Rachel McCabe
Southend-On-Sea
Summary
Hardworking Patient Experience Coordinator dedicated to efficient and effective collaboration between care teams, patients and families. Outgoing professional with collaborative and flexible approach to reaching mutually-beneficial resolutions. Seeking to build on existing skills and gain experience, knowledge, and development in obtaining new abilities in which to contribute effectively to a potential employer and enhance own career prospects and path.
Overview
11
11
years of professional experience
Work history
Customer care agent
Numan
08.2025 - Current
- Maintained thorough knowledge of products and services for informed responses.
- Recorded all interactions diligently, ensuring transparency in operations.
- Addressed queries via email, live chat, and telephone leading to timely solutions.
- Provided technical support, enhancing user experience significantly.
- Handled inbound calls to provide product information and assistance.
- Liaised between customers and management to expedite issue resolution processes.
- Leveraged a range of systems during daily operations, including Intercom, Customer.io, Brevo, Notion, Slack, and Medex.
- Maintained confidentiality of sensitive information, adhering strictly to GDPR regulations.
- Streamlined communication processes with medical staff to improve patient care.
Patient Experience Specialist
Optimale
London
11.2022 - 11.2025
- Facilitated client interactions by resolving inquiries through phone, email, and live chat.
- Leveraged various online platforms including Salesforce, Zendesk, Xero, Chargebee, Asana, Excel, and Slack daily.
- Managed a database of patient information and frequently used computerised systems to track details.
- Managed medical records in accordance with data protection standards.
- Stayed informed on latest health care advancements through regular training.
- Handled payment responses and ensured proper account crediting.
- Developed best practices to optimise department workflow.
Patient Experience & Diagnostics Coordinator
Doctor Care Anywhere
London
06.2021 - 11.2022
- Maintained timely uploads and organisation of results portals within SLA parameters.
- Coordinated with facilities and departments to ensure seamless patient discharge.
- Coordinated several systems simultaneously to deliver swift service.
- Cultivated positive and productive professional connections.
- Explored and created new ways to resolve problems with processes, technology, or team members to improve overall efficiency.
Waitress
The Rose Restaurant
Southend-On-Sea, Essex
03.2020 - 01.2021
- Recorded orders and partnered with team members to serve food and beverages accurately and efficiently.
- Completed opening and closing checklists according to set standards.
- Maintained facility compliance with health codes, sanitation requirements, and licence regulations.
- Upsold, cross-sold, and recommended additional items to customers to increase restaurant sales.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
Cashier
Star Amusements
Southend-On-Sea, Essex
09.2017 - 03.2020
- Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
- Worked closely with front-of-house staff to facilitate positive customer experiences.
- Maintained high productivity by efficiently processing cash, credit and debit payments.
- Completed cross-training to provide support across multiple departments, maintaining smooth store operations during busy periods.
- ·Responsible for opening/closing and distributing keys to machinery.
Sales Assistant
Wilkinson
Southend-On-Sea, Essex
09.2016 - 09.2017
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
- Encouraged add-on purchases by practising rewarding upselling and cross-selling techniques.
- Performed closing duties such as cleaning windows and floors, securing shop premises and cashing-up tills.
Preschool Assistant
Sandpiper Preschool
Southend-On-Sea, Essex
07.2014 - 09.2016
- Cleared away promptly after lunch, fully cleaning and packing away tables and rearranging play areas.
- Created eye-catching, engaging wall displays, creating positive, productive learning environments.
- Worked with continued energy and enthusiasm to provide positive, welcoming nursery environments.
Education
GCSEs - GCSE
Futures Community College
Southend-on-Sea, SOSSkills
- Effective Customer Service skills
- Effective Team Player
- Excellent eye-for-detail
- Responsible & Professional
- Time-Management Skills
- Health & Safety Awareness
- Organised & efficient
- Enthusiastic & Keen
- Data entry proficiency
- Responsive listening
- Knowledge of GDPR
- Multitasking capability
- Excellent telephonic manner
Skills
- Problem Solver
- Excellent Communication Skills
Timeline
Customer care agent
Numan
08.2025 - Current
Patient Experience Specialist
Optimale
11.2022 - 11.2025
Patient Experience & Diagnostics Coordinator
Doctor Care Anywhere
06.2021 - 11.2022
Waitress
The Rose Restaurant
03.2020 - 01.2021
Cashier
Star Amusements
09.2017 - 03.2020
Sales Assistant
Wilkinson
09.2016 - 09.2017
Preschool Assistant
Sandpiper Preschool
07.2014 - 09.2016
GCSEs - GCSE
Futures Community College