Emergency Response, Complaints Resolution, and Customer Service Professional
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I am an experienced emergency response, complaints resolution, and customer service professional with a strong background in safeguarding, risk assessment, and regulated decision-making. Proven ability to manage complex and high-risk situations involving vulnerable individuals while maintaining professionalism, empathy, and compliance with GDPR and safeguarding requirements. Recognised for sound judgement, calm decision-making under pressure, and delivering accurate, customer-focused outcomes in fast-paced environments.
Emergency Helpline Operator - Appello
(2025-01)
I am the first point of contact for emergency alarm activations involving elderly and vulnerable service users. I assess risk, prioritise incidents, and coordinate appropriate escalation in line with safeguarding procedures. I manage a range of out-of-hours services including social care, housing, repairs, homelessness support, noise, and ASB cases.
I maintain professionalism and control during distressing and time-critical situations, and I produce accurate case records to support continuity of care, investigations, and audit requirements.
National Complaints Administrator - The AA
(2022-07 - 2025-01)
I investigated complex customer complaints within FCA-regulated frameworks. Applied balanced judgement to deliver fair, evidence-based decisions while managing risk and vulnerability considerations. I communicated outcomes clearly through written correspondence and verbal discussions, and calculated customer redress accurately and consistently met regulatory deadlines. I contributed to service improvements by identifying root causes and recurring complaint trends.
Customer Service Advisor - OVO Energy
(2022-01 - 2022-07)
I provided customer support for billing, tariffs, metering queries, and account management, and demonstrated ownership of customer outcomes while maintaining regulatory compliance. I regularly received positive customer feedback for professionalism, empathy, and communication skills.
Prison Custody Officer - GeoAmey
(2017-10 - 2022-01)
I delivered secure escort and court custody services in high-risk environments, I managed dynamic risk assessments and maintained safety standards for detainees, colleagues, and the public. I responded effectively to incidents while ensuring accurate documentation and legal compliance, and worked collaboratively with police, courts, healthcare professionals, and internal stakeholders.
Care Worker / Medical Administrator / Medical Receptionist / ICM Administrator - Various
(2011 - 2017)
I supported vulnerable individuals, managed confidential records, coordinated healthcare services, and prepared sensitive documentation for multidisciplinary teams.
Standard Grades / Highers - The James Young High School, Livingston
