Jessica Power Email & Phone Number

Cardiff, Gb

United Kingdom

As a Quality Support agent, my main responsibilities where to assess and mark calls made by agents across the UK, who were providing vital support to those with COVID-19. This meant I would have to ensure all advise the agents were providing on these calls where in line with Government guidelines at the time, as well as demonstrating soft skills whilst on the call. I would provide coaching sessions on a one-to-one basis, or to a group of people. This role gave me experience with a variety of different technical systems and coaching techniques.

Home Based

I am currently working for the Department of Work and Pensions via Serco. I provide service for clients that receive Universal Credit. My role involves providing customer service, answering any queries or concerns, solving problems, signposting to relevant resources and being aware and pro-active of safeguarding procedures.

Cardiff, Wales, United Kingdom

As a Job Search Advisor (JSA) I assisted individuals on their return to work. This may be due to COVID-19, or just assisting young people enter the workforce for the first time. I hosted 121 sessions via telephone, which help build a client’s confidence in areas such as interviews, job searching and CV support. I assisted management with training new starters, by allowing them to listen to my live calls and provide guidance and coaching throughout. I efficiently managed my own caseload and completed tasks in a timely and appropriate manner.Whilst working on the Job Finding Support Service contract, I presented group coaching sessions for members of the public. These group workshops were designed by myself and my team. During these group workshops, I would present a slideshow with various advice during a person’s job search and ensure all members of the public were engaged and working together to complete tasks set. I received excellent feedback for my work done on these, commonly that I was very engaging and the information I delivered was vital helping the group enter employment.

Cardiff, Wales, United Kingdom

During my time at Tesco, my main role was to work on check outs and self-service. I would assist customers quickly and efficiently. I would deal with any customer queries and complaints. As I was working here during COVID-19, I would also assist with enforcing social distancing, ensuring everyone had a mask and greeting people at the “traffic light” system when the store was busy.

As a Claims Handler my main role was to assess Non-Fault claims. I would ensure my client’s vehicle was either repaired or assessed by our In-House engineers to confirm a category of loss. I would value the vehicle using GLASSES, CAPS and PARKERS. I would then approach the client with an offer which would sometimes bring up challenges when a client would dispute the offer. I would deal with this by explaining how we valued the vehicle and use my negotiation skills to get to a positive outcome with the client. I would also have to deal with liability enquires and investigation, such as corresponding with the police, on scene investigators, CCTV companies and witnesses.

Gcse, Gcse

A Level