Summary
Overview
Work history
Education
Skills
Interests
Additional Information
Timeline
Generic

KELLY IVES

norwich,Norfolk

Summary

Reliable worker focused on improving client lives through high-quality support and patient instruction. Proficient in life, financial and social skills, helping clients integrate into community and live more robust lives. Creative and empathetic with years of experience building community and developing social skills through incremental therapeutic techniques.

Organized, hardworking and dependable, self - motivated, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.



Overview

19
19
years of professional experience
5
5
years of post-secondary education

Work history

Coffee Barista

David Lloyd Leisure
Norwich, Norfolk
08.2023 - Current
  • Produced high-volume coffee orders quickly and accurately, meeting customer demand.
  • Made and served high-volume beverages with speed, quality and consistency, thriving in fast-paced resturant and bar environments.
  • Maintained and operated espresso machines, blenders and commercial coffee brewers.
  • Managed peak hours effectively, creating and delivering drinks swiftly to maintain efficient service.
  • Cleaned and sanitised coffee and food preparation areas, maintaining impeccable hygiene standards.
  • Fulfilled personalised orders with speciality milk options, meeting strict dietary requirements.
  • Maintained clean, organised bar workspaces, enabling co-workers to readily locate required supplies.
  • Warmly greeted and served customers, promptly processing payments to minimise wait times.
  • Boosted customer loyalty through attentive and efficient service.
  • Cleaned counters, machines, utensils and seating areas for immaculate restaurant conditions.
  • Thoroughly cleaned and maintained coffee machines, reducing faults and issues for smooth, efficient service.
  • Built strong relationships with customers, recalling names and regular orders to maintain rapport and loyalty.

Receptionist

Norwich city centre
04.2013 - 03.2015
  • At Sun shops tanning studio, while I was there my responsibilities where to meet and greet the customers when they came in
  • To make sure at all times the tanning beds where cleaned and the customers where happy
  • I would also make sure the shop floor was clean and presentable
  • I would deal with signing up new customers and inputting date into the computer each time I done this, also when ever a customer used the tanning beds
  • I would answer any calls and deal with any customer queries
  • My job was to promote sun shops tanning creams as we had to hit our recommended sales target
  • At the end of each day I would cash up the till and make sure everything balanced
  • I would work each shift alone and had the responsibility at the end of each night time shift to set alarms and lock up
  • I am used to working under pressure as I worked each shift alone and so when we had our busy runs there was only myself to deal with everything.

support worker

New Boundaries
Norwich, Norfolk
02.2007 - 02.2013
  • Assisted with personal care activities such as washing and dressing, consistently promoting positive health and hygiene.
  • Led group activity programmes to support independence and encourage community inclusion.
  • Monitored individuals' progress, continuously updating and adjusting care plans to meet health and wellbeing needs.
  • Monitored and documented client behaviours, activities and development, aiding appropriate care plan management.
  • Administered medication with rigorous planning and recordkeeping.
  • Built strong patient relationships through compassionate care and friendly rapport building.
  • Delivered high-quality care to individuals with varying needs, tailoring support to meet personalised care plans.
  • Provided support in social, physical and emotional areas to assist clients with integration into local community.
  • Reported on service user progress to senior staff, addressing concerns and suggesting appropriate action.
  • Planned, prepared and served meals for [Number] clients, strictly following prescribed dietary orders.
  • Provided physical and emotional support, employing compassionate care to help individuals achieve their full potential.
  • Empowered individuals to pursue hobbies and leisure activities such as shopping and creative activities.
  • Promoted personal wellbeing and independence, building service user confidence through social and community interaction.
  • Facilitated weekly group meetings, providing safe, secure spaces for service users to interact and socialise.
  • Used excellent communication and interpersonal skills to engage and interact with individuals in need.

Care Support Worker

care principles Rowan House
Norwich
03.2006 - 02.2007
  • Rowan House was a detained hospital for people with learning difficulties, mental health and challenging behaviours's
  • Again I was assisting patients in everyday tasks helping to communicate social skills and promote acceptable behaviour and encouraging them to participate in their learning support sessions which helped improve their behaviour
  • I would attend day visits into the community with them and observe their behaviour whilst out in the community and how they would react in different situations and helping them cope in situations
  • Whilst working at Rowan House I was involved in a lot of frightening situations which I was trained to be able to deal with but I always found working here really hard because of it
  • I enjoyed working with the adults but not in the environment it was in and I also found the challenging behaviour on an everyday basis too much so this is why I left Rowan House and moved to a job where the challenging behaviour wasn't so violent
  • When I started work at Rowan House I undertook an introduction programmed on commencement of the introduction program I started working towards completing units for the certificate in Working with People who have Learning Disabilities at Level 2 which consists of completing workbooks on Learning Disabilities and Understanding Abuse and Positive Communication
  • I am currently working on these workbooks and look to completing them soon.
  • Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.
  • Assisted in all aspects of personal hygiene, prioritising patient dignity, privacy and independence.
  • Monitored patient symptoms and progress to boost health outcomes.
  • Met needs of clients with learning difficulties and handled challenging behaviours.
  • Documented accurate and updated caseload records and reports to streamline process.
  • Updated first aid training to protect client welfare.

