Helen Houtkooper
Perth and Kinross
Summary
Dynamic and results-driven professional with a strong foundation in healthcare information technology and client-centred learning. Demonstrates exceptional leadership, problem-solving abilities, and a commitment to data confidentiality. Adept at shift rota planning, call handling, and delivering excellent customer support across various platforms including telephone, service desk, and email. Skilled in supporting product range development and training programmes, with a focus on teaching processes and advocating for patients. Career goals include advancing expertise in healthcare while enhancing patient advocacy initiatives.
Overview
34
34
years of professional experience
2003
2003
years of post-secondary education
Work history
Customer complaints handler
Castle Water
Blairgowrie, Perth and Kinross
2025.01 - Current
- Resolved customer complaints promptly to improve customer satisfaction.
- Conducted follow-ups on resolved issues to strengthen relationships.
- Maintained comprehensive records of customer interactions for transparency.
Tesco Colleague
Tesco
Blairgowrie, Perth and Kinross
2023.03 - 2025.01
- Executed daily responsibilities with accuracy and efficiency.
- Resolved customer issues to enhance satisfaction levels.
- Employed positive customer service strategies to boost overall satisfaction.
- Adapted quickly to new skills, increasing productivity and efficiency.
- Consistently delivered tasks within tight deadlines.
- Demonstrated respect and friendliness, assisting colleagues and customers as needed.
- Provided efficient customer service while managing challenging situations effectively.
Customer Support / Product Specialist
Clevermed Ltd
Edinburgh, Lothian
2012.09 - 2023.01
- Problem solving a range of customer queries for first and second line support, escalating to third line as appropriate for the Company's software 'BadgerNet' used predominantly for maternity and neonatal records.
- Offering detailed advice on products and service.
- Managing requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Helping new staff acclimate to customer service team and mentored on strategies for success.
- Shared customer feedback and suggested improvements to enhance team performance.
Intensive Care Neonatal Nurse
Simpsons Centre for Reproductive Health
Edinburgh, Lothian
2008.12 - 2012.08
- Assessed patient health needs to provide rapid emergency support.
- Planned and implemented treatment programmes to stabilise conditions.
- Monitored patients through strategic workload planning to ensure safety.
- Maintained privacy and dignity throughout all care aspects.
- Identified deterioration through thorough observations.
- Administered medication according to regulations, ensuring compliance.
- Trained and mentored junior nursing staff, enhancing team capability.
- Educated parents on infant medical conditions, reducing anxiety and promoting understanding.
Intensive Care Neonatal Nurse
Princess Royal
Glasgow
2008.07 - 2008.12
- Assessed patient health needs to deliver rapid emergency support.
- Planned and implemented treatment programmes, stabilising patient conditions.
- Monitored patients frequently through strategic workload planning.
- Maintained patient privacy and dignity throughout care.
- Collaborated with multidisciplinary teams to ensure excellent care continuity.
- Administered oxygen therapy safely, improving respiratory function in infants.
- Worked with multidisciplinary team for comprehensive neonatal care.
Intensive Care Neonatal Nurse
State board, Anaheim memorial, Cedar-Sinai Medical Centre
Orange County
2004.08 - 2008.05
- Delivered Intensive care to premature and newborn babies. Attended emergency deliveries. Neonatal Transport.
Neonatal Midwife
States of Jersey
St Helier, Jersey
1995.03 - 2004.08
- Delivered immediate neonatal intensive care from delivery to ensure optimal outcomes.
- Administered medications for effective pain management during labour.
- Educated families on newborn care to enhance parenting confidence.
- Managed emergency situations, ensuring prompt responses to high-risk conditions.
- Provided continuous care for women throughout pregnancy, addressing all health concerns.
- Established resuscitation programme for parents, enhancing readiness for emergencies.
- Coordinated neonatal transport services to facilitate timely medical intervention.
Intensive Care Neonatal Nurse
Royal Victoria Infirmary Newcastle
Newcastle, Northeast
1992.05 - 1995.03
- Delivered immediate neonatal intensive care from delivery and during transport.
- Documented all patient information accurately to facilitate effective treatment planning.
- Developed personalised nursing plans through comprehensive assessments of newborn needs.
- Conducted thorough physical assessments on arrival, identifying urgent health concerns promptly.
- Administered prescribed medications to enhance patient outcomes.
- Ensured safe oxygen therapy administration, improving respiratory function in infants.
- Monitored vital signs continuously, responding swiftly during emergencies.
- Promoted breastfeeding among new mothers to improve infant nutrition levels.
Education
RGN - Nursing
National Council licensure Examination Board
CaliforniaENB 405 Special and intensive care of the newborn - Nursing
University of Northumbria at Newcastle
Newcastle upon Tyne, NETENB 997 Teaching and Assessing - Nursing
University of Northumbria at Newcastle
Newcastle-upon-TyneFoundation Degree in Science - Neonatal Nursing
Edinburgh Napier University
Edinburgh, EDHMidwife - Midwifery
Glasgow South College Nursing and Midwifery
GlasgowSkills
- Leadership
- Patient advocate
- Problem solver
- Data confidentiality
- Excellent communication skills
- Supported product range and new product development
- shift rota planning
- Excellent customer support, telephone, service desk and email
- Healthcare Information Technology
- Teaching of processes
- Client-centred learning
- Call handling
- Training programmes
Accomplishments
- Certified instructor with the Resuscitation council UK in Neonatal Life support c 3 years.
- Setting up Parent resuscitation training while working in the Channel Islands.
- Neonatal transport by air and road.
Affiliations
- I am an avid crafter and enjoy trying new hobbies, and have attended the Christmas fairs at Corbenic for the last 2 years.
- Sculpting with papermache
- Needle Felting
- Painting and drawing.
References
References available upon request.
Timeline
Customer complaints handler
Castle Water
2025.01 - Current
Tesco Colleague
Tesco
2023.03 - 2025.01
Customer Support / Product Specialist
Clevermed Ltd
2012.09 - 2023.01
Intensive Care Neonatal Nurse
Simpsons Centre for Reproductive Health
2008.12 - 2012.08
Intensive Care Neonatal Nurse
Princess Royal
2008.07 - 2008.12
Intensive Care Neonatal Nurse
State board, Anaheim memorial, Cedar-Sinai Medical Centre
2004.08 - 2008.05
Neonatal Midwife
States of Jersey
1995.03 - 2004.08
Intensive Care Neonatal Nurse
Royal Victoria Infirmary Newcastle
1992.05 - 1995.03
ENB 405 Special and intensive care of the newborn - Nursing
University of Northumbria at Newcastle
ENB 997 Teaching and Assessing - Nursing
University of Northumbria at Newcastle
Foundation Degree in Science - Neonatal Nursing
Edinburgh Napier University
Midwife - Midwifery
Glasgow South College Nursing and Midwifery
RGN - Nursing
National Council licensure Examination Board