Susan Chant
Ross-On-Wye,,Herefordshire
Summary
During my sales career I was a Customer Service Representative with a focus on relationship development and sales. Known for delivering exceptional support to demanding customers while consistently improving performance metrics. Passionate about exceeding expectations and enhancing knowledge to foster client loyalty and satisfaction.
After Completing my first degree I moved into the teaching sector. As an experienced educator in Further Education and curriculum development. I designed an engaging and interesting learning environment. I specialised in leveraging innovative teaching methods to promote critical thinking and academic excellence.
Recently I have been working in hospitals I am a compassionate person with strong communication and organisational skills, that combined with a solid understanding of patient care and support. I have a proven ability in assisting with therapeutic activities and maintaining accurate records. Committed to enhancing patients' well-being and contributing to supportive healthcare environment.
Overview
36
36
years of professional experience
7
7
years of post-secondary education
Work history
Therapy Assistant Practitioner
Wye Valley Trust
Hereford, Herefordshire
01.2025 - Current
- Facilitated improvements in quality of life by devising fun yet effective therapy activities.
- Assisted physiotherapists in providing rehabilitation services to patients.
- Demonstrated exercises to patients and their families for better understanding of rehabilitation process.
- Collaborated with multidisciplinary healthcare teams for holistic patient care.
- Observed and reported patient progress to senior therapists, contributing to treatment plans.
- Conducted initial patient assessments under therapist guidance, aiding bespoke treatment plan creations.
- Maintained accurate records of patient progress through diligent note-taking.
Holistic therapist
self employed
Gloucester, Gloucestershire
01.2020 - Current
- Utilised essential oils in aromatherapy sessions, reduced anxiety levels in clients.
- Provided advice on diet, nutrition, and lifestyle changes contributing to healthier living standards for clients.
- Enhanced client well-being by providing holistic therapeutic treatments.
- Alleviated patient stress for improved mental health through aromatherapy sessions.
- Guided meditation classes to promote inner peace among participants.
- Conducted comprehensive consultations with clients to understand their emotional and physical needs.
- Increased energy levels with healing touch therapy applied to clients.
- Assessed client needs to provide tailored holistic therapy plans.
- Performed deep tissue massages for relief from chronic muscle tension.
- Administered reflexology treatments, increased overall wellness in clients.
- Educated clients about the benefits of regular massage and other therapeutic techniques for improved well-being.
- Established tranquil environment that fostered relaxation during sessions.
- Balanced chakras using crystal healing methods, promoted harmony within body and mind of clients.
- Provided reiki sessions for enhanced emotional balance and stress reduction.
- Offered faultless customer care through exceptional interpersonal skills, attentive listening and attention to detail throughout all treatments.
- Conducted research into traditional and complementary medicines and emerging treatments.
Healthcare support worker
Wye Valley Trust
Ross-On-Wye,, Herefordshire
10.2022 - 01.2025
- Enabled better understanding between healthcare team members by acting as a liaison between them.
- Attended mandatory training courses on regular basis to keep skills updated.
- Communicated sensitively with patients whilst respecting privacy and dignity at all times.
- Maintained a clean, safe environment for all patients.
- Collaborated effectively with healthcare professionals to provide comprehensive care for patients.
- Provided companionship and emotional support to distressed or lonely residents.
Residential childcare worker
Hartpury College
Gloucester, Gloucestershire
08.2010 - 08.2019
- Managed challenging behaviour through effective communication techniques.
- Complied fully with safeguarding policies and procedures; upheld highest standards of child protection at all times.
- Ensured adherence to daily routines, promoting stability for the youngsters.
- Observed changes in behaviour or health; reported concerns promptly to superiors.
- Involved young people in decisions affecting them; promoted feelings of empowerment and self-worth.
- Maintained updated records, ensuring compliance with regulations.
- Communicated regularly with multidisciplinary teams, ensuring coordinated care provision for each child's needs.
- Organised recreational activities; fostered social interactions among residents.
- Dealt effectively with crisis situations; ensured safety of all involved parties.
- Built strong relationships with children by adopting an empathetic approach.
- Provided safe, secure environment with continual supervision to ensure protection of children.
- Formed trusting relationships with children, working flexibly to adapt to changing and challenging individual needs.
- Stayed informed of current legal, professional and administrative practices related to residential childcare.
- Upheld quality standards, with specific focus on confidentiality and data protection.
- Maintained up-to-date knowledge of residential childcare policy, practice and legislation to support compliance.
- Exhibited unconditional positive regard to assist children in building self-worth and confidence.
- Reported suspicion, evidence or allegations of violence or child protection issues.
- Drafted reports detailing progress, challenges and recommended interventions.
- Maintained compliance with all regulatory and safeguarding procedures.
Further education lecturer
Hartpury College
Gloucester, Gloucestershire
01.2002 - 08.2019
- Participated actively in faculty meetings and served on committees to help shape educational policies.
- Conducted extensive research within field of expertise, staying abreast of latest developments.
