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CV Paula Jones
Address Line 1
Address Line 2
Tyne and Wear
Post Code

Telephone: 0191 123456. Mobile: 07910 123456. Email:


Excellent organisational and administration skills with experience in dealing with customers and high
volume workloads whilst meeting strict deadlines. Good background experience within counselling and
sales, gained within a variety of contract and voluntary positions. Now aspiring to start a new
challenging appointment with a reputable company, preferably in a customer facing and / or
administrative position within the Arts / Environmental / Voluntary sector.


. . .
.. Administration
Staff training / teaching .. Customer service
The Arts .. Counselling

. Working to strict deadlines

Retail Sales . Interdepartmental liaison
Supervision . Computer literacy
Spoken French / German

B.A. (Hons) Social Policy, Social Studies and Ancient History 1998



Retirement Pensions Teleclaims Service, Newcastle upon Tyne
The Government has recently established “The Pension Service”, which is part of the Department for
Work and Pensions. It has been set up to improve the service to pensioners who are planning for their

. retirement, no matter how far off it might be.

.. Working out amounts of State Pension and Pension Credits.

Providing a face-to-face service if the customer’s business cannot be dealt with over the telephone.

. Answering questions over the phone, by post and e-mail.

Accessing other pension-related entitlements and services.

LOCAL OFFICER (AO) 1995 - 04

Benefits Agency (BA), Newcastle upon Tyne
Part of the Benefits Agency’s administration, recovering overpayments of benefit that occur when a

.. claimant is paid an amount of benefit to which he or she is not entitled.

Recovering benefit overpayments using a computer database and handling telephone enquiries.
Investigated causes including official error by local authorities or by government departments such as
DSS, ourselves the Benefits Agency (BA) or the Department for Education and Employment (DfEE),
claimant error, fraud, or other causes such as, an overpayment following the death of a claimant or a

. backdated benefit increase.

Rectified problems in liaison with other departments.




Benefits Agency, Newcastle upon Tyne
Worked on the front counter, arranging job interviews and programmes for the unemployed (i.e. Job
clubs and Community Action). First point of contact for new claims and all other matters related to

. jobseekers allowance, new deals for lone parents.

Dealing with enquiries from the public, face to face and on the telephone, mostly concerning benefit

.. enquiries in a very busy job centre.

Providing information and making appointments.

. Counselling new claimants.

.. Helped follow up investigations.

Good customer service skills gained and the ability to defuse aggressive and possible violent situations.

. Providing advice on work benefits, job search and employment.

Good business related skills gained: typing, computer literacy, office administration, secretarial
service, presentation skills, numeracy, customer care / contact.

Early Career and Contract Summary

Agency Secretarial and Retail Assignments Apr 92- Nov 93

. Various Organisations and Shops

Typed manuscripts for a publishing company.
Medical Audit Clerk Apr 91 – Apr 92
North Tyneside Health Care, Tyne & Wear.
Production Clerk Jan 91 – Mar 91
Peter Vassallo Seafoods Ltd., Newcastle upon Tyne.
Trainee Tourist Information Assistant Jan 90 – Jan 91
Gateshead Metropolitan Borough Council
Supervisor / Instructor - Community Care Mar 89 – Dec 89
Newcastle City Council

Receptionist (Hatton and the Laing Art Gallery) Aug 03 – Present
Shop Assistant (Oxfam) 1998 – 01
English Teacher (N.E. Refugee Service) 1996 – 98
News Reader (Tyne Sound News) 1996 – 98
Receptionist / Sales Assistant (William Cowper and Newton Museum) 1992
Counsellor (Coping with Cancer) 1989
Also selling raffle tickets for various charities.


Marital Status: Single.

Driving licence: Full / clean
Languages: Mother tongue: English. Colloquial: French and German.
Interests / pastimes: Member of a Choir, The Arts, sports, healthy living, travelling.

References available on request.


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