Dominica Thomas

Key Responsibilities

• Built and maintained strong relationships with patients, families, GPs, and healthcare professionals to deliver coordinated, high-quality care.
• Acted as the main liaison between service users and healthcare providers, ensuring seamless communication and continuity of care.
• Identified opportunities to improve patient outcomes by connecting individuals with appropriate services such as mental health support, social prescribing, and health coaching.
• Coordinated personalised care plans, aligning available resources to meet patients’ unique needs while monitoring progress and updating strategies.
• Collaborated with multidisciplinary teams (MDTs) to review cases, present tailored solutions, and influence decision-making in the best interest of patients.
• Drove service improvements by mentoring and upskilling care team members, supporting performance growth and enhancing delivery standards.
• Proactively addressed and resolved concerns from patients and families, maintaining strong trust and satisfaction levels.
• Monitored key outcomes and performance metrics, producing clear records and reports to inform service development.
• Promoted awareness of available services within the healthcare system, ensuring patients and families understood the value and impact of coordinated care.
• Resolved complaints from patients and families to uphold satisfaction levels.

Key Responsibilities

• Served as the first point of contact for private and corporate clients, managing queries and providing clear, timely support.
• Built and maintained strong working relationships with clients and internal teams to ensure smooth service delivery.
• Provided guidance and advice on security and fleet management solutions, helping clients make informed decisions.
• Handled escalations and resolved issues effectively, maintaining trust and positive client relationships.
• Collected and reviewed client feedback to highlight areas for improvement and suggest practical solutions.
• Delivered training sessions to clients to support product understanding and usage.
• Kept accurate CRM records of client interactions to support reporting and follow-up actions.
• Suggested service and process improvements to make systems more efficient and accessible.
• Took a proactive approach to problem-solving, making sure client needs were met and expectations managed.

Key Responsibilities

• Managed end-to-end institutional sales operations with a focus on government and large private hospitals.
• Built and maintained relationships with key decision-makers in hospitals, teaching institutions, and government agencies to strengthen partnerships and open new opportunities.
• Opened new distribution channels through sub-distributors, dealers, and retailers, increasing the company’s market reach.
• Represented the business at industry exhibitions and conferences locally and abroad, promoting brand visibility and networking with stakeholders.
• Oversaw tender and bidding processes, achieving an over 80% success rate in securing new contracts.
• Supported and managed a distributor network across the region, monitoring performance and providing guidance to improve results.
• Identified and onboarded new distributors, helping to increase nationwide product awareness by over 70%.
• Provided operational support to senior management, including advice on facility needs and compliance with regulatory standards.
• Ensured sales operations remained compliant with regulations and that inspections were passed without issues.
• Helped manage team workload and scheduling to maintain morale and performance levels.