I love spending time in the outdoors, I believe a positive mind can overcome anything in life Energy is contagious so make it happy!
Victoria Kennedy
Liverpool,ENG
Summary
Accomplished professional with extensive expertise in customer relationship management, team leadership, and risk assessment. Demonstrates exceptional skills in conflict resolution, staff training, and negotiation. Known for a positive attitude and adept at complaint handling, creative thinking, and maintaining patience under pressure. Proficient in cleanliness standards, time-management, decision making, active listening, and staff motivation. Effective communicator with a strong background in team development and building. Experienced in cleaning and sanitation procedures, technical troubleshooting, relationship-building under pressure, and engaging personality. Possesses situational awareness, computer literacy, risk management capabilities, client relationship management proficiency, physical stamina for demanding tasks, adherence to health and safety regulations including compliance training. Certified in first aid with public speaking abilities and self-motivation to drive success.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Publican
The Grove Hotel
Liverpool, Merseyside
11.2021 - I currently work here
- Monitored compliance with licensing laws, preventing underage sales and managing intoxication levels.
- Scheduled employees to keep shifts well-staffed.
- Monitored alcohol consumption and kept operation in line with legal service requirements.
- Conducted regular inventory checks to ensure accurate stock levels and minimise waste.
- Led a team of bartenders and support staff, fostering a collaborative work environment.
- Managed bar operations, overseeing stock levels, ordering supplies, and maintaining inventory accuracy.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Maintained high standards of cleanliness and hygiene within the bar area, adhering to health and safety regulations.
- Organised promotional events, including live music and themed nights, to increase footfall.
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Fostered relationships with regular customers, building a loyal community around the bar.
- Negotiated with suppliers to secure the best prices for beverages and food, optimising profit margins.
- Conducted regular staff meetings to communicate targets, share feedback, and discuss improvements.
- Resolved customer complaints with professionalism and patience, maintaining a positive public image.
- Trained and supervised staff to provide exceptional service, improving team efficiency and productivity.
- Monitored compliance with licensing laws, health and safety regulations, and other legal requirements.
- Managed day-to-day operations of the pub, including stock control and financial management.
- Utilised social media platforms to market events and promotions, increasing online engagement.
- Built strong relationships with the local community, contributing to the pub's reputation as a community hub.
- Conducted regular staff meetings to discuss performance, objectives, and areas for improvement.
- Trained newly hired employees on service techniques, company procedures and safety processes.
Senior complex care health assistant
Apollo HealthCare
Liverpool, Merseyside
02.2018 - 10.2021
- Maintained excellent patient relationships by going the extra mile to attend to their needs and provide ongoing support.
- Provided emotional support to patients and families, offering comfort and understanding during difficult times.
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Assisted in the implementation of care plans, tailored to individual needs.
- Recorded patient observations, interventions, and outcomes in care plans for healthcare team review.
- Monitored patient behaviour closely to determine health changes, reporting concerns immediately.
- Reduced patient anxiety by clearly and calmly explaining clinical processes and procedures.
- Collaborated with healthcare professionals to deliver integrated care services.
- Changed and reapplied dressings on patient wounds and injuries for optimum healing.
- Monitored vital signs, including temperature, blood pressure, and pulse, to track patient health status.
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Assisted patients in the basic hygiene requirements, including bathing, washing and dressing.
- Educated patients and families on health maintenance and disease prevention to promote healthier lifestyles.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Participated in training sessions, continuously improving care techniques and knowledge.
- Conducted risk assessments to identify potential hazards within the care setting.
- Obtained current medical information, weight, height and vital signs to aid care planning.
- Helped patients improve mental wellbeing by providing a helpful and happy service throughout care.
- Participated in staff training sessions to update skills and knowledge in line with current healthcare practices.
- Responded to patient emergencies promptly, providing first aid and escalating issues to medical personnel when necessary.
- Contributed to case management processes on general ward, assisting with charting and patient intake.
- Sorted and administered medication to patients following doctor specifications.
- Assisted patients with daily living activities, such as bathing, dressing, and feeding, to maintain personal hygiene.
- Facilitated recreational and therapeutic activities designed to enhance patient well-being and social interaction.
- Maintained clean and safe patient environments by sterilising equipment and managing infection control procedures.
- Managed the counting and ordering of establishment supplies, including medication, food and bedding.
- Provided comprehensive personal care, offering ADL and mobility assistance to support comfort and dignity.
- Assisted in walking, talking and movement activities for rehabilitation purposes.
- Delivered massage and other non-pharmacological pain relief measures to patients.
- Delivered compassionate end-of-life care, focusing on pain management and emotional support for patients and families.
- Maintained clean and hygienic living environments, ensuring comfort and safety.
- Engaged in respectful communication, respecting the dignity of those in care.
