Fiona Marshall Rae

• Developed personalised care plans in consultation with health professionals tailoring service provision according to individual needs.
• Assured proper nutrition by preparing meals as per dietary requirements of each individual client.
• Facilitated social outings, promoting community integration and mental wellbeing.
• Administered medication according to prescribed schedules, ensuring health maintenance.
• Assisted clients with daily activities for improved quality of life.
• Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
• Conducted detailed observations and reported changes in client behaviour to healthcare professionals.
• Provided comprehensive care to patients by ensuring their physical and emotional needs were met.
• Transported clients to medical appointments or other necessary errands thereby providing indispensable logistical support.
• Maintained a clean, safe environment for patients' comfort and safety.
• Established supportive relationships with patients, fostering trust and communication.
• Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.

• First point of contact for the workshop, providing a professional reception service to all customers and stakeholders.
• To receive vehicles, create job cards and liaise with the workshop lead hand regarding progress and updating of job status.
• Order and receive VOR parts as required.
• Label and locate stock parts when delivered.
• Carry out cycle counts on stock as required.
• Assist workshop and LHR parts team to identify parts required,
• Carry out general parts administrative duties.
• Carry out general stores housekeeping duties.
• Responsibility for promptly updating job cards and ensuring correct labour allocation, time and alert setting.
• Manage transactional performance statistics.
• Liaise with clients and GSF support centre when required.
• Implement and monitor office departmental H & S and quality compliance requirements.
• Be an active member of the Operational Team and participate in business wide issues and the development of operational strategies.
• Ensure that customer service delivery is maintained at the optimum level.

• Demonstrated leadership skills in managing diverse teams.
• Managed challenging situations to ensure customer satisfaction.
• Fostered a supportive environment through active team management.
• Conducted regular meetings for transparent communication.
• Resolved complaints efficiently, fostering customer loyalty.
• Raised company reputation with high-quality customer care.
• Streamlined processes for improved team efficiency.
• Enhanced operating procedures for smoother workflow.
• Oversaw daily operations, ensuring optimal performance.
• Promoted products effectively to increase sales.
• Investigated issues affecting group operations, prepared reports and helped correct problems.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Organised financial and operational data to help with yearly budgeting and planning.
• Represented organisations at seminars, conferences and business events.

• Processed expense reports, resulting in accurate financial records maintained consistently.
• Improved record keeping system with attention to detail and thoroughness.
• Managed office supplies inventory, ensuring readiness for all projects at any given time.
• Streamlined office operations by implementing efficient administrative procedures.
• Increased efficiency of document retrieval with a well-organised filing system.
• Coordinated travel arrangements for executives, contributing towards seamless business trips without disruption.
• Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
• Effectively managed incoming and outgoing mail to maximise office efficiency.
• Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
• Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
• Negotiated with vendors and service providers to control corporate expenditures.
• Represented organisations at seminars, conferences and business events.
• Created classification systems to manage archives.

Job description and key responsibilities as per position held between 2016 and 2018 within Glasgow branch.

• Maintained cleanliness of the café area whilst preparing orders.
• Ensured customer satisfaction by providing top-quality coffee and beverages.
• Enhanced efficiency by keeping work areas tidy and well-stocked.
• Assisted in inventory control measures for effective stock management.
• Upheld excellent relationships with regular clients fostering loyalty and repeat business.
• Streamlined order taking process, reducing wait times for customers' convenience.
• Addressed any customer complaints or issues promptly, ensuring customer satisfaction.
• Trained new staff members on café operations, fostering teamwork and consistency.
• Provided a welcoming atmosphere to customers, promoting return visits.
• Performed all opening and closing duties fully and accurately to maintain cleanliness of café equipment.

