Experience

The Grange Academy
• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee
• SEN TEA

  • Sep 2023 - Present


Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Executor for Bereavement team

  • Jan 2023 - Sep 2023

  I was selected to become an executor for the bereavement team in January 2023, where I handle bereavement cases. Within the short time of my current role, I have been praised by various managers for the work I have displayed when working on my own cases and for my calls when supporting customers who have lost loved ones. Shortly into my new role, I was invited to attend a meeting with senior members of Vodafone and Webhelp where I was praised by my manager for supporting him and the team despite being busy with cases and for my calls. Within my role, I work very closely with the managers and help them implement new changes as I am a trusted member of the team. I also support the team where I will help with the training of new agents or on new processes as well as handling complaints. Common tasks within my role include:• Working on bereavement cases; closing down deceased customers’ accounts, disconnecting mobile numbers and transferring ownership of the account to executors.• Working closely with the executor/family of the deceased offering support and guidance throughout the process.• Dealing with credits and refunds due on the account.• Training new agents and supporting current agents with new changes or navigating systems. Show less

• Call advisor Bereavement team at Vodafone

  • Oct 2021 - Jan 2023

  Worked within Billings, Fraud, Triage & Accessibility and currently now within the Bereavement specialist care team. Before my current role in August 2022, I began taking calls for those reporting bereavements of Vodafone customers. Within this role, I achieved feedback from various managers as well as customers where my NPS feedback was above target and at hitting 100% often. There have been instances where 2 customers have emailed into Vodafone praising me and thanking me for the support I offered on the call. Moreover, In December I was also put forward to work alongside a bereavement charity called Cruise. When working with Cruise we discussed and implemented new changes to help develop our bereavement team and make it a smoother process for ourselves and our customers. We looked into different resources used by the charity themselves such as sign-posting customers which we could include within our process. Common tasks within this role include:• Call taking reporting bereavements for deceased customers.• Working with the executor/family of the deceased offering support and guidance.• Handling and emailing for Death Certificates.• Navigating internal systems Show less

• Customer Service Agent- Billings

  • Oct 2021 - Aug 2022

  I was first moved over to the Vodafone campaign in February 2022 where I was placed in the billings department. Within the billing department, I developed my call-taking skills further by dealing with general inquiries and handling complaints. Throughout my time on billings, I received various feedback praising me for my call-handling skills where I displayed excellent customer service to customers. This was seen through my progress meetings where I was advised of the feedback received from customers through my NPS at 100%. I was then selected to help out on the bereavement team for my professional call handling skills where I was then offered and accepted for a permanent position on the team. Common tasks within this role include:• Taking payments over the phone.• Explaining breakdowns of customers’ bills.• Working with the collections and credit file team on customers overdue accounts.• General enquiries about customer’s contract.• Handling complaints Show less


Leeds Trinity University
• United Kingdom
• Higher Education
• 500 - 600 Employee
• Psychology and Child development Student

  • Sep 2018 - Dec 2021


McDonald's

• 1 - 100 Employee

• Crew Trainer

  • Nov 2015 - Oct 2021

  I have developed my skills from starting as a crew member and progressed to be chosen as a crew trainer. Here I have responsibility of holding money in the safe, cashing up the tills throughout the day, depositing money and leading my own shifts in the kitchen. As well as this my role requires me to step up and take on the managers role when they are needed elsewhere. I also train new starters ensuring they are aware of the job requirements and being there for support when needed from colleagues. Through my job role, I have experienced and furthered my customer service skills by working independently as well as in a team. I have also developed leadership skills from becoming a crew trainer where I have to delegate tasks to my colleagues throughout shifts and when training new starters by setting an example. Show less

• Crew Trainer

  • Sep 2018 - Mar 2020

  I have developed my skills from starting as a crew member and progressed to be chosen as a crew trainer. Here I have responsibility of holding money in the safe, cashing up the tills throughout the day, depositing money and leading my own shifts in the kitchen. As well as this my role requires me to step up and take on the managers role when they are needed elsewhere. I also train new starters ensuring they are aware of the job requirements and being there for support when needed from colleagues. Through my job role, I have experienced and furthered my customer service skills by working independently as well as in a team. I have also developed leadership skills from becoming a crew trainer where I have to delegate tasks to my colleagues throughout shifts and when training new starters by setting an example. Show less



