Callum Marsh
Aberystwyth,Ceredigion
Summary
Resourceful and adaptable professional with over a decade of experience across customer service, healthcare, and business management. Proven track record in leadership roles, with expertise in team development, operational efficiency, and high-quality customer care. Skilled at multitasking and managing time effectively, even in high-pressure environments, with a strong commitment to fostering positive experiences for both customers and patients. Proficient in Microsoft Office Suite and inventory management, with advanced skills in Microsoft Excel. Known for a proactive, results-oriented approach and the ability to quickly learn and adapt to varied roles, from supervising staff in fast-paced retail settings to providing compassionate support in clinical environments.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
Work History
HCA - Older Adult mental health
Hywel Dda Health Board
Aberystwyth
11.2023 - 06.2024
- Compassionate Patient Care: Provided attentive and compassionate care for older adults in a secure mental health setting, assisting with daily activities, personal care, and therapeutic support tailored to each patient’s needs.
- Behavioural Support and Crisis Intervention: Supported patients in managing mental health symptoms, employing de-escalation techniques, and assisting with crisis intervention as needed to ensure a safe and calm environment for all residents.
- Mental Health Monitoring and Documentation: Monitored patients’ physical and mental health, accurately documenting observations and reporting any changes in behaviour or wellbeing to clinical staff, ensuring continuity of care.
- Therapeutic Engagement: Facilitated therapeutic activities, encouraging patient engagement to promote mental stimulation, emotional comfort, and social interaction within a secure framework.
- Team Collaboration in a Secure Setting: Worked closely with a multidisciplinary team, including psychiatrists, nurses, and social workers, to create individualized care plans while strictly following protocols for secure unit operations and patient confidentiality.
Health Care Support Worker - BANK
Hywel Dda Health Board
Aberystwyth, Ceredigion
05.2020 - 11.2023
- Adaptable Patient Care: Provided flexible, high-quality support across various departments, adapting quickly to different clinical environments including the X-RAY Department and Chemo Unit to meet immediate patient care needs.
- Patient Monitoring and Assistance: Assisted with patient monitoring, including vital sign checks and patient needs, ensuring patient comfort and a safe environment across all placements.
- Cross-Departmental Collaboration: Worked alongside multidisciplinary teams in high-pressure settings to coordinate care and improve patient outcomes, building rapport with both staff and patients.
- Specialized Support in Oncology and Imaging: Gained experience in supporting patients undergoing chemotherapy and imaging procedures, with responsibilities including phlebotomy, patient preparation, and post-procedural care.
- Adherence to Confidentiality and Safety Standards: Maintained strict adherence to NHS standards of patient confidentiality, hygiene protocols, and safety practices, contributing to the efficient and safe operation of each department.
Cafe Owner
Cal's Kitchen
Aberystwyth, Ceredigion
10.2018 - 03.2020
- Business Operations Management: Successfully launched and managed all aspects of café operations, from daily service and supply management to budgeting, marketing, and customer engagement.
- Leadership and Staff Supervision: Hired, trained, and supervised a team of staff, fostering a positive work environment and ensuring high standards of customer service and efficiency.
- Inventory and Cost Control: Managed inventory and supplier relationships to maintain quality and minimize waste, implementing cost-saving initiatives that reduced expenses by 10%.
- Customer Relationship Management: Cultivated a loyal customer base by providing an inviting atmosphere and personalized service, resulting in a 15% increase in repeat customers within the first year.
- Marketing and Brand Development: Developed the café’s brand through targeted local marketing, social media engagement, and customer feedback, establishing Cal’s Kitchen as a popular destination for quality food and a warm ambiance.
Supervisor
Cafe Fortune
Aberystwyth, Ceredigion
07.2013 - 09.2018
- Shift Management and Operational Excellence: Oversaw daily operations during shifts, coordinating staff assignments and managing workflow to maintain high standards of customer service and operational efficiency.
