Nicole Holding

• Demonstrate exceptional attention to detail when handling sensitive patient information and processing clinical specimens, maintaining confidentiality and accuracy at all times.
• Process high volumes of incoming biological samples, including unpacking, scanning, checking, registering and identifying discrepancies in labelling or patient information.
• Utilise Laboratory Information Management Systems (LIMS) to accurately record, track and support the processing of patient specimens.
• Maintain a clean and sterile laboratory environment to minimise contamination risks and support safe specimen processing.
• Follow established quality-control procedures and laboratory protocols to maintain accuracy, reliability and consistency of results.
• Adhere to health and safety procedures when handling biological and hazardous materials, including appropriate storage, use and disposal of chemicals and clinical waste.
• Perform routine laboratory cleaning and disinfection, including work surfaces and equipment, in accordance with infection prevention and control requirements.
• Sterilise laboratory equipment and carried out routine checks to ensure appropriate standards of cleanliness, safety and operational readiness were maintained.
• Manage laboratory waste safely and appropriately, including hazardous materials, in line with relevant regulations and organisational procedures.
• Demonstrate effective teamwork, clear communication and professional conduct while supporting efficient day-to-day laboratory operations.

• Maintain strict patient confidentiality in accordance with NHS information governance and data protection requirements.
• Follow infection prevention and control procedures to maintain a safe environment for patients, staff and visitors.
• Maintain a high standard of cleanliness across wards, theatres and recovery areas in accordance with clinical hygiene requirements.
• Provide direct patient support, promoting comfort, dignity, privacy and wellbeing throughout the patient journey.
• Safely escort patients to diagnostic tests and procedures, providing reassurance and maintaining their dignity and comfort.
• Assisted bed-bound patients with personal hygiene and activities of daily living while promoting independence wherever appropriate.
• Observed patients' physical condition and behaviour, promptly reporting changes or concerns to the appropriate clinical team.
• Maintain accurate and timely clinical documentation relating to patient care and procedures.
• Clean and disinfect theatres and recovery areas before and after operating sessions, following infection prevention protocols.
• Sterilise and sanitise clinical equipment and accessories in accordance with established procedures.
• Checked patient identification and completed required safety and checking procedures accurately before procedures.
• Work effectively within multidisciplinary teams, communicating clearly and professionally with clinical and support staff.
• Supported peri-operative care by following relevant policies, procedures and personal protective equipment requirements.
• Maintain appropriate stock levels by rotating supplies, checking availability and restocking theatre and clinical areas.
• Follow peri-operative care plans and associated documentation to support accurate patient records and continuity of care.
• Safely labelled, handled and transported clinical specimens, including soft-tissue specimens, in accordance with departmental procedures.
• Supported bone bank booking-in processes, ensuring specimens and associated documentation were handled accurately and safely.

• Maintain high standards of cleanliness across clinical and non-clinical areas, supporting a safe and hygienic environment for patients, visitors and staff.
• Follow NHS National Specification of Cleaning Standards, departmental policies and procedures to ensure cleaning duties were completed consistently and to the required standard.
• Apply COSHH requirements when safely handling, storing and using cleaning chemicals and other hazardous substances.
• Clean and disinfect operating theatres, recovery areas, clinical spaces and frequently touched surfaces in accordance with infection prevention and control requirements.
• Correctly apply the NHS national colour-coding system when carrying out cleaning duties to minimise the risk of cross-contamination.
• Safely emptied, cleaned and handled clinical and general waste bins, transporting waste securely to designated disposal areas in accordance with waste management procedures.
• Ensured cleaning equipment and materials were cleaned, stored and maintained safely after use and reported any defects or concerns appropriately.
• Maintained required standards of cleanliness during busy periods while prioritising tasks effectively and working efficiently within allocated time frames.
• Reporting of hazards, environmental concerns, equipment issues and customer-related matters promptly to the appropriate supervisor or team leader.
• Work cooperatively with clinical, domestic and support teams to maintain safe, clean and patient-focused environments.
• Support compliance with environmental cleanliness requirements assessed through audits and relevant NHS quality standards, including PLACE principles.
• Demonstrated excellent attention to detail when cleaning high-risk clinical areas, helping to reduce contamination and support patient safety.

Transport for Greater Manchester (TfGM)
Progressed through three roles with increasing responsibility across operational, customer-facing and customer support functions.

• Manage a high volume of customer enquiries through telephone, email, written correspondence, social media and other TfGM communication channels.
• Provide accurate and professional information across Greater Manchester's integrated transport network, including travel, tickets, passes, memberships, products and programmes.
• Investigated and resolved customer enquiries, complaints and service requests, escalating complex cases appropriately to achieve positive outcomes.
• Maintain a strong customer-focused approach while representing TfGM professionally and ensuring a positive experience for customers and stakeholders.
• Work closely with internal departments to coordinate responses, resolve issues and improve operational efficiency.
• Supported the implementation and administration of Smart Ticketing processes.
• Handled sensitive customer and concessionary travel information in accordance with the Data Protection Act and TfGM information-handling requirements.
• Maintained accurate casework and customer records relating to passes, permits, complaints and enquiries.
• Developed detailed knowledge of TfGM transport services, ticketing products and concessionary travel schemes to provide effective advice and support.