Knowsley Central School

• Education Administration Programs
• 1 - 100 Employee

• Special Education Teacher

  • May 2019 - Jun 2019

  During my first year of university, I completed a 6-week placement at a school for children with complex needs, disabilities, and mental health illnesses. During the 6 weeks, I developed my skills in working with those who have complex needs by working with children one to one as well as in small groups in and outside of the classroom. I had the opportunity to work in all the classrooms which have various age ranges within them, working with children aged 4 up to 15. During my placement, my role was to assist children in the classroom, mainly children with severe difficulties and help aid their progress as well in some cases their speech. I worked closely with the class teachers to implement strategies to help each individual child improve these skills. This is where I made suggestions based on my observations when working with the child closely which resulted in some children moving up a class. I developed positive relationships with the children in the classes I worked in where some children confided in me with their struggles. Show less



Sue Gill Nursery

• Nursery Practitioner

  • Sep 2017 - Jul 2018

  During my final year at college for my diploma in Education I completed a year placement as a nursery practitioner. I developed my skills of working with younger children by assisting a lot of younger children than I have had experience of before such as babies. I worked with the age ranges from five months up to the age of four within a nursery setting. I primarily assisted the classroom leader by helping prepare meals as well as feeding the children, reading stories, aiding the children to sleep and carrying out activities with the children which helped their development such as gross motor skills. Throughout my year here I carried out several observations including a longitudinal study on one individual child. I was assessed throughout the year on several occasions where an assessor will come and observe my lesson plans, I made for specific development areas on all the children. Show less



Cronton Garden Centre

• United Kingdom

• Sales Assistant

  • Dec 2015 - Dec 2017

  During the Christmas periods I worked as an elf at the Santa’s grotto in the garden centre. This is where I was an activity leader leading the children around the grotto, completing activities along the way to break up the waiting time. I would then take their picture at the end with Santa. During this role I would be responsible for handling the money at the grotto using the till as well as serving the customers. I also had the responsibility of using my ICT skills to take photographs and printing the photos to then give to the child to take home. Show less



Working abroad for a family

• Au Pair and Teaching English

  • Jun 2017 - Aug 2017

  During the summer I went over to Italy teaching English to a young girl as well as working as an au pair for her family. During my time there I would look after the young girl whilst her mum worked day to day and teach her English using resources, I took over to help her language development as well as literacy skills. Working as an au pair also meant me collecting groceries from the local supermarket for the family, where I developed the skill of speaking Italian as I could not speak Italian when I went over. Over my time here I developed life skills as well as understanding children of diverse cultures. Whilst in Italy I was faced with many barriers such as not speaking Italian making it hard to communicate with the family and the child at times. I overcame this by getting involved in their culture and having the family teach me Italian to communicate more efficiently and so I was able to shop for groceries easier. Show less



Blacklow Brow Primary School

• Education Administration Programs

• Practitioner

  • Sep 2016 - May 2017

  During my placement here as part of my college diploma in Education, I gained experience of working with children in early years, understanding education for different ages. Following on from my previous work experience at the school in 2015, I primarily assisted the teacher developing my skills on the duties I had previously completed. Throughout the year placement I carried out several observations in the classroom, including a longitudinal study on one child. During these observations I was also assessed for part of my diploma where I needed to take the class myself and plan several lessons for the development of particular skills such as fine motor skills and be assessed by an assessor who came into the school. It was important that I managed my time and organisation skills, to prioritise tasks to fully support staff as well as ensuring I completed my own tasks for my diploma such as planning lessons. This experience gave me the opportunity to develop as an individual enhancing my confidence to achieve goals as well as improving my independence. Show less



ESCAPE Beauty Salon and tanning

• Team Lead

  • Aug 2014 - Sep 2015

  As a team leader in a local hairdressers / sunbed salon, I was responsible for day to day activities and delivery of the business. I worked well with staff as part of a larger team whilst on occasion working alone using my own initiative. I was required to take bookings both on the phone and in person, wash hair, prepare nails and offer refreshments for customers. The role required good communication and excellent customer service skills along with being reliable and punctual consistently. I was reliable and trustworthy due to being dependant on opening and locking up the shop of a morning and night, I was in charge of both the keys as well as cashing up and handling all the money. Show less

• Classroom Assistant

  • Jul 2015 - Aug 2015

  During my schoolwork experience, I attended a primary school where I primarily assisted the teacher in the classroom for years 5 and 6. I carried out duties such as preparing the physical environment of the classroom for lessons, helping teachers to plan lessons, listening to the children read out loud, working alongside children who have learning difficulties and making displays. I also helped in the office with administrative tasks. During my time I developed my communication skills and would regularly communicate with teachers, parents, and children. It was important in this role that I managed my time and demonstrated a good level of organisation whilst having the ability to prioritise tasks in order to fully support staff. This experience in the world of work gave me the opportunity to develop as an individual and enhanced my confidence in my ability to achieve my goals Show less