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sales ledger, credit control, dealing with customer by telephone and face to face
Residential Support Worker
July 1989 - July 2007
My main duties involve supporting the young people in every aspect of their daily lives from personal care to escorting them on community activities. I support the young people to be independent and can deal with challenging behavioural situations confidently by using various professional de-escalation techniques such as empathy and calm talking. I regularly go on family contract visits to the young person's homes, or at family contact centres, to support both the family members and the young person's should a difficult situation arise. I am competent at filling in all the relevant paperwork such as daily report books, incident forms, accident forms, and also monthly key worker reports. My good sense of humour, and calm approach, are essential for this job role.
Customer Service Advisor July 1989- July 2007
My main duty included taking orders and enquires from customers and liaising with other departments and third parties on behalf of the customers. This was a fast paced environment and I regularly met KPI targets for sales and call handling.
I learnt how to deal with irate customers by using call handling techniques such as asking open and closed questions, and summarising.
I dealt with customers from all over the UK with different dialects and for some who had English as a second language. This required careful listening, patience, and summarising techniques.
I had to deal with elderly people who quite often got confused and needed guidance and reassurance on how to deal with enquiries.
I also dealt with internet orders and enquiries, and emailed customers using templates or free writing letters.
Qualifications & Certifications
Burnley HIgh School
Burnley HIgh School
Burnley High School
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