• Provided comprehensive customer support and journey-planning assistance across multiple modes of transport throughout Greater Manchester.
• Developed and maintained detailed knowledge of TfGM ticketing, concessionary travel schemes and associated products to provide accurate information to customers.
• Process of ENCTP pass renewals and accurately updated customer details and records.
• Handled customer enquiries and complaints professionally, resolving issues where possible and escalating matters appropriately when required.
• Ensure current timetable information was accurately ordered, displayed and readily available to customers.
• Maintain of accurate cash-handling procedures, including daily cash-float checks and completion of monthly audit documentation.
• Completed accurate accident and incident reports in accordance with organisational procedures.
• Maintained a professional, welcoming and customer-focused environment while dealing with a wide range of customer needs.

• Worked across multiple bus station sites, maintaining a safe, clean and welcoming environment for passengers, staff and visitors.
• Followed health and safety procedures and carried out routine checks to identify and report hazards, faults and maintenance requirements.
• Performed minor repairs and general janitorial duties to support the safe and effective operation of bus station facilities.
• Completed accurate logbook entries covering anti-social behaviour, safeguarding concerns, accidents, incidents, driver faults, maintenance work and operational checklists.
• Use of CCTV and other surveillance equipment, including body-worn/head cameras, in accordance with relevant procedures and codes of practice.
• Maintained a visible presence across bus stations, providing reassurance and assistance to passengers and responding appropriately to incidents.
• Provide general passenger support, including responding to enquiries, providing travel information and dealing professionally with complaints.
• Conduct site inductions for visitors, ensuring they understood relevant site procedures, safety requirements and expectations.
• Report operational, safety and security concerns promptly to the appropriate teams.

• Used excellent communication and interpersonal skills to provide customers with accurate and detailed product information and recommendations.
• Assisted customers with product selection by identifying their needs and providing appropriate advice to support a positive shopping experience.
• Deliver high-quality customer service, responding promptly to enquiries and resolving customer needs professionally.
• Provided effective after-sales support, maintaining a professional and helpful approach throughout the customer journey.
• Maintain a strong awareness of customer preferences and purchasing trends to support effective product recommendations and service.
• Replenished stock promptly to maintain product availability and ensure shelves remained fully presented.
• Maintained clean, organised and attractive product displays, contributing to a welcoming and professional store environment.
• Supported the training and induction of new team members, sharing product knowledge and encouraging a positive and collaborative working environment.
• Handling of cash and customer transactions accurately and efficiently, completing end-of-shift cash reconciliation in accordance with company procedures.
• Worked effectively during busy trading periods, managing competing priorities while maintaining high standards of customer service and accuracy.

• Managed day-to-day store operations while maintaining high standards of customer service, product quality, food safety and workplace safety.
• Oversaw the full ice cream production process, including mixing, churning and pasteurisation, ensuring products consistently met established quality standards.
• Developed bespoke and seasonal ice cream flavours in response to customer preferences and market trends, regularly updating the menu.
• Maintained strict food hygiene, health and safety and food storage standards to ensure safe handling and preservation of ingredients and finished products.
• Operated production machinery safely and correctly, following established procedures to minimise the risk of accidents and equipment-related incidents.
• Conducted regular quality checks and taste tests to maintain consistency, freshness and product quality.
• Managed ingredient purchasing and worked closely with suppliers to source high-quality raw materials and ensure timely deliveries.
• Monitored stock and inventory levels, identifying purchasing requirements and reducing the risk of shortages, overstocking and waste.
• Streamlined production processes to improve operational efficiency while maintaining product quality and customer service standards.
• Recruited, trained and supported new staff, ensuring employees understood operational procedures, food safety requirements and expected service standards.
• Maintained up-to-date knowledge of health and safety requirements and ensured compliance across the team.
• Handled cash transactions accurately and maintained financial controls to minimise discrepancies during daily trading.
• Remained calm and effective during busy peak periods, managing competing priorities without compromising customer service, safety or product quality.
• Maintained high standards of cleanliness and hygiene across production, storage and customer-facing areas.
• Built positive customer relationships by responding to individual requirements and delivering a consistently high standard of service.

• Collaborated effectively with team members to achieve sales targets while maintaining consistently high standards of customer service.
• Provided personalised product recommendations by identifying customers' needs, preferences and concerns and offering appropriate advice.
• Quickly developed knowledge of new products, features and promotions to provide customers with accurate and comprehensive guidance.
• Maintained awareness of current promotions and offers, helping customers make informed purchasing decisions.
• Trained and supported new team members, sharing product knowledge and promoting a positive, collaborative working environment.
• Managed stock availability through daily inventory checks, timely replenishment and accurate stock control procedures.
• Identified and investigated stock discrepancies, helping maintain accurate inventory records and product availability.
• Maintained clean, organised and attractive shop-floor displays in line with company standards.
• Provided effective after-sales support, responding professionally to customer queries and contributing to customer satisfaction and repeat business.
• Managed multiple responsibilities simultaneously during busy trading periods while maintaining attention to detail and high-quality customer care.
• Remained calm and professional under pressure, supporting smooth store operations during peak trading periods.
• Handled cash transactions efficiently and accurately, completing end-of-shift reconciliation in accordance with company procedures.
• Followed company age-verification procedures by requesting and checking appropriate identification for age-restricted products.
• Demonstrated strong awareness of customer behaviour and purchasing trends to support effective product recommendations and service.
• Maintained a welcoming and professional store environment through effective teamwork, communication and attention to presentation.