Summary
Overview
Work history
Education
Skills
Timeline
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Stacey Marie Wells

Hebburn,Tyne and Wear

Summary

I have always worked within a customer focused environment firstly as a swimming teacher from leaving school at the age of 16 and then I started a new career within The North East Ambulance Service NHS Foundation Trust in 2009, firstly as an Emergency Care Support Worker then progressing to and Emergency Care Technician in 2015.

I am now ready for a new challenge and career path. I feel I have excellent communication skills, a positive, kind, caring and honest person with a dedicated outstanding work ethic. I feel I would be a credit and valued member to the team.

I have previous experience in high pressure situations and can adapt well to any situation which I am in. Working within the Ambulance Service and Routes Healthcare has enabled me to engage and communicate with both children and adults from all walks of life and backgrounds. I always remain impartial, showing compassion and care to everyone.

I have worked for Keepmoat Homes for the last 12 months as a Customer Care Administrator and thrived in this new career and challenge. I feel I am now ready to progress up into a new exciting career as a Customer Care Coordinator. Due to a Customer Care Coordinator being on maternity leave I have been filling in and covering the role of the day to day duties and tasks of a Customer Care Coordinator and I have thrived in this role which I would now love to make into a permanent step in my career.

I also offer strong communication and interpersonal skills along with keen ability to resolve customer issues. I am also knowledgeable about maintaining customer satisfaction and fostering positive relationships with my customers and I am ready to use and develop problem-solving, organisational, and teamwork skills within the Customer Care Coordinator role.

Overview

26
26
years of professional experience

Work history

Customer care administrator

Keepmoat Homes
Hebburn , Tyne and Wear
05.2024 - Current
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Offered advice on product selection for enhanced levels of support and service.
  • Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Managed workflow to continuously exceed quality service goals.
  • Managed customer complaints with prompt, mutually beneficial resolutions and escalated where appropriate.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Communicated courteously with customers by telephone and email.
  • Liaised with sub-contractors to ensure appointments are booked in for our customers promptly and kept within SLAs in accordance with NHBC and NHQC guidelines.
  • Issued 7 day notices and contra-charges which appropriate.
  • Logging 7 days visits on COINS and assigning to relevant contractors.
  • Review breached and elapsed daily and ensure management of outstanding tasks
  • Undertaking 4 week insight calls in readiness for the 8 Week NHBC Survey being issued to identify any risks.
  • Creating and sending PO's to contractors.
  • Ensuring customers 'plot files' are up to date and in detail.
  • Managing technician diaries and ordering required materials for job.
  • Being mindful of costs when ordering materials or booking tasks.
  • Day to day administration tasks.
  • 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.
  • Increased customer satisfaction by resolving issues.

Property manager

Bricks and Mortar
Newcastle Upon Tyne , Newcastle Upon Tyne
03.2024 - 05.2024
  • Answered emergency enquiries, booking relevant contractors and recording incidents following best practice.
  • Organised remedial work and check-out reports for tenancy terminations.
  • Resolved maintenance issues in line with relevant procedures.
  • Coordinated with maintenance for required repairs.
  • Conducted routine inspections in line with proper procedures and within agreed timescales.
  • Acted as main point of contact for tenants, contractors and third party agents.
  • Held keys for various properties and remained on call to attend emergency situations.
  • Build positive relationships with tenants and clients to increase brand loyalty.
  • Inspected properties regularly to verify good cleanliness standards and maintenance.
  • Instructed cleaning firms to perform deep cleans between tenants to maintain standards.

