Diana Cisternino

Friendly, professional and highly organised customer service and administration professional with over 20 years' experience working in customer-facing environments, including retail, inbound call centres, education, employment services and NHS-related programmes. Over the past 10+ years, I have worked extensively within administration, customer support, advice and guidance, assessment and employment services, supporting customers from a wide range of backgrounds. I have strong experience managing customer information, maintaining accurate records, arranging and managing appointments, using CRM and computerised systems, responding to telephone and email enquiries, completing detailed documentation and working to deadlines.

I am confident communicating professionally with customers, colleagues and external organisations, both face-to-face and by telephone. I hold an NVQ Level 3 Diploma in Business and Administration, a Level 2 Certificate in Customer Service and a BA (Hons) Degree in Combined Studies. I also have experience working alongside NHS clinical teams and have completed regular training in GDPR, safeguarding, confidentiality, cyber security and fire safety.

I am now seeking an administration/reception position where I can use my extensive customer service, organisational and administrative experience to contribute to an efficient, welcoming and professional service.

IPS Employment Specialist - Ingeus Training Provider / Employability Services - London, Croydon

(2026-06)

Currently working within the Connect to Work Employability Programme, a DWP-funded programme (a brand new project, just recently launched)

• Completed comprehensive on-boarding, mandatory e-learning / approximately 25 training modules through the Learning and Development Team.
• Completed pre-start assessment telephone calls for referrals received by the service, checking suitability and eligibility and ensuring customers were directed to the appropriate support.
• Accurately recorded customer information and maintained appropriate electronic records.
• Managed a caseload and organised workload to ensure customers received timely support.
• Communicated professionally with customers and colleagues by telephone, email and other communication channels.
• Worked collaboratively with colleagues and contributed resources and knowledge to support the wider team.
• Developed a strong understanding of confidentiality, professional boundaries, safeguarding and appropriate handling of customer information.

IPS Employment Specialist - SEL Mind / NHS-Oxleas - Beckenham, London

(2023-01 - 2026-06)

Worked within an NHS-related employment support service, supporting customers referred through NHS services and working closely with clinical teams.

• Maintained accurate customer records and completed detailed administration relating to individual customer journeys.
• Attended regular multidisciplinary team (MDT) meetings with clinical colleagues and provided structured updates.
• Communicated professionally with NHS staff, customers and external organisations.
• Managed a caseload effectively, prioritising activities and ensuring actions were completed within appropriate timescales.
• Worked with confidential and sensitive customer information in accordance with organisational procedures and GDPR requirements.
• Built effective working relationships with clinical teams and external employers.
• Supported colleagues as an Ambassador, helping with team communication and the integration of new members.
• Worked with customers from a wide range of backgrounds, always maintaining a respectful, non-judgemental and professional approach.

National Careers Service Adviser - Get Set UK - Southwark, London

(2022-01 - 2023-12)

Provided professional advice and guidance to customers referred through Government-funded employment programmes. An opportunity came up to explore the mental health services through the IPS employment specialist role, hence moved to the role at SEL Mind.

• Managed customer appointments, records and ongoing case administration.
• Maintained accurate and up-to-date customer information on computerised systems.
• Communicated with customers by telephone, email and face-to-face.
• Managed a varied workload and prioritised activities according to customer needs and programme requirements.
• Worked across several branches when required, demonstrating flexibility and reliability (Camberwell and Kennington, also Walthamstow and Elephant and Castle)
• Selected by senior leadership to act as an Ambassador, supporting colleagues and representing the wider team.

Employment Consultant / Employability Trainer - Twin Employment and Training - London

(2021-01 - 2022-12)

Delivered the Government-funded JETS employment programme in partnership with Shaw Trust.

• Managed a caseload and maintained accurate customer records and administration.
• Conducted regular telephone and online communication with customers.
• Completed documentation and monitored customer progress in line with programme requirements.
• Worked independently from home during the COVID-19 period while maintaining effective communication and administration.
• Also worked as an NCS Assistant Team Leader, Team Leader and Pitch Adviser across National Citizen Service projects.
• Supported an ESOL programme and assisted learners with progression and course placement.

IAG Adviser / Outreach Coordinator - Capital City College Training - London

(2019-01 - 2021-12)

Delivered the 16–24 Supporting NEETs / Bounce Back Project. Worked also from home during the COVID period as eventually COVID kicked in.

• Provided advice, guidance and customer support to young people.
• Maintained accurate customer records and completed administration associated with customer journeys.
• Communicated with customers, colleagues and partner organisations.
• Organised appointments and activities while managing competing priorities.
• Worked in a customer-focused environment requiring professionalism, patience and strong communication skills.

Education and Employment Adviser - REED in Partnership - Southwark, London

(2016-01 - 2019-12)

Supported customers through the YES Youth Employment Skills programme. Completed the all duration of the delivery contract.

• Managed customer records, appointments, documentation and ongoing administration.
• Conducted regular telephone and face-to-face customer contact.
• Maintained accurate information and completed administrative requirements within deadlines.
• Worked with customers experiencing a variety of barriers and circumstances, requiring sensitivity, confidentiality and professionalism.
• Developed strong organisational and administrative skills while managing a busy caseload.

Employment Adviser - SCOPE Employment Services - Kent

(2015-06 - 2015-11)

Provided employment support and customer service through the Work Choice Programme. This was a 5 months fixed term contract.

• Managed customer information and completed accurate administration.
• Maintained regular contact with customers and partner organisations.
• Organised workload and prioritised activities to meet programme requirements.

Employment Adviser – Barnet IAPT - Richmond Fellowship / People Line Recruitment Agency - London

(2014-10 - 2015-01)

Worked within an employment service connected with the NHS. This was a 3 months' agency temping (interim position).

• Supported customers referred through the IAPT service.
• Maintained confidential customer records and completed relevant administration.
• Liaised professionally with customers and colleagues.
• Managed appointments, customer information and follow-up activities.

National Careers Service Adviser / Employment Skills Adviser - Best Training Solutions - London

(2013-06 - 2014-10)

Provided advice, guidance and employment support to customers. This company eventually shut down.

• Completed customer administration, record keeping and documentation.
• Communicated with customers face-to-face, by telephone and through written correspondence.

NVQ Assessor – Business and Administration - Best Training Solutions - London

(2013-08 - 2014-08)

Delivered Business and Administration Level 2 support. Still whilst at Best Training Solutions.

• Conducted regular reviews at learners' workplaces.
• Assessed coursework and portfolios and maintained accurate records.
• Provided constructive written and verbal feedback.
• Supported learners to successfully complete their qualifications.
• One learner subsequently obtained a full-time paid administration role.

BA (Hons) - Combined Studies

NVQ Level 3 Diploma - Business and Administration

Level 2 Certificate - Customer Service