Summary
Overview
Work history
Education
Skills
Timeline
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Emma Shelton

Emma Shelton

Blackpool,United Kingdom

Summary

Dedicated professional with a strong foundation in customer service and client care, demonstrating exceptional emotionally intelligent communication and empathetic listening skills. Committed to maintaining client confidentiality and ethical conduct while fostering a client-centred approach. Known for attention to detail, time management efficiency, and personal resilience, ensuring respectful communication and professional boundaries are upheld. Aspires to further enhance customer care expertise by integrating innovative strategies that promote an encouraging attitude and support client success.

Overview

15
15
years of professional experience
5
5
years of post-secondary education

Work history

Professional massage therapist

Self Employed
Blackpool, Lancashire
01.2024 - Current
  • Kept accurate records of treatments to monitor progress over time.
  • Provided deep-tissue massage to alleviate chronic pain.
  • Engaged in continuous professional development by attending relevant workshops and trainings.
  • Utilised aromatherapy techniques as a part of holistic treatment plan.
  • Managed appointment schedules effectively whilst ensuring no overlaps or delays.
  • Offered advice on stretches and exercises which complemented the massage therapy.
  • Performed therapeutic massages using precise pressure control for maximum benefit.

Bereavement support worker

RNS Publications
Blackpool, Lancs
08.2022 - 12.2023
  • Advocated on behalf of clients experiencing difficulties with funeral arrangements.
  • Encouraged self-care amongst bereaved individuals through stress management techniques introduction,.
  • Offered referrals to professional counsellors when needed, ensuring appropriate psychological care provision,.
  • Provided emotional support to bereaved families, ensuring a compassionate environment.
  • Liaised with local community organisations for additional support services access.
  • Maintained case notes meticulously, enabling accurate record keeping and service improvement planning.
  • Built positive, productive client relationships for enhanced social support.
  • Kept detailed, accurate records for well-maintained care continuity between support staff.

Executive Officer

Home Office UK-Passport Services
Southport, Sefton
06.2021 - 07.2022
  • Solved complex problems promptly whilst under pressure.
  • Conducted performance reviews to identify areas of improvement.
  • Prioritised tasks effectively, improving overall productivity levels.
  • Provided supportive leadership during periods of organisational change.
  • Bolstered staff morale through the implementation of team-building activities.
  • Ensured compliance with company policies and industry regulations through regular audits.
  • Fostered a positive work environment by implementing employee incentives.
  • Provided visionary leadership, inspiring and motivating teams to achieve ambitious goals and exceed expectations.
  • Improved office efficiency by streamlining administrative procedures.

Welfare Support Officer

Warwickshire County Council
Bedworth, Warwickshire
09.2017 - 10.2019
  • Prioritised urgent tasks effectively, reducing backlog significantly.
  • Enhanced office efficiency by streamlining administrative procedures.
  • Collaborated well within a multi-disciplinary team, fostering a positive work environment.
  • Facilitated team collaboration by coordinating meetings and events.
  • Escalated critical issues promptly, minimising downtime.
  • Adapted quickly to changing environments whilst maintaining high work standards.
  • Provided top-notch customer service for increased client retention.
  • Resolved complex queries, ensuring customer satisfaction.
  • Updated internal databases regularly for accurate record-keeping.
  • Ensured secure data handling, following GDPR regulations.

Medical receptionist in GP

Red Roofs Surgery
Nuneaton, Warwickshire
04.2012 - 06.2017
  • Facilitated seamless administration in GP office, ensuring a positive experience for patients.
  • Ensured smooth operation of front desk activities whilst handling emergencies professionally.
  • Enhanced communication with patients by addressing their queries and concerns promptly.
  • Dealt with patient complaints professionally, achieving quick resolutions and maintaining high customer satisfaction levels.
  • Processed medical information for maintaining up-to-date patient records.
  • Managed telephone lines, providing accurate information to callers when required.
  • Collaborated closely with healthcare team members to provide comprehensive support services at the clinic.
  • Maintained confidentiality of medical documents as per data protection regulations.
  • Organised regular follow-ups with patients for improved health outcomes.
  • Handled prescriptions diligently, minimising any potential errors or miscommunications.
  • Welcomed visitors warmly-created a pleasant atmosphere within the practice's premises.
  • Scheduled appointments using practice management software, reducing administrative workload substantially.
  • Completed start and end of day procedures for busy GP practice.
  • Produced high-volume repeat prescriptions.

Customer service assistant

Tesco Express
Denby, Derbyshire
09.2010 - 07.2012
  • Assisted customers with product inquiries for enhanced shopping experience.
  • Prioritised tasks during busy periods for maximised productivity .
  • Adapted quickly to changes in store layout or products range, minimising disruption to service delivery .
  • Showcased strong communication skills when explaining promotions or discounts to customers .
  • Organised stock shelves neatly to improve the overall appearance of the shop floor.
  • Utilised product knowledge effectively whilst assisting customers with purchases decisions.
  • Provided exceptional levels of customer service consistently; creating loyal customers .
  • Communicated effectively with colleagues to ensure seamless service delivery.
  • Improved efficiency at checkout by mastering POS system operations quickly.
  • Handled cash transactions accurately, maintaining financial integrity of the till.

Education

Diploma of Higher Education - Midwifery

University of Nottingham
Nottingham
03.2009 - 05.2011

Diploma of Higher Education - Occupational Therapy

Coventry University
Coventry
09.2006 - 03.2008

Certificate of Higher Education - Access to Higher Education

North Warwickshire and Hinckley College
Nuneaton, Warwickshire
09.2002 - 05.2004

Skills

  • Emotionally intelligent
  • Time management efficiency
  • Professional boundaries awareness
  • Personal resilience
  • Client confidentiality adherence
  • Ethical conduct
  • Respectful communication
  • Client-Centred approach
  • Encouraging attitude
  • Empathetic listening
  • Attention to Detail
  • Excellent customer care
  • Customer Service

Timeline

Professional massage therapist

Self Employed
01.2024 - Current

Bereavement support worker

RNS Publications
08.2022 - 12.2023

Executive Officer

Home Office UK-Passport Services
06.2021 - 07.2022

Welfare Support Officer

Warwickshire County Council
09.2017 - 10.2019

Medical receptionist in GP

Red Roofs Surgery
04.2012 - 06.2017

Customer service assistant

Tesco Express
09.2010 - 07.2012

Diploma of Higher Education - Midwifery

University of Nottingham
03.2009 - 05.2011

Diploma of Higher Education - Occupational Therapy

Coventry University
09.2006 - 03.2008

Certificate of Higher Education - Access to Higher Education

North Warwickshire and Hinckley College
09.2002 - 05.2004

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Emma Shelton