Deirdre Rusling Email & Phone Number

Providing non-regulated money guidance to people affected by gambling harms. Moderate money-themed chatrooms. Created copy for digital financial toolkit. Contributed to specs for tailored CRM system for client management.

Remote

Full-time helpline worker, providing telephone and webchat support to people affected by addiction. Moderating online forum and group chat.

Deputising for team leader, acting as shift lead, briefing and debriefing advisers, safeguarding decisionmaking, moderating online forum and group chat, creating written and video guides for advisers.

Full-time helpline worker, providing telephone and webchat support to people affected by addiction. Moderating online forum and group chat.

Home-based

Weekend telephone and internet helpline support at a national addiction charity. Produced copy on debt and finance for a redesign of the charity's website.

Glasgow, Scotland, United Kingdom

Copywriting, web content production and editing in Umbraco, in particular for Skills Development Scotland's website www.ourskillsforce.co.uk. Produced microsites for specific stakeholder groups, researched and interviewed case studies, commissioned customer journey infographics, liased with subject matter experts, internal and external stakeholders.

Glasgow, United Kingdom

Produced copy for a range of financial industry websites, blogs, and publications. Wrote the copy for two new websites, www.yourmortgageexpert.com and www.veritastreasury.com, published using Umbraco CMS. Produced regular blog posts on the mortgage market, debt and managing money, for www.yourmortgageexpert.com and www.yourdebtexpert.com. Wrote copy for.

I was responsible for co-ordinating Carrington Dean's Debt Arrangement Scheme accounts with the Accountant in Bankruptcy's case management system, DASH. I was also responsible for ensuring performance against agreed standards, and increased performance by 12% during my time in post.

Kilwinning

Reconciled contracted-out accounts and provided management information to measure performance of service providers against the Service Level Agreement.

Kilwinning

Supported the Senior Manager of the Debt Arrangement Scheme (DAS), a government scheme which allows people who can afford to repay their debt, do so over a longer period of time. Produced management information to measure performance of contracted-out services against service level agreement. Arranged and minuted workshops and meetings, proactively managed.

Provided telephone and email advice on welfare benefits, debt, housing and trading standards, balancing the need to provide accurate and comprehensive advice, with the need to accurately and quickly log enquiries and meet targets.

* project-managed rebranding and new website* managed internal and external communications* obtained Google Ad grant funding for pay-per-click marketing* managed pay-per-click campaigns* wrote press releases, obtained national press coverage* produced a regular e-newsletter* wrote and project-managed publications eg good practice guides and a hard copy and.

I provided strategic advice to the Citizens Advice Direct call centre, particularly in the area of non-profit call centre best practice.

I sub-edited, designed and laid out the Depression Alliance Scotland newsletter in Quark Xpress and prepared it for print.

Responsibilities included:* Managing a membership scheme* Managing a programme of local and national helpline events from 10 - 150 attendees* Publications including e-communications* Provision and management of a helpline service* Website updating* Marketing

Delivered a helpline service to people affected by Repetitive Strain Injuries, managed a membership scheme, wrote information resources, including web copy still available at http://www.rsi.org.uk/.

Set up and co-ordinated a helpline service for people affected by depression. Devised policies and procedures, put telephony systems in place, recruited, trained and supported a team of volunteers.

Managed THA's membership schemeDelivered THA's helpline serviceProject managed THA's website developmentManaged a programme of local and national helpline events.

I provided customer service, information and listening support to people affected by multiple sclerosis, their families and friends, and interested professionals. I responded to enquiries by telephone, email and letter using counselling skills. I recruited, trained, coached and supervised helpline volunteers. I also volunteered my spare time to train MS.

Introduction To Content Design

Newspaper Subediting

Preparing copy for print, copy-editing, fact-checking, writing heads, sells and captions.

Quark Xpress

Using Quark Xpress in newspaper and magazine layout.

Rsa Certificate, Counselling Skills In The Development Of Learning

Part-time study while working as a Helpline Worker at the Multiple Sclerosis Society.

Ma, Creative Writing

Activities and Societies: Creative Writing theatre show, local creative writing groups, worked as a needle-exchange worker in the local.

Ba (Hons), English

Activities and Societies: Student Union Executive Committee

Scotvec, Administration

Part-time study while working as an adminstrator.