Nicola O'Hara
Crawley,West Sussex
Summary
Accomplished professional with extensive expertise in quality control measures, effective delegation, and time-management. Demonstrates proficiency in risk assessment, process improvement, and negotiation techniques. Adept at fostering ethical conduct and emotional intelligence within teams. Proven track record in department management, client relationship management, and strategic thinking. Skilled in influential communication, conflict resolution, and performance monitoring. Committed to delivering outstanding customer service and leadership in diverse environments while ensuring compliance with regulatory requirements. Career goal: To leverage comprehensive skills to drive organisational success and innovation.
Overview
20
20
years of professional experience
2023
2023
years of post-secondary education
Work History
Deputy manager
Southern Counties Caring Ltd
Crawley, West Sussex
03.2023 - Current
- Drafted procedural statements and guidelines for company-wide use.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Oversaw project execution, ensuring timelines were met efficiently.
- Coordinated with different departments, ensuring seamless communication flow.
- Boosted team morale through effective communication and feedback systems.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Achieved higher productivity with rigorous time management strategies.
- Designed and implemented training to further develop staff based on business goals.
- Managed and monitored multidisciplinary teams, providing coaching to consistently exceed KPI targets.
- Supervised team members for optimal task completion.
- Contributed innovative ideas during strategy meetings that led to business expansion.
- Conducted performance evaluations, enhancing individual employee development.
- Managed daily operations for smooth running of the office.
- Addressed customer complaints promptly, improving customer satisfaction levels.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Monitored health and safety measures for guaranteed compliance.
- Led and managed administrative staff to maintain smooth daily operations.
- Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Designed employee incentives and recognition schemes to achieve team targets.
- Conducted audits and risk assessments to achieve regulatory compliance.
- Provided guidance to junior staff, fostering professional growth and development.
- Enforced company policies for a safe and productive work environment.
- Facilitated staff meetings, leading to improved collaboration.
- Collaborated with the manager to achieve organisational goals.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Handled high volume calls to address customer inquiries and concerns.
- Displayed energy and enthusiasm in fast-paced environment.
- Consistently arrived at work on time and ready to start immediately.
- Oversaw daily operations to achieve high productivity levels.
Deputy manager
Regal Homecare Ltd
Crawley, West Sussex
07.2017 - 02.2025
- Designed employee incentives and recognition schemes to achieve team targets.
- Drafted procedural statements and guidelines for company-wide use.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Supervised team members for optimal task completion.
- Managed daily operations for smooth running of the office.
- Collaborated with the manager to achieve organisational goals.
- Led and managed administrative staff to maintain smooth daily operations.
- Handled chemicals and waste in line with COSHH regulations.
- Increased customer satisfaction by resolving issues.
Registered manager
Classic Care Services Ltd
Crawley, West Sussex
08.2005 - 07.2017
- Led team meetings, fostering open communication and collaboration.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Conducted risk assessments to uphold safety standards.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Expertly translated safeguarding policies into practice within residential setting to enhance protection of service users.
- Continuously assessed quality of care services, implementing appropriate quality assurance processes in line with contractual and regulatory standards.
- Monitored health and safety measures for guaranteed compliance.
- Attended regular training to develop expertise in people management and care service provider regulations.
- Coordinated with external agencies for comprehensive client support services.
- Achieved NVQ Level 5 in Leadership and Management to build strategic planning and team coaching skills.
- Oversaw high standards of recruitment to meet service service demand and plans for future growth.
- Enhanced staff performance by conducting regular training sessions.
- Collaborated with multidisciplinary teams, resulting in coordinated care provision.
- Recruited and trained high-quality healthcare providers to perform best practices in home care.
- Facilitated in-house training programmes, enhancing staff competencies and skills.
- Registered with Care Quality Commission (CQC) for 5 years.
- Recruit qualified staff for optimal team performance.
- Supported team by demonstrating respect and willingness to help.
Education
GCSEs - Maths, English, Art, Geography, Sociology
Selhurst High School for girls
Thornton Heath, Croydon 09.1981 - 07.1984
NVQ Level 5 - Management
Vocational Care Solutions
Crawley, West SussexCertificate of Higher Education - Foot Health Practitioner
The Smae Institute
Maidenhead 04.2022 - 06.2024
RSA - Typing
Selhurst High School for girls
Thornton Heath, Croydon 09.1983 - 07.1984
Skills
- Quality control measures
- Effective delegation
- Time-management
- Risk Assessment
- Proactive approach
- Process Improvement
- Negotiation techniques
- Ethical conduct
- Emotional intelligence
- Report-writing
- Product knowledge and integration
- Facility management
- Positive attitude
- Inspiring motivation
- Department management
- Relationship-building
- Strategic thinking
- Risk Management
- Influential communication
- Conflict Resolution
- Microsoft office suite proficiency
- Client account management
- Product knowledge
- General office administration
- Client Relationship Management
- Communication proficiency
- Performance monitoring
- Outstanding customer service
- Leadership in diverse environments
- Complex resource management
- Analytical-thinking
- Technical communication
- Contract negotiations
- Interpersonal communication
- Public speaking
- Inventory control
- Sustainability initiatives
- Cultural sensitivity
- Effective communication
- Time efficiency
- Database management
- Crisis handling
- Customer engagement
- Quality Assurance
- Operational support
- Training and Development
- Computer literacy
- Intercultural competence
- Strong IT
- Regulatory requirements understanding
- Technical report writing
- Knowledge of regulatory standards
- Customer relationship management
- Bookkeeping
- Safety consciousness
- Interpersonal effectiveness
- Constructive criticism
Timeline
Deputy manager
Southern Counties Caring Ltd
03.2023 - Current
Certificate of Higher Education - Foot Health Practitioner
The Smae Institute
04.2022 - 06.2024
Deputy manager
Regal Homecare Ltd
07.2017 - 02.2025
Registered manager
Classic Care Services Ltd
08.2005 - 07.2017
RSA - Typing
Selhurst High School for girls
09.1983 - 07.1984
GCSEs - Maths, English, Art, Geography, Sociology
Selhurst High School for girls
09.1981 - 07.1984
NVQ Level 5 - Management
Vocational Care Solutions
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