Summary
Overview
Work History
Education
Skills
Timeline
Generic

Penny Hood

Sydney,NSW

Summary

I am an organised and detail-oriented graduate with professional experience in case management, administration and data handling within a fast-paced government environment. Skilled in maintaining accurate and confidential records, reviewing information, managing caseloads and resolving enquiries, I have developed strong organisational and problem-solving abilities. My experience in case management, combined with my First Class degree in Criminology and Forensic Science, has strengthened my analytical skills and understanding of the importance of following strict procedures, maintaining accuracy and meeting deadlines. Proficient in Microsoft Office and database systems, I bring strong communication skills, a proactive approach and the ability to manage competing priorities effectively. I am seeking an administrative role in Sydney where I can apply my skills and experience to support the smooth and efficient running of a team.

Overview

2
2
years of post-secondary education
5
5
years of professional experience

Work History

Case Manager

Department for Work and Pensions
Belfast
01.2026 - 09.2026
  • Managed a caseload of over 2,000 Universal Credit claimants, responding to day-to-day enquiries and maintaining accurate, up-to-date claim records.
  • Handled a high volume of telephone enquiries, providing clear, professional and empathetic support to claimants experiencing financial difficulties and distress.
  • De-escalated challenging telephone conversations by remaining calm, listening to concerns, explaining processes clearly and identifying appropriate solutions to individual issues.
  • Reviewed and updated claimant information, ensuring records were accurate and cases were managed in accordance with established procedures and guidelines.
  • Handled sensitive personal and financial information confidentially, adhering to data protection requirements and departmental policies.

Front of House Staff

Shandon Park Golf Club
Belfast
05.2021 - 01.2026
  • Managed customer orders, payments, and enquiries accurately, demonstrating attention to detail and organisational skills
  • Handled sensitive information for members and guests with professionalism and confidentiality
  • Resolved complaints and issues promptly, fostering positive guest experiences

Front of House Staff

Habita (Northumbria Student Union)
Newcastle Upon Tyne
05.2024 - 06.2025
  • Executed accurate order and payment processing using EPOS systems to enhance customer satisfaction
  • Coordinated events and functions to enhance operational efficiency
  • Facilitated clear communication with customers and colleagues, delivering timely support to resolve inquiries

Education

BSc (Hons) - Criminology And Forensic Science

Northumbria University
09.2022 - 01.2025

GCSE's -

A Levels -

Skills

  • Customer service excellence
  • Administrative organization
  • Accurate data entry and confidential record-keeping
  • Case management
  • Proficient in Microsoft Office and database systems
  • Effective time management and prioritisation
  • Compliance with procedures and attention to detail

Timeline

Case Manager

Department for Work and Pensions
01.2026 - 09.2026

Front of House Staff

Habita (Northumbria Student Union)
05.2024 - 06.2025

BSc (Hons) - Criminology And Forensic Science

Northumbria University
09.2022 - 01.2025

Front of House Staff

Shandon Park Golf Club
05.2021 - 01.2026

GCSE's -

A Levels -

Penny Hood