Vanessa Coles
Marlborough,Wiltshire
Summary
I am an experienced healthcare professional with extensive expertise in dementia care, palliative care, and elderly care. I have strong skills in resident care coordination, medication administration, and safeguarding vulnerable adults. Adept at family liaison, bereavement support, and maintaining resident confidentiality. Proficient in compliance understanding and familiar with CQC standards, ensuring high-quality care delivery. I am committed to ethical reasoning and risk management awareness while providing compassionate and individualised care plans. Aspires to lead teams towards excellence in resident-centred planning and staff development.
Overview
39
39
years of professional experience
5
5
years of post-secondary education
Work history
Receptionist
Read Oswald Solicitors
Marlborough, Wiltshire
05.1991 - 12.1991
- Coordinated office supplies orders to keep necessary materials available at all times.
- Completed data entry tasks whilst adhering to strict deadlines.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
- Ensured the availability of up-to-date content on company brochures and promotional material for prospective clients' use.
- Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
- Maintained accurate logs of visitor entries for security purposes.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Assisted with administrative tasks, improving overall functionality of the office.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Upheld confidentiality with sensitive information handling procedures.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Handled appointment scheduling to ensure smooth daily operations.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Delivered front of house duties with warm and professional manner.
- Maintained accurate and up-to-date records for smooth handovers.
- Acted as first point of contact for wide range of personnel.
- Provided clerical support to company employees, including copying, faxing and file management.
- Embodied company values through friendly and reliable customer service.
- Located information and records quickly to assist with ad-hoc queries.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Maintained reception area stock of important forms and brochures.
- Handled office petty cash and maintained flawless records.
- Wrote professional letters, memos and emails for internal and external business communication.
- Created agendas for meetings, prepared materials and took detailed notes.
- Managed phone calls, resulting in effective communication flow within the company.
- Utilised multi-line telephone system to manage incoming calls effectively.
Personal Assistant to the Managing Director
Marlborough Financial Services
Marlborough, Wiltshire
05.1987 - 12.1991
- Fostered positive client relations with professional frontline service delivery.
- Handled confidential information discreetly, ensuring privacy and trustworthiness.
- Provided exceptional administrative support to ensure seamless daily operations.
- Assisted in recruitment process to attract top talents for the organisation.
- Conducted comprehensive research; provided accurate information for strategic planning.
- Ensured punctuality to all appointments by coordinating travel arrangements and itineraries.
- Provided personal assistance to the Managing Director; facilitated his day-to-day functions smoothly.
- Prepared comprehensive reports to facilitate informed decision-making processes.
- Managed vendor relationships for timely supply of office essentials.
- Promoted a conducive working environment through efficient handling of personnel issues.
- Facilitated smooth business meetings with meticulous preparation of agendas and meeting spaces.
- Organised high-level meetings involving key company executives; ensured their successful execution.
- Maintained effective communication flow by managing the Managing Director's inboxes and diaries.
- Managed correspondence, resulting in streamlined communication channels.
- Drafted official letters, memos, invoices and other documents to maintain professional communication standards.
- Streamlined office operations for enhanced efficiency by implementing well-organised filing systems.
- Relieved Managing Director of secretarial tasks by drafting correspondence and reviewing contracts.
- Screened and directed incoming phone calls and distributed correspondence effectively.
- Sourced office supplies in line with procurement guidelines to achieve value for money.
- Handled personal and confidential client and HR matters with utmost discretion.
- Screened incoming phone calls and relayed detailed messages.
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Photocopied and printed presentations and reports for meetings.
- Prioritised incoming communications to filter out basic requests and minimise disruptions.
Care Leader
The Orders of St John Care Trust
Marlborough, Wiltshire
01.2014 - Current
- Conducted regular performance reviews, identified areas of improvement in service delivery.
- Managed conflicts amongst staff effectively, fostering a harmonious work environment.
- Maintained detailed records of residents' medical histories; ensured accuracy in documentation.
- Liaised with healthcare professionals for more integrated service delivery.
- Ensured compliance with health and safety regulations to maintain safe working environment.
- Identified training needs through regular assessment of staff skills.
- Established strong relationships with residents' families through clear communication channels.
- Created individualised care plans, ensuring personalised attention to each resident.
- Provided emotional support to residents and their families during difficult times.
- Monitored medication administration, reducing incidents of errors.
