Customer Services Administrator - WSA Audiology
(2025-07