Available to hire
I am a highly motivated professional with many years of experience across customer service, IT, teaching and administrative roles. I thrive in fast-paced, challenging environments and enjoy helping people by delivering excellent service and practical solutions. I routinely perform day-to-day operations as part of multi-disciplinary teams to meet objectives and maintain professionalism in all tasks.
I am a clear communicator who anticipates needs, builds strong relationships with customers and colleagues, and implements improvements to processes to boost efficiency. I bring energy, persistence and a proactive approach, including coaching teammates and sharing knowledge to support teams and organisations through busy periods and change.
Skills
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
Customer Service Agent & IT Support at Scottish Power (Sigma Connected)
February 1, 2023 - PresentProvided support to customers including the vulnerable, elderly and financially distressed individuals; handled high-pressure calls; assisted with credit advances, debt support, payment plans, emergency call-outs and meter-related concerns; raised and resolved complaints; advised on meter issues and transitions to smart meters; collaborated with internal departments to deliver end-to-end solutions; delivered coaching and mentoring to new agents; led small groups to drive KPI improvement; supported IT issues and Live Chat.
Deputy Manager at Scottish Power (Sigma Connected)
December 1, 2023 - PresentSupervising Call Centre Agents; overseeing daily operational activity; monitoring performance; providing coaching to drive productivity and quality; handling complex escalations and high-level complaints; ensuring QA standards; producing and analyzing operational reports and tracking key metrics.
Call Centre Agent at Go-Centric
September 1, 2021 - December 1, 2022Campaign work for NHS vaccination bookings; performed strict identity verification; supported DVSA test bookings; provided IT technical support to assist account access; guided customers through relevant processes.
Test & Trace Agent at BMG Research
August 1, 2021 - PresentConducted calls as part of a COVID-19 test and trace campaign to identify positive cases and related contacts; supported NHS public health efforts.
Contact Tracer at Concentrix / NHS
September 1, 2020 - July 1, 2021Liaised with patients to understand their situation; assisted in tracing and tracking contacts; provided public health guidance to prevent spread.
Clinical Contact Caseworker at NHS
May 1, 2020 - September 1, 2020Handled telephone liaison with COVID-19 patients; assisted in tracing and tracking of contacts; provided guidance to prevent virus spread.
Customer Service Advisor at Hastings Direct
March 1, 2018 - December 1, 2018Managed customer queries and provided guidance per policies; supported multiple departments; ensured accurate policy details and resolved issues at first point of contact where possible.
Customer Service Advisor at HSBC
May 1, 2017 - September 1, 2017Supported John Lewis partnership customers; managed account openings, card activations, lost/stolen cards, and travel-related guidance; logged complaints and disputes; performed transfers and balance checks; upheld FCA and banking regulations.
Advisor at Jobcentre Plus / DWP
December 1, 2015 - January 1, 2016Voluntary role providing guidance and support to jobseekers; administrative and advisory duties.
Sales Assistant / IT Technician at Tar Computers
November 1, 2014 - July 1, 2015Assisted customers with sales and IT troubleshooting; performed basic technical tasks and provided IT support.
Project Worker at Rajo Organisation
July 1, 2014 - PresentVolunteer project support role contributing to community initiatives.
Teaching Assistant at Home Farm Community Centre
September 1, 2011 - July 1, 2014Supported teaching activities, assisted staff and students in educational activities.
Education
IT Fundamentals + / CompTIA A+ / Security+ at CompTIA / E-Careers
January 1, 2020 - February 7, 2026Cambridge CELTA Qualification at International House Bristol
January 1, 2019 - February 7, 2026BSc (Hons.) Mechanical Engineering at Aston University
January 1, 2017 - January 1, 2020HNC in Mechanical Engineering at University of Birmingham
January 11, 2030 - February 7, 2026Level 3 Diploma in Engineering [Distinction] at Leicester College
January 1, 2014 - January 1, 2015BTEC Extended Diploma in Applied Science (Level 3) at QUE / Gateway College
January 1, 2012 - January 1, 2014BTEC Diploma in Applied Science (Level 2) at QUE / Gateway College
January 1, 2012 - January 1, 2014A / AS -Levels: Chemistry, Physics, Mathematics, Biology at QUE / Gateway College
January 1, 2012 - January 1, 2014GCSEs including English and Mathematics at Alpha Tutorial / Lancaster Boys School
January 1, 2008 - January 1, 2012Qualifications
IT Fundamentals +
January 1, 2020 - February 7, 2026CompTIA A+
January 1, 2020 - February 7, 2026CompTIA Security+
January 1, 2020 - February 7, 2026Industry Experience
Education, Healthcare, Financial Services, Government, Professional Services
Skills
Experience Level
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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