Elisabeth Angell
Bedford,United Kingdom
Summary
Dedicated Professional with almost 25yrs service to the NHS .
Experienced professional with expertise in 999 call management and emergency services liaison. Skilled in risk assessment, effective communication to de-escalate distressed callers in crisis. Demonstrates a conscientious attitude and professional composure, maintaining strict data confidentiality. Recognised for resilience while remaining calm under pressure. Proficient in medical terminology, CPR procedures, and safeguarding vulnerable individuals. Skilled in clear communication, telephone etiquette, and empathetic listening to ensure effective information gathering and accurate record-keeping. Committed to quick and efficient decision-making to support emergency response efforts.
Proven background in excellent customer service and audit compliance. Able to work at a fast pace and still maintain effective team work and good communication with peers.
Ready for new challenges and career changes.
Eager to apply knowledge and gain new experience. Reputation for hard work, punctuality and willingness to learn new things.
Overview
4003
4003
years of post-secondary education
24
24
years of professional experience
Work history
Emergency Call Handler
East of England Ambulance Service NHS Trust
Bedford, Central Bedfordshire
2012.01 - Current
- Handled high-pressured medical emergency scenarios competently, provided excellent service under stress.
- Maintained high level of accuracy to provide correct information and clear documentation.
- Assured efficient call handling by using appropriate protocols. Improved quality assurance by adhering strictly to procedures and guidelines.
- Managed distressing situations calmly for smooth operation. Enhanced caller experience through empathetic and patient listening skills.
- Maintained courteous conversation etiquette.
- Supported team by demonstrating respect and willingness to help.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Reliable and consistently arrived at work on time and ready to start immediately.
- Mentoring New Call Handlers
- Take average 60-80 calls per shift
Call Handler Team Leader (Secondment)
East of England Ambulance Service NHS Trust
Bedford, Central Bedfordshire
2011.08 - 2012.01
- Prioritised urgent cases for immediate resolution or escalation.
- Multi-tasked effectively whilst maintaining professional demeanour at all times.
- Maintained confidentiality and discretion with sensitive personal information of colleagues and public at all times.
- Supported other departments with overflow calls during peak periods.
- Balanced workload across team to prevent burnout and maintain efficiency.
- Leadership skills -Adaptable to change way of communication to individual's needs.
- Strong communication with peers and other services
- Managed 8 - 10 per team, allocating time to learn from audit processes and reflect .
Emergency call handler
East of England Ambulance Service NHS Trust
Bedford, Central Bedfordshire
2008.01 - 2012.01
- Adaptable with shift work hours.
- Use and navigate triage using Computer Aid Dispatch
- Able to follow policies and ESOPs and quickly adapt to correspond to Surge Level of demand.
- Trained new staff on protocol adherence; improved overall performance.
- Followed strict confidentiality guidelines faithfully, maintained caller privacy at all times.
- Provided immediate telephonic assistance in emergency situations; saved lives.
- Processed large volumes of calls daily whilst maintaining composure and professionalism.
- Mentored new call handlers
- Average 50 calls per shift
Maternity care assistant
Bedford Hospital NHS Trust
Bedford, Central Bedfordshire
2002.02 - 2007.12
- Prepared rooms before childbirth; contributed towards efficient handling of deliveries.
- Replenished and ordered Stock required for maternity unit
- Assisted in baby deliveries naturally and in Theatre under supervision, aiding smooth transition of newborns into the world.
- Maintained cleanliness and hygiene in all areas of maternity ward, promoting safe environment for patients and staff alike.
- Alleviated fears of expectant parents by providing thorough explanations about birthing processes and procedures.
- Worked closely with midwives and doctors during emergencies; ensuring swift responses saved lives.
- Coordinated with healthcare team to optimise patient care plans, improving overall patient satisfaction.
- Supported midwives in providing compassionate clinical care to women in labour, during delivery and postnatally.
Education
Emergency Medical Dispatch
International Academies of Emergency Dispatch
Utah USA 2025.12 -
Diploma in Nursery Nursing - NNEB CACHE - Nursery Nursing
Barnfield College
Luton 1998.09 - 2000.06
A-Levels - English Languages for Business
Barnfield College
Luton 1998.09 - 1999.06
SVQ Level 2 - Makaton Programme
Barnfield College
LutonGCSEs - Mathematics
John Bunyan Upper School
Bedford 1998.06 - 1998.09
GCSEs - Science
John Bunyan Upper School
BedfordSkills
- Adaptable to shift work
- Emergency Call Handling & MDPS
- Crisis Management & Incident Response
- Risk Assessment and Decision Making
- Safeguarding & Vulnerability Awareness
- Conflict Resolution
- GDPR & Confidentiality Compliance
- Basic Life support
- Equality & Diversity and Human Rights
- Conscientious attitude and professional composure
- Calm under pressure
- Medical terminology
- Clear communication and Telephone etiquette
- Information gathering & Record-keeping
- Empathetic and active listening
- Quick and efficient decision-making
- Confident with Emergency services Communications
Accomplishments
20 years Long Service Award.
Timeline
Emergency Medical Dispatch
International Academies of Emergency Dispatch
2025.12 -
Emergency Call Handler
East of England Ambulance Service NHS Trust
2012.01 - Current
Call Handler Team Leader (Secondment)
East of England Ambulance Service NHS Trust
2011.08 - 2012.01
Emergency call handler
East of England Ambulance Service NHS Trust
2008.01 - 2012.01
Maternity care assistant
Bedford Hospital NHS Trust
2002.02 - 2007.12
Diploma in Nursery Nursing - NNEB CACHE - Nursery Nursing
Barnfield College
1998.09 - 2000.06
A-Levels - English Languages for Business
Barnfield College
1998.09 - 1999.06
GCSEs - Mathematics
John Bunyan Upper School
1998.06 - 1998.09
SVQ Level 2 - Makaton Programme
Barnfield College
GCSEs - Science
John Bunyan Upper School