- Constantly met care quality goals, ensuring optimal staffing levels and skill mix were achieved through effective rota management.
- Accurately assessed care needs of potential service users by conducting thorough pre-admission assessments.
- Created a safe environment for staff and residents, ensuring compliance with infection prevention policies across all tasks.
- Supervised healthcare staff in enabling efficient daily operations in 60-bed residential facility.
- Maintained tidy environment to promote cleanliness, hygiene and quality standards.
- Attended regular training to develop expertise in people management and care service provider regulations.
- Guided staff to execute safe and effective interventions to manage behaviours that challenge.
- Expertly translated safeguarding policies into practice within residential setting to enhance protection of service users.
- Collaborated with external providers to meet residents care continuity needs.
- Managed daily service operations through strategic care planning.
Carer
The Orders of St John Care Trust
Marlborough, Wiltshire
10.2013 - 12.2014
- Assisted residents with exercises designed by physical therapists to improve mobility and strength.
- Helped maintain a safe environment for all residents, reducing risk of falls or injuries.
- Administered medication, ensuring correct dosage and timing.
- Developed personalised care plans which catered to individual needs and preferences of each resident.
- Worked collaboratively with other carers to provide comprehensive service.
- Improved resident comfort by regularly changing bed linens and maintaining cleanliness of personal spaces.
- Assisted with mobility to ensure safety and prevent accidents.
- Provided personal grooming assistance such as bathing or dressing up for enhanced self-esteem among clients.
- Utilised active listening skills whilst engaging in conversation with clients, boosting their mood and overall happiness level.
- Offered companionship to reduce feelings of loneliness in residents.
- Encouraged social interaction for improved mental health amongst residents.
- Maintained resident records, guaranteeing accurate tracking of medical history and treatment plans.
- Responded swiftly to emergency situations, protecting residents well-being.
- Adhered strictly to privacy rules, respecting the confidentiality rights of all residents.
- Ensured proper nutrition by preparing healthy meals for residents.
- Demonstrated empathy towards the emotional needs of residents, providing necessary reassurance during difficult times.
- Provided exceptional care to elderly residents by assisting with daily tasks.
- Maintained hygienic living environments through regular cleaning.
- Created positive relationships with residents through practical support and companionship, improving overall quality of life.
- Maintained resident dignity and respect throughout personal care support, including dressing, showering and toileting.
- Aided residents with bedtime routines, washing and dressing.
- Maintained resident dignity and respect throughout dressing, showering and toileting.
- Safely lifted, transferred and repositioned residents using hoists and wheelchairs.
- Prioritised person-centred care to maximise independence for residents with dementia and limited mobility.
- Administered resident medication with care and precision, prioritising health and comfort.
- Monitored residents' physical and mental health, reporting concerns to management for swift action.
- Ensured residents were correctly taking prescribed medications, maintaining optimal health.
- Safely transported and accompanied residents to appointments and activities.
- Managed aggressive and threatening behaviour, working with residents living with mental health disorders.
- Managed and updated resident records, ensuring accuracy for dependable health and wellbeing monitoring.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Adapted to service users' needs and requests to maintain personalised care.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Ensured residents took all medications as prescribed by their doctor, recording details of timings and side effects.
- Maintained confidentiality and compliance standards for optimised resident care.
- Maintained high levels of resident satisfaction by providing tailored, personalised care that consistently met residents needs.
- Worked professionally with caregiving teams and hospital departments to maintain continuity of care.
- Charted daily observations, mobility activity and eating percentages to aid continued resident assessment.
- Completed documentation of care, hospital actions and patient activities for up-to-date client records.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Used manual handling techniques and lifting aids to position residents in safe, comfortable postures.
- Answered questions from residents, family members, and other carers.
- Kept detailed records of care activities, condition changes and treatment responses.
- Accompanied residents to important appointments.
- Helped residents to carry out instructions recommended by health professionals.
- Involved residents in decision-making to promote independence.
- Followed resident treatment plans for exercises, medications and wound care.
- Nurtured trusted rapport with residents, family members, and healthcare professionals.
Emergency Call Handler
Great Western Ambulance Service
Devizes, Wiltshire
05.2007 - 03.2013
- Delivered rapid response with effective decision-making skills.
- Maintained high level of accuracy to provide correct information.
- Managed distressing situations calmly for smooth operation.
