Antonia Katula

Brook Street- HMRC Agent- Tax Office Consignment (June 2024 – Sept 2024)

Answering calls from the general public
Resolved complex tax issues
Liaised with various departments in the sector to provide the best service for the customers

NHS – Domestic Services Assistant ( Jan 2023 – Present)

Duties includes:

Duties included:

Setting up the pass and ensuring it is ready for service.
Checking the quality of food before it leaves the pass and is taken to customers tables.
Ensuring that guidelines and protocols are followed for any allergies and dietary requirements.
Communicating with the chefs in regards to any queries or issues that may arise.

My duties included:

Compose emails to a high standard and work through mailboxes to determine if they need a response, forwarded or archived into the appropriate folder.
Dealing with phone calls in a professional manner, appropriately answering all inquiries.
File documents and policies in their allocated place.
Prepare meeting rooms and set up equipment that will be needed.
Prepare data needed for meetings and provide them in a feasible manner.i.e., booklets, PowerPoint etc.
Gathering data and collating information into a report.
Safely dispose of sensitive and confidential documents.
Organise timetables to minimise clashes.
Use Microsoft Software packages such as:
Excel in instances where I need to merge mails when preparing to send a batch of email or letters.
PowerPoint to present data, breakdown large pieces of information
Word to compose letter, posters, leaflets, booklets, create badges and sign in sheets etc.

My duties included:

Creating repairs.
Re-arranging access.
Creating follow on lines for existing repairs
Chasing up on the status of existing repairs with service centres, operation managers and workshop planners.
Taking payments for rent and common accounts.
Helping customers understand their rent balance or any charges that they may have been billed with and they want to query or dispute.
Providing the best level of customer service where possible by demonstrating Wheatley values in my delivery method by excelling in my knowledge of the role and by keeping up with the latest trends and current themes in order to be able to answer customers questions and enquiries with confidence and accuracy.
Taking time to understand customers’ needs and expectations and having the relevant training and skill sets to be able to handle all their frustrations where their needs have not been met and more importantly being able to understand and get on with different characters which will enable me to better serve the community.
Furthermore, by aiming to possess an affirmative mind set, having a positive personality and maintaining an outlook of not seeing each phone call as another number but rather going in each day with the passion and ambition to assist all customers to the best of my ability and go above and beyond in every call.