Samantha Stephenson

• Worked extensively under pressure during peak hours without compromising service quality.
• Maintained a polite and professional telephone manner, enhanced company reputation.
• Escalated complex issues to senior management when necessary, ensured comprehensive solution provision.
• Collaborated effectively with team members to meet service goals.
• Recorded details of all interactions into the CRM system accurately, ensured data integrity.
• Conducted follow-up calls with customers post-resolution, confirmed their satisfaction.
• Assisted customers in navigating company website, improved user experience.
• Handled sensitive information confidentially, upheld data protection regulations.
• Utilised excellent communication skills to enhance customer relations.
• Enhanced customer loyalty by delivering exceptional service at all times.
• Improved customer satisfaction by providing timely and effective solutions to queries.
• Actively listened to customers to quickly identify needs and proactively enhance their brand experience.
• Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
• Delivered first class customer service, prioritising empathy, patience and building rapport.
• Demonstrated excellent customer service and rapport building skills by phone and through written correspondence.
• Routinely met or surpassed agreed personal productivity targets to achieve the highest number in the team month on month.
• Utilised databases, tools, applications and operating systems with accuracy.
• Captured customer data, entering and updating relevant information on company system to maximise data accuracy.
• Recorded and processed customer data accurately.
• Offered prompt solutions to maintain customer satisfaction.
• Listened actively to offer accurate information and best solution to their needs.
• Maintained excellent client satisfaction by providing in-depth support.

During my role as an assessor within the reablement team my case load was averagely 20 clients with varying complex needs. Many had either just had a period of ill health with a period of admission in hospital, or we are working with them to prevent hospital admission.

The role was fast paced and the clients needs changed very quickly and we had to respond in a timely and comprehensive manner. We worked with them for up to 6 weeks to try and support them to regain their independence and return to their baseline of care needs prior to the illness/admission.

Some of my duties/experience within this role were as follows;

• Conducted comprehensive assessments to evaluate individual needs for community reablement services.
• Developed personalised support plans in collaboration with clients and their families to enhance well-being.
• Facilitated multidisciplinary team meetings to ensure coordinated care and support for service users.
• Monitored progress of clients and adjusted care plans to reflect changes in their circumstances and needs.
• Developed strong relationships with external agencies to promote community resources and support networks.
• Implemented client-centered approach, responding empathetically to immediate needs while consistently seeking long-term solutions.
• Assessed individual care needs by conducting comprehensive evaluations and collaborating with multidisciplinary teams.
• Developed tailored care plans that addressed specific needs and preferences of clients to enhance overall well-being.
• Reviewed and updated care assessments regularly to reflect changes in client conditions and requirements.
• Provided ongoing support and guidance to clients and their families regarding available care options and resources.
• Coordinated with external agencies to secure additional services and resources for clients to improve their care experience.
• Developed personalised care plans to support individuals in regaining independence.
• Collaborated with multidisciplinary teams to assess client needs and progress.
• Implemented strategies to promote client engagement and motivation during sessions.
• Monitored and evaluated client outcomes to ensure effectiveness of interventions.
• Conducted risk assessments to ensure safety and wellbeing of clients in care.
• Advocated for clients' rights and preferences within the reablement framework.
• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Successfully delivered on tasks within tight deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supported team by demonstrating respect and willingness to help.

This role was as an unqualified social worker/case coordinator within Adult Social Services

I had an average case load of 30 clients with a range of complex needs.

My role covered the following;

• Coordinated care plans for clients by collaborating with healthcare providers and support services.
• Managed client records and documentation using electronic social care record systems to ensure accuracy.
• Facilitated communication between clients, families, and healthcare teams to address concerns and needs.
• Communicated effectively with clients, improving understanding and satisfaction.
• Assessed client needs to develop individualised care plans.
• Maintained detailed records, ensuring accurate documentation.
• Prioritised tasks efficiently, managing time effectively.
• Carried out day-to-day duties accurately and efficiently.
• Responded efficiently to day-to-day changes in care and support packages.
• Maintained confidential case documentation in line with data protection regulations.
• Partnered with external support networks to deliver holistic client care.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Supported team by demonstrating respect and willingness to help.

I worked in a team of 8 and together we completed direct payment set ups for both agency and personal assistants.

I assisted individuals in understanding the direct payment processes and requirements. I supported brokerage activities by liaising with service users and providers.

Together with the service user we developed a support plan which was person centred and met their individual needs.

