Experience

Scottish Prison Service

• United Kingdom
• Public Safety
• 400 - 500 Employee

• Field Support Technician

  • Apr 2023 - Present

  Responsibilities include:✅Install and configure workstation equipment to include both desktops and laptops. ✅Partners with other Digital Services team members to maintain security of the organization’s computer systems. ✅Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. ✅Monitor the use of SPS applications and review user access to ensure it is relevant to each post holder’s role, ensuring to highlight any violations. ✅Clear communication verbally and in writing to all levels as you will be representing Digital Services from an establishment perspective. As part of the field support team, you will also be committed to the highest standards of service, working and communicating well within a team. ✅Co-ordinate and take responsibility for the planning and management of major changes within the establishments (Desktop upgrades, phone rollouts, etc) Show less

• Integrated Case Management

  • Jan 2022 - Apr 2023

  Working within the Integrated Case Management team located within an establishment as an administrator. Key Responsibilities include, but are not limited to:✅Supporting the assessment, recording and distribution of the ICM process, operating within company data protection legislation and set guidelines.✅Liaising with internal and external partners to ensure critical timescales are met on time.✅Collating information for the production of statistics, processing these using a software package to generate reports for those at management level.✅Contribute to the development of an effective ICM/HDC processes through participation in functional and departmental forward planning activities. Seek and continuously develop personal knowledge and understanding of ICM/HDC related issues policies and legislation.✅Maintenance of effective and efficient electronic and paper based filing and data recording systems, including Prisoner Records ensuring compliance with Data Protection Legislation and SPS guidelines. Show less



Tesco

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Assistant (Nights)

  • Nov 2020 - Jan 2022

  Customer Assistant, Price Integrity and Self-Service Operator are job roles currently undertaken, of which entail: ✅Replenishing Stock where required ✅Maintaining high visual standards across the shop floor in preparation for the store opening ✅Following the policies and guidelines set out by the company ✅Working as part of a team ✅Answering customer queries as and when required ✅Ensuring product availability targets are met to assist other departments ✅Making use of a PDA (Personal Digital Assistant) to ensure the store’s price labels are safe and legal ✅Sourcing and filing critical legal reports for the store ✅Assisting customers and intervening when required at the self-service area ✅Product mapping to ensure accurate location data for products is held in-store Show less



SSE plc

• United Kingdom
• Utilities
• 700 & Above Employee

• Sales and Retention Agent

  • Oct 2019 - Feb 2020

  Sales and Retention team member dealing with customers’ service plan changes, which came with the following responsibilities: ✅Taking calls inbound to the call-centre ✅Adhering to company policies and OFGEM regulations ✅Recording and resolving dissatisfaction raised by customers ✅Ensuring customer accounts were up to date with accurate information ✅Setting up direct debits on in-house systems where appropriate ✅Working towards personal and team targets set by the business ✅Resolving customer queries on a one-call target Show less



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Expert - Sales and Services (Retail Travel Insurance)

  • Apr 2019 - Sep 2019

  After a 7-week training course, I commenced my employment with Aviva Insurance – servicing and selling travel insurance to customers calling into the centre. As having a customer-facing role in a contact centre, it allowed me to enhance and develop numerous skills in order to achieve high levels of customer satisfaction. Responsibilities included: ✅Answering inbound calls into the centre ✅Working in line with strategic corporate partner’s guidelines ✅Complaint management (logging and resolving) ✅Liaising across a variety of different departments to ensure a positive customer experience ✅Service and administer travel insurance ✅Process payments and refund payments where essential ✅Complete medical screening for appropriate customers ✅Ensuring 6 pillars are prominent on all calls Show less



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• Project Assistant - Agile

  • Jun 2018 - Jul 2018

  I gathered a broad range of experience, skills and knowledge across the 4-week placement. I gained valuable work experience from collaborating with several teams within the workplace. As a result of this, I gained and enhanced new skills, abilities and knowledge in several areas. ✅Adhering to a few company policies helped myself to gain knowledge on how policies are followed, and why they must be followed to a high standard. ✅Using IT systems daily resulted in myself being more comfortable in using desktop applications such as Microsoft Outlook, which enabled me to make full use of my time and further allowed development of time management skills. ✅Attending meetings and assisting others in spare time allowed integration between several teams which resulted in work progress being reported back to alternative areas within the business, allowing feedback in regards the quality, quantity and time taken to complete my work. ✅Contacting suppliers to replenish stock levels resulted in a boost in confidence using the telephone, something which was used on a day to day basis and is vital in any organisational role. ✅Attending health and safety briefings further enhanced my knowledge on creating and maintaining a safe workplace. ✅Presenting findings in a formal manner allowed myself to analyse and report back to other colleagues on a situation or a matter that affects themselves also. As this influenced other staff members’ knowledge, I was prompted to complete this to a high quality of standard. Show less