- Cooking
- Reading
- Exercise
- Tennis player & enthusiast
- Meditations
Gisele Lawrence
Surrey,Surrey
Summary
Accomplished service management professional skilled in building high-performing operational teams. Leads by example to motivate and engage driven staff for continued KPI achievement. Plans strategically to meet business budget, performance and quality goals.
Overview
8
8
years of professional experience
Work History
Nursing Services Manager
Lloyd's Clinical
10.2022 - Current
- Resolved escalated customer complaints professionally to strengthen trust and confidence.
- Owned team leadership for service professionals, driving excellence and customer satisfaction.
- Drove improvement by analysing customer feedback and implementing targeted changes.
- Held responsibility for selecting and training staff to build capability.
- Accounted for ongoing performance reviews, providing clear constructive direction.
- Owned cross-department coordination to ensure consistent customer service delivery.
- Set contingency planning standards to maintain service levels in crises.
- Chose customer relationship management strategies to improve retention and repeat purchases.
- Oversaw resource planning and coordination to support service delivery.
- Accounted for inventory governance to maintain readiness of parts and equipment.
- Directed day-to-day operations to achieve service and business objectives.
- Led service department budgeting to optimise spend while protecting quality.
Senior Homecare Nurse
Lloyd's Clinical
05.2020 - 10.2022
- Supervised junior nurses and healthcare assistants, providing training and mentorship to uphold high care standards.
Homecare Nurse
Lloyd's Clinical
04.2018 - 05.2020
- Conducted regular home visits to assess patient conditions, provide support, and adjust care plans accordingly.
Education
Advance Higher National Diploma - Health & Social Care-Adult Nursing
London South Bank University
City of london01-2013
Skills
- Service delivery optimisation
- Performance monitoring
- Customer relationship management
- Customer service excellence
- Customer engagement
- Customer feedback analysis
- Service quality standards
- Service excellence
- Service level agreement management
- Service auditing
- Compliance awareness
- Compliance monitoring
- Risk mitigation
- Performance evaluation
- Performance monitoring
- Resource planning
- Budget management
- Business process improvement
- Data analytics
- Cross-department coordination
- CRM Software proficiency
- Technical support knowledge
- Strategic planning
- Change implementation
- Team leadership
- Motivational leadership
- Delegating tasks
- Decision making
- Effective communication
- Business communication
- Relationship-building
- Public-facing collateral development
- Extensive service knowledge
- Inventory governance
- Business development strategies
- Computer literacy
- Product knowledge
- Effective communication
- Customer service excellence
- Public-facing collateral development
Interests
Timeline
Nursing Services Manager
Lloyd's Clinical
10.2022 - Current
Senior Homecare Nurse
Lloyd's Clinical
05.2020 - 10.2022
Homecare Nurse
Lloyd's Clinical
04.2018 - 05.2020
Advance Higher National Diploma - Health & Social Care-Adult Nursing
London South Bank University