Claims Handler

06.2005 - 11.2006
  • I worked at Norwich Union as, My responsibilities were to deal with our customers vehicle from day 1 of the accident to the end of the claim (at times this also involved dealing with the third parties car if our customer was at fault for the accident) I would get the vehicle booked into either an approved repairer of ours or one of the customer's choice, keeping check on the repairs from start to finish and then make the payments once completed
  • If the claim was straight forward then once repairs where finished and our customer was happy with them then the claim was closed - if our customer was not at fault then I would continue to recover all our losses from the third party insurance company and also the third party solicitors
  • If our customer was being held responsible for the accident and our customer felt they were not to be at fault then this would involve investigating the cause of the accident and once I had what I needed I would determine who was at fault and go from there
  • This involved team work and also working as an individual
  • I was set targets everyday and happily say I met those targets
  • I worked along side certain Brokers most of the time who are customer goes through to get their insurance with Norwich Union so we had to have good relationships with these Brokers so they had confidence in our business
  • At times I would work with our customers also so I had to have good telephone manor and be confident in answering the phone, also the ability to be able to build a good repore with our customers which I thought was very important not only for Norwich Union but I felt this helped the customer have more confidence in me so when I said I would have something done for them I made sure it was either done on the expected date I had given them or before when possible
  • I am able to organise and prioritise my workload at the beginning and through out the day
  • I have good computer skills and good knowledge of word and excel as writing letters and fax letters as well as have the confidence to make payments as these were also part of my job as a Claims Handler
  • On the odd occasion I would have to put data on spreadsheets and update these spreadsheets.

Cashier - Sales Assistant

Halifax Bank
Dereham
06.2004 - 06.2005
  • My role as a cashier was to assist the customer and meet their needs whether it was opening an account, closing accounts, taking money out, putting money in, setting up direct debits and standing orders
  • It involved working with money and cashing up at the end of the day making sure the tills balanced and if there had been a mistake made throughout the day then we had to find that mistake and correct it
  • I also worked on the welcome desk so I was the first person the customer would see when they walked in so I had to meet and greet the customer - I had to have a good appearance and be confident in approaching the customers and meeting their needs
  • Once I meet the customer's needs I would then decide their next step to a better account either for their everyday use or savings and book them into a diary so see the correct person
  • My role was very sales co-ordinated and tasks had to be met everyday which I found a challenge but managed to do
  • The more we met our target the bigger our bonus was so this was an excellent incentive I found!!
  • I worked as a team as well as an individual.

Education

Hellesdon High

GCSEs -

Hellesdon High
Norwich, Norfolk
09.1998 - 07.2002

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NVQ Level 3 - health and social care

Q training
04.2008 - 03.2009

Skills

  • Excellent Customer service
  • General insurance
  • Excellent telephone manor
  • Computing skills
  • Speedy and efficient
  • Quick learner
  • Strong communication
  • Professional demeanour
  • Cooperative team player
  • Performance improvement
  • Compassionate care
  • Self-motivated
  • Conflict management
  • High efficiency

Interests

Work Placements , 2002-2004.Whilst attending Norwich City College I was placed on a number of work placements which included nursery and early year's settings. I also had one placement at a school for children with learning difficulties.I would help the teachers prepare the classroom for lessons and sit with different groups of children depending on how much support and encouragement they needed to complete their work.To enable me to complete my assignments I had to plan and prepare my own session with a group of about 5 children on the subject that they were learning about at the time. The teacher would tell me what subjects they were going to have and I would plan my session around the information. I felt I done well with this and the teacher was pleased and agreed the session also went well.MY HOBBIES AND INTERESTS.My hobbies are keeping fit , I like to go to the gym as much as I can because it makes me feel better equipped and more focused for the day ahead. I also love to read.

Area of work.I am currently looking for work in the Norwich area.

Additional Information

  • .

Timeline

Coffee Barista

David Lloyd Leisure
08.2023 - Current

Receptionist

Norwich city centre
04.2013 - 03.2015

NVQ Level 3 - health and social care

Q training
04.2008 - 03.2009

support worker

New Boundaries
02.2007 - 02.2013

Care Support Worker

care principles Rowan House
03.2006 - 02.2007

Claims Handler

06.2005 - 11.2006

Cashier - Sales Assistant

Halifax Bank
06.2004 - 06.2005

GCSEs -

Hellesdon High
09.1998 - 07.2002

Hellesdon High
KELLY IVES