Karen Emmett
Bangor,Ards and North Down
Summary
Hard-working Team Leader with approx 20 years of experience in high paced environments including a busy dental practice and call centre.
Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching employees.
Have worked through the pandemic providing care to patients.
Overview
32
32
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader Operator
Mango Direct Marketing
Bangor, Ards and North Down
08.2022 - Current
- Coach team members through new or workflows.
- Provide Training to both new and existing staff members to enhance skill-set thus improving team yield
- Promoted professionalism among staff to provide compliant calls within both charity and sales campaigns.
- Live Management on shift,assisting team members with calls,monitoring efficiency,Completing return to work interviews.
- Providing feedback regarding team members performance and targets in the form of probationary reviews at both 3 months and 6 monthly intervals
- Participate in client training sessions as required.
- Compiled monthly reports outlining project progress and results. (KPI's)
- Quality control- listening to calls to establish compliance and providing feedback to team members.
- Allocating breaks etc within the working day.
Dental nurse
Bloomfield Dental Practice
Bangor, Ards and North Down
07.2006 - 08.2024
- Arranged appointments using online booking system.
- Assisted in clinical procedures, including examinations, fillings and extractions.
- Welcomed patients, explaining dental procedures and answering questions to ease anxiety.
- Delivered compassionate care and support to patients to alleviate anxiety and stress.
- Replenished sundries and ordered low-stock items.
- Accurately and efficiently decontaminated and sterilised dental devices for continued hygiene compliance.
Lead Receptionist/Senior Dental Nurse
Ballyholme Dental Practice
Bangor, Ards and North Down
08.2011 - 08.2022
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Greeted incoming patients in a professional manner and provided friendly, knowledgeable assistance.
- Oversaw and supply orders and replenished stock for staff use.
- Liaised with suppliers of dental products to secure contracts for a regular monthly price of stock required including PPE
- Kept reception area clean and neat to give visitors positive impression of the practice.
- Took and communicated messages to minimise interruptions to the dentist's diary.
- Basic triage following guidelines for patients calling in with dental pain.
- Making referrals to specialists by both telephone and email and documenting this on patient's chart.
- Chairside assistance when required providing suction, preparing materials required by dentist during treatment and adhering to high standard of clinical care & decontamination procedures.
- Assisting with monthly reporting ie Nhs patient lists, checking for discrepancies in payments and following up with the Bso.
- Daily and weekly cash up procedures, checking patient accounts to establish any outstanding treatment costs and making contact to obtain payments.
- Updating patient records including changes of name, exemptions and ensuring that correct forms are signed and scanned onto charts.
- Promoting Denplan to patients giving the benefits of a dental insurance plan to increase practice monthly revenue.
- Promoting products and services within the practice including facial aesthetics, teeth whitening.
Senior care assistant
Ulster Community and Hospital Trust
Bangor, Ards and North Down
04.1992 - 12.2003
- Provided attentive first-hand care, comfort and safety to patients.
- Monitored support workers to assess care provisions and implement continued best practices.
- Organised activities and exercises to promote physical and mental well-being.
- Collaborated with additional care providers to ensure seamless patient support.
- Performed household tasks such as cleaning, vacuuming and cooking.
- Assisted with medicine and stock counting, ordering and replenishing.
- Helped design and update treatment plans based on progress and health developments.
Education
GCSEs - English
Our Lady and St Patricks College
Belfast 06.1987 - 06.1989
NVQ Level 3 - Health & Social Care
South Eastern Regional College
Holywood, Ards and North Down 09.1989 - 06.1991
Diploma of Higher Education - Dental Nursing
Belfast Metropolitan College
Belfast 09.2006 - 06.2007
Skills
- Employee performance reviews
- Key Performance Indicator (KPI) management
- Process improvement
- Stocking and replenishing
- Concise time management
- Employee coaching and mentorship
- Ordering procedures
- Time management
- Communication skills
- Team building
- Problem-solving
- Knowledge of Excel,Microsoft office
- Qualified in First Aid
Timeline
Team Leader Operator
Mango Direct Marketing
08.2022 - Current
Lead Receptionist/Senior Dental Nurse
Ballyholme Dental Practice
08.2011 - 08.2022
Diploma of Higher Education - Dental Nursing
Belfast Metropolitan College
09.2006 - 06.2007
Dental nurse
Bloomfield Dental Practice
07.2006 - 08.2024
Senior care assistant
Ulster Community and Hospital Trust
04.1992 - 12.2003
NVQ Level 3 - Health & Social Care
South Eastern Regional College
09.1989 - 06.1991
GCSEs - English
Our Lady and St Patricks College
06.1987 - 06.1989
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