Experience

ANNA Money

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Customer Experience Specialist

  • Feb 2022 - Present



HM Revenue & Customs

• United Kingdom
• Government Administration
• 700 & Above Employee

• Tax Advisor

  • Sep 2018 - Feb 2022

  I worked for the HMRC as a customer service consultant, dealing with personal taxes, ranging from PAYE tax, Self Assessment and bereavement cases. My role is mainly telephony based, speaking to a wide variety of customers about their tax queries and helping to resolve their issues. I also do some post and administrative work when needed. My role is extremely fast paced, with a constant flow of customers to help and I have to think and react quickly to problems I am presented with. The cases can range from simple to very complex, and never knowing what to expect, I am always being challenged. There is a lot of workings out I need to do to resolve some cases, and when you are talking to someone on the line, who are a lot of the time confused or angry, it can become quite pressured, which I like the challenge of. I enjoy investigating and looking into a problem and trying to resolve it to the best of my ability, whilst also engaging with the customer and giving them the best personable service I can. My job involves a lot of interaction with the customer, be it over the phone or by written letters. I am also working from a computer all day so I am very accustomed to computer work and various computer programs. I have also completed an internal apprenticeship course alongside my work with the HMRC in Operational Delivery - Level 3. Show less



R. Garwood Auto Electrical Services

• Cardiff, United Kingdom

• Head Of Administration

  • Mar 2016 - Aug 2017

  I worked for R. Garwood’s as Head of Administration, managing the daily administration tasks and computer department. My daily tasks included; • Processing and filing of invoices manually and on the computer including various invoicing programmes for various companies and organisations • Phone sales • Store management and stock taking • Seeing in deliveries and stock purchasing • Online sales management/Overseeing all company correspondence • Computer administrative tasks • Checking and testing vehicle batteries in stock on daily basis • Sourcing obscure items out of our product range when necessary Show less



National Offender Management Service

• Bicester, Oxfordshire, United Kingdom

• Prison Officer

  • Sep 2015 - Jan 2016

  In my toughest challenge to date, I worked in HMP Bullingdon as a Prison Officer. The job required me to be responsible for my own workload, initiative and actions, as at times, people’s well-being and even lives were in my hands. On a daily basis, I was personally in charge and responsible for supervising, managing and controlling around 75-85 prisoners on my section. Throughout the day, I would have to maintain the high security measures of the prison, as well as seeing to my daily tasks, attending to the needs of the prisoners, deal with incidents as the ‘first on scene’ and work as part of the team to resolve issues. It was also my responsibility to complete daily paperwork and documentation and maintain a positive working relationship with prisoners, balancing authority and empathy, in order to help rehabilitation. Due to the nature of the role of a Prison Officer, I had to have the ability to think on my feet, make quick decisions and deal effectively with unexpected situations. Show less



JD Wetherspoon

• Cardiff, Cardiff, United Kingdom

• Shift Manager

  • Mar 2010 - Sep 2013

  Working in this family friendly pub, my main responsibilities were the daily managing and running of the pub, staff and all operations on site. This very hands on role would require me to participate and lead the team in all areas and aspects of the workplace including food service and bar service. It was my responsibility to train new staff on all aspects of bar and floor work and their knowledge of food, drinks, mixers, and cocktails that we served, often quizzing them and testing their knowledge, as well as making sure all of their employee documents were up to date. With long hours and an ever changing scene within the pub daily, I had to adapt throughout the day to tend to different customer’s needs effectively. I was responsible for the opening and closing of the pub on my shifts, and I was responsible for all aspects of cash management on site during my shift, from floating, counting, moving and banking all of the money on site, including the on-site ATM machine Show less



Threshers

• United Kingdom
• Retail
• 1 - 100 Employee

• Deputy Manager

  • Oct 2008 - Dec 2009

  After four months of working as a sales advisor in this wine shop, giving advice and recommendations on all of our wines and beverages, I was given the opportunity for a promotion to Deputy Manager. My main responsibilities were the daily running of the store and helping the store manager with the operations and admin. I was sent on several training courses throughout my time here, acquiring my personal licence and WSET certificate with merit. From working in the store and going on the courses I gained my wine knowledge and it was my job to advise customers to the best of my knowledge on all their beverage needs. This role was heavily focused on customer service and customer interaction and building a strong rapport with all new and existing customers, which from previous experience I was very accustomed to and excelled. Show less



Hilton

• United States
• Hospitality
• 700 & Above Employee

• Food And Beverage Assistant

  • Sep 2005 - Sep 2008

  As my first full time job, the Five Star Hilton Hotel in Cardiff provided me with the experience and understanding of outstanding and quality customer service. Here I gained vital skills that would later help me in my career and built the foundations of my customer service skills to date. Working in the food and beverage department, I was primarily working in the room service department, where I was the main point of contact for ordering and service, which meant I needed a great understanding and knowledge of all the food and beverage that was available. I often worked solely and to my own initiative as I worked for two years on the night shifts. This role was heavily reliant on exceptional customer service and seeing to the guests every need. I was responsible for the preparation and delivery of all food and beverages to guest’s rooms throughout my shift and the setting up, organisation and delivery of breakfasts during the morning. As part of the food and beverage department, I would often help with hotel functions and corporate meetings as required. In my sixth month working at the Hilton I was also awarded the Employee of the month award. Show less