Business Management

Previous Employment Details:

Caller Handler - West Midlands Police (Aug 2012 – Present)
I am currently a call handler for West Midlands Police. I am the first point of contact; purpose is to resolve their query at the first point. I use my judgement and knowledge to appropriately deal with incidents, either by booking appointments, correctly signposting the caller to other organisations or correctly following set procedures to meet the customer’s expectations. I handle all inbound call from members of the public and other 3rd party organisations; I carry out initial first stage investigations and intelligence checks, complete crime reports, create incident logs for despatchers, booking appointments, utilising various I.T systems for vehicle and people checks, carry out missing person enquires, handle seized vehicle enquiries and utilise various other I.T Systems.



Benefits Advisor - Service Birmingham (Jan 2011 – Aug 2012)
I worked with Service Birmingham on behalf of Birmingham City Council, handling a variety of calls regarding Housing and Council Tax Benefits. The main aspect of the role is to be the first point of contact for Housing and Council Tax Benefits claimants some of which may have language barriers. I update customers account details e.g. Change of address, income and household makeup. I also process new benefit claims make amendments to claimant’s records; provided benefit calculations and other general adhoc administrative tasks. I continuously achieve and exceed my KPI’s which are call qualities, handling time, attendance and time keeping. As I work within a team, I provide support and assistance to my fellow colleagues on issues that they are unsure.
Account Manager - AY Universal, Athens, Greece (Jul 2009 – Dec 2010)
I worked for a marketing company selling financial leads to UK based brokers and major finance companies. I managed my own desk and several staff. I successfully built a pipeline of prospects/leads and responded to requests for our products and services. I Identified and influenced key decision makers in organisations to illustrate the benefits of our services and products and to gain confidence in our capabilities. I also developed a pricing structure to suit individual companies in conjunction with the management team. I achieved weekly and monthly sales targets, also brokered deals worth 1.2million over a 12 month period.
Control Room Operator – British Transport Police, Birmingham (Sep 2008 – Jul 2009)
I worked for the British Transport Police as a Call Handler. This role was to be the first point of contact for the general public, Train Operating companies, other Police Forces and Government Departments. I would handle all emergency and non-emergency enquiries, the reporting crime, accidents; we also served as a switchboard would handle internal call transfer, book officers on/off duty, complete absence or back to work reporting. We obviously had targets to work to which included handling time, call quality and time keeping which I always met and exceeded.