Fiona Krasniqi
Kennington
Summary
People-centred communicator with a Psychology and Criminology background. Experienced in safeguarding, risk assessment, crisis communication and working with advanced software. Skilled in managing confidential information, delivering calm, empathetic communication in vulnerable situations and proficient in using a
range of IT systems and digital software's.
Overview
10
10
years of professional experience
12116
12116
years of post-secondary education
Work history
Technical Support Assistant
Millennium Community Solutions Technology Library
London, Loughborough
01.2025 - Current
- Supported elderly, disabled and economically vulnerable service users through step-by-step solutions with essential computer and internet tasks,ensuring they felt guided throughout the process.
- Installed new software for users and monitored version and patch update requirements.
- Answered user questions about cyber security and software operation to help resolve problems.
- Assisted service users in mastering applications, software, online platforms, and basic digital tools.
- Empowered vulnerable service users to use digital services independently with one to one coaching.
Communications Officer
Metropolitan Police Service
London, Lambeth
09.2019 - 08.2023
- Supported individuals in crisis such as; domestic crime victims, suicide callers by providing compassionate, empathetic non-judgemental listening that helped reduce stress and promote safety.
- Delivered concise guidance and support to public inquiries.
- Conducted structured intelligence checks, applying professional judgement to determine necessity, relevance.
- Completed detailed documentation to evidential legal standards.
- Assessed urgency levels to facilitate prompt response and secure necessary assistance to critical or major incidents.
- Identified and gathered critical information through clear, focused communication with the public.
- Liaised with specialised government departments and agencies, both internally and externally to resolve public enquiries.
- Utilised coded and specialised terminology to facilitate secure and context appropriate exchanges across varied operational environments.
- Cultivated positive working relationships with team members to promote effective collaboration.
- Showed resilience under pressure, handling challenging situations with composure.
- Listened actively to caller concerns, questions and priorities.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Adhered to healthcare quality standards and organisational policies when handling emergency calls.
- Completed crime reports via telephone and online, utilising specialist policing systems such as CRIS, and performed intelligence checks using secure government databases such as PNC.
- Safeguarded victims and callers by delivering accurate, risk aware advice grounded in specialised knowledge and professional training, ensuring appropriate guidance during vulnerable situations.
- Differentiated between criminal matters that are police related and non criminal legal issues, ensuring appropriate triage and signposting such as charities, helplines and council.
- Supported callers through trauma, including accidents and death.
- Identified at risk individuals on calls, following safeguarding procedures and notifying the relevant agencies; such as child abuse.
- Maintained up-to-date legislative knowledge and delivered clear, accurate advice to victims, including rights under Claire's Law.
- Identified individuals who are at high risk of victimisation, or revictimisation based on age range, health conditions, environmental threats such as geographical location or proximity to specific individuals.
- Recognised warning signs of child sexual exploitations, modern slavery and conducted necessary checks and create onward referrals such as to sexual offences to JIGSAW.
Bespoke Operations administrator
Harrods
London, Knightsbridge
01.2018 - 08.2018
- Tracked customer preferences and purchase history using Customer Relationship Management system.
- Managed an Excel-based booking system to identify required garment changes, allocate tasks to team members, track deadlines, and ensure completed items were dispatched to the correct location on time.
- Fostered a collaborative team environment by working closely with private tailoring assistants for VIP clients, supervisors and alteration specialists , ensuring accuracy and high-quality service.
- Handled high volume calls and emails to negotiate the ideal bespoke fitter for each customer.
- Balanced customer expectations with workshop constraints to ensure smooth daily operations.
Applied Behaviour Analyst Assistant
Blue Stars Autism Intervention
Derby, Derbyshire
09.2017 - 01.2018
- Consulted with highly skilled management team and trained parents to work on targets with their own children.
- Planned, prepared and implemented game activities to provide small group sessions to expand social, communication skills in a natural environment with others.
- Carried out 1.1 play therapy to advance child's ability to copy positive behaviour and to learn to communicate through 'Ending': picture exchange, Makaton, sign language.
Humanitarian Support Coordinator
Ankara Refugee Food Distribution
Ankara, Turkey
09.2015 - 02.2016
- Allocated high risk Syrian refugees in the United Nations High Commissioner for Refugees rooms for shelter, such as ; pregnant women, young children, and provided emergency packages.
- Authorised and scheduled visits to the UNHCR.
- Managed budget spent on staff travel, food for refugees needed based on data sheets from UNHCR office.
Education
Bachelor of Science - Psychology and Criminology dual honours BPS CPS accredited
Keele University
Newcastle-under-Lyme, Staffordshire 05/2015 - 01.2019
NCFE LEVEL 2 - Principles of Cyber Security
Richmond and Hillcroft Adult Community College
London 10/2024 - 01.2025
LEVEL 3 AQA - ICT for Employability
Millennium Community Solutions
London 01/2025 - 03.2025
Semester abroad
Middle East Technology University
Ankara, Turkey 09/2015 - 03.2016
3 ALEVELS -
Elmgreen Sixthform
West Norwood, London 09/2013 - 09.2015
9 GCSE's -
Pimlico Academy
Pimlico, London 08/2007 - 08.2012
Skills
- Confidentiality and ethical conduct
- Data Protection & GDPR compliance
- Highly experienced communicator with years of training and experience
- Proficient in Microsoft Office, Python, CRM and Canva, IBM SPSS
- Experienced user of PNC for intelligence checks and crime reports
- Strong team contributor and independent worker
Timeline
Technical Support Assistant
Millennium Community Solutions Technology Library
01.2025 - Current
Communications Officer
Metropolitan Police Service
09.2019 - 08.2023
Bespoke Operations administrator
Harrods
01.2018 - 08.2018
Applied Behaviour Analyst Assistant
Blue Stars Autism Intervention
09.2017 - 01.2018
Humanitarian Support Coordinator
Ankara Refugee Food Distribution
09.2015 - 02.2016
Bachelor of Science - Psychology and Criminology dual honours BPS CPS accredited
Keele University
05/2015 - 01.2019
NCFE LEVEL 2 - Principles of Cyber Security
Richmond and Hillcroft Adult Community College
10/2024 - 01.2025
LEVEL 3 AQA - ICT for Employability
Millennium Community Solutions
01/2025 - 03.2025
Semester abroad
Middle East Technology University
09/2015 - 03.2016
3 ALEVELS -
Elmgreen Sixthform
09/2013 - 09.2015
9 GCSE's -
Pimlico Academy
08/2007 - 08.2012