Customer Service Training
Resume:
Patsy Wint
**** **, ***** **, *****, Fl *****
Tel: 352*-***-****
Email: **********@***.***
Personal Profile__________________________________________________
A highly experienced Probation Officer with a proven track record of
complaint management with sound regulatory experience. Offering a solid
professional and academic career to date combined with a demonstrable
commitment to customer service. Extremely articulate, confident and
diplomatic, with the ability to communicate with colleagues and
stakeholders at all levels. Determined to build a successful career.
Seeking a role that will continue to provide both professional and personal
challenges.
Professional Training & Education__________________________________
2011 VQ3 Probation professional qualification.
Units: Protect the public by analysing, monitoring and
managing risk.
Support offenders with issues of employment, drug /
alcohol rehabilitation, relationships, housing and
other issues to overcome these obstacles and progress
forward.
Liase with appropriate agencies
Meet / correspond with partnership agencies to share
relevant information for more accurate analysis.
Motivate offenders to progress on their Court Order
and their individual lives. Take appropriate action
if offender breaches their Order or there is evidence
of a risk to the public.
Regular updated reports on progress to Courts,
prisons, police, social services ect.
Attend breach court to provide evidence of contested
breaches.
Help individuals address their substance use through an
action plan
Promote choice well-being and the protection of all
individuals
Promote effective communication for and about individuals
Promote, monitor and maintain health, safety and
security in the working environment
Raise awareness about substances, their use and effects
Recognise indications of substance misuse and refer
individuals to specialists
Reflect on and develop my practice
Support individuals who are substance users.
2011 Working with Sexual Offenders
2010 EDI Level 3 NVQ in Health and Social Care (Adults)
Units: Help individuals address their substance use through
an action plan
Promote choice well-being and the protection of all
individuals
Promote effective communication for and about individuals
Promote, monitor and maintain health, safety and
security in the working environment
Raise awareness about substances, their use and effects
Recognise indications of substance misuse and refer
individuals to specialists
Reflect on and develop your practice
Support individuals who are substance users.
2009 Safeguarding Adults Awareness Training
2009 Mental Health Training
2009 Dual Diagnosis
2009 Risk Assessment
2009 Assertiveness Skills
2009 Stress Management
2008 Alcohol Training Programme
Cannabis, Cocaine and Crack Training Programme
Legal and illegal Drugs Training Programme
2008 Child Protection and Child Safeguarding Training
2004-2007 LLB Law (Hons) 2.2
University of Central England
Modules: Constitutional Rights & Civil Law, EU Law, Foundations in
Property Law, Tort Law, Law and Property, American
Constitutional Law, Amicus brief, American criminal
law, Criminal law, Contact law and a Dissertation on
the International Criminal Court.
2002-2003 Access to Higher Education
South Birmingham College
Gained 23 credits at Level 3.
Modules: Computer Studies, Law, Business Studies,
English & Study Skills and Maths.
2002 GCSE: Law (B)
Archbishop Isley, Adult Education
Career Relevant Experience________________________________________
Present West Midlands Probation Service
Probation Service Officer
Process Information and assess individual's offending behaviour
Plan, coordinate, supervise, enforce and review sentences in the community
Monitor, review, assess and track the plan to ensure it remains "fit for
purpose"
Develop plans and manage the risk of harm of offenders resettling in the
community following custodial sentences
Supervise individuals serving sentences in the community or nominate a
designated offender supervisor
Enforce Court Orders; write breach reports or progress reports to the
courts and prisons.
Engage with offender and demonstrate commitment to promoting change through
the achievement of the sentence plan goals
To assist in the seamless transfer of individuals between agencies and
services
To develop and sustain working relationships with staff in other agencies
Help individuals to address their offending behaviour
Challenge anti-social behaviour and attitudes, demonstrate pro-social
modelling
To support individuals experiencing difficulties
Support individuals who are substance misusers
Monitor relapse / reduction in substance abuse.
Enable and refer individuals to appropriate services, treatment and
facilities
Collate feedback from drug treatment or other service providers
Co-ordinate information exchange whilst promoting confidentiality and the
rights, responsibilities and diversity of people.
Keep accurate records by updating relevant information regularly to manage
potential risks to the offender or potential victims.
Liaise with police, courts, solicitors, families, victims, prisons and
partnership agencies where necessary.
2005-2008 Case Administrator
. Worked on own initiative to establish and maintain offender records,
track case progress and organised case reviews.
. Developed excellent relationship management skills by maintaining
links with court staff, partner organisations, prisons, mentors and
other agencies; providing timely information as required.
. Proactively established and maintained clear contact databases,
inputting and coding information.
. Developed first class written communication skills by typing, proof
reading and presenting reports and correspondence to a high standard.
. Consistently thrived to deliver the highest levels of customer service
to in-person visitors and callers.
. Undertook complete range of administrative duties which included
processing new offender allocations, completing correspondence and
tracking offender attendance.
. Submitted weekly and monthly reports of new allocations to probation
officers and other stakeholders.
Other Work Experience____________________________________________
Apr - Nov 2003 Bid Services for Deaf People
Support Worker
. Worked as a Tenant Support worker; to enable deaf clients to live
independent lives, duties included communicating between deaf clients
and doctors, dentist, housing, benefit agencies and other services.
1999-Apr 2003 Bid Services for Deaf People
Administrator
. Developed excellent administration skills which included creating
clear filing and record management procedures.
. Acted as first point of contact for callers; dealing with a range of
enquiries.
. Maintained productive working relationships with colleagues and
stakeholders.
. Gained hands on recruitment experience by preparing job descriptions
and managed complete recruitment process for maternity cover from
initial advert to final selection.
. Worked as a volunteer to the Deaf Job Club, establishing links with
local businesses and encouraging employability and awareness of deaf
clients.
1998. Diverse Range of Organisations
Administrator
. Solid secretarial and administration experience gained within the
charity and not-for profit sectors.
. Developed competency using a range of IT packages.
. Acquired valuable attention to detail skills gained through proof
reading documents and preparing reports.
. Acquired excellent customer relationship management skills along with
the ability to manage complaints and ensure effective resolution.
. Developed excellent team working skills along with the ability to work
independently and on own initiative.
Skills________________________________________________________
. NVQ Level 2: Administration
. NVQ Level 2: IT
. British Sign Language CACDP
. IT: Word, Excel, PowerPoint, Access, Email and Internet.
. Advanced administrative skills
. Pitmanscript 80 wpm
. Drivers Licence
Interests______________________________________________________
. Currently include: Reading and DIY.
References available upon request
Contact this candidate