Donna Mayes
Accrington,Lancashire
Summary
Dedicated and proactive professional seeking to excel as Health and Safety Officer. Combines strong analytical skills and attention to detail with excellent communication and problem-solving abilities. Poised to enhance workplace safety and foster culture of wellbeing.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
36
36
years of professional experience
Work history
Customer service Advisor being made Redundant
Sky
Stockport , Greater Manchester
03.2021 - 08.2025
- Implemented new protocols for efficient complaint management.
- Conducted regular meetings with staff, boosted morale and productivity levels.
- Participated in conflict resolution sessions for better team cooperation.
- Handled high volume of calls daily for faster issue resolution.
- Built rapport with clients through empathetic handling of concerns.
- Strengthened client relationships with clear communication and problem-solving skills.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Designed training programmes for enhanced team performance.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Managed complex customer issues to successful resolution.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Provided detailed information about products and services to potential customers.
- Resolved pressing customer issues, ensured repeat business.
- Guided customers through troubleshooting process with patience and clarity.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Recorded customer communications to maintain proper documentation.
- Offered prompt solutions to maintain customer satisfaction.
- Escalated complex issues in line with internal best practices for swift resolution.
- Registered and updated accurate customer information on database.
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Participated in staff meetings to discuss new developments.
- Offered expertise with colleagues on internal communication channels to help resolve edge cases.
- Continuously improved product knowledge through training and development to ensure the highest levels of service quality.
- Applied conflict management to stressed and concerned customers.
Registered Homes Manager
Caretech
Bradford, West Yorkshire
09.2017 - 03.2021
- Enhanced communication with family members for clearer understanding of resident needs.
- Fostered a positive environment for increased resident morale.
- Addressed complaints promptly, fostered trust and confidence in services provided.
- Streamlined operations to enhance productivity.
- Executed robust recruitment processes, brought on-board highly competent personnel.
- Facilitated regular activities for residents' physical and mental stimulation.
- Oversaw health and safety protocols, ensured a safe living environment.
- Improved staff training for better service delivery.
- Spearheaded initiatives improving overall resident welfare.
- Instigated regular team meetings to improve communication and collaboration amongst staff members.
- Ensured resident satisfaction by implementing personalised care plans.
- Liaised closely with regulatory bodies to maintain compliance at all times.
- Achieved regulatory compliance with stringent record-keeping procedures.
- Promoted a culture of respect and dignity within the home through staff education programs
- Coordinated team schedules, improved workflow efficiency.
- Performed routine property maintenance checks to ensure optimal living conditions.
- Managed all aspects of budgeting to control costs effectively.
- Conducted comprehensive risk assessments regularly, minimizing potential hazards within the premises.
- Upheld high level of discretion and professionalism in managing household
- Managed day-to-day household operations and supervised team of housekeepers and gardeners.
- Liaised with contractors for necessary repairs and maintenance.
- Organized and coordinated vehicle servicing to maintain in optimal condition.
- Managed daily service operations through strategic care planning.
- Evaluated performance reports to monitor practice progress.
- Collaborated with local authorities in safeguarding vulnerable patients.
- Coordinated staff rota's to meet service requirements whilst remaining under budget.
- Set and monitored performance targets for optimized service-user care.
Senior Residential Social Care Worker
Together Trust Schools
Cheadle, Stockport
07.2013 - 09.2017
- Ensured compliance with health, safety, and fire legislation through rigorous assessments.
- Conducted routine site audits and inspections to identify HSE hazards.
- Supervised contractors on-site, ensuring adherence to safety protocols.
- Prepared and presented detailed reports for senior management review.
- Organised training sessions and tool box talks to enhance staff knowledge.
- Managed accidents, incidents, and claims effectively, maintaining safety standards.
- Maintained safety equipment, including CCTV and alarms, ensuring operational readiness.
- Led risk assessments and data analysis to monitor health and safety compliance.
- Ensured safety regulations were met for the well-being of clients.
- Devised personalised care plans by coordinating with other team members for optimal outcomes.
- Liaised with healthcare professionals, ensuring comprehensive service delivery to clients.
- Handled emergencies calmly and efficiently, minimising potential risks to client health.
- Facilitated smooth transitions during relocations ensuring minimal disruption for the individual involved.
- Encouraged participation in recreational activities, boosting morale and happiness levels amongst residents.
- Provided active listening to clients, enhancing their overall mental health.
- Facilitated group activities to encourage social interaction among residents.
- Assisted in daily tasks, improving client independence and confidence.
- Supported medication administration as per physician's orders ensuring optimal health management,.
- Established rapport with clients for better communication and understanding.
- Improved client quality of life by providing compassionate and professional care.
- Kept abreast of developments in social care practices for continuous improvement in service delivery,.
- Wrote up comprehensive case notes efficiently and to industry best practices for detailed reference.