Care coordinator

Routes Healthcare
Sunderland, Tyne and Wear
11.2023 - 03.2024
  • Liaised with variety of healthcare professionals, social workers and case managers to deliver highest level of care to our clients.
  • Managed and monitored branch rostering requirements of individual clients and carers.
  • Matched the need of individual clients to carers suitably qualified and experienced to provide high-quality personal centred care.
  • Observed and respected patient dignity, privacy and independence to encourage communication.
  • Conducted meetings, producing individual care plans and risk assessments to determine scope of service.
  • Adhered to health and safety requirements in all aspects of care.
  • Responded efficiently to day-to-day changes in care and support packages.
  • Worked with recruitment personnel to provide sufficient current and future staffing levels.
  • Carried out inductions of new members of staff.
  • Allocated suitable carer to clients and answered any questions or concerns to alleviate stress or confusion.
  • Carried out appropriate referrals to NHS professionals such as GP’s, Urgent Care Teams and supported clients and their families with signposting correct pathways.
  • Promoted individual wellbeing, ensuring clients are safeguarded against abuse and neglect.
  • Raised awareness of service by liaising and maintaining partnerships with local community organisations.
  • Created a safe environment for staff and clients ensuring compliance with infection prevention policies across all tasks.
  • Attended regular training and supervision workshops for improved clients support.
  • Coordinated with carers to ensure e-learning and training is current and up to date.
  • Created individual client focused care plans based on client introductions and assessments.
  • Maintained confidential case documentation in line with data protection regulations.
  • Built positive, productive client relationships for enhanced home care.
  • Liaised with families and caregivers to develop balanced enhanced home care.
  • Responded proactively to changing circumstances for optimised client care.
  • Monitored clients progress, escalating concerns for swift resolution and dealing with complaints in line with company policies.
  • Developed and championed accessible, practical solutions for recurring problems faced by clients.
  • Consulted with multidisciplinary team of professionals to optimise treatment plans for clients.
  • Kept detailed, accurate records for well-maintained care continuity between support staff.
  • Partnered with external support networks to deliver holistic client care.
  • Used assessment findings to action necessary care plan adaptations.
  • Carried out carers annual appraisals, quarterly supervisions and acting on any issues raised appropriately.
  • Liaised with variety of healthcare professionals, social workers and case managers to deliver highest level of care to clients.
  • Followed CQC compliance, and reporting of deaths to CQC.
  • Worked closely with the hospital discharge teams for the safe and swift discharge of clients to their homes.
  • Liaised closely with Social Services for new care packages in the community.
  • Client and family rapport building.
  • People Planner system proficiency.

Passenger Service Assistant

Newcastle International
Newcastle, Tyne and Wear
07.2023 - 10.2023
  • Managed team member schedules and work assignments.
  • Oversaw ticketing, gate and ramp services.
  • Tagged luggage and routed to appropriate location for loading and screening.
  • Spoke clearly to communicate easily with non-native speakers.
  • Led timely check-in procedures to facilitate departures in line with schedule.
  • Compassionate with individual needs.
  • Delivered exceptional customer service to passengers travelling with all airlines.
  • Demonstrated skills to communicate with passengers from a worldwide range of backgrounds.
  • Communicated changes to passengers promptly, providing additional information to help manage travel anxiety.
  • Escorted passengers with mobility issues to and from transport.
  • Responded calmly to help distressed, confused or lost passengers.
  • Assisted passengers with various health complaints including blind, deaf and disabled.

Complex Care Administration Officer

Routes Healthcare
Gateshead, Tyne and Wear
04.2023 - 07.2023
  • Developed top talent and coordinated background checks and on-boarding and exit processes .
  • Spearheaded internal communication initiatives to foster timely order completion and deadline management.
  • Recruited and hired high-performing complex care staff.
  • Administration Duties.
  • Meeting Note Taking.
  • Disciplinary Meetings and Hearings.
  • New employees pairing with suitable clients depending on specific clinical or social needs.
  • IT Skills.

Emergency Care Technician

North East Ambulance Service NHS Foundation Trust
Newburn, Newcastle upon Tyne
05.2009 - 04.2023
  • Delivered compassionate, high quality and professional care when responding to both Emergency and Urgent 999/111 calls.
  • Used relevant medical equipment to appropriately move and handle patients safely and effectively.
  • Quickly built trust and confidence to treat patients from a variety of different backgrounds and cultures.
  • Calmly and professionally transported patients to requested destinations and appropriate destinations in an Emergency Ambulance.
  • Assessed and identified any clinical needs of my patients before delivering second to none treatment or intervention which may be required.
  • Strictly and consistently adhered to the guidelines within North East Ambulance Service NHS Foundation Trust and also recognised and actioned any safeguarding concerns appropriately via appropriate channels.
  • Drove the emergency ambulance under both emergency and non-emergency conditions, as appropriate to the nature of the call.
  • I have worked under the supervision and direction of a Paramedic in many different situations where the patient is deemed too poorly or has more complexes needs that I can administer or treat.
  • Accurately complete and process all patient, vehicle and equipment information in line with company policies and best practice.
  • Monitored my patients condition(s) during ambulance transport and give constant reassurance throughout.
  • Communicated with lucid patients to gather incident, medical history and any other relevant information.
  • Developed and maintained an excellent rapport with colleagues and all hospital staff including Nurses, Doctors and Consultants to facilitate the most comprehensive, effective and compassionate patient care.
  • Assessed the situation and severity of all emergency calls and delivered appropriate care to all on scene and involved including patients relatives and friends.
  • Constantly followed Infection Prevention Control Policies and procedures not only to protect my patients but my colleagues and myself.
  • Demonstrated commitment to a high quality of care through continuous training and development.
  • Treated patients at home where appropriate to minimise strain on hospital resources.
  • Operated emergency vehicles to safely transport patients to any given destination.
  • Referred patients to other relevant health care professionals including GPs, Urgent Care Teams and used other appropriate Pathways to ensure the best outcome for the patient.
  • Acquired informed consent before administering any treatments or interventions as well as carrying out all basic observations.
  • Have excellent communication skills in order to carry out a full and detailed history take of every patient.
  • Executed well-informed critical decision making in high-pressure and life threatening situations.
  • Carried out effective advanced life support to maximize my patients survival rate.
  • Evaluated the patients vital signs and observations to determine each patients individual care and or treatment needs.
  • Administered relevant tests and medication(s) to assess and stabilise my patients both in field or during transit on the Emergency Ambulance.
  • Liaised with other healthcare professionals on both complex patient conditions and injuries in concise and accurate handovers.

