- Travelling to new countries
- Watching Movies and TV Shows
- Dancing
- Music
- Reading
Emma Baines
Helensburgh,NSW
Summary
Dynamic and results-driven professional with extensive experience at the Department of Work and Pensions. Proven expertise in case management and client advocacy, adept at processing benefit claims and resolving complex inquiries. Recognized for strong problem-solving abilities and effective communication skills, ensuring client satisfaction and operational efficiency. Work well on my own or within a team, quick learner and will to undertake any training that is deemed necessary.
Overview
20
20
years of professional experience
Work History
Universal Credit Case Manager
Department of Work and Pensions
Wrexham, UK
01.2019 - 06.2025
- Processing benefit claims for Universal Credit (benefit in UK like Centrelink).
- Issuing payments to claimants
- Dealing with queries from claimants both online and over the phone
- Covering caseloads for case managers who were on leave or off sick
- Helping team leader deal with any queries or complaints from claimants
- Verifying claimants documents to ensure they received correct amount of benefit.
Warehouse Worker
Phoenix Healthcare
Wrexham, UK
03.2017 - 10.2018
- Duties included packing up medication for hospitals, doctors and chemists.
- Replenishing stock
- Maintaining a clean working environment
Stores Controller
Nu Instruments
Wrexham, UK
10.2011 - 11.2012
- Dealt with deliveries - booking them in and putting into correct storage areas.
- Making up kit lists which needed to be built
- Inputting kit lists onto stock system so correct stock was booked out.
- Getting stock for production, stock taking and keeping electronics spreadsheet up to date.
Social Services
Wrexham County Borough Council
Wrexham, UK
09.2010 - 11.2010
- Agency contract for 3 months
- Inputting daily referrals from police, members of the public and health bodies onto localised system.
- Answering phones and transferring to duty team or social workers.
- Archiving, general admin work for social workers and duty team.
Administrative Assistant
School and Public Transport Wrexham County Borough Council
Wrexham, UK
01.2010 - 08.2010
- 8 month contract through an agency
- Dealt with public enquiries in the business station office when cover was needed.
- Coordinated scheduling and logistics for school transport services, ensuring timely operations.
- Managed communication between parents, schools, and transport providers to resolve issues efficiently.
- Developed and maintained accurate records of student transportation requests and service usage.
- Assisted in implementing new administrative processes to enhance operational efficiency within the department.
Bar Tender
Chicago Rock Cafe
Wrexham, UK
02.2008 - 01.2010
- Crafted and served diverse beverage selections, ensuring customer satisfaction and repeat business.
- Maintained cleanliness and organization of bar area, adhering to health and safety regulations.
- Managed cash register operations, accurately processing transactions and balancing daily sales.
- Trained new staff on bartending techniques, menu offerings, and customer service standards.
Finance Assistant
Housing Benefits Wrexham County Borough Council
Wrexham, UK
11.2006 - 02.2008
- Processed housing benefit claims, ensuring adherence to regulatory guidelines and accuracy in documentation.
- Enquiries were dealt with in person and over the phone.
- Managed inquiries from clients regarding benefits, providing clear and accurate information.
- Reviewed applications for completeness, verifying eligibility criteria and supporting documents.
Receptionist Administrator
Estate Offices Wrexham County Borough Council
Wrexham, UK
03.2005 - 11.2006
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Coordinated office communications, handling incoming calls and directing inquiries to appropriate personnel.
- Maintained accurate filing systems, improving document retrieval efficiency for team members.
- Assisted in organizing meetings and events, providing logistical support and materials preparation.
Education
BA Hons Business Enterprise - Business
University of Central Lancashire
Preston, UKSkills
- Problem-solving
- Case management
- Time management
- Case documentation
- Email and telephone etiquette
- Positive attitude
- Documentation and reporting
- Active listening
- Client advocacy
- Data entry and analysis
- Records management
- Emotional awareness
Interests
Timeline
Universal Credit Case Manager
Department of Work and Pensions
01.2019 - 06.2025
Warehouse Worker
Phoenix Healthcare
03.2017 - 10.2018
Stores Controller
Nu Instruments
10.2011 - 11.2012
Social Services
Wrexham County Borough Council
09.2010 - 11.2010
Administrative Assistant
School and Public Transport Wrexham County Borough Council
01.2010 - 08.2010
Bar Tender
Chicago Rock Cafe
02.2008 - 01.2010
Finance Assistant
Housing Benefits Wrexham County Borough Council
11.2006 - 02.2008
Receptionist Administrator
Estate Offices Wrexham County Borough Council
03.2005 - 11.2006
BA Hons Business Enterprise - Business
University of Central Lancashire