- Communicated clearly and effectively with multidisciplinary teams, building high-performing service networks.
- Reduced client's emotional, mental and behavioural reactions to challenges through effective crisis intervention management.
- Handled initial meetings with service users and families, gauging severity of circumstances and identifying issues for resolution.
- Maintained consistent treatment success, performing ongoing case monitoring, evaluation and adjustment to ensure positive outcomes.
Support Worker
Hesley Hall
Tickhill, Doncaster
09.2011 - 07.2013
- Encouraged good behaviours using the positive reinforcement method
- Organised and engaged in recreational activities such as games and puzzles
- Communicated openly with individuals parents about daily activities and behaviours
- Offered well-balanced and nutritious menu options
- Administered medications and kept appropriate records
- Supported young people to live their life's to their full potential
- Delivered in-home care to disabled children and adults
- Assisted young adults with games, crafts, cookery, music, reading and other activities.
Supervisor
Derwent Macdee
Warmsworth, Doncaster
07.2003 - 09.2011
- Assisted machine operators with finished pieces
- Collated components for assembly
- Coordinated and supervised assembly work for couplers and rolling assembly crews
- Maintained necessary level of communication between shifts
- Responsible for achieving production requirements
- Trained staff of 10 employees to perform assembly and manufacture of product
- Ensure all health and safety guidelines were followed
- Made sure products were produced on time and were of good quality
- Monitored product standards and quality-control programmes
- Prepared and maintained production reports and personnel records
- Supervised and motivated staff
- Health and safety officer
- Ensuring all H&S legislation and policies are adhered to on site
- Arranging first-aid training for members of staff
- Accidents, incidents and claims management
- Managing third-party contractors on site
- Carrying out routine workplace inspections
- Performing COSHH assessments
- Giving expert safety advice to all stakeholders
- Maintaining safety equipment (CCTV, alarms, first aid kit, etc.)
- General Admin duties (phoning, printing, photocopying, etc.)
- Oversaw inventory management to avoid any shortage or excess stock issues.
- Monitored employee attendance records for maintaining discipline within the team.
- Coordinated with other supervisors to maintain consistency across shifts.
- Provided constructive feedback to staff for improved performance levels.
- Identified potential risks and mitigated them through proactive measures.
- Implemented company policies effectively, maintained high standards of service delivery.
- Reduced workplace conflicts through effective communication and negotiation skills.
- Ensured smooth operations with regular maintenance checks.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Encouraged open dialogue amongst team members, promoted an inclusive work environment.
- Promoted a safe work environment by enforcing strict adherence to safety regulations.
- Led team meetings, ensured clear communication amongst all members.
- Fostered a positive work culture to boost employee morale.
- Facilitated monthly training sessions for enhanced staff performance.
- Supervised activities of workers and enforced safety regulations.
- Trained new hires and set up mentoring relationships to drive team performance.
- Worked closely with management to manage staff levels and allocate resources for production plans.
- Improved workplace safety to reduce accidents and near-misses.
- Logged daily activities and notable incidents during production shifts.
- Observed worker activities to assess safety compliance and identify enforcement gaps.
Beautician
Self employed beautician
Doncaster
06.2003 - 09.2011
- Shampooed, conditioned and blow dried clients hair
- Anticipated spa and salon guest concerns and addressed them immediately
- Communicated all client reservations to appropriate staff
- Called clients to confirm upcoming appointments
- Coordinated all aspects of guest services, including supply monitoring and facility maintenance
- Processed guest credit card information for salon services
- Followed through with client requests in a timely manner
- Drained, cleaned and filled mineral tubs for guests after each use
- Entered customer demographic and preference data on salon computer
- Performed inventory and restocking assignments as necessary
- Handheld guest complaints calmly and professionally
- Directed telephone calls to appropriate departmental personnel
- Maintained the front desk workstation by keeping it clean and free from personal items
- Carefully maintained financial filing system
- Promoted salon-exclusive products to increase retail sales
- Health and safety
- Customer service
Company Director
K and M Domestic Appliances
Bentley, Doncaster
06.2003 - 06.2007
- Maintained up-to-date account distribution information
- Developed methods to establish and clarify customer objectives
- Sales, repairs and rentals
- Staff development
- Interviews
- Recruitment
- Accounts
- Payroll
- Customer service
- Health and safety policies
- Ensuring compliance with health, safety and fire legislation
- Identifying HSE hazards and carrying out risk assessments
- Performing routine site audits and inspections
- Carrying out incident reports
- Supervising contractors while on site
- Amending the organisation's safety policies & procedures (when required)
- Preparing and presenting reports for senior management
- Providing advice and guidance to staff on a range of safety issues such as fire regulations, hazardous substances and noise
- Organising training sessions and tool box talks
- Supporting office staff with record-keeping and data management
- Managing the maintenance of vehicles and plants
- Ensuring all H&S legislation and policies are adhered to on site
- Arranging first-aid training for members of staff
- Accidents, incidents and claims management
- Managing third-party contractors on site
- Carrying out routine workplace inspections
- Performing COSHH assessments
- Assessing contracts and getting quotes from third-parties
- Giving expert safety advice to all stakeholders
- Maintaining safety equipment (CCTV, alarms, first aid kit, etc.)
