Shikira Smith

In this role, I handled a high volume of customer enquiries relating to garden waste subscriptions and recycling services within a busy council contact centre environment. My responsibilities included processing new and renewal subscriptions, booking garden waste sack collections, and updating customer records accurately using internal IT systems. I supported residents in accessing council services online while providing clear and professional guidance on council procedures and service options. I used strong communication and problem-solving skills to resolve enquiries effectively, often liaising with internal departments and external organisations to ensure issues were dealt with promptly and efficiently. Throughout the role, I maintained professionalism, attention to detail, and compliance with data protection, equal opportunities, and council policies while delivering a high standard of customer service in a fast-paced public sector setting.

In my role, I managed a high volume of inbound and outbound calls each day, handling a wide range of enquiries from tenants, contractors, police, and external agencies. I acted as the first point of contact for vulnerable individuals, providing empathetic, professional, and solutions-focused support in sensitive or high-pressure situations. I maintained accurate and detailed case notes using internal systems, ensuring full compliance with data protection and organizational standards. My responsibilities included assessing and prioritizing both emergency and non-emergency situations, escalating urgent issues promptly, and coordinating repairs, complaints, and ongoing cases through effective liaison with housing officers, maintenance teams, and internal departments. I also managed a busy shared inbox, responding to queries within set service level agreements, and demonstrated strong problem-solving skills by identifying appropriate solutions and ensuring full follow through. Throughout my role, I maintained professionalism and efficiency while working under pressure in a fast-paced public sector environment.

During my time with Newcross Healthcare, I delivered high-quality, person-centered care to clients across a range of home and care settings. I supported individuals with daily living activities, including personal care, medication administration, meal preparation, and mobility assistance, while building strong, trusting relationships that promoted dignity, independence, and emotional wellbeing. I adapted quickly to new environments, clients, and care plans, demonstrating flexibility and reliability across various shifts and locations. In addition, I maintained accurate records and reported any changes in clients' conditions to relevant healthcare professionals.

As a Care Assistant with Home Care 4 U, I provided compassionate and personalized care to elderly and vulnerable individuals in their own homes. My responsibilities included supporting clients with daily tasks such as personal care, household duties, and companionship, while consistently maintaining a safe and clean environment in line with health and safety standards. I monitored and recorded client wellbeing, ensuring accurate documentation and clear communication with senior staff. I built positive relationships with clients and their families, delivering a high standard of care and demonstrating patience, empathy, and strong interpersonal skills when supporting individuals with varying needs.