention.
- Administered blood tests and blood pressure checks.
- Met with patients and families to discuss care plan adaptations, seeking continual improvement.
- Demonstrated consistent respect and privacy for care users, maintaining dignity irrespective of circumstance.
- Submitted reports to manager regarding status of client.
- Maintained confidentiality and compliance standards for optimised patient care.
Voluntary youth worker
Royals Youth Club
Rainham, Essex
10.2012 - 03.2016
- Promoted community involvement and volunteering among young people.
- Directed activities that promoted growth in mental, emotional and educational areas.
- Encouraged participation and engagement in planned activities.
- Approached youth challenges with empathy and mentored individuals in critical thinking and problem-solving.
- Safeguarded young people in line with national guidelines.
- Collaborated with group of volunteers to run young person-centred youth clubs.
One-on-One teaching assistant
Benyon Primary School
South Ockendon, Thurrock
09.2014 - 07.2015
- Provided one-to-one support for child with additional learning needs.
- Taught students important learning, study and behaviour management skills for academic success.
- Prepared necessary equipment and technology ahead of class.
- Delivered additional learning support opportunities to small student groups, enabling improved academic confidence.
- Partnered with teachers to plan and execute lessons following school curriculum, objectives and philosophies.
Health care assistant
Barking Havering and Redbridge University Trust
Romford, Essex
03.2003 - 12.2007
- Aided service users in everyday activities, such as washing and dressing, ensuring constant safety and effective care.
- Vigilantly monitored changes in physical and mental health, reporting deterioration to senior carers for urgent attention.
- Supported clinical staff to complete health assessments.
- Met with patients and families to discuss care plan adaptations, seeking continual improvement.
Education
Ph.D. - Nursing Associate
University of East London
London 09/2021 - 08.2023
Bachelor of Science - Psychology
University of East London
London 09/2008 - 07.2012
Higher National Diploma - Nursing
Southbank University
Harold Wood 01/2003 - 10.2005
GCSE's -
Brentwood Ursuline Convent High School
Brentwood 09/1994 - 05.2000
Skills
- Excellent organisation skills and project management
- Works well under pressure
- Time management and planning
- Complaint handling and resolution
- Excellent communication skills
- IT literate
- Professional and mature
- Courteous and empathetic
Timeline
Resident Liaison Officer
Vicnci Facilities
10.2024 - Current
Customer liaison officer
BD Group
01.2024 - Current
Accident Department Assistant
Barking Havering and Redbridge University Trust
06.2018 - 01.2024
Health care assistant
Barking Havering and Redbridge University Trust
03.2016 - 06.2018
One-on-One teaching assistant
Benyon Primary School
09.2014 - 07.2015
Voluntary youth worker
Royals Youth Club
10.2012 - 03.2016
Health care assistant
Barking Havering and Redbridge University Trust
03.2003 - 12.2007
Ph.D. - Nursing Associate
University of East London
09/2021 - 08.2023
Bachelor of Science - Psychology
University of East London
09/2008 - 07.2012
Higher National Diploma - Nursing
Southbank University
01/2003 - 10.2005
GCSE's -
Brentwood Ursuline Convent High School
09/1994 - 05.2000
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