Amanda Richards
South Molton,Devon
Summary
Talented Production Manager with expert team leadership, planning and organisational skills. Equips employees to independently handle issues and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Dedicated Call Centre Agent with over 20 years of experience in high-volume call handling. Self-motivated to achieve service, call time targets and exceptional customer service skills.
Support Worker (Older Adults in Care) with comprehensive experience in care home environments. Builds rapport with empathy and compassion. Strong medication administration and clinical observation skills.
Detail-oriented pharmacy professional with administrative, customer service and organisational strengths. Focused on helping colleagues and patrons with pharmacy questions, medication needs and interaction questions. Highly trained in safety and documentation requirements.
Overview
30
30
years of professional experience
Work History
Call Agent
South Central Ambulance Service
Otterbourne, Hampshire
10.2021 - Current
- Logging call details and customer information in secure systems.
- Outbound calls to citizens with errors with their Covid vaccine data.
- Accessing confidential data on every call, therefore working to strict standard operating procedures.
- Using Language Line for those callers who do not speak English.
- Sign -posting citizens to other services.
- Remote, home working role, using Teams for twice daily conference calls.
- Processing complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Great feedback from citizens which lead to doing a short video celebrating 100 days of the service
Administrator
North Devon District Hospital
South Molton, Devon
04.2020 - 10.2021
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Inputting referrals onto various systems for community nursing, therapy teams and Adult Social Services.
- Liaising with GP practises, hospital discharges, nursing homes, outpatient clinics, patients and their relatives. At times these calls come from families in crisis.
- Photocopied and laminated documents for meetings and presentations.
- Effectively managed incoming and outgoing Email to maximise office efficiency.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Daily teams conference calls.
Pharmacy Dispenser
Royal Devon and Exeter NHS Foundation Trust
Exeter, Devon
10.2017 - 04.2020
- Dispensed medication accurately against customer prescriptions.
- Printed prescription labels with accurate patient, contents and dosage advice.
- Worked under guidance of pharmacist to prepare compounds and dispense medications.
- Processed customer payments and completed related order paperwork for pharmacy actions.
- Partnered with clinical teams to understand particulars of orders and accurately fill medications.
- Maintained continued safe supply of medication in line with best practices.
- Followed legal and professional standards, maintaining best possible compliance with applicable regulations.
- Stored and rotated stock while upholding pharmacy policies.
- Clarified unclear dosage instructions with authorising doctors.
- Cleaned equipment and containers between use to avoid cross-contamination.
Pharmacy Dispenser/ Stock Specialist
Boots the Chemist
Exeter, Devon
02.2015 - 10.2017
- Priced and labelled medications with high accuracy.
- Implemented infection control procedures to protect staff and patient safety.
- Minimised wastage by tracking stock dates.
- Clarified unclear dosage instructions with authorising doctors.
- Oversaw inventory to achieve consistent supply levels.
- Offered best-possible medical advice to customers to improve health conditions.
- Led team to deliver on targets in fast-paced environment.
- Maintained continued safe supply of medication in line with best practices.
- Checked patient declaration signatures to maintain compliant records.
- Followed legal and professional standards, maintaining best possible compliance with applicable regulations.
- Provided bespoke service to patients, accurately meeting healthcare needs and promoting loyalty.
- Stored and rotated stock while upholding pharmacy policies.
- Dispensed medication accurately against customer prescriptions.
- Consulted patients on current conditions and provided treatment advice.
- Monitored and ordered pharmacy supplies to meet customer demand.
- Stored drugs in line with temperature and security requirements.
- Checked inbound pharmacy stock met quantities listed on delivery records.
- Answered questions and helped pharmacy customers locate desired items.
- Worked under guidance of pharmacist to prepare compounds and dispense medications.
- Instructed on correct use of prescribed medications and warned of potential interactions or contraindications.
- Printed prescription labels with accurate patient, contents and dosage advice.
- Secured drugs against loss, tampering and misuse following correct protocols.
- Cleaned equipment and containers between use to avoid cross-contamination.
Call Handler
South Western Ambulance Service
Exeter, Devon
01.2014 - 02.2015
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Signposted callers to appropriate care pathways to reduce pressures on emergency services.
- Navigated clinical triage software to efficiently allocate urgent medical help.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- Identified at risk individuals on calls, following safeguarding procedures
- De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
- Supported callers through trauma, including accidents and death.
Support Worker
Havencare (South West) Limited
Dawlish, Devon
06.2013 - 01.2014
- Kept close eye on client vital signs, administered medications and tracked behaviours to keep healthcare supervisor well-informed.
- Kept detailed daily logs with care actions, patient behaviours and all incidents.
- Adhered to all company requirements for patient interactions and care standards.
- Safely drove 6 clients to social activities and appointments.
- Kept household areas clean and well-stocked, ran errands, managed laundry and completed weekly grocery shopping.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted with housekeeping duties, cooking and shopping.
- Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
- Conferred with Home Manager to discuss patient condition and medical care, helping to optimise treatments and enhance outcomes.
- Checked medication schedules and patient needs to ensure correct medication administration.
Production Manager
British Telecom
Exeter, Devon
07.1995 - 03.2013
- Directed and motivated 100/120 staff.
- Achieved maximum performance across safety, maintenance and efficiency.
- Established and adjusted work procedures to meet schedules, delivering output to deadlines.
- Coordinated and controlled all repair and installation processes, ensuring products were delivered on time and within budget.
- Regularly monitored and assessed performance standards, continually developing and implementing improved operational policy.
Education
Bridgewater and Taunton College
TauntonGCSEs - Mathematics
Exeter College
Exeter05.2019
NVQ Level 2 - Dispensing Assistant
Boots
Nottingham05.2016
NVQ Level 2 - Healthcare Advisor
Boots
Nottingham03.2015
GCSEs - Biology
The Cedars Academy
Leicester05.1980
GCSEs - Geography
The Cedars Academy
Leicester05.1980
GCSEs - Food and Nutrition
The Cedars Academy
Leicester05.1980
GCSEs - English Language
The Cedars Academy
Leicester05.1980
GCSEs - Liberal Studies
The Cedars Academy
Leicester05.1980
Skills
- Conflict resolution
- Inbound and outbound call handling
- Expert communicator
- Coaching leadership
- Customer rapport
- Workforce development
- Evidence gathering
- Microsoft Outlook
- Crisis intervention
- Progress reporting
- Allied health referral procedures
- Personal care assistance
- Treatment planning
- Community services referrals
- Accurate recordkeeping
Timeline
Call Agent
South Central Ambulance Service
10.2021 - Current
Administrator
North Devon District Hospital
04.2020 - 10.2021
Pharmacy Dispenser
Royal Devon and Exeter NHS Foundation Trust
10.2017 - 04.2020
Pharmacy Dispenser/ Stock Specialist
Boots the Chemist
02.2015 - 10.2017
Call Handler
South Western Ambulance Service
01.2014 - 02.2015
Support Worker
Havencare (South West) Limited
06.2013 - 01.2014
Production Manager
British Telecom
07.1995 - 03.2013
Bridgewater and Taunton College
GCSEs - Mathematics
Exeter College
NVQ Level 2 - Dispensing Assistant
Boots
NVQ Level 2 - Healthcare Advisor
Boots
GCSEs - Biology
The Cedars Academy
GCSEs - Geography
The Cedars Academy
GCSEs - Food and Nutrition
The Cedars Academy
GCSEs - English Language
The Cedars Academy
GCSEs - Liberal Studies
The Cedars Academy
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