ASA Swimming Teacher

South Tyneside Council
Hebburn, Tyne and Wear
11.1999 - 05.2009
  • Established and maintained excellent customer relationships, putting pupils at ease with a confident can-do attitude.
  • Utilised practised teaching techniques to build student confidence and enjoyment.
  • Maximised individual swimmer achievement, delivering personalised one-on-one coaching to boost progress.
  • Maintained punctual service in line with specified programme timetables.
  • Established swimming assessments and developed lessons tailored to individual ability to ensure maximum effectiveness.
  • Engaged, coached and inspired students of all ages to achieve swimming goals.
  • Inspired swimmers to develop consistent practice routines, consistently promoting health, strength and wellbeing.
  • Planned and delivered swimming lessons from a 1-1 basis or to a class of 30 swimmers.
  • Delivered fun, practical swimming programmes to meet class objectives.
  • Prepared lesson plans and comprehensive work schemes in alignment with Learn to Swim Programme requirements.
  • Developed specialised classes for swimmers with disabilities.

Education

GCSE - Maths

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - English Language

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - Science Dual Award

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - Physical Education

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - Food Technology

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - English Literature

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - History - Medicine

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

GCSE - French

Springfield Comprehensive School
Jarrow
09/1994 - 06/1999

B-Tech National Diploma - Public Uniformed Services

Newcastle College
Newcastle-upon-Tyne
09/1999 - 06/2001

Diploma of Higher Education - Ambulance Based Care

Teesside University
06/2015 - 06/2016

Skills

    My role started within The North East Ambulance Service NHS Foundation Trust in May 2009 Firstly, I started as an Emergency Care Support Worker My role in this job was to assist the lead clinician either a Paramedic or a Technician on an Emergency Ambulance and deliver first class patient care I successfully carried out that role for 6 years My daily duties included carrying out a daily vehicle inspection check on the vehicle and all the medical equipment on the ambulance ensuring it was all in working order, was clean, in date and that I followed clinical infection prevention control policies and procedures I would also drive to and from both emergency and non-emergency calls I would also drive to calls deemed as an emergency on blue lights and sirens

    Then an opportunity arose for me to complete a University Course at Teeside University in June 2015 to become and Emergency Care Technician I successfully achieved the qualification in this and carried out my duties for 7 years and 10 months My main duty in being the clinical responsibility I had for the patient(s) at all times I would carry out basic observations on patients, administer drugs in an emergency care setting and liaise with other health care professionals to get the best outcome for the patient

    During my full career within The North East Ambulance Service NHS Foundation Trust I constantly had to assess clinical risks for patients, patients family and the crew of the ambulance in attendance I always delivered compassionate patient centre focused care

    I also hold a number of positive personal qualities which i have demonstrated daily in my career and will be able to bring forward to my new career I have excellent interpersonal skills as I have demonstrated how I can communicate with and well with others I have the ability to work on my own and use my own initiative I have also shown I work well within a team I am able to take direct instructions and have willingness to learn I am highly motivated along with drive, determination and enthusiasm I know I will be an excellent asset to your team

Timeline

Customer care administrator

Keepmoat Homes
05.2024 - Current

Property manager

Bricks and Mortar
03.2024 - 05.2024

Care coordinator

Routes Healthcare
11.2023 - 03.2024

Passenger Service Assistant

Newcastle International
07.2023 - 10.2023

Complex Care Administration Officer

Routes Healthcare
04.2023 - 07.2023

Emergency Care Technician

North East Ambulance Service NHS Foundation Trust
05.2009 - 04.2023

ASA Swimming Teacher

South Tyneside Council
11.1999 - 05.2009

GCSE - Maths

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - English Language

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - Science Dual Award

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - Physical Education

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - Food Technology

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - English Literature

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - History - Medicine

Springfield Comprehensive School
09/1994 - 06/1999

GCSE - French

Springfield Comprehensive School
09/1994 - 06/1999

B-Tech National Diploma - Public Uniformed Services

Newcastle College
09/1999 - 06/2001

Diploma of Higher Education - Ambulance Based Care

Teesside University
06/2015 - 06/2016

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Stacey Marie Wells