- I am a crafter, all aspects of craft
- I love DIY
- Decorating
- Sewing
- Cochet
- Knitting
- Gardening
- Baking
- Cooking
- Shopping
- Relaxing holidays, got to have a hot tub
Michele Brailsford
Leicester,Leicestershire
Summary
Lifeline Call Operative skilled in emergency communication and crisis management. Provides reassurance to vulnerable adults while coordinating rapid responses to emergencies. Committed to optimizing customer service processes, ensuring high levels of client satisfaction and safety. Dedicated Lifeline Call Operative with strengths in delivering exceptional customer service and support. Manages service call logs and equipment reporting to maintain operational effectiveness. Focused on fostering positive relationships with clients through compassionate communication and effective problem-solving. Enthusiastic and reliable with knack for problem-solving and teamwork. Quick to learn new tasks and always maintain positive attitude. Adept at working efficiently under pressure while ensuring quality and safety standards are met. Excellent communicator, able to collaborate effectively with diverse teams.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Lifeline call operative
Charnwood Borough Council
Loughborough, Leicestershire
06.2019 - Current
- Answer all calls made through the PNC (computa system, for vulnerable adults for reasurance, calling emergency services or answering querys)
- Maintained a clean and organised workspace, promoting a safe and efficient working environment.
- Facilitated training sessions to enhance skills and knowledge.
- Provided exceptional customer service to enhance customer satisfaction and resolve issues effectively.
- Optimised customer service processes to enhance satisfaction and retention.
- Reporting equipment faults to managers and wardens to ensure timely resolution and maintenance.
- Utilised computer systems to accurately record and manage personal information.
- Documented service call logs and job reports at the end of the shift for the next call operative.
Full time night carer
Leonard Cheshire Disability
Anstey, Leicestershire
08.2016 - 09.2018
- Assisted patients in the basic hygiene requirements, including bathing, washing and dressing.
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Assisted in patient showering, cleaning and toilet duties.
- Maintained clean and hygienic living environments, ensuring comfort and safety.
- Prepared and served nutritious meals, catering to diverse dietary requirements.
- Aided in bathing, dressing and general mobility.
- Helped patients with personal care tasks, including meal assistance, toileting and mobility support.
- Positioned and transported patients in wheelchairs or on movable beds.
- Attended staff training to keep up to date on care home regulations, best practices and safety standards.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Cleaned patient rooms, completing tasks such as changing beds, dusting, hoovering and bathroom sanitising.
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Changed bed linen and washed patient clothes regularly, maintaining proper hygiene standards.
- Provided personalised care and support to residents, enhancing their quality of life.
- Managed challenging behaviour sensitively, adopting a person-centred approach.
- Cleaned rooms and sanitised kitchen workspaces.
- Monitored patient health, identifying behavioural and physical changes, and promptly reported concerns to senior carer.
- Provided personalised care and support to elderly residents, enhancing their daily living experience.
- Engaged in respectful communication, respecting the dignity of those in care.
- Supported residents with mobility issues, using equipment safely to prevent injuries.
- Monitored patient behaviour closely to determine health changes, reporting concerns immediately.
- Reduced patient anxiety by clearly and calmly explaining clinical processes and procedures.
- Provided emotional support and companionship, fostering positive relationships with those in care.
- Assisted with personal hygiene tasks, promoting dignity and respect for individuals in care.
- Provided emotional support and companionship, building trusting relationships.
- Actively listened to patients' complaints and feedback, actioning improvements to continuously elevate quality of care.
- Document patient observations and report behavioural changes to senior carer promptly to ensure timely intervention.
- Monitored and recorded vital signs, contributing to health assessments and care plans.
- Looked after client's physical, emotional, cultural and social needs using person-centred approach.
- Trained new care assistants, sharing knowledge and best practices to improve team performance.
- Participated in training sessions, continuously improving care techniques and knowledge.
- Kept patients, carers and families updated on health conditions through regular communications.
- Assisted in the implementation of care plans, tailored to individual needs.
- Managed challenging behaviour effectively, employing de-escalation techniques to ensure a safe environment.
- Implemented infection control measures, reducing the spread of illnesses amongst vulnerable populations.
- Reviewed individualised care plans, making changes based on progress and required improvements.
- Documented comprehensive records of care provided to ensure continuity and quality of service.
- Delivered compassionate end-of-life care, offering comfort and support to both patients and families.
- Actively listened to patients' complaints and feedback, actioning improvements to continuously improve quality of care.
- Measured care plan effectiveness by closely observing patient behaviour and physical improvements.
- Attended to customer needs as and when requested through alert system.
- Assisted in the orientation of new residents, helping them acclimatise to the care home environment.
- Contributed to care plan evaluations, offering insights to enhance person-centred care.
- Responded promptly to emergencies, applying first aid and alerting medical staff.
Temporary agency work
offices
leicester, Leicestershire
10.2015 - 09.2016
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Actively listened to customers to fully understand requests and address concerns.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Secured temporary employment within multiple office agencies to enhance workforce experience.
Volunteer
LOROS Warehouse
Glenfield, Leicestershire
05.2015 - 11.2015
- Carried out day-to-day warehouse duties with care and attention, maintaining compliance with safety standards.
- Maintained a clean and safe working environment by adhering to housekeeping standards and safety protocols.
- Organised warehouses and ensured items remained accurately labelled.
- Collaborated with team members to streamline warehouse operations and increase efficiency.
- Stayed within health and safety standards by closely monitoring surroundings during tasks and wearing PPE.
- Trained new staff on warehouse procedures and safety practices to ensure compliance and reduce incidents.
- Sorted items into relevant shops to facilitate charity sales.
