Caring and empathetic I am passionate about having a positive impact and helping participants by providing expert support. Experience dealing with members of the public through various channels including face to face and always looking for ways to personalize assistance.
Hi, I’m
Nicole Gourdie
Bo'ness,Falkirk
Summary
Overview
12
years of professional experience
1
year of post-secondary education
Work History
Nightingale HomecareFalkirk
Professional Home Care Assistant
07.2023 - Current
Job overview
- Helping service users live in their homes independently for as long as possible
- Encouraged participation in social activities, promoting positive socialisation and community inclusion.
- Promoted comfort, dignity and respect by providing outstanding care assistance in toileting, bathing and personal hygiene.
- Maintained patient logs, keeping accurate records to measure progress against services received.
- Offered compassionate physical and emotional support to patients, enhancing overall health and wellbeing.
- Performed household tasks such as cleaning, vacuuming and cooking.
SRS Care SolutionsLivingston
Care Assistant
09.2022 - 07.2023
Job overview
- Assisting service users to live independently, helping with personal care, medication, food preparation and day to day activities.
- Minimised care continuity issues by keeping thorough, accurate records.
- Prepared healthy meals with additional mealtime planning, feeding and support.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Maintained high levels of client satisfaction by providing tailored, personalised care that consistently met individual needs.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Delivered high-quality care to clients with disabilities, achieving care plan objectives.
- Assisted in all aspects of personal care, retaining comfort and dignity.
Cairn HotelBathgate, West Lothian
Housekeeper
08.2021 - 01.2022
Job overview
- Cleaned and returned vacant rooms to guest-ready status within specified timeframes.
- Emptied bins regularly, carefully sorting waste and recycling to improve establishment sustainability.
- Delivered faultless cleanliness standards and exceptional guest care.
- Swept and vacuumed floors, hallways and stairwells, keeping public areas immaculately well-presented.
- Serviced bathrooms with fresh supplies and regular cleaning.
- Maintained well-stocked trolleys with complete cleaning, linen and comfort supplies, enabling efficient room turnarounds between guests.
- Interacted positively and professionally with residents, maintaining excellent service standards.
Ion Care and Support Services Ltd, West Lothian
Care Assistant
03.2021 - 08.2021
Job overview
- Maintained confidentiality and compliance standards for optimised patient care.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Prepared healthy meals with additional mealtime planning, feeding and support.
- Maintained high levels of client satisfaction by providing tailored, personalised care that consistently met individual needs.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
SkyLivingston
Customer Service Advisor
03.2017 - 03.2021
Job overview
- Established positive relationships with clients by going extra mile to build rapport.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered detailed advice on product and service benefits.
- Registered and updated accurate customer information on database.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Escalated complex issues in line with internal best practices for swift resolution.
- Tracked orders and processed refunds for new and existing customers.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Toys R UsLivingston
Sales Advisor/Cashier
11.2012 - 03.2017
Job overview
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Established customer purchasing needs, offering personalised guidance with product and accessory selection.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Provided high levels of in-store service, promptly resolving complaints to maintain customer satisfaction.
- Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
- Maximised sales opportunities by regularly replenishing stock levels of recently sold products.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
- Delivered outstanding customer experiences through attentive care and faultless service.
- Understood store goals and used upselling and cross-selling techniques to achieve targets.
- Ordered out-of-stock items for customers to retain store profits.
- Signed customers up to brand loyalty schemes, increasing repeat store spending.
- Maintained store standards to uphold clean, professional appearances.
AsdaArmadale
Store Colleague
06.2013 - 12.2013
Job overview
- Collected newspapers from 'returns bin' at the start of each day, setting them on shop floor according to the floor plan and checking off according to delivery invoice
- Packaged any newspapers or magazines to be returned, recording them on returns sheet and putting them in 'returns bin'
- Putting stock from my department onto shop floor showing excellent customer service at all times.
NextLivingston
Sales Associate
09.2012 - 01.2013
Job overview
- Made customers aware I was there to help them, ensured customer's needs were met quickly, collected directory parcels for customer and ensured they have proof of identity, checked if there were any available sizes the customer was looking for and go to the stock room to get them, ensured fitting rooms were tidy and counted items customers took in and out of the fitting room, getting them other sizes if needed
- Took calls from other stores and customers keeping a friendly manner, processed customers items through the till ensuring all tags were removed and clothes were folded neatly into a bag, took money from customer and ensured correct change was given, ensured the shop floor was tidy at all times and clothes were in size order, processed any directory returns making sure the correct label was put onto the parcel, worked out of opening hours helping kimble sales tickets to clothes and laying them out on the shop floor, displayed excellent customer service at all times.
Stocking Fillers
Sales Assistant
11.2011 - 01.2012
Job overview
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Accepted and processed cash and card payments.
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Worked on my own, majority of the time, opening and closing the stall.
Education
West Lothian CollegeLivingston
Higher National Certificate from Social Services
08.2022 - 06.2023
University Overview
West Lothian CollegeLivingston
PDA from Pupil Support Assistant
01.2022 - 06.2022
University Overview
Whitburn AcademyWest Lothian
Standard Grade from English, Mathematics, Social and Vocational Skills, Chemistry, Drama
University Overview
Whitburn AcademyWhitburn
Intermediate 2 from Computing, Hospitality
2011
University Overview
Skills
- Customer Service
- Written and verbal communication
- Email and live chat support
- Self-Motivated
- Problem Solving
- Data confidentiality
- Rapport building
- Inbound call handling
Additional Information
Additional Information
- Eligible to work in the UK: Yes
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not the key to happiness. Happiness is the key to success. If you love what you are doing, you will be successful.
Timeline
Professional Home Care Assistant
Nightingale Homecare
07.2023 - Current
Care Assistant
SRS Care Solutions
09.2022 - 07.2023
West Lothian College
Higher National Certificate from Social Services
08.2022 - 06.2023
West Lothian College
PDA from Pupil Support Assistant
01.2022 - 06.2022
Housekeeper
Cairn Hotel
08.2021 - 01.2022
Care Assistant
Ion Care and Support Services Ltd
03.2021 - 08.2021
Customer Service Advisor
Sky
03.2017 - 03.2021
Store Colleague
Asda
06.2013 - 12.2013
Sales Advisor/Cashier
Toys R Us
11.2012 - 03.2017
Sales Associate
Next
09.2012 - 01.2013
Sales Assistant
Stocking Fillers
11.2011 - 01.2012
Whitburn Academy
Standard Grade from English, Mathematics, Social and Vocational Skills, Chemistry, Drama
Whitburn Academy
Intermediate 2 from Computing, Hospitality
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