- Assured efficient call handling by using appropriate protocols.
- Recorded detailed information accurately, facilitated successful intervention.
- Processed large volumes of calls daily whilst maintaining composure and professionalism.
- Trained new staff on protocol adherence; improved overall performance.
- Provided immediate telephonic assistance in emergency situations; saved lives.
- Employed problem-solving abilities effectively for quick resolution of cases.
- Coordinated effectively with ambulance crews for swift response.
- Dealt with emergency calls, ensured timely help dispatch.
- Followed strict confidentiality guidelines faithfully, maintained caller privacy at all times.
- Collaborated closely with team members, achieved common goals.
- Enhanced caller experience through empathetic communication approach.
- Liaised with other agencies smoothly to guarantee full support.
- Prioritised tasks efficiently for improved service delivery.
- Improved quality assurance by adhering strictly to procedures and guidelines.
- Demonstrated adaptability in diverse call situations for effective management.
- Utilised computer systems proficiently, ensured accurate data entry.
- Handled high-pressure scenarios competently, provided excellent service under stress.
- Used calm phone manner to develop rapport and extract as much information as possible.
- Supported callers through trauma, including accidents and death.
- Dispatched emergency services for domestic violence incidents, home intrusions and life-threatening situations.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- Delivered life-saving instructions, including CPR, maternity and airway management.
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Coached callers through emergency first aid procedures.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
- Obtained caller information within 5 seconds of call.
- Reached 100% service rating through call audits and surveys.
- Achieved a 99% call resolution rate.
- Kept caller on the phone until emergency services arrival in 100% of cases.
- Maintained unscripted dialogue with callers for up to 30 minutes.
- Signposted callers to appropriate care pathways to reduce pressures on emergency services.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Listened actively to caller concerns, questions and priorities.
- Logged critical information onto computer system.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Processed and actioned high number of calls during busy periods.
- Transferred calls and provided accurate information to callers professionally and courteously.
- Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
- Followed up on queries within agreed timeframes to provide detailed response.
- Handled customer queries focused on first-call resolution.
- Responded to inbound queries and requests from prospective customers.
- Maintained full and comprehensive knowledge of each staff member status and whereabouts.
- Navigated stressful and unpredictable situations with calm and collected approach.
- Served as first point of contact for callers seeking emergency support.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Supported and advised distressed emergency callers to facilitate safe decision-making.
- Processed information quickly in time-critical situations.
- Recorded and relayed accurate information about emergency situations.
- Logged emergency call information on electronic system for accurate reporting.
- Advised emergency callers on action to minimise further risk.
- Received telephone inquiries, answering questions with up-to-date information.
- Adhered to healthcare quality standards and organisational policies when handling emergency calls.
- Made connections for outgoing calls to facilitate prompt communications.
- Redirected callers for smooth and prompt transfers.
- Dispatched nearest available emergency response unit to provide prompt assistance in emergencies.
- Planned and directed medical dispatch to achieve fastest response times.
- Communicated instructions in multidisciplinary teams to provide emergency care and assistance.
- Forwarded messages to relevant personnel to prevent information getting lost.
- Identified operating system problems and notified repair services.
- Coordinated personnel to deliver reliable and comprehensive emergency support.
- Asked clear and relevant questions to extract critical information quickly.
- Stayed calm when coordinating response to emergencies.
- Prioritised emergencies using established protocol.
Workshop Manager
Elm Tree Motor Company
Marlborough, Wiltshire
09.2006 - 04.2007
- Streamlined equipment inventory management whilst minimising wastage and costs.
- Facilitated weekly meetings with teams, effectively addressing any concerns or issues raised.
- Maintained clear communication channels amongst team members, fostering a positive working environment.
- Enhanced workshop efficiency by implementing streamlined operational processes.
- Ensured safety protocols with regular inspections and maintenance of equipment.
- Troubleshot mechanical issues promptly, reducing downtime and losses.
- Collaborated with suppliers for getting best deals on workshop materials and tools.
- Coordinated logistics to ensure timely delivery of projects.
- Managed workshop operations for improved productivity.
- Fostered an environment of continuous learning, improving staff retention rates significantly over time.
- Conducted quality control checks, ensuring high standards of workmanship.
- Prepared detailed reports on workshop activities to facilitate strategic planning decisions by senior management.
- Monitored project timelines closely ensuring timely completion of tasks.