• Provided accurate information to visitors with prompt responses to inquiries.
• Assisted in the admission and discharge process to expedite patient flow.
• Adhered strictly to health and safety protocols, reducing risk of incidents.
• Offered emotional support to patients and their families, fostering a positive environment.
• Handled incoming calls professionally directing them appropriately within the department.
• Assisted nurses with non-medical tasks, facilitating better focus on patient care.
• Liaised with other departments for seamless operations within the ward.
• Supported staff with administrative needs for photocopying, faxing and filing.
• Handled confidential documents securely, maintaining patient privacy.
• Increased efficiency of ward operations with meticulous record keeping.
• Answered in person, online and telephone queries, directing complex requests to appropriate staff member or department.
• Collected and entered clinical records onto secure online database.
• Provided reliable administrative support to Labour Ward by employing skills in reception management and telephone correspondence.
• Managed office supplies and inventory for day-to-day operations.

• Collaborated with nursing team to enhance patient care delivery.
• Maintained clean and hygienic premises for infection control.
• Participated in staff training sessions; updated professional knowledge regularly.
• Delivered high-quality patient care to ensure satisfaction.
• Supported data security and patient privacy with adherence to confidentiality protocols.
• Collected and disposed of clinical waste in line with regulations.
• Monitored medical supply levels and restocked exam rooms.
• Diligently followed Infection Prevention and Control (IPC) policies to minimise ward infection rates.
• Prepared treatment rooms prior to use.
• Input patient data onto clinical system, adhering to confidentiality laws.
• Aided midwives with patients during pregnancy and birth.

• Streamlined operations by scheduling routine maintenance checks for all equipment.
• Liaised with service providers to resolve technical issues, resulting in no work disruptions.
• Scheduled repairs and renovations without disrupting work schedules or productivity.
• Dealt promptly with emergency situations ensuring minimal impact on services.
• Performed best practices and quality standards to comply with occupational health and safety procedures.
• Investigated problems and determined appropriate remedies.
• Represented organisations at seminars, conferences and business events.
• Controlled resources by department or project and tracked use in company mainframe systems.

• Managed inbound calls for a seamless customer experience.
• Delivered excellent service with timely problem resolution.
• Provided feedback on customer interactions to enhance company's products and services.
• Trained new team members, ensuring high-quality customer support.
• Improved customer retention through proactive communication strategies.
• Coordinated with other departments to resolve cross-functional issues.
• Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
• Obtained feedback from customers to improve service experience.
• Recorded information about inquiries and complaints within internal database.
• Implemented customer follow up to uphold service standards.

• Managed sales team to exceed annual targets.
• Identified new business opportunities for revenue growth.
• Streamlined processes, optimised efficiency in operations.
• Managed budgeting process for cost effectiveness.
• Conducted performance reviews and created action plans to drive team improvements.
• Drove continual improvement within sales team through 1:1 reviews and coaching.
• Analysed sales reports to identify trends and update strategies.

• Monitored sales trends and provided insightful forecast reports to senior management.
• Enhanced customer satisfaction with meticulous oversight of after-sales service.
• Streamlined sales operations by implementing efficient process improvements.
• Evaluated staff performance regularly, providing constructive feedback and career development guidance where necessary.
• Organised special sales at specific times to drive customer engagement and move high volumes of products.
• Established budgets for programme activities and controlled expenditure to meet targets.
• Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
• Supported front-line sales teams with well-coordinated administrative operations.
• Optimised sales methods to best engage, acquire and retain customers.

• Used persuasive selling techniques to convert enquiries into sales.
• Conducted follow-up calls with customers for improved relationship management and retention rates.
• Worked towards achieving individual monthly targets consistently without compromising on quality of service provided.
• Recorded weekly sales calls and values on record sheet.
• Tracked calls and sales data for insight into market trends.
• Delivered exceptional customer experience by addressing all queries effectively and courteously.
• Maintained up-to-date knowledge of products, contributing to successful telesales pitches.
• Generated leads through cold calling, resulting in increased sales opportunities.

• Eliminated errors in billing with diligent review and correction of invoice mismatch issues.
• Facilitated smooth business operations during staff holidays by taking over additional responsibilities such as data entry tasks related to item costing updates.
• Facilitated seamless communication between sales floor and management on pricing discrepancies, resulting in swift resolution.
• Calculated bills owed by customers, prepared invoices and distributed statements.
• Used correct classifications and coding for accounting transactions.
• Met departmental training requirements to consistently improve standard of work.
• Identified and resolved administrative errors, recommending preventative action to improve data quality.