Summary
Overview
Work history
Education
Skills
Additional Information
Activities
Timeline
Generic

Emma Waller

Stokenchurch,Bucks

Summary

Highly motivated, accomplished professional offering over 25 years in the Customer Service/Care industry. Energetic team builder, able to navigate high-stress situations. My flying career has afforded me excellent interpersonal and communication skills with the ability to multi-task. Always keen to learn and adapt, with a great sense of humour!

Four years as a Bank Worker with the NHS has given me the opportunity to acquire multiple IT and computing skills and an accomplished knowledge of NHS systems. I have excellent time management skills and am fully able to work on my own or in a team and to take on new challenges.

Overview

36
36
years of professional experience

Work history

Radiology NSS Unit, Admin Assistant

Bucks NHS Trust
High Wycombe, Buckinghamshire
03.2022 - 04.2024
  • Job description and experience as per Cancer Services Admin Assistant.

MDT Admin Assistant

Bucks NHS Trust
High Wycombe, Bucks
05.2021 - 02.2022
  • Maximising clinic utilisation by ensuring that patients' appointments are booked according to the Trust Referral to Treatment Policy (RTT).
  • Ensuring that patients' appointments are booked in accordance with Trust guidelines via the e-referral system.
  • Proactively managing waiting times for individual cancer patients to ensure targets are not breached by negotiating patient management arrangements with responsible staff.
  • Full use of BHT Patient Systems to aid patient tracking.
  • Working to reporting deadlines and inform line managers in advance of potential problems.

Cancer Services Admin Assistant

Bucks NHS Trust
Aylesbury, Buckinghamshire
05.2020 - 04.2021
  • Using a diplomatic and empathetic approach to communicating with patients who have had their appointment cancelled or postponed, negotiating new arrangements where appropriate.
  • Communicating sensitively with patients who may be distressed following potential serious diagnosis, including where patients may be experiencing periods of uncertainty regarding their health.
  • Dealing with patient complaints concerning outpatient details/cancellations appropriately.
  • Providing general non-clinical advice to patients and their carers.
  • Answering telephone enquiries from patients in a professional manner, relaying messages in a polite and helpful manner, taking actions as appropriate.
  • Maximising clinic utilisation by ensuring that patients' appointments are booked according to the Trust Referral to Treatment Policy (RTT).
  • Ensuring that patients' appointments are booked in accordance with Trust guidelines via the e-referral system.
  • Proactively managing waiting times for individual cancer patients to ensure targets are not breached by negotiating patient management arrangements with responsible staff.
  • Full use of BHT Patient Systems to aid patient tracking.
  • Working to reporting deadlines and inform line managers in advance of potential problems.

Senior Cabin Crew Member

British Airways
London Heathrow, Middlesex
11.1995 - 02.2020
  • Attended annual training in customer service, conflict resolution tactics, safety procedures and Advanced First Aid to remain updated with new requirements and procedures.
  • Facilitated communications between flight deck and cabin crew prior to and during flights, promoting smooth operations.
  • Answered passengers' questions and provided solutions to issues when they arose during flights.
  • Increased passenger satisfaction by promptly answering questions and providing solutions to issues arising during flights.
  • Maintained firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
  • Operated in compliance with all airline and aviation regulations, ensuring complete compliance with safety and security procedures.
  • Maintained high standards of cleanliness and personal appearance, promoting sense of professionalism and passenger confidence in crew.

Senior Cabin Crew Member

Brymon Airways
Bristol, Avon
04.1993 - 11.1995
  • Please see British Airways previous bullet points.

Senior Secretary

Probation Service
Newton Abbot, Bristol, Devon, Avon
01.1988 - 11.1993
  • Answering/making telephone calls - mostly confidential and of a sensitive nature.
  • Responsible to two Probation Officers.
  • Drafted and corrected professional business letters, confidential reports internal memoranda, sometimes using dictation and shorthand.
  • Took reports from the Magistrates Courts and managed individual clients' files.
  • Record Keeping.

Education

A-Levels - Private Secretary/Business/Economics Combined

South Devon Technical College
Torquay
07.1987

GCSE -

Cutbert Mayne Comprehensive School
Torquay
06.1986

Skills

Positive Attitude

Team Player

Flexible

Strong verbal communication

Decision Maker

Discreet and confidential

Client Safety and Advanced First Aid

Compassionate client care

Attention to detail

Strong parenting skills - Mother of 9yr old twin sons

Additional Information

Full clean driving licence and access to own car.

Flexible working hours.

First Aider.

Activities

  • I am a PTA member at my children's school.
  • Dog walking for Stokenchurch Dog Rescue Centre (I also used to volunteer on the Reception desk).
  • Hobbies: Cooking, reading, walking, collecting antiques.

Timeline

Radiology NSS Unit, Admin Assistant

Bucks NHS Trust
03.2022 - 04.2024

MDT Admin Assistant

Bucks NHS Trust
05.2021 - 02.2022

Cancer Services Admin Assistant

Bucks NHS Trust
05.2020 - 04.2021

Senior Cabin Crew Member

British Airways
11.1995 - 02.2020

Senior Cabin Crew Member

Brymon Airways
04.1993 - 11.1995

Senior Secretary

Probation Service
01.1988 - 11.1993

A-Levels - Private Secretary/Business/Economics Combined

South Devon Technical College

GCSE -

Cutbert Mayne Comprehensive School
Emma Waller