- Improved workflow management with effective scheduling and resource allocation.
- Provided technical guidance to team members, enhancing overall performance.
- Guided workshop staff to consistently deliver on service and productivity targets.
- Reviewed job cards and technical drawings to efficiently allocate team resources.
- Implemented staff training and development to improve team expertise and performance.
- Oversaw staff leave planning, guaranteeing year-round consistent level of resources.
- Managed safe use of workshops in compliance with relevant legislation.
- Scheduled and managed external contractors for regular maintenance.
- Coordinated maintenance processes to keep equipment operating correctly and maximise uptime.
- Negotiated rates with suppliers and managed relations to maintain adequate levels of quality supplies.
- Enforced health and safety requirements for worker protection, keeping accidents and company liability at minimum.
- Kept up to date with digital transformation of industrial processes to improve manufacturing operations.
- Provided quotations to manufacture specialised goods and products, establishing contracts with customers.
Emergency Call Handler
Wiltshire Ambulance Service
Devizes, Wiltshire
07.2004 - 09.2006
- Liaised with other agencies smoothly to guarantee full support.
- Improved quality assurance by adhering strictly to procedures and guidelines.
- Collaborated closely with team members, achieved common goals.
- Provided immediate telephonic assistance in emergency situations; saved lives.
- Trained new staff on protocol adherence; improved overall performance.
- Managed distressing situations calmly for smooth operation.
- Recorded detailed information accurately, facilitated successful intervention.
- Coordinated effectively with ambulance crews for swift response.
- Assured efficient call handling by using appropriate protocols.
- Handled high-pressure scenarios competently, provided excellent service under stress.
- Processed large volumes of calls daily whilst maintaining composure and professionalism.
- Prioritised tasks efficiently for improved service delivery.
- Maintained high level of accuracy to provide correct information.
- Dealt with emergency calls, ensured timely help dispatch.
- Enhanced caller experience through empathetic communication approach.
- Demonstrated adaptability in diverse call situations for effective management.
- Followed strict confidentiality guidelines faithfully, maintained caller privacy at all times.
- Delivered rapid response with effective decision-making skills.
- Utilised computer systems proficiently, ensured accurate data entry.
- Employed problem-solving abilities effectively for quick resolution of cases.
- Used calm phone manner to develop rapport and extract as much information as possible.
- Supported callers through trauma, including accidents and death.
- Dispatched emergency services for domestic violence incidents, home intrusions and life-threatening situations.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
- Delivered life-saving instructions, including CPR, maternity and airway management.
- Coached callers through emergency first aid procedures.
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Obtained caller information within 5 seconds of call.
- Kept caller on the phone until emergency services arrival in 100% of cases.
- Maintained unscripted dialogue with callers for up to 30 minutes.
- Reached 100% service rating through call audits and surveys.
- Signposted callers to appropriate care pathways to reduce pressures on emergency services.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Listened actively to caller concerns, questions and priorities.
- Logged critical information onto computer system.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Transferred calls and provided accurate information to callers professionally and courteously.
- Processed and actioned high number of calls during busy periods.
- Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
- Followed up on queries within agreed timeframes to provide detailed response.
- Handled customer queries focused on first-call resolution.
- Maintained full and comprehensive knowledge of each staff member status and whereabouts.
- Navigated stressful and unpredictable situations with calm and collected approach.
- Served as first point of contact for callers seeking emergency support.
- Supported and advised distressed emergency callers to facilitate safe decision-making.
- Processed information quickly in time-critical situations.
- Recorded and relayed accurate information about emergency situations.
- Logged emergency call information on electronic system for accurate reporting.
- Advised emergency callers on action to minimise further risk.
- Adhered to healthcare quality standards and organisational policies when handling emergency calls.
- Received telephone inquiries, answering questions with up-to-date information.
- Made connections for outgoing calls to facilitate prompt communications.
- Redirected callers for smooth and prompt transfers.
- Dispatched nearest available emergency response unit to provide prompt assistance in emergencies.
- Planned and directed medical dispatch to achieve fastest response times.
- Communicated instructions in multidisciplinary teams to provide emergency care and assistance.
- Forwarded messages to relevant personnel to prevent information getting lost.
- Coordinated personnel to deliver reliable and comprehensive emergency support.
- Asked clear and relevant questions to extract critical information quickly.
