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Gillian Davidson

(Comment 1)

Term address: 26 Hammersmith Road Home Address: 74 Upper Kinneddar

Aberdeen Saline

AB10 6NB Fife KY12 9TR

07843 415409 01383 852 595

(Comment 2)

(from June 2006)

Email: gill.biglaugh@hotmail.co.uk

EDUCATION

2002 – 2006 BSc(Hons) Occupational Therapy, The Robert Gordon University, Aberdeen.

Awarded a 2:2 (June 2006)

(Comment 3)

1996 - 2002 Queen Anne High School

Scottish Highers: Physical Education (A), Administration (B), Accounts & Finance (C), English (C), Human Biology (C)

I ntermediate 2: Hospitality (A), Maths (B)

8 Standard Grades

(Comment 4)

EMPLOYMENT/WORK EXPERIENCE

(Comment 5)

Sep 2005 to now Checkout Operator, Asda, Dunfermline.

Trained in company customer practices and financial systems.
Completed CBL modules in company procedures and policies
Operated within a continuously busy checkout environment where premium customer service was instructed.

(Comment 6)

Undertaking the role of a checkout operator provided opportunities to enhance my communication skills, this was achieved by showing an interest in each person that came through the checkout and ensuring a quality service for all. My genuineness and positive body language aided a pleasant working environment in which others would approach me for help, especially new checkout operators. This was a physically demanding job in which I honed my initiative and self-drive by maintaining my work area and being prepared for customers, as well as complying with company policies. My effort was praised by customers and other staff, therefore increasing the feelings of job satisfaction. Although my motivation can be attributed to my dedication to the job.

Customer Service Advisor, HBOS, Dunfermline.

Sept 2004

Meeting company demand for an improved call centre service.
Answering incoming calls in relation to customer bank accounts.
Dealing with incoming call frequency and pressures.
Continuously improving efficiency with required tasks.
Competence with computer skills.

I was located in the inbound bank accounts department, managing call frequency and pressures. I provided advice, guidance and support to people who were experiencing financial difficulties by offering solutions and exerting empathy in difficult situations. I had the ability to remain patient during challenging and complex situations with distressed customers, whilst communicating in a confident and reassuring manner. Maintaining my understanding of company policy and procedures was essential in order to justify decisions to demanding customers. My commitment was identified, as I was one of few who received a £500 bonus on completing my contract for meeting call standards, no absences and reaching targets.

Sept 2001 - Cleaner, Saline Golf Club, Saline

Sept 2002

Handling and dealing with money and insurance tickets.
Answering the phone and dealing with bookings/reservations.
Supervising the club within working hours.
Recording stock levels in kitchen kiosk.

PRACTICE PLACEMENTS

Older People Community mental health team for people with functional and organic diseases. Personal responsibility for a specific caseload to carry out community living skills assessments. Prepared and lead groups for clients with severe and enduring mental health problems. Also developed skills in use of standardised assessments (MMSE, Rivermead).

Homeless Services Homeless Assessment and Resettlement team provided comprehensive assessment of homeless people residing in city hostels to determine future support needs and enable clients to develop skills required for independent living. Learned the most effective approach to team working and enhanced communication skills with clients who were apprehensive to engage in occupational therapy.

Other Burns & Plastics, Rheumatology & Neurology Outpatients, Acute Mental Health, and Paediatrics.

ACHIEVEMENTS

Awarded the John Marshall memorial award in 2002 for a prestige contribution to the community; generally for golfing achievements.
Represented Scotland versus England at Royal Birkdale in the schools championships (2002). The Scottish girls’ team won overall from the doubles and singles match play events.
Received a £500 bonus at HBOS in 2004 for maintaining call standards and meeting targets.
Awarded a blues award in May 2005 for representation and performance in Ladies University golf league.

SKILLS

(Comment 7)

IT: familiar with a wide range of software packages and databases.
Moving and handling certificate: April 2003
Basic First aid certificate: April 2003
Food hygiene certificate: April 2003
Full Driving Licence

INTERESTS (Comment 8)

Golf (at club and representative level and also for leisure).

REFERENCES T Mathie or Mr J Anthony Judith Sinclair

Che ckout Managers Personal Tutor

ASDA Faculty of Health & Social Care

Halbeath Retail Park The Robert Gordon University

Dunfermline Garthdee Road

F ife Aberdeen AB10 7QG

Tel: 01383 621021 Tel: 01224 263286

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