Laura Laura
Care Assistant/Customer Experience Lead
29 Regent Street, Stirchley, Birmingham,United Kingdom
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities and build new skills to meet team goals.
Experience in caring for older people living with dementia, as well as planning and organizing activities to improve wellbeing and creating a fun and approachable atmosphere.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
Work History
Care Assistant
The Oaks Care Home
Rubery, Birmingham
02.2024 - Current
- Promoted a safe environment for patients through regular monitoring of vital signs and reporting any abnormalities to nurses.
- Managed time effectively while balancing multiple tasks simultaneously, ensuring all aspects of resident care were addressed promptly.
- Maintained accurate records of resident progress and behaviour, documenting changes in condition or response to activities, daily living and environments.
- Enhanced resident living by assisting with daily activities such as bathing, dressing, and grooming.
Customer Experience Leader
The Oaks Care Home
Birmingham , GB
07.2023 - Current
- Maintained activity records and reports to evaluate program success and identify areas for improvement.
- Developed monthly life enrichment calendar and published electronically and in print.
- Maintained running inventory of supplies and purchases to monitor budget expenditures.
- Drafted budgets for programs and ordered materials that were needed for certain activities.
- Performed assessments on activity programs to determine what specific activities were suitable.
- Provided safe transportation to facilitate residents attending activities and events outside of facility.
- Coordinated with other entertainment venues to create joint promotional events.
- Developed and implemented marketing strategies to increase customer engagement and drive revenue.
Activity Coordinator (Head of Department)
Edgbaston Manor
Birmingham
06.2022 - 07.2023
- Maintained and ordered supplies for activities.
- Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
- Sought and obtained community opportunities for cultural and recreational participation and safely transported residents to and from locations.
- Encouraged, supported and assisted residents with activities and documented activity attendance and degree of involvement.
- Prepared rooms, equipment and supplies and maintained clean activity area to foster welcoming environment and maximize participation.
- Maintained activity records and reports to evaluate program success and identify areas for improvement.
- Performed assessments on activity programs to determine what specific activities were suitable.
- Developed monthly life enrichment calendar and published electronically and in print.
- Maintained running inventory of supplies and purchases to monitor budget expenditures.
Activity Coordinator
Bowood Court And Mews
Redditch
02.2021 - 06.2022
- Developed and maintained connections with performers, agents and promoters to accumulate robust options for entertainment activation.
- Planned and oversaw implementation of special dementia activities and trips.
- Maintained and ordered supplies for activities.
- Developed understanding and knowledge about each resident through care plans and socialising through activities.
Customer Service Associate
Natwest Group
08.2020 - 02.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Recorded account information to open new customer accounts.
Key Holder
Thornton’s
10.2019 - 08.2020
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Trained team members in successful strategies to meet operational and sales targets.
Retail Assistant
Paperchase
10.2018 - 10.2019
- Assisted customers with prompt and polite support in-person and via telephone.
- Used POS system to process sales, returns, online orders and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Key Holder
Thornton’s
10.2016 - 09.2018
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Prepared merchandise for distribution and placement across sales floor by building pallets and tagging products.
Education
Bachelor Of Arts - English And Drama
Birmingham City University
Birmingham 09.2017 - 09.2019
BTEC Level 3 90-credit Diploma - Performing Arts, Acting
Dudley College
Dudley 08.2014 - 06.2015
A Levels -
Dudley Sixth
Dudley 07.2012 - 07.2014
GCSE -
Kingswinford School
Kingswinford 09.2007 - 09.2012
Skills
Activity planning experience
Creative mindset
Good Telephone Etiquette
Teamwork and Collaboration
Problem-Solving
Excellent Communication
Recordkeeping skills
Organization and Time Management
Attention to Detail
References (Available Upon Request)
Lianne Sturmey
General Manager: The Oaks Care Home
01527 910 498
Zoe Steventon
General Manager: Edgbaston Manor
0121 667 7852
Timeline
Care Assistant
The Oaks Care Home
02.2024 - Current
Customer Experience Leader
The Oaks Care Home
07.2023 - Current
Activity Coordinator (Head of Department)
Edgbaston Manor
06.2022 - 07.2023
Activity Coordinator
Bowood Court And Mews
02.2021 - 06.2022
Customer Service Associate
Natwest Group
08.2020 - 02.2021
Key Holder
Thornton’s
10.2019 - 08.2020
Retail Assistant
Paperchase
10.2018 - 10.2019
Bachelor Of Arts - English And Drama
Birmingham City University
09.2017 - 09.2019
Key Holder
Thornton’s
10.2016 - 09.2018
BTEC Level 3 90-credit Diploma - Performing Arts, Acting
Dudley College
08.2014 - 06.2015
A Levels -
Dudley Sixth
07.2012 - 07.2014
GCSE -
Kingswinford School
09.2007 - 09.2012