Customer Service Self Employed
Resume:
CATHERINE BEATTIE
** ****** *****, **********, ***********, Glasgow, G69 6NP
****************@*******.**.**
PROFILE
Confident and Professional ex Police Officer with a diverse and progressive back ground within the Ministry of Defence Police and Royal Corp of Engineers.
Articulate coach and mentor with experience of working in training departments and operational and support teams
People focused work ethic with ability to manage key community and stakeholder relationships
Comfortable working with and achieving challenging targets in demanding environments KEY SKILLS
Relationship and Stakeholder Management
Regularly liaised with local community and arranged successful youth events and family centre activities. Coordinated diplomatic supervision of resident protesters and instigated effective communication methods
Senior Level Communicator and Influencer
Confident and experienced in managing expectations of and meetings with high profile service and public figures
Interview, Assessment and Investigation
Effective personnel and witness interviewer with the ability to investigate, assess and delegate information accurately
Training and Course Coordination
Managed a department with the Royal Engineers Manning & Records Office that analysed planned and delivered continual professional development for all ranks
Project and Administration Management
Experienced in delivering personnel and logistics projects and supporting the administration process for large complex teams
People Development and Mentoring
Compassionate people skills with previous experience in engaging with people who have social, medical and personal challenges. Trained in and regularly inducted and coached probationary officers TRAINING, QUALIFICATIONS AND EDUCATION
St Andrews Secondary School and Langside College – 4 x O levels and 4 x Highers
Full 24 years exemplary training record in all areas of Policing CAREER HISTORY
Customer Experience Manager Jun 2017 to Mar 2018
Provident Financial Group
The role involves attending appointments with people in their own homes on pre-arranged visits and performing the administrative tasks necessary to enable the responsible lending of manageable sums of money to customers in a way they can afford. The service offers cash loans from £100 up to £1000. Each day I have a number of scheduled appointments calling round to people's homes either to collect payments or to set up new credit. All loans are collected in person either by myself or a colleague. I have to be sympathetic to people's circumstances and look to provide great customer service personally to them. I will reassure them and support them so that they choose Provident any time they need a helping hand. That way, they'll be happy to recommend Provident to their friends and family. Customer Exceptions Expert (Temporary) Dec 2016 to Jun 2017 British Gas Services Ltd (ADECCO - Agency)
Supporting colleagues and customers across the wider British Gas business with Heating Upgrade enquiries Allocate Heating Upgrade work to appropriate engineers Book parts as required and ensure delivery
Process payments
Provide world class customer service to both new and existing customers Provide technical support to customers and engineers Continual learning of Heating Upgrade products as they grow and change Complete diagnostics to identify and resolve customer and engineer faults Deliver against expected levels of performance
Identify and support vulnerable customers
Follow company processes and procedures to ensure the best outcome for our customers Use a variety of systems to manage customer journey and experience View customer complaints as a priority and see through to a resolution rapidly Demonstrate British Gas core values at all times
Agency Employment Jun 2016 to Dec 2016
I have enrolled with various employment agencies and I currently accept Driver and Warehousing temporary agency roles with Axcess Recruitment Livingston.
Outreach Field Auditor (Part Time) Apr 2016 to Jun 2016 DSA-QAG LTD
Conduct on site audits of Outreach Centres in accordance with the standards approved by the company and the quality assurance framework. Identify and promote good practices within centres travelling throughout England, Wales and Northern Ireland.
Self Employed Field Agent Mar 2015 to Apr 2016
Attending pre-arranged appointments to collect client’s signatures and information on behalf of accounts. These accounts are numerous solicitors, estate agents and financial institutes These appointments types are a variety of different financial document completions such as; Pension LOAs, IVA’s, DMPs, CFA’s, HDR, PPI, Debt collections and many more. I have Occupational Health Technician certification with Hampton Knight. I also accept administration agency roles.
Regional Field Training Supervisor Jun 2014 to Mar 2015 TNS Global
Appraise, coach and support interviewers.
Carry out additional validation/quality control checks.
Highlight interviewer development needs.
Provide out of office hours telephone support to interviewers.
Assist at new interviewer training sessions and interviewer recruitment days.
Attend face to face survey briefings.
Undertake assignments of interviewing.
Undertake specialist interviewing.
Self Employed Field Agent Dec 2012 to Jun 2014
As above plus various sales roles which included utility company Unicom and security company UK Protect. Retired/Unemployed Feb 2012 to Dec 2012
Attended Department of Work and Pension appointments as requested and maintained Jobseekers diary.
Enrolled in various `Back to work’ training programmes including a `Preparing for self- employment’ programme.
Police Officer 1988 to 2012
Ministry of Defence Police www.mod.police.uk
The MDP is a unique and specialised national civilian police service; not to be confused with the military police. The MDP concentration is focused on the Defence Community, providing them the same service as any of Britain's local police forces, as well as armed security at key defence sites, including the protection of Britain's nuclear deterrent and Critical National Infrastructure. During my service I held key roles and responsibilities in the following areas:- Logistics Coordinator/ Administrator
Responsible for procurement, stock control and distribution of all equipment for 200+ MDP personnel on a major crown estate location
Police Driver
Lead driver at HMNB Clyde managing perimeter and outlying security and developing community relationships
Community Liaison
Supported and managed projects and relationships with residents, educational establishments, local authorities and businesses
Mentoring and Training
Regularly inducted and trained probationary officers and mentored them through to substantive posts Emergency Response / Crisis Management
Trained and actively used effective response skills in relation to road traffic collision, fire alarms, bomb alerts and security breaches
Control Room Management
Coordinated all phone, radio, email, CCTV communication across HMNB Clyde Reception
Provided security and concierge services to all visitors & MDP personnel on site PR and VIP Support
Briefed, toured and guided visiting dignitaries and educational groups around the multidisciplinary resources and facilities on site
Earlier Career
Administration Officer - Royal Engineers Manning and Record Office, Glasgow and Brighton
Managed a department at REMRO that analysed planned and delivered continual professional development for all non-commissioned ranks
Project Officer -National Council for YMCA’s, Glasgow
Engaged and supported people who had social and personal challenges. Interacted with elderly & infirm within the community and liaised with outside agencies if necessary
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