Farheen Ratnani

• Assisted with various management services.
• Assisted in managing over 50 clients and 30 staff.
• Supported integration of service users back into community life to maximise successful transition rate.
• Kept detailed, accurate records for well-maintained care continuity between support staff.
• Maintained confidential case documentation in line with data protection regulations.

• Mentored over 25 nuclear and joint families in various domains of life.
• To identify the potential families, on-board them in the program post a selection procedure by case review committee and COPE members.

▪ To explain the program and understand their struggles and concerns in every domain of life.

▪ To ensure assistance in health, education, housing, food & nutrition, social & financial inclusion and livelihood in order for the families to be self-reliant and growth oriented. To visit the locations in the city for business start-up along with the family and board team.

▪ Organize meetings with the members of the families,

Economic Planning board team and myself to understand and discuss the business ideas the families would be interested in and set a plan to eventually increase the income in the family.

▪ To seek approval for any assistance to be given in the families and report the same to the authorities following protocols.

▪ To maintain records of every interaction and intervention with the families.

• Performed audits and provided feedback to improve performance

Quality Assurance Professional for SITEL into BPO industry.

▪ Audits of calls, chats and email of 20 agents with their customers.

▪ Sharing feedback and action plans to improve the performance to meet the standards set by the organization.

▪ Follow-ups on action plans with individuals to assess their improvement and guide accordingly.

▪ Plan and create huddles and team meetings to share the team performance, appreciate them and make sure the team is up to date with the process/product.

▪ Plan and execute activities for smooth functioning of the team and for better engagement at work to feel motivated to complete their tasks.

▪ Handling escalation calls.

• Worked as a carer on field to provide care for over 10 clients.
• Prioritised patient welfare, providing comfort, reassurance and support to reduce anxiety and distress.
• Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
• Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
• Provided high-quality person-centred support and received consistently positive patient feedback.

• Allocating over 50 clients' visits on a weekly basis.
• Performed quality assurance audits for clients.
• Answering all telephone enquiries and establishing relationship for potential client.
• Implementation of thorough recruitment and vetting procedures of all CSWs.
• Increase in new client referrals.
• Maintaining Clients’ and CSWs’ office files and ensuring they’re always up to date.
• Working closely with the Field Care Supervisor.
• Organizing supplies maintenance.
• Ensuring all the enquiries, updates and schedule change requests are logged in the communications.
• Ensuring to be up-to-date with managing and reverting to emails.