- Interpreted and adhered to care plans, seeking clarification from senior providers to maintain quality care.
- Handled sensitive patient information with confidentiality and discretion, complying with data protection regulations.
- Assisted in the administration of various medications and taking samples from patients when required.
- Supported patients with mobility, including use of wheelchairs and walkers, to foster independence.
- Kept patients, carers and families updated on health conditions through regular communications.
- Counselled patients on pain management and medication risks with strong focus on substance abuse prevention.
- Managed challenging behaviour sensitively, adopting a person-centred approach.
- Provided emotional support and companionship, building trusting relationships.
- Administered medication under supervision of healthcare professionals, adhering to strict guidelines.
- Cleaned rooms and sanitised kitchen workspaces.
- Monitored ward patients and reported concerns to senior nurses.
- Documented care plans, hospital actions and patient activities in line with best practices.
- Collaborated with multidisciplinary teams to develop and implement care plans tailored to individual patient needs.
- Positioned and transported patients in wheelchairs or on movable beds.
Assistant Nursing Practitioner
Seashell Trust
Manchester , Stockpot
08.2014 - 01.2018
- Measured blood pressure, pulse rate and oxygen level as part of physical assessments.
- Bathed, changed and fed patients to ease discomfort and support basic caring needs.
- Cleaned and dressed wounds to prevent infection spread and facilitate healing process.
- Provided high-quality patient care, including washing, dressing, and assisting with personal hygiene to maintain dignity.
- Lifted and assisted patients to help with mobility problems.
- Maintained accurate patient records, documenting care given and observations made for healthcare team reference.
- Maintained patient privacy, demonstrating sensitivity and confidentiality when dealing with service users' personal affairs.
- Observed symptoms to monitor unusual changes requiring medical attention.
- Preserved patients' privacy, dignity and safety during work activities to maintain patient trust.
- Turned and adjusted position of patients for patient comfort and to avoid bed sores.
- Assisted in wound care management, following strict protocols to aid healing and prevent infection.
- Offered nursing care, treatment and health advice to patients by following care plans established by health professionals.
- Supported registered nurses with the preparation of patients for surgery, ensuring comfort and compliance with instructions.
- Generated well-written, comprehensive handover reports to support inter-shift communication.
- Administered medication under supervision, adhering strictly to prescribed dosages and timing schedules.
- Implemented infection control procedures rigorously to minimise risk of cross-contamination.
- Facilitated communication between patients and healthcare professionals to improve care coordination.
- Dispensed first-aid treatment during emergencies, helping to save people's lives.
- Calculated food and liquid intake and recorded vital statistics on database for patient monitoring.
- Helped plan and manage individual patient care, resulting in positive responses to treatments and fast recoveries.
- Delivered compassionate end-of-life care, offering emotional support to both patients and their families.
- Administered medications and other treatments to patients to cure or manage diseases and other ailments.
- Provided support to patients undergoing diagnostic tests, explaining procedures to alleviate anxiety.
- Administered and documented prescribed medicines in line with company procedure and care standards.
- Administered CPR following Basic Life Support for Health Care Provider during emergency cases to help patients encountering cardiac arrest.
- Reviewed charts, notes and test results and input accurate data on computer healthcare system to maintain updated records.
- Liaised with nurses and doctors to discuss plans of care for patients.
- Responded to audible and visual cardiac alarms to address needs of patients.
- Identified issues affecting vulnerable patients and initiated measures to calm anxious charges.
- Supported patients, families and carers after receipt of unwelcome news or life-changing diagnoses.
- Collaborated with multidisciplinary teams in care planning meetings, contributing valuable insights from direct patient care experience.
- Used stethoscope to monitor heart and lungs and determine abnormalities.
- Interpreted cardiac rhythm strips, cleaned wounds and administered IV to meet needs of patients.
- Gathered and tested laboratory samples and interpreted and reported results to health professionals for creation of relevant care plans.
- Interpreted neurological observations of central nervous systems to determine causes of ailments or disorders.
- Readied mentally or physically handicapped for social adjustment, development and education through individualised coaching.
- Maintained a clean and safe patient care environment, conducting regular checks to adhere to health and safety standards.
- Responded to patient emergencies, providing immediate care and stabilising patients until further medical help arrived.
- Supported patients with daily activities such as bathing, dressing, and mobility, promoting independence and dignity.
- Administered medications and injections to patients as prescribed by healthcare professionals, following strict protocols.
Healthcare Support Worker
Autumn Lodge nursing home
Liverpool, Merseyside
06.2012 - 02.2014
- Documented care provided, ensuring accurate and up-to-date records were kept.
- Built strong, trusting relationships with patients by providing continuous support and delivering best possible care.
- Assisted patients with daily personal care tasks, including bathing, dressing, and grooming to promote comfort and hygiene.
