Kieran Walshaw Newcastle upon Tyne, England

I am a lively, energetic, committed, team player who gets on well with people from all backgrounds and who desires to have a successful career.I am dedicated individual and have an excellent attitude to my work and colleagues. I am confident that my experience, skills and positive outlook will enable me to make a valuable contribution and that the duties and responsibilities of the post are well within my capabilities.nI am passionate about the values of personal development to improve my skills, increase my performance and enhance my career. 4 months after I was trained on the European Health Insurance line I requested to be trained in another more challenging call stream, this was successful and I was put onto the Prescription Services Helpdesk.nI took full advantage of the opportunity given to me and I am always looking to develop myself for the benefit of me, as an individual. I would hope to continue this development to progress my career even further. nProviding and developing efficient high quality professional services to customers is an essential part of my role, therefore an ability to communicate and interact with a wide range of people is vital. I am highly skilled in communicating and enjoy meeting people. The varied nature of my work has given me the ability to interact with all levels of seniority, both internal and external as I regularly communicate with a wide range of staff, financial advisors, pharmacists, doctors, accountants and Local MP’s. In my career I have worked within 3 main call streams, EHIC (European health insurance cards), Prescription Pricing Helpdesk and Pensions Member Helpline. I have daily contact with administration teams both internally and externally from the NHS payroll departments and financial advisors. More importantly my time within the call centre sharpened my customer service skills and gave me the ability to use discretion and good judgement which is experience I found particularly useful in dealing with unhappy customers. This is extremely valuable when dealing with MP and ombudsman enquiries as they are often of a sensitive nature, which involves a more personal touch to help diffuse situations and avoid conflict.nI have a good level of numeracy which is demonstrated specifically when members of the pension scheme call confused and worried about how their pension specific to them self has been worked out. I am able to re-calculate the pension with them through the calculation set in the guidelines and explain further any queries they have in association to this. nIn addition, when contacted by financial advisors and accountants I have to be directly available to give out tax information and calculations revolving around the pension without hesitation.nI have access to a wide variety of written and verbal confidential information concerning various levels of the organisation regarding individuals, services, reports and briefings on a daily basis so the ability to deal with sensitive and confidential information in a professional manner, and maintain confidentiality at all times has been a necessity for my various contact agent roles.nDuring my career and studies my information technology skills have greatly developed. I have strong experience in dealing with a range of packages including Microsoft Office, Word, Excel, Mail Merge and PowerPoint when producing presentations, documents, reports and letters to a high standard within my NVQ. nI have gained extensive experience of providing personal and administrative support while working within prescription services as I had to deal with large quantities of prescriptions sent by pharmacists for checking, from this I have gained a basic knowledge of medical terminology. I have proven on many occasions that I can work within a progressive, rapidly changing environment. I always embrace the challenge and ‘give it my all’ and have received positive and complimentary feedback from both customers calling back and awards provided to me from my quality checking teams.nI have experience of working with staff at all levels within an organisation both face-to-face and on the telephone, as I work closely on a daily basis with members of the NHS including chief executives, doctors and accountants from many different departments and local businesses. I work with a wide range of personalities which entails adapting or changing my style to build and develop teams and relationships.nI have proved that I am able to work under pressure as I have continually worked within a busy customer service/administrative environment over the past 4 years.nI have a flexible approach to work and demonstrate high standards of personal resilience and integrity as I adapt well to changes, can reprioritise my workload, and will help out wherever I can for the benefit of the organisation. I am a reliable, hardworking and conscientious person with a flexible approach to both internal and external activities. I am used to working in accordance with the needs of my position. An example of my flexible approach to my work is that I have been relocated around the organisation to where I have been most needed, covered other call streams at a moment’s notice or worked late to get the ‘job done’, while adopting a professional, personable and motivated attitude at all times