- Team Leadership and Development: Provided training, mentorship, and constructive feedback to team members, fostering a collaborative and high-performing team environment that consistently met or exceeded store performance goals.
- Customer Service Excellence: Acted as a point of contact for customer interactions, addressing inquiries and resolving issues promptly to ensure a positive experience and build customer loyalty.
- Inventory and Quality Control: Monitored stock levels and ensured adherence to Starbucks’ quality and safety standards, managing supply orders and product freshness to maintain service consistency.
- Sales Performance and Reporting: Assisted store management with sales tracking and daily financial reporting, contributing to an increase in store revenue by optimizing product placement and promoting seasonal items.
Education
GCSE -
Lampeter Comprihensive
09.1999 - 06.2004
NVQ Lv 1 - mechanical engineering
Cardigan College
09.2004 - 06.2005
NVQ Lv.1 & 2 - Welding and Fabrication
Llanelli College
06.2005 - 10.2006
Business & IT - Bachelors degree in Business & IT
University of Wales, Lampeter
06.2007 - 10.2012
Skills
Professional Skills
Leadership: Skilled in supervising and developing team members in high-pressure settings, fostering a collaborative and productive work environment
Customer Service: Strong background in delivering excellent customer service, resolving issues promptly, and building customer loyalty across various industries
Effective Time Management: Ability to manage time effectively, balancing multiple priorities to meet operational demands and deliver quality service
Ability to Multitask: Proven success in managing multiple responsibilities simultaneously in fast-paced environments, from healthcare to retail and hospitality
Communication Skills: Exceptional verbal and written communication skills, with experience in customer interaction, team collaboration, and conflict resolution
Teamwork: Skilled in working collaboratively within diverse teams, contributing to shared goals, and supporting team dynamics in healthcare and customer-focused settings
Adaptability: Flexible and adaptable, comfortable adjusting to varied roles and responsibilities, from supervisory positions to healthcare support across multiple departments
Problem-Solving: Strong analytical skills, with a proactive approach to identifying issues and implementing effective solutions in dynamic work environments
Microsoft Office Suite (Excel, Word, PowerPoint): Advanced proficiency in Excel for data analysis and reporting, as well as general expertise in Word and PowerPoint for documentation and presentations
Inventory Management: Experience in managing stock, controlling costs, and optimizing resources in retail and hospitality settings
Computer Skills: Proficient in using a range of software and tools for operational management, documentation, and customer service applications
Medical Procedures and Confidentiality: Knowledge of basic clinical procedures, patient care, and strict adherence to confidentiality standards in healthcare environments
Ability to Work Under Pressure: Successfully handled high-pressure scenarios, particularly in fast-paced healthcare and customer service environments, maintaining professionalism and quality service
Highly Organized and Efficient: Strong organizational skills, with a focus on efficiency and accuracy in handling operational tasks, scheduling, and administrative duties
Fast Learner: Quick to learn new skills, adapt to different roles, and take on new responsibilities, demonstrated by a history of varied roles and departmental assignments
Custom
Michelle James, Hywel Dda University Health Board - NHS, michelle.james@wales.nhs.uk
Affiliations
- Swimming
- Gym
- Gaming
- Hiking
- Rugby
Languages
English
Native
Welsh
Advanced
Timeline
HCA - Older Adult mental health
Hywel Dda Health Board
11.2023 - 06.2024
Health Care Support Worker - BANK
Hywel Dda Health Board
05.2020 - 11.2023
Cafe Owner
Cal's Kitchen
10.2018 - 03.2020
Supervisor
Cafe Fortune
07.2013 - 09.2018
Business & IT - Bachelors degree in Business & IT
University of Wales, Lampeter
06.2007 - 10.2012
NVQ Lv.1 & 2 - Welding and Fabrication
Llanelli College
06.2005 - 10.2006
NVQ Lv 1 - mechanical engineering
Cardigan College
09.2004 - 06.2005
GCSE -
Lampeter Comprihensive
09.1999 - 06.2004
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