Kelly McDonald has over 15 years of experience in customer service roles within the Department for Work and Pensions. She has a track record of delivering excellent customer service, managing caseloads, and meeting targets. McDonald possesses strong communication, administration, and analytical skills and is proficient in Microsoft Office applications. She strives for continuous self-improvement and recently completed a leadership program.

1. KmcD – Page 1 of 2 – August2015
Kelly McDonald
17 Wildspur Grove, New Mill, Holmfirth, HD9 1JB
07534 548353
kmcdonald41@gmail.com
https://uk.linkedin.com/pub/kelly-mcdonald/b7/a17/b7b
Profile
I am an enthusiastic and hardworking individual with a natural ability to build relationships. I am
passionate about delivering excellent customer service. I possess excellent communication skills.
My style is adaptable to my audience considering all aspects of diversity and equality. I am
confident liaising with customers, peers and management. I possess excellent administration and
analytical skills. I have a positive personality and I am highly self-motivated. I am meticulous with a
keen eye for detail and I am always willing to go the extra mile. I am extremely confident in using
computer systems and packages including all Microsoft Office programs. I have used several work
based applications throughout my working career and assisted in the development of systems and
databases to aid working practices. This includes the design and development of training materials
and work process flows. In everything I do, I strive to ensure that I achieve a balance between
customer needs and business strategy. I am a quick learner and I thrive on new challenges.
Work Experience
Department for Work and Pensions - July 2001 to April 2015
Work Coach/Team Leader (June 2003 – April 2015)
As a Work Coach I decide on the appropriate level of support and most effective way forward for a
customer to find and secure employment. I manage a caseload and work diary; therefore, excellent
time management skills are essential within a target driven environment. I use my personalised
diagnostic skills and tools to gain customer commitment to the decision. I support, motivate and
challenge the customer to help them identify their own needs and work with them to overcome any
barriers to employment. I help to maximise their chances of finding a suitable and sustainable role
within the job market. I am responsible for ensuring that customer circumstances are periodically
reviewed through regular face to face interventions or over the telephone. The outcome is always
tailored to the needs of the individual. I assist with job searches and I flag suitable jobs I find to the
customers I am responsible for helping. I work closely with the wider advisory team, including daily
liaison with assistant advisers and employment skills advisers. I provide regular feedback to the
office manager on my progress. As team leader, I managed a team of 9 people within the Jobcentre,
ensuring KPI’s were met and offering coaching where required.
Key Responsibilities
Provide support and tailored advice to a wide range of customer's from different backgrounds and
cultures
Ensure regular contact is made with each customer
Organisation of work diary and caseload
Keep up to date with any provision and support tools that are available to customers
Find appropriate employment for customers to apply for and assist them with the application process
Provide regular feedback to colleagues, support provision and management
Staff observations
Ensuring team meet KPI’s
Ensuring team meet weekly/monthly targets
Staff coaching/training
Completing staff appraisals

2. KmcD – Page 2 of 2 – August2015
Call Centre Operator (January 2002 – June 2003)
As a call centre operator, I was responsible for advising claimants on their entitlement to benefit,
registering the claims on the computerised system and booking appointments at local jobcentres.
Key Responsibilities
Respond and handle customer inquiries both telephonically and by email
Research required information using available resources
Manage and resolve customer complaints
Enter new customer information into system
Update existing customer information
Identify and escalate priority issues
Route calls to appropriate resource
Follow up customer calls where necessary
Document all call information according to standard operating procedures
Deputy team leader duties
Training Assistant/ HR assistant (July 2001 – January 2002)
As training assistant, I was responsible for designing and producing all training material/desk aids.
Including ensuring accuracy of training materials and proof reading policy documentation. I kept
records of when staff had completed training and the dates it was completed and devised a
spreadsheet to log the information. I issued reminders to staff when training needed to be
refreshed (either classroom based or E-Learning). I liaised both internally and externally with staff
and training providers and was responsible for the booking of venues. I also completed HR tasks
including filing of personnel information, organising appraisals, completing service requests,
annual leave calculations and dealing with staff queries for the district.
Key Responsibilities
Dealing with internal and external callers
Working to strict deadlines and service standards
Ensuring that policy and procedures adhered to at all times
Management of personnel documents
Creating training material/desk aids for learning and development team
Accuracy checks and proof reading
Training & Education
Chrysallis Programme - June 2003
The Chrysallis programme was around leadership and I completed this whilst working for DWP. It
involved producing and delivering a presentation to senior members of DWP.
All Saints High School - September 1996- July 2001
Various GCSE's including Maths and English All grade C and above
Interests
I have an interest in interior design and D.I.Y. I enjoy listening to music and I am currently learning
to play the piano. I am keen on most sports and organise a weekly badminton game with friends.
Additional Information
Available to start work immediately
Full clean UK driving licence
Excellent references available upon request