- Participated in administrative duties, ensuring smooth departmental operation.
- Engaged in curriculum development, ensuring courses met evolving industry demands.
- Enhanced student understanding by delivering engaging lectures.
- Advised students on career paths post-graduation based on their individual strengths and interests.
- Delivered guest lectures at international conferences, enhancing institution's reputation abroad.
- Pursued ongoing personal development in field, maintaining cutting-edge subject knowledge.
- Developed new course material for improved academic achievement.
- Utilised innovative teaching techniques, resulting in high student engagement levels.
- Mentored junior lecturers, fostering professional growth and development.
- Raised academic standards to ensure degree relevancy and validity.
- Coordinated with colleagues to develop shared resources for increased efficiency in teaching methods.
- Employed technology in classroom instruction to enhance learning experiences.
- Supported students with tailored advice for successful academic progress.
- Utilised technology effectively in delivering lessons, enhancing teaching effectiveness.
- Provided pastoral support to students, aiding in their emotional wellbeing.
- Fostered positive classroom environment, resulting in improved student participation.
- Maintained accurate student records as per regulatory requirements.
- Promoted safe learning environment by enforcing school policies consistently.
- Participated in departmental meetings to share best practices amongst peers.
- Enhanced student engagement by implementing interactive teaching strategies.
- Tailored teaching methods based on individual student needs, promoting personal growth.
- Assisted in the creation of college prospectus each year, showcasing course offerings accurately.
- Collaborated with students for extracurricular activities, enhancing their school experience.
- Attended professional development trainings, ensuring updated knowledge on teaching methodologies.
- Conducted assessments to gauge student progress and comprehension levels.
- Developed comprehensive lesson plans for better understanding of subjects.
- Involved parents in children's academic growth through regular communication and updates.
- Facilitated workshops for effective communication skills development.
- Liaised with colleagues for curriculum development and improvements.
- Increased learning outcomes with use of multimedia presentations.
- Organised educational trips as part of curriculum enrichment activities.
- Monitored progress and achievements of students using assessments and reports.
- Worked with exam boards to set and mark essays and exams for different students.
- Arranged work experience opportunities for students to gain practical skills.
- Interviewed prospective students and ascertained character, intelligence and discipline.
- Managed tutor groups by developing strong rapport with students, providing pastoral care and academic support.
- Tutored students struggling with material, improving understanding and academic performance.
- Supervised work undertaken on key projects related to students' advanced degrees.
Telephone sales agent
Automobile Association
Bristol, Avon
01.1990 - 06.1997
- Adapted communication style according to individual client needs, achieved higher customer satisfaction rates.
- Met daily outbound calls target consistently, optimised productivity levels.
- Followed company policies and regulations strictly during all client interactions.
- Maintained updated customer records for improved future interactions.
- Achieved high sales conversion with effective telesales strategies.
- Used product knowledge, resulted in successful upselling opportunities.
- Handled difficult customers tactfully, retained valuable accounts.
- Managed call queues for efficient customer service.
- Increased customer satisfaction by providing exceptional telephone service.
- Followed regulatory guidelines whilst handling confidential information.
- Collaborated with team members to reach collective sales targets.
- Undertook regular training sessions for up-to-date product knowledge.
- Resolved conflicts and complaints with a professional demeanour.
- Demonstrated resilience during challenging sales calls, ensured business continuity.
- Built strong client relationships through empathetic communication techniques.
- Assisted customers to resolve their queries promptly.
- Handled customer queries focused on first-call resolution.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Acted as first point of contact for customer issues and queries.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Promoted current services and offers using expert product knowledge.
Education
Master of Arts - Education
University of the West of England
Bristol, England 06.2003 - 06.2005
Post Graduate Certificate of Education - Teaching
University of the West of England
Bristol, England 06.2001 - 06.2003
Bachelor of Science - Equine Physiology
University of the West of England
Bristol, England 09.1998 - 06.2001
Skills
- Customer Service
- Call handling procedures
- Customer education and training
- Customer relationship management
- Client retention
- Resilience under pressure
- Initiative taking
- Empathy towards clients
- Team Leadership
- Public speaking
- Positive attitude
Affiliations
- Playing the guitar
- Weekends in my camper
- Dog walking
- Art
- Socialising
Timeline
Therapy Assistant Practitioner
Wye Valley Trust
01.2025 - Current
Healthcare support worker
Wye Valley Trust
10.2022 - 01.2025
Holistic therapist
self employed
01.2020 - Current
Residential childcare worker
Hartpury College
08.2010 - 08.2019
Master of Arts - Education
University of the West of England
06.2003 - 06.2005
Further education lecturer
Hartpury College
01.2002 - 08.2019
Post Graduate Certificate of Education - Teaching
University of the West of England
06.2001 - 06.2003
Bachelor of Science - Equine Physiology
University of the West of England
09.1998 - 06.2001
Telephone sales agent
Automobile Association
01.1990 - 06.1997