- Assisted with daily living activities, promoting independence amongst elderly clients.
- Provided emotional support to patients and families, offering reassurance and empathy during challenging times.
- Provided emotional support and companionship, building trusting relationships.
- Aided in bathing, dressing and general mobility.
- Worked with compassion, kindness and care to deliver exceptional patient-centred clinical services.
- Monitored patient behaviour closely to determine health changes, reporting concerns immediately.
- Assisted service users with personal care-related activities maintaining dignity and respect.
- Worked closely with other care professionals to ensure patients received a high-quality care service.
- Supported patients with day-to-day wellbeing, including washing, dressing, feeding and medication administration.
- Engaged in respectful communication, respecting the dignity of those in care.
- Managed challenging behaviour sensitively, adopting a person-centred approach.
- Helped patients with tasks when required, such as walking, toileting and washing.
- Helped patients improve mental wellbeing by providing a helpful and happy service throughout care.
- Facilitated patient mobility through support with walking, transfers, and use of mobility aids, enhancing independence.
- Maintained excellent patient relationships by going the extra mile to attend to their needs and provide ongoing support.
- Stayed in line with health and safety regulations by wearing PPE throughout patient examinations, such as gloves, aprons and face masks.
- Maintained customer confidentiality at all times.
- Responded promptly to patient alarms and calls for assistance, providing immediate support or escalation as necessary.
- Participated in training sessions, continuously improving care techniques and knowledge.
- Prepared and served nutritious meals, catering to diverse dietary requirements.
- Supported residents with mobility issues, using equipment safely to aid movement.
- Changed bed linen and washed patient clothes regularly, maintaining proper hygiene standards.
- Built positive relationships with patients through empathetic communication and attentive clinical care.
- Engaged patients in therapeutic activities, promoting mental stimulation and social interaction for well-being.
- Delivered compassionate end-of-life care, ensuring comfort and dignity for patients in their final stages.
- Responded promptly to emergencies, applying first aid and alerting medical staff.
- Reduced patient anxiety by clearly and calmly explaining clinical processes and procedures.
- Trained new staff on healthcare support protocols, enhancing team skills and ensuring quality care delivery.
- Supported patients with cognitive impairments, implementing strategies to aid memory and daily functioning.
- Disposed of hazardous and chemical waste into correct disposal systems, following company regulations.
- Carried out basic health checks on patients to evaluate patient condition, checking matters such as weight, pulse and temperature.
- Provided excellent 24-hour, one-to-one care within homes of 68 clients.
Education
Manual handling - Healthcare
Seashell Trust
Stockport, ENG 10.2018 - 11.2018
BSL British Sign Language - British sign language
Seashell Trust
Stockport, ENG 07.2016 - 07.2017
Timian training and development - Mental Health
Seashell Trust
Stockport , ENG 11.2015 - 12.2015
Advanced First Aid - Healthcare
Advanced First Aid Training
Liverpool, ENG 08.2018 - 08.2018
Behavioural Management Trainer - Behavioural therapy
Seashell Trust
Stockport , ENG 07.2018 - 08.2018
Skills
- Customer relationship management
- Team leadership
- Risk assessment
- Conflict resolution
- Staff training
- Negotiation skills
- Positive attitude
- Complaint handling expertise
- Creative thinking
- Patience under pressure
- Cleanliness
- Time-management
- Decision making
- Active listening
- Staff motivation
- Effective communication
- Team development
- Team building
- Cleaning and sanitation procedures
- Technical troubleshooting
- Relationship-building
- Pressure handling
- Engaging personality
- Situational awareness
- Computer literacy
- Risk Management
- Client Relationship Management
- Complaint handling
- Physical stamina
- Health and Safety regulations
- Health and Safety Compliance
- Training
- Stress tolerance
- First Aid certification
- Public speaking
- Self-motivation
- Customer interaction
- Persuasion techniques
- Social perceptiveness
- Event planning
- Security measures
- Cellar management
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Publican
The Grove Hotel
11.2021 - I currently work here
Manual handling - Healthcare
Seashell Trust
10.2018 - 11.2018
Advanced First Aid - Healthcare
Advanced First Aid Training
08.2018 - 08.2018
Behavioural Management Trainer - Behavioural therapy
Seashell Trust
07.2018 - 08.2018
Senior complex care health assistant
Apollo HealthCare
02.2018 - 10.2021
BSL British Sign Language - British sign language
Seashell Trust
07.2016 - 07.2017
Timian training and development - Mental Health
Seashell Trust
11.2015 - 12.2015
Assistant Nursing Practitioner
Seashell Trust
08.2014 - 01.2018
Healthcare Support Worker
Autumn Lodge nursing home
06.2012 - 02.2014