Rutendo Gondo
Wallington
Summary
Highly skilled professional with expertise in account management, complaints handling & administrative leadership. Demonstrates exceptional interpersonal communication skills and a proactive approach to task planning and coordination. Proficient in Microsoft Office and various CRM systems, with a strong track record of outstanding customer service and effective upselling practices. Adept at cross-functional collaboration, ensuring seamless office operations while maintaining high standards of regulatory compliance. Holds First Aid certification, underscoring a commitment to workplace safety and well-being.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Complaints & Clinical Case Coordinator
MedGen Healthcare Recruitment
London, Surrey
2023.10 - Current
- Managing incoming/ongoing complaints & incidents & categorising risk from Safeguarding to low level
- Attending safeguarding meetings & following up with multidisciplinary teams & Local Authorities
- Completing Safeguarding investigations as per LADO regulations
- Ensuring care plans & risk assessments are up to date and available to all relevant parties
- Identifying learning needs to update internal processes following investigation conclusions
- Supporting other teams to follow implementation of changes in practice following lessons learnt from closed complaints & incidents management
- Conducting appraisals, staff meetings, interviews & welfare checks - number of interview varies depending on business needs
- Demonstrating resilience and composure under pressure for successful project outcomes.
- Handling administrative tasks, freeing up time for senior staff members.
- Coordinated project tasks for successful and timely completion.
Clinical Administrator
MedGen Healthcare Recruitment
2022.08 - 2023.10
- Conducting interviews for newly registered candidates & appraisals
- HCA, RMN and RGN checklist preparation for interviews/appraisals/risk assessments
- Audit preparation for several external regulatory bodies
- Ensure electronic/paper records are kept up to date
- Managing the team mailboxes & redirecting to relevant persons (clinical lead, clinical interviewer & complaints)
- Assist CTM with updating company clinical policies and procedures
- Responsible for supporting the Clinical Team with any administrative tasks
- Complied with all regulatory standards maintaining high level of professionalism in duties performed.
Participant
Reed In Partnership
2021.06 - 2022.08
- Job seeking + employment support
- Upskilling by taking various courses for professional growth
- Support with mental health, counselling + coping mechanisms
Account Manager
Merco Medical Staffing
2017.10 - 2019.04
- Account management and business development for the UK's largest 111 service providers nationwide
- Responsible for training, inductions, shift bookings, contracts, and day-to-day rota changes for 100+ nurses
- Maintaining strong and solid relationships with existing clients & candidates
- Administrative tasks - filtering emails, filing, organising, making travel arrangements
- Liaising with multidisciplinary team to ensure compliance is within guidelines
Assistant Account Manager
Merco Medical Staffing
2015.08 - 2017.10
- Portfolio management - solely responsible for a handful of select clients
- Maintaining good rapport with candidates and clients
- Rota management and a range of administrative tasks
- Managing Account Managers' diary & assisting with required tasks
Recruitment Assistant, Resourcer and Compliance Officer
Merco Medical Staffing
2014.05 - 2015.08
- Sourcing candidates via job boards, adverts, referrals, social media and internal database
- Screening/qualifying candidates for permanent & locum vacancies within the Private healthcare sector
- Ensure compliance documentation is in line with company policy
- Assisting two consultants with their portfolios & covering when needed
Recruitment Consultant
TEC Group International
2013.02 - 2014.02
- Prospecting via phone to identify potential candidates for UAE oil & gas contracts
- Sourcing candidates through job boards, adverts, referrals, social media, and internal database to match vacancy requirements
- Preparing targeted shortlists of CV's to required deadlines and specifications
- Managing candidate and client relationships throughout the hiring process
- Business Development & taking extensive briefs from clients
- Negotiating compensation salary packages
Education
VTCT Employability Course Level 1 -
Strive Training
Surrey 2020.01 - 2020.12
NVQ Level 3 - Customer Service
Hawk Training
Surrey 2013.02 - 2014.02
BTEC National Certificate - Business
Tolworth Girls Sixth Form
Surrey 2006.01 - 2008.01
GCSE's - Including Maths, English & Science
Tolworth Girls School
Surrey 2004.01 - 2006.01
Skills
- Client account management
- Administrative, Task Planning and Coordination
- Microsoft Office proficiency
- Proficient using various CRM systems
- Outstanding customer service
- Cross functional collaboration
- Administrative leadership
- Knowledgeable in Regulatory compliance
- Proactive approach
- First Aid certified
- Interpersonal Communication Skills
- Effective Upselling Practices
Certification
Various healthcare certifications such as Safeguarding Adults & Children Level 3; Complaints Handling, Mental Health Capacity & Awareness but not limited to
References
Available upon request
Timeline
Complaints & Clinical Case Coordinator
MedGen Healthcare Recruitment
2023.10 - Current
Clinical Administrator
MedGen Healthcare Recruitment
2022.08 - 2023.10
Participant
Reed In Partnership
2021.06 - 2022.08
VTCT Employability Course Level 1 -
Strive Training
2020.01 - 2020.12
Account Manager
Merco Medical Staffing
2017.10 - 2019.04
Assistant Account Manager
Merco Medical Staffing
2015.08 - 2017.10
Recruitment Assistant, Resourcer and Compliance Officer
Merco Medical Staffing
2014.05 - 2015.08
NVQ Level 3 - Customer Service
Hawk Training
2013.02 - 2014.02
Recruitment Consultant
TEC Group International
2013.02 - 2014.02
BTEC National Certificate - Business
Tolworth Girls Sixth Form
2006.01 - 2008.01
GCSE's - Including Maths, English & Science
Tolworth Girls School
2004.01 - 2006.01