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Customer Service Self Employed

Aylesbury, BKM, United Kingdom
March 09, 2018

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** ****** *****, **********, ***********, Glasgow, G69 6NP

077**-****** or 014*-***-****


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

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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