- Stayed calm when coordinating response to emergencies.
- Prioritised emergencies using established protocol.
Medical Secretary-Audio Typist
Pewsey Surgery
Pewsey, Wiltshire
02.1992 - 07.2004
- Contributed to the effective functioning of the clinic by coordinating meetings and appointments.
- Improved office efficiency through accurate transcription of medical recordings.
- Maintained patient confidentiality by strictly adhering to data protection regulations.
- Exhibited proficiency in using medical software, facilitating easier record management.
- Facilitated efficient workflow by prioritising daily tasks effectively.
- Became an integral part of the team through active participation in staff meetings.
- Provided superior customer service to patients, enhancing their overall experience at the clinic.
- Ensured accuracy in patient records with meticulous data entry skills.
- Operated audio typing equipment proficiently, contributing to speed and efficiency.
- Demonstrated excellent multitasking skills when dealing with high-pressure situations.
- Supported doctors with managing schedules for smooth clinic operations.
- Enhanced communication between healthcare professionals and patients by handling correspondence.
- Handled delicate patient queries sensitively, building rapport and trust amongst patients.
- Prepared medical reports accurately for better record keeping.
- Created a welcoming environment for patients, fostering trust and comfort.
- Kept abreast with latest medical terminologies, improving communication precision.
- Set new appointments, rescheduled appointments, and sent reminders.
- Followed strict safety standards, patient protection requirements, and legal guidelines.
- Shared communications between medical staff and patients.
- Collected information from patients via face-to-face or telephone interviews.
- Documented patient encounter information, laboratory results, and correspondence for records.
- Completed and processed forms for insurance billing and special claims.
- Transcribed medical information for patient or facility records.
- Kept library of medical files, records and technical documentation.
- Updated patient charts using electronic medical records system.
- Compiled information for medical charts and reports.
- Supported needs of patients from diverse backgrounds and helped each person access medical services.
- Maintained updated calendar of appointments and special dates for healthcare team.
- Trained and supervised junior clerical staff handling diverse office needs.
- Prepared case histories with key information for clinical staff.
Education
NVQ Level 2 - Health and Social Care
City & Guilds
Marlborough 01.2015 - 12.2017
Moving & Handling Instructor - Health and Social Care
Edge Services
Devizes 05.2016 - 05.2016
NVQ Level 3 - Health and Social Care
City & Guilds
Marlborough, Wiltshire 11.2022 - 11.2024
Skills
- Dementia care experience
- Family liaison capabilities
- Bereavement support provision
- Familiarity with CQC standard
- Understanding medical terminology
- Resident confidentiality adherence
- Empathy for residents' experiences
- Compassionate approach
- Risk management awareness
- Ethical reasoning
- Palliative care experience
- Time management efficiency
- Adaptability to changing conditions
- Medication Administration/Medication Lead
- Pre-admission assessments
- Records maintenance
- Effective decision making
- Inspirational leadership
- Mental capacity act (MCA) understanding
- Advanced first aid
- Safeguarding vulnerable adults
- Incident and complaint management
- Individualised care plans
- Elderly care expertise
- De-escalation techniques
- Patient confidentiality
- Professional telephone manner
- Compliance understanding
- Person-centered planning
- Vulnerable Adult Safeguarding
- Staff supervision
- Visible leadership
- Data protection regulations
- Incident reporting
- Health and safety legislation
References
References available upon request.
Timeline
NVQ Level 3 - Health and Social Care
City & Guilds
11.2022 - 11.2024
Moving & Handling Instructor - Health and Social Care
Edge Services
05.2016 - 05.2016
NVQ Level 2 - Health and Social Care
City & Guilds
01.2015 - 12.2017
Care Leader
The Orders of St John Care Trust
01.2014 - Current
Carer
The Orders of St John Care Trust
10.2013 - 12.2014
Emergency Call Handler
Great Western Ambulance Service
05.2007 - 03.2013
Workshop Manager
Elm Tree Motor Company
09.2006 - 04.2007
Emergency Call Handler
Wiltshire Ambulance Service
07.2004 - 09.2006
Medical Secretary-Audio Typist
Pewsey Surgery
02.1992 - 07.2004
Receptionist
Read Oswald Solicitors
05.1991 - 12.1991
Personal Assistant to the Managing Director
Marlborough Financial Services
05.1987 - 12.1991