I conducted research on available services to inform clients and enhance support.

I wrote detailed reports, aiding in case documentation. Maintained strict confidentiality through careful and correct storage of case documents, in line with internal policies.

I worked diligently under pressure whilst preserving high-quality output.

I was part of a team of 4 that dealt with all incoming calls to Reading Adults Social Services Team.

We triaged all referrals and prioritised the individuals needs, placing them on a waiting list for an assessment to be completed.

We then rang each individual on the waiting list and completed a full assessment of need and established whether some equipment, or an adaptation would support the individual to regain independence and ensure their safety within their own home. If it was a minor adaptation then we were able to order equipment and rails for delivery and installation with a 5 day completion target.

We offered alot of information and signposting to various organisations and support groups to help with issues around social isolation and carers breakdown.

If they required a package of care then we could arrange up to 2x care visits a day based on our telephone assessment and this would go through the chains of management for agreement with a member from the long term team going out to review them within 14 days to see if this was suitable.

This was a fast paced role with lots of complex issues raised. We were often dealing with family members that were both stressed and anxious and we had to implement effective communication strategies to enhance engagement. We provided support during high pressure situations, contributing to successful crisis management.

I managed and prioritised a varied and busy workload to meet deadlines, whilst using databases and information systems, to ensure I maintained accurate and accessible records. I always maintained high standards of accuracy and quality in recordkeeping.

I worked as a homecare coordinator, with a team of 20 carers. The carers worked a range of shifts covering days, evenings and weekends.

As part of my role I scheduled all care calls, ensuring continuity of care for all clients. I responded quickly and effectively to any absence that required a shift to be covered.

I completed all risk assessments of the home prior to the carers completing their first visit.

Completed manual handling training with all care staff, as well as carrying out regular supervisions and identified training needs.

I handled emergency situations calmly, ensuring the safety of all involved.

Maintained detailed records, ensuring accurate documentation.

I responded efficiently to day-to-day changes in care and support packages, whilst ensuring compliance with health and safety regulations, maintaining safe working environment.

Adhered to health and safety requirements in all aspects of care.

At the start of my time in this role I provided care for a toddler and twin babies, by the time I left the toddler had started school and the twins were toddlers.

My duties were to provide day to day care for the 3x children, ensuring that they were thriving, physically, emotionally and mentally.

I have experience as follows;

• Provided attentive care for children, ensuring safety and promoting developmental activities.
• Organised age-appropriate educational games and creative projects to stimulate learning.
• Developed strong relationships with families through effective communication and feedback.
• Managed multiple schedules, coordinating activities and playdates to enhance social skills.
• Implemented behavioural strategies to encourage positive interactions and emotional growth.
• Monitored children's progress, reporting any concerns regarding health or development to parents.
• Created a nurturing environment that fostered independence and confidence in children.
• Prepared nutritious meals for improved health.
• Handled emergencies efficiently under pressure-prioritising child safety above all else.
• Managed challenging behaviours calmly, promoting emotional maturity in children.
• Assisted children with personal hygiene tasks for improved health and cleanliness standards.
• Promoted good behaviour through positive reinforcement strategies.
• Fostered a nurturing environment with engaging, age-appropriate activities.
• Developed strong rapport with the children, fostering a trusting relationship.
• Supported childhood development with educational games and outdoor activities.
• Communicated regularly with parents about daily activities and behaviours observed-maintaining transparency in care provided.
• Developed strong bonds with children through compassionate verbal and physical interaction.
• Developed creative games and activities, providing opportunities for learning and development of core skills.
• Modelled appropriate social behaviours, promoting empathy, kindness and concern for others.
• Promoted social skills such as excellent manners and sharing to encourage polite, well-rounded attitudes in children.
• Sparked creativity and imagination by helping children discover new things through play.
• Encouraged children to express themselves confidently by cultivating safe, stimulating environments.
• Taught children safe behaviour while crossing streets, using climbing frames and cycling.

My role was as Deputy Manager at this day nursery and I supported the manager in the day to day running of the business.

