Cameron Worsley
Norwich
Summary
Bilingual customer service professional with a strong foundation in high stakes decision making and cross-functional leadership. Leveraging a background in emergency operations auditing (EMD-Q) to bring a calm, quality-driven approach to complex team challenges and escalation management. Proven success in facilitating international product launches by actively guiding technical, legal, and commercial teams through regulatory compliance and market-entry strategies. A people-first communicator skilled in championing quality assurance, advising stakeholders, and driving team development to elevate service standards across the UK and European markets.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work history
POS Agent - German speaking
Epos Now
Norwich, Norfolk
2025.06 - Current
- Lead communication between German stakeholders and internal departments.
- Reduced audit penalties averaging + 5000 € per fine by ensuring compliance.
- Conducted German Market readiness assessments.
- Supported the development of partnership and reseller agreements.
- Managed all German-language operations.
- Assisted internal departments with legal interpretation and fiscal advice. Ensuring local regulatory compliance, saving the company compliance penalties of 50K € / 4% business rev.
- Handled UI/UX translations and localisations.
- Conducted quality assurance testing for German language releases.
- Provided operational and financial advice to stakeholders and customers.
- Managed customer relations in English and German, addressing enquiries and escalations.
- Advised internal teams on German market expectations, terminology, business practices and risks.
- Developed and translated standards and documentation across all platforms.
- Prepare German language support resources.
- Prepare German language internal support resources and training material.
- Strengthening and helping German merchants grow with success, offering hands, personalised advice.
- Coordinate with suppliers and handle logistic routes.
Emergency Call Handler
Careline365
2024.09 - 2025.06
- Reviewed and implemented new medical training for internal use with Ambulance calls
- Handled on average 400 Alarm activations a day
- Liason between the service team and the management team
- Trained and mentored recruits in recognising emergency symptoms and client satisfaction.
- Delivered rapid response with effective decision-making skills.
- Trained new staff on protocol adherence; improved overall performance.
- Coordinated effectively with ambulance crews for swift response.
- Provided immediate telephone assistance in emergency situations.
- Dispatched emergency services for domestic violence incidents, home intrusions and life-threatening situations.
- Provided constructive feedback to staff for improved performance levels.
- Coordinated with other supervisors to maintain consistency across shifts.
- Wrote and improved call handling templates, streamlining information gathering.
- Utilised CRM software effectively, improving data management efficiency.
Front of House
The Red Lion
2024.05 - 2024.09
Baker
Fresh Bake / The Front Room
2023.10 - 2024.05
Emergency Call Handler
East of England Ambulance Service
2022.06 - 2023.10
- - Discharged alive award
- - Advanced EMD-q certification
- Handled high-pressure scenarios competently, provided excellent service under stress.
- Trained new staff on protocol adherence
- Used calm phone manner to develop rapport and extract as much information as possible.
- Delivered life-saving instructions, including CPR, maternity and airway management.
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
- Conducted performance appraisals with employees for career development discussions.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Be a point of escalation for Cat 1 calls, ensuring quick and decisive action in emergency conditions
Health Advisor
Call East
2022.04 - 2022.06
Pastry Chef
Crescent Turner Hotel
2022.01 - 2022.02
Bakery Assistant
Dockers
2021.06 - 2022.01
Mixologist
The Pound
2020.09 - 2021.06
Brewer Assistant
Redwell Brewery
2019.05 - 2020.12
Front of House
The Wildman
2020.01 - 2020.09
Front of House
The Otter
2019.01 - 2019.05
Cook
The Blue Dragoon
2016.06 - 2019.01
Education
Advanced EMD-Q Training - MPDS EMD training
East of England Ambulance Service
Norwich 2022.01 - 2024.01
French and German
University of Kent
Kent 2020.09 - 2022.06
Royal Hospital School
2014.01 - 2019.01
Skills
- Marketing strategy
- Written translation
- Intercultural competence
- Localisation knowledge
- Performance metrics development
- Multilingual communication
- Account management
- Salesforce CRM
- Interpersonal and emotional resilience
- Leadership competence
- Workplace mediation
- Financial reporting
- Business development
- Scheduling coordination
- Advanced Emergency medical dispatch
REFERENCES
Available upon request
Leadership Experience
Project lead for Germany launch
Auditing and giving feedback to call handlers
Lead German stakeholder meetings
Lead Internal stand up meetings and training
Trained and mentored new employees
Reviewed and gave feedback for their career development
complaints handling and escalations
improving processes - designing the medical training and CTA sheets for emergency procedures at C365
Covering Shift Supervisor in C365 and Amb, Covering periods where the manager team are not able to cover, Gaining key skills in communication and effective leadership
References
Available upon request
Timeline
POS Agent - German speaking
Epos Now
2025.06 - Current
Emergency Call Handler
Careline365
2024.09 - 2025.06
Front of House
The Red Lion
2024.05 - 2024.09
Baker
Fresh Bake / The Front Room
2023.10 - 2024.05
Emergency Call Handler
East of England Ambulance Service
2022.06 - 2023.10
Health Advisor
Call East
2022.04 - 2022.06
Advanced EMD-Q Training - MPDS EMD training
East of England Ambulance Service
2022.01 - 2024.01
Pastry Chef
Crescent Turner Hotel
2022.01 - 2022.02
Bakery Assistant
Dockers
2021.06 - 2022.01
French and German
University of Kent
2020.09 - 2022.06
Mixologist
The Pound
2020.09 - 2021.06
Front of House
The Wildman
2020.01 - 2020.09
Brewer Assistant
Redwell Brewery
2019.05 - 2020.12
Front of House
The Otter
2019.01 - 2019.05
Cook
The Blue Dragoon
2016.06 - 2019.01
Royal Hospital School
2014.01 - 2019.01