Reading
Claire James
Nuneaton,Warwickshire
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work history
Quality Advisor
Shell Energy
Coventry, Warwickshire
11.2018 - 03.2024
- I coached and develop quality across the business, showing continuous improvement in customer service scores and collections from customers, including delivering great service to vulnerable customers.
- I worked to tight deadlines by completing monthly quality and compliance assessments.
- I encouraged, supported and acknowledge agents and identify improvements in order to enhance the customer service delivered.
- I took part in monthly collaboration sessions with Team Manager’s to review previous months data and identify any risks within the business.
- I was part of / lead group coaching sessions to the teams across the collections department.
- I built a strong relationship and maintained this with internal departments and colleagues
- I was able to embrace new challenges and adapt to change when required.
- I provided written and verbal feedback which is easily understood and delivered accurately.
Health care support worker
NHS
Nuneaton, Warwickshire
02.2013 - 11.2018
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Updated families regularly on patient progress and treatment plan changes.
- Maintained high levels of client satisfaction by providing tailored, personalised care that consistently met individual needs.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Monitored client health conditions and reported immediate issues to manager.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Maintained confidentiality and compliance standards for optimised patient care.
- Maintained hygiene standards, cleaning and clearing patient rooms according to ward protocol.
- Recorded clinical observations in electronic health record and reported observed changes to senior clinical staff.
Senior health care assistant
Avery Healthcare
Nuneaton, Warwickshire
04.2011 - 03.2013
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Positioned, lifted and transported patients with limited mobility.
- Recorded clinical observations in electronic health record and reported observed changes to senior clinical staff.
- Maintained confidentiality and compliance standards for optimised patient care.
- Ensured patients took all medications as prescribed by their doctor, recording details of itimings and side effects.
- Monitored junior staff to assess care provisions and implement continued best practices.
- Delivered high-quality care to clients with disabilities, achieving care plan objectives.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Maintained secure patient environments, enforcing safe systems and practices in line with safeguarding requirements.
- Completed documentation of care, hospital actions and patient activities for up-to-date client records.
- Assisted with rehabilitative care following treatment plans established by health professionals.
- Massaged patient tissue and delivered other non-pharmacological pain relief.
- Assisted with medicine and stock counting, ordering and replenishing.
- Updated families regularly on patient progress and treatment plan changes.
- Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
- Carried out initial risk and requirement assessments, enabling development of bespoke care packages.
- Oversaw daily operations to achieve high productivity levels.
Education
9 GCSEs -
Alderman Smith Secondarly School
Nuneaton, Warwickshire 09.2000 - 07.2005
BTEC diploma in health and social care - Health and social care
North Warwickshire and Hinckley College
Hinckley 09.2005 - 06.2006
Level 2 - Business & Administration
North Warwickshire & South Leicestershire Collge
Online 04.2020 - 07.2020
NVQ Level 3 - Health and Social Care
City & Guilds
01.2013 - 01.2014
Skills
- Team building
- Google Workspace
- Leadership
- Communication skills
- Time management
Interests
Socialising
Walking
Spending time with my children
Timeline
Level 2 - Business & Administration
North Warwickshire & South Leicestershire Collge
04.2020 - 07.2020
Quality Advisor
Shell Energy
11.2018 - 03.2024
Health care support worker
NHS
02.2013 - 11.2018
NVQ Level 3 - Health and Social Care
City & Guilds
01.2013 - 01.2014
Senior health care assistant
Avery Healthcare
04.2011 - 03.2013
BTEC diploma in health and social care - Health and social care
North Warwickshire and Hinckley College
09.2005 - 06.2006
9 GCSEs -
Alderman Smith Secondarly School
09.2000 - 07.2005
Similar Profiles
Doyle WilsonDoyle Wilson
Principal Engineer at Shell EnergyPrincipal Engineer at Shell Energy
Greg SteenrodGreg Steenrod
Global Business Opportunity Manager at Shell EnergyGlobal Business Opportunity Manager at Shell Energy
Ahu KurtAhu Kurt
Salesforce Developer at Shell EnergySalesforce Developer at Shell Energy
Lukasz BogaczLukasz Bogacz
Customer Resolution Advisor at Shell EnergyCustomer Resolution Advisor at Shell Energy
Lisa OddyLisa Oddy
Senior HR Business Partner at L&CSenior HR Business Partner at L&C