My duties were as follows;

• Developed engaging educational activities that stimulated children's learning and creativity.
• Supervised daily routines ensuring safety and wellbeing of children at all times.
• Collaborated with parents to address concerns and provide updates on children's progress.
• Implemented behaviour management strategies promoting positive interactions among children.
• Maintained cleanliness and organisation of play areas and educational materials.
• Trained and mentored new staff on nursery policies and best practices in childcare.
• Conducted regular assessments of children's developmental milestones and needs.
• Organised special events and activities that enhanced community involvement in nursery.
• Carried out day-to-day duties accurately and efficiently.
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Supported team by demonstrating respect and willingness to help.
• Consistently arrived at work on time and ready to start immediately.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Cleaned work areas and equipment to maintain faultless hygiene standards.
• Increased customer satisfaction by resolving issues.
• Improved efficiency and productivity by acquiring new skills.
• Completed duties to deliver on targets with accuracy and efficiency.
• Displayed energy and enthusiasm in fast-paced environment.
• Applied positive customer service approach to increase satisfaction levels.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Oversaw daily operations to achieve high productivity levels.

My role was manager of the domiciliary care agency.

My experience gained during this role is as follows;

• Led development and implementation of tailored care plans for clients with diverse needs.
• Coordinated training sessions for care staff, ensuring compliance with best practices and regulations.
• Conducted regular assessments of care quality and service delivery to identify areas for improvement.
• Oversaw recruitment and retention strategies for care staff, fostering a positive working environment.
• Collaborated with healthcare professionals to ensure holistic care for clients and effective communication.
• Addressed client concerns and feedback promptly, enhancing satisfaction with care services provided.
• Developed and maintained relationships with community organisations to promote awareness of care services.
• Fostered a supportive work environment through regular staff training sessions.
• Liaised frequently with families of clients to keep them abreast of their loved ones' wellbeing.
• Ensured continuous professional development of staff through relevant trainings and seminars.
• Ensured high-quality care by regularly reviewing and improving care plans.
• Maintained team morale for improved patient satisfaction.
• Conducted performance appraisals to motivate employees towards delivering top-notch services.
• Effectively handled complaints with prompt resolution strategies, thus maintaining satisfactory customer relations.
• Coordinated with healthcare professionals for comprehensive client care planning and implementation.
• Managed rosters effectively to ensure seamless service delivery.
• Collaborated with multidisciplinary teams to offer holistic care approach for clients.
• Implemented robust safeguarding measures for enhanced client protection.
• Facilitated client assessments for personalised care plan development.
• Streamlined communication channels within team, resulting in better coordination and efficiency.
• Led the recruitment process, ensuring only competent caregivers were employed.
• Upheld regulatory compliance with thorough record-keeping and reporting.
• Built positive, productive client relationships for enhanced social support.
• Attended regular training and supervision workshops for improved service user support.
• Maintained confidential case documentation in line with data protection regulations.
• Kept detailed, accurate records for well-maintained care continuity between support staff.
• Responded proactively to changing circumstances for optimised service user care.
• Used assessment findings to action necessary care plan adaptations.

During these years I was a private nanny for several families, providing care for families with multiple children, including a family with triplet boys aged 2.

I have experience as follows;

• Provided attentive care for children, ensuring safety and promoting developmental activities.
• Organised age-appropriate educational games and creative projects to stimulate learning.
• Developed strong relationships with families through effective communication and feedback.
• Managed multiple schedules, coordinating activities and playdates to enhance social skills.
• Implemented behavioural strategies to encourage positive interactions and emotional growth.
• Monitored children's progress, reporting any concerns regarding health or development to parents.
• Created a nurturing environment that fostered independence and confidence in children.
• Prepared nutritious meals for improved health.
• Handled emergencies efficiently under pressure-prioritising child safety above all else.
• Managed challenging behaviours calmly, promoting emotional maturity in children.
• Assisted children with personal hygiene tasks for improved health and cleanliness standards.
• Promoted good behaviour through positive reinforcement strategies.
• Fostered a nurturing environment with engaging, age-appropriate activities.
• Developed strong rapport with the children, fostering a trusting relationship.
• Supported childhood development with educational games and outdoor activities.
• Communicated regularly with parents about daily activities and behaviours observed-maintaining transparency in care provided.
• Developed strong bonds with children through compassionate verbal and physical interaction.
• Developed creative games and activities, providing opportunities for learning and development of core skills.
• Modelled appropriate social behaviours, promoting empathy, kindness and concern for others.
• Promoted social skills such as excellent manners and sharing to encourage polite, well-rounded attitudes in children.
• Sparked creativity and imagination by helping children discover new things through play.
• Encouraged children to express themselves confidently by cultivating safe, stimulating environments.
• Taught children safe behaviour while crossing streets, using climbing frames and cycling.