Emma Ketley
Hull,East Yorkshire
Summary
Dedicated, motivated professional with expertise in client support and complaint handling, excelling in customer retention through strong empathy and a positive attitude. Ability to provide exceptional telephone etiquette and confident communication skills in all areas; effectively managing multitasking and prioritisation to optimise time. Highly committed to building robust client relationships, ensuring an effective overall service and most importantly, customer satisfaction.
Overview
33
33
years of professional experience
Work history
Patient Discharge Assistant
NHS
Hull
2025.06 - 2026.02
- Liaised between patients and healthcare professionals to improve communication and patient care.
- Improved patient satisfaction with clear, empathetic communication in stressful situations.
- Managed high call volumes calmly during peak periods or emergencies.
- Maintained confidentiality of patient records in compliance with NHS regulations.
- Supported staff with administrative tasks to alleviate workload during peak periods.
- Recorded detailed caller information accurately to support medical staff response.
- Maintained digital database to ensure timely access to patient information.
- Completed necessary paperwork after each call, sustaining operational efficiency.
- Collaborated effectively with team members to handle complex situations.
- Recorded essential data into computer system for accurate tracking.
- Communicated effectively with relatives/carers to ensure to ensure a safe discharge for all patients.
Director
SOS Office Supplies
Hull
1998.09 - 2025.05
- Conducted strategic planning sessions to drive corporate objectives.
- Developed comprehensive business plans for company growth.
- Oversaw financial planning to maintain fiscal stability for organisation.
- Initiated business development activities, resulting in expanded client base.
- Drove process improvements, optimised workflow efficiency.
- Directed team to deliver high-quality customer service.
- Managed negotiations with clients to secure profitable contracts.
- Led negotiations with vendors and suppliers, securing favourable terms.
- Managed client relationships to strengthen customer loyalty.
- Visited new and existing clients to endeavour to create new sales opportunities.
- Fostered a positive work environment, increased employee morale.
Sales Account Manager
Billy Boy Frozen Foods
Hull
1992.09 - 1998.09
- Managed client relationships to enhance customer satisfaction and loyalty.
- Served as Sales Executive, visiting new and existing clients to increase sales revenue.
- Conducted telesales for over 50 customers daily, taking orders and marketing products to drive sales growth.
- Maintained up-to-date debtor accounts leading to efficient credit control procedures.
- Attended management meetings to develop new initiatives for centre.
Education
GCSEs - English Language, English Literature, Maths +6 GCSEs
South Holderness Technology College
HullA-Levels - English Language
South Holderness Sixth Form
HullSkills
- Client support
- Complaint handling
- Customer retention
- Telephone etiquette
- Multitasking and prioritisation
- Time optimisation
- Teamwork and Client relationships
- Confident communicator
- Strong empathy & Positive attitude
Languages
English
Fluent
Affiliations
- Gardening
- Cooking
- Swimming
- Badminton
References
References available upon request.
Timeline
Patient Discharge Assistant
NHS
2025.06 - 2026.02
Director
SOS Office Supplies
1998.09 - 2025.05
Sales Account Manager
Billy Boy Frozen Foods
1992.09 - 1998.09
GCSEs - English Language, English Literature, Maths +6 GCSEs
South Holderness Technology College
A-Levels - English Language
South Holderness Sixth Form