Community Carer
Direct Health
Loughborough, Leicestershire
03.2006 - 09.2013
- Provided emotional support and companionship, enhancing client well-being.
- Conducted household duties, including cleaning, laundry, and shopping, to maintain a comfortable living environment.
- Administered personal care and hygiene to clients, promoting dignity and respect.
- Stayed up to date on the best health practices, first aid procedures and other safety guidelines by attending regular carer training.
- Executed careful techniques to empty catheter bags while adhering to strict hygiene guidelines.
- Built and maintained patient dignity, treating service users with utmost care and respect.
- Monitored and reported changes in client health or behaviour to healthcare professionals.
- Provided empathetic personal care, maintaining respect and dignity for patients throughout.
- Visited people's homes to provide care, support and assist with tasks as required.
- Assisted clients with washing, bathing, dressing, getting up and going to bed.
- Maintained confidentiality and privacy in all aspects of client care.
- Prepared meals for patients, offering additional feeding support to service users with limited physical ability.
- Documented care provided, ensuring accurate and up-to-date client records.
- Offered reliable day-to-day living assistance, including washing, dressing and feeding patients.
- Used exceptional communication abilities to build and nurture positive, professional relationships with service users.
- Maintained patient wellbeing by engaging in polite, friendly and engaging conversations throughout visits.
- Ensured stable client health and wellbeing through regular observations, reporting concerns promptly.
- Assessed safety risks within the home environment, implementing measures to prevent accidents.
- Implemented care plans that address individual needs and preferences.
- Encouraged service users to be independent and active members of society.
- Used ovens, hobs and microwaves to prepare meals for clients, completing according to dietary requirements and personal preference.
- Assisted clients with mobility issues, utilising aids and equipment for safe movement.
- Developed trusting relationships with service users and advocated on their behalf.
- Adapted communication methods to suit the needs of clients with varying abilities.
- Used correct guidelines and procedures when assisting clients with toileting functions.
- De-escalated violent, aggressive and threatening behaviour.
- Worked efficiently to maintain timely service for patients across large geographical areas.
- Trained new staff on care procedures and policies, promoting a high standard of service.
- Provided compassionate end-of-life care respecting client wishes and ensuring comfort.
Communicated client concerns and additional needs to coordinator for referral to relevant agencies.
Collaborated with social workers and occupational therapists to support client care plans.
Professional house cleaner
Domesta clean
Loughborough, Leicestershire
03.2003 - 02.2006
- Followed sanitisation, health and hygiene regulations.
- Swept, vacuumed, polished and mopped hard floors within establishment.
- Completed cleaning projects on time, maintaining customer satisfaction and loyalty.
- Deep cleaned floors by shampooing, hoovering, mopping and sweeping surfaces.
- Dusted and polished window frames and wiped down glass, maintaining clean and clear areas.
- Conducted deep cleaning of restrooms, including sanitising toilets, sinks, and mirrors for hygiene upkeep.
- Managed daily cleaning and maintenance of office buildings, including dusting, vacuuming, and mopping.
- Carried out cleaning tasks as instructed within tight timeframes and to high-quality standards.
- Used wide variety of cleaning equipment to carry out tasks, including hoovers, mops, dusters and other cleaning tools.
- Upheld health and safety standards when handling and using chemicals.
- Kept kitchens sanitary and hygienic by deep cleaning floors, worktops and preparation tables.
- Polished glass and mirrors in private and public spaces.
- Cleared public areas of obstructions to reduce accident risks.
- Washed crockery, glassware and utensils to keep kitchen space clean.
- Upheld strict confidentiality in sensitive areas, respecting privacy and security protocols at all times.
- Utilised a variety of cleaning equipment and products for different surfaces, achieving optimal cleanliness.
- Optimised time management to ensure timely completion of tasks within allocated slots.
Education
Diploma of Higher Education - IT Diploma
Extra education
leicester01-2019
NVQ Level 3 - Community care
Y.T.S.
LOUGHBOROUGH01-1998
GCSEs - School GCSE
Burliege college
Loughborough01-1987
NVQ Level 2 - Beauty Therapy
Loughborough college
LoughboroughSkills
- Customer service
- Emergency response
- Care plan implementation
- Personal care assistance
- Patient health monitoring
- Data management
- Conflict resolution
- Time management
- Team collaboration
- Active listening
- Compassionate communication
- Emotional support
- Positive attitude
- Team player
- Excellent communication skills
- Teamwork and collaboration
- Safety awareness
- Health and safety knowledge
- Skilled multitasker
- Basic computer literacy
- Attention to Detail
- Safety policies and procedures
- Effective listening
- Awareness of Health and Safety
- Reporting and documentation
- Customer interaction
- Records maintenance
Certification
- Full Driving License
- Gold & sliver safeguarding training
- Customer focus work shop training - 1&2
- Preventing sexual harassments in the work place
- Understanding and prevent stradegy
- Mental health training
- Suicide training
- Teroism training (see something say something)
- Equality, diversity and Integraty. - Always
- Data protection training
- Diploma
- NVQ Level 2 certified
Interests
Timeline
Lifeline call operative
Charnwood Borough Council
06.2019 - Current
Full time night carer
Leonard Cheshire Disability
08.2016 - 09.2018
Temporary agency work
offices
10.2015 - 09.2016
Volunteer
LOROS Warehouse
05.2015 - 11.2015
Community Carer
Direct Health
03.2006 - 09.2013
Professional house cleaner
Domesta clean
03.2003 - 02.2006
Diploma of Higher Education - IT Diploma
Extra education
NVQ Level 3 - Community care
Y.T.S.
GCSEs - School GCSE
Burliege college
NVQ Level 2 - Beauty Therapy
Loughborough college