Summary
Overview
Work History
Education
Skills
Timeline
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Zoe Hamilton

Ashford,Kent

Summary

I have over 6 years experience as a Call Handler for 111. I love my job. I have a passion for helping people and getting it right each time. I have an audit trail that proves my attention to detail. Since working for IC24, I have obtained NVQ equivalent passes in: Child Mental Health, Suicide Awareness, Autism, Mental Health, Dementia care Level 2

Overview

20
20
years of professional experience

Work History

NHS 111 call handler

IC24
Ashford, Kent
03.2018 - Current
  • Managed high volume of calls daily for prompt service delivery.
  • Multi-tasked effectively whilst maintaining a professional demeanour at all times.
  • Deescalated tense situations with calm, patient communication style.
  • Ensured accurate record keeping through diligent note-taking during calls.
  • Maintained confidentiality and discretion with sensitive personal information of callers at all times.
  • Offered empathetic listening ear to distressed callers, providing reassurances where necessary.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Navigated stressful and unpredictable situations with calm and collected approach.

Child Minder

OFSTED
Ashford, Kent
09.2007 - 03.2018
  • Planning, providing & taking part in play based activities stimulating & supporting development
  • Maintained an open line of communication with parents for better child care coordination.
  • Ensured child safety by supervising activities and providing a clean environment.
  • Improved children's social skills through group play and interaction.
  • Implementing & updating business policies and procedures in line with OFTED guidelines

Inbound call centre agent

Three Valleys Water
Folkestone, Kent
06.2005 - 09.2007
  • Enhanced customer satisfaction by promptly answering inbound calls.
  • Resolved complex queries for improved customer relations.
  • Managed high-volume calls with professionalism and patience.
  • Utilised effective problem-solving skills to tackle customer complaints.
  • Maintained calm composure under pressure, ensuring smooth operations during peak hours.
  • Improved team morale by fostering a positive work environment.

Education

GCSEs - Passes

Blackfen School for Girls
Kent

Skills

I am honest, hardworking, trustworthy, reliable, empathetic & personable - I love helping people inside and out of work I have 6 children and currently work full time Never shy away from a challenge and love spending time with my family, cinema trips and when I have the time organising fun days out for my children

Timeline

NHS 111 call handler

IC24
03.2018 - Current

Child Minder

OFSTED
09.2007 - 03.2018

Inbound call centre agent

Three Valleys Water
06.2005 - 09.2007

GCSEs - Passes

Blackfen School for Girls

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Zoe Hamilton