Call Centre Associate | Swale Heating

The company is now in Migration to Sureserve Compliance South. • Managed inbound and outbound customer communications, including phone calls, emails, and online inquiries, ensuring timely and professional responses. • Scheduled and coordinated appointment bookings, optimizing calendar availability and improving customer experience. • Handled escalation queries, liaising with internal departments to resolve complex issues efficiently and ensure customer satisfaction. • Provided administration support for service logistics, including maintaining accurate records, processing documentation, and tracking service requests. • Maintained detailed notes of customer interactions and updates, supporting smooth handovers and continuity of service. • Identified opportunities to improve processes, escalating recurring issues to management for resolution. • Collaborated with team members to manage workloads, ensuring all appointments and service requests were completed on time. .

Cash Processor | AWS(agy) Natwest

• Checked deposit bags for major clients such as LIDL, Sainsbury’s, and ALDI, ensuring accuracy of cash and coin contents against invoices and bag labels. • Identified discrepancies and followed company procedures to problem-bag any deposits that did not match records. • Maintained accurate records of cash handling and discrepancies to ensure accountability and audit readiness. • Worked efficiently under strict deadlines while maintaining high attention to detail and compliance with company policies. .

Junior IT Helpdesk Engineer | Cantium

• • Provided first-line IT support to Kent County Council staff, resolving issues with Microsoft Teams, Outlook, and 8x8 telephony. • Assisted staff in accessing meeting recordings and guided them on using available tools. • Performed initial troubleshooting for full hard drives, preparing systems for second-line intervention when needed. • Added printers to staff computers when permissions allowed, ensuring devices were ready for daily use. • Directed staff to SharePoint resources for software installations requiring additional permissions. • Resolved tickets independently by researching solutions in the knowledge base or online, escalating only complex issues to second-line support. • Coordinated with second-line support for urgent issues or those that could not be resolved remotely over the phone. • Managed interactions with external third parties, verifying permissions and liaising with colleagues to ensure system access. • Logged and tracked incidents in ServiceNow, maintaining accurate ticket records and timely escalation.

IT Helpdesk Analyst | Nuffield Health

• • Provided first-line IT support remotely for staff across private hospitals and gyms across the UK. • Supported a variety of hospital and gym applications, including password resets, adding user access, and configuring till functionality. • Documented and tracked application-specific requests, such as setting prices for food items, ensuring accurate system updates. • Managed Microsoft 365 accounts, including adding users to distribution lists and group memberships, troubleshooting Outlook and Teams issues. • Added users to printer group policies and resolved issues with USB and network share printers, including clearing print queues and bringing printers back online. • Detected and investigated possible viruses or malware, scanning laptops/PCs with security software, and reporting confirmed issues to the Security IT team. • Assisted with network-related issues, coordinating with the network team and creating company-wide support tickets for major outages. • Monitored site and network status via SolarWinds, verifying outages and confirming information with users, while tracking updates until resolution. • Supported gym gate systems, troubleshooting access issues when membership passes failed to unlock gates, including uninstalling and reinstalling devices and collaborating with second-line support. • Troubleshot and resolved card machine issues in gyms, ensuring uninterrupted payment processing. • Resolved issues with corrupted Windows profiles, creating new profiles and restoring user access. • Addressed full hard drives by evaluating and using appropriate software to safely delete files and free up space, preparing systems for continued use. • Supported staff with general software and hardware issues, resolving incidents efficiently to reduce backlog and minimize downtime. • Resolved tickets independently by researching solutions in internal knowledge bases or online resources. • Logged and tracked all incidents using ServiceNow, escalating complex issues to second-line support when required. • Assisted with onboarding of new staff by configuring accounts, assigning permissions, and ensuring access to required systems.

Call Centre Associate | Agilisys (Kent County Council)

June 2019 - June 2021

• Managed inquiries related to Blue Badges and education services
• Guided applicants through application processes and provided advice
• Created administrative tasks and escalated complex queries