Summary
Overview
Work history
Education
Skills
Timeline
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Sheila Marshall

Ross On Wye ,Herefordshire

Summary

I pride myself in getting to know my team on an individual level and tailor make safe and productive working environments, since I started my career which involved supervising staff and being accountable for their needs and wellbeing, I have developed a person interest in ensuring staff have the tools and skill set they require along with my support to achieve a healthy and happy work life balance whilst maintaining boundaries of an efficient workforce. I am an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations and relationship-building skills. I am proficient in using independent decision-making skills and sound judgment to positively impact success. I am dedicated to applying training, coaching, monitoring and morale-building abilities to enhance employee engagement and boost performance.


Overview

14
14
years of professional experience
5
5
years of post-secondary education

Work history

Deputy General Manager

NHS Wye Valley Trust
Hereford, Herefordshire
07.2022 - Current
  • Implemented effective customer service procedures to encourage positive feedback.
  • Set policies and processes for supporting mental health at work.
  • Developed and maintained strong relationships with HR and Occupational Health when managing work related stress within the workforce.
  • Review and adapt working policies related to Health, safety and wellbeing when working from home
  • Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.
  • Coached and developed new employees by monitoring individual performance, conducting appraisals and providing meaningful feedback.
  • Oversaw recruitment and selection process in collaboration with General Manager within Outpatient department and Patient Access
  • Implemented project management including Envoy Text service, E-Referral and Electronic Patient Record System.
  • Assisted General Manager to ensure division consistently achieved or surpassed annual financial targets.
  • Led team meetings to maximise staff engagement and communicate monthly KPI, procedure updates and quality standard control.
  • Strategically delegated tasks and influenced executive level decision-making.


Team Leader

NHS Wye Valley Trust
Hereford , Herefordshire
03.2018 - 07.2022
  • Provided leadership and direction for employees, supervising workloads to drive productivity and efficiency.
  • Professionally handled difficult patient complaints and objections to maintain first-class customer service standards.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Fostered positive employee relationships through communication, training and coaching.
  • Led shifts and motivated team to meet NHS England KPI deadlines.
  • Promoted professionalism and effective communication among staff to develop productive relationships.
  • Maintained accurate employee records and updates on performance, absence and HR conversations.
  • Trained and empowered staff to resolve complaints appropriately to maintain patient satisfaction.

Clinic Co-ordinator

NHS Wye Valley Trust
Hereford , Herefordshire
07.2011 - 03.2018
  • Managed clinic diary bookings and updated calendars for efficient service planning.
  • Responded to personalised patient needs for targeted condition treatment and management.
  • Reviewed performance and implemented training to enhance strengths and reduce weaknesses.
  • Updated patient records with current, accurate information for excellent care continuity.

Receptionist

2Gether NHS Trust
Ross On Wye , Herefordshire
09.2009 - 07.2011
  • Answered Service User telephone calls, compiling detailed notes and promptly forwarding as required to Mental Health Professionals.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Greeted incoming patients in a professional manner and provided friendly, knowledgeable assistance.
  • Provided clerical support to colleagues, including copying, faxing and file management.
  • Reorganised filing system to reduce file location times.
  • Scheduled meetings and patients appointments
  • Agenda and minute taker for MDT Mental Health Team.

Education

NVQ Level 4 - Business Management

Riverside Training
Hereford, Herefordshire
09.2018 - 06.2022

Mental Health First Aider

NHS Wye Valley Trust
Hereford
06.2022 -

A-Levels - Advanced Secretarial Skills

Hereford Sixth Form College
Hereford
09.2008 - 09.2009

GCSEs - Maths, English, Science, ICT

John Kyrle High School and Sixth Form Centre Academy
Ross-on-Wye
09.2008 -

Skills

  • Coaching and mentoring
  • Organised and efficient
  • Staff development
  • Exceptional interpersonal communication
  • Leadership and team building
  • High-value project management
  • Human resources management
  • Stakeholder relations

Timeline

Deputy General Manager

NHS Wye Valley Trust
07.2022 - Current

Mental Health First Aider

NHS Wye Valley Trust
06.2022 -

NVQ Level 4 - Business Management

Riverside Training
09.2018 - 06.2022

Team Leader

NHS Wye Valley Trust
03.2018 - 07.2022

Clinic Co-ordinator

NHS Wye Valley Trust
07.2011 - 03.2018

Receptionist

2Gether NHS Trust
09.2009 - 07.2011

A-Levels - Advanced Secretarial Skills

Hereford Sixth Form College
09.2008 - 09.2009

GCSEs - Maths, English, Science, ICT

John Kyrle High School and Sixth Form Centre Academy
09.2008 -

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Sheila Marshall