- General Admin duties (phoning, printing, photocopying, etc.)
- Bolstered staff morale through effective leadership and communication skills.
- Streamlined reporting systems improving data accuracy across departments.
- Delivered training programmes enhancing employee skillsets.
- Optimised financial performance with rigorous cost control measures.
- Drove business growth with strategic planning and forecasting.
- Led team to achieve organisational goals and objectives.
- Achieved sustainable growth by fostering an inclusive work culture.
- Executed new policies for significant risk reduction within the organisation.
- Negotiated contracts to secure favourable terms for the company.
- Oversaw daily company operations to reach financial targets.
- Monitored budget to meet sales and revenue targets.
- Developed crisis management strategies to address unforeseen challenges.
- Recruited and developed high-performing teams, fostering positive and results-driven workplace culture.
- Championed customer-centric approach, resulting in enhanced client satisfaction.
Trainee Hairdresser
Bernadine Hairdressers
Doncaster
06.1989 - 06.1991
- Shampooed, conditioned and rinsed guests hair using salon-exclusive products
- Offered colour swatches to help clients choose desired hair colour
- Styled hair for events
- Escorted guests to and from treatment rooms
- Cleaned, maintained and sterilised tools
- Completed safety training and certifications
- Colours
- Assessed customer needs
- Updated customer information records and gave advice
- Cleaned and maintained the entire salon
- Petty cash
- Appointments
Education
Secondary Education exam - Health and Social Care Children, young people and families, Maths, English, Cookery, French, Science
The Open University
United Kingdom 09.2012 - 09.2015
GCSE -
Edlington comprehensive
09.1985 - 06.1989
Nvq beauty therapy - level 2
Dearne Valley College
Doncaster Level 2 - Nails
Level 2 - Health and Social Care
Level 3 - QCF Children and young people
Level 5 - Leadership and Management Health and social care
Management development program -
NVQ
01.2018 - 01.2019
Iosh Health and safety - Nebosh
Nebosh
10.2020 - 01.2021
NEBOSH General Certification - Health and Safety
Nebosh
01.2021 -
Skills
- Health and safety audits and reports
- Health and safety risk plans
- Time management
- Self sufficient
- Organise
- Reliable
- Self motivate
- Personal accountability
- Calmness under pressure
- Process Improvement
- Complaint resolution
- Integrative negotiation
- Documentation procedures
- Positive attitude
- Engaging personality
- Problem-solving
- Quality Assurance
- Approachable and friendly
- Assertive yet tactful approach when needed
- Continuous professional development commitment
References
References available upon request.
Timeline
Customer service Advisor being made Redundant
Sky
03.2021 - 08.2025
NEBOSH General Certification - Health and Safety
Nebosh
01.2021 -
Iosh Health and safety - Nebosh
Nebosh
10.2020 - 01.2021
Management development program -
NVQ
01.2018 - 01.2019
Registered Homes Manager
Caretech
09.2017 - 03.2021
Senior Residential Social Care Worker
Together Trust Schools
07.2013 - 09.2017
Secondary Education exam - Health and Social Care Children, young people and families, Maths, English, Cookery, French, Science
The Open University
09.2012 - 09.2015
Support Worker
Hesley Hall
09.2011 - 07.2013
Supervisor
Derwent Macdee
07.2003 - 09.2011
Beautician
Self employed beautician
06.2003 - 09.2011
Company Director
K and M Domestic Appliances
06.2003 - 06.2007
Trainee Hairdresser
Bernadine Hairdressers
06.1989 - 06.1991
GCSE -
Edlington comprehensive
09.1985 - 06.1989
Level 2 - Nails
Level 2 - Health and Social Care
Level 3 - QCF Children and young people
Level 5 - Leadership and Management Health and social care
Nvq beauty therapy - level 2
Dearne Valley College
Similar Profiles
Maria BrandtMaria Brandt
Media Coordinator at SkyMedia Coordinator at Sky
Asha KumaranAsha Kumaran
Software Engineering Academy Manager at SkySoftware Engineering Academy Manager at Sky
Bradley AndersonBradley Anderson
Senior Incident & Problem Analyst at SkySenior Incident & Problem Analyst at Sky
Muhammad ShahzadMuhammad Shahzad
Graphics designer (Remote Job) at Jai Guru Ji Ltd.Graphics designer (Remote Job) at Jai Guru Ji Ltd.
Faizan khanFaizan khan
Stock controller at Usman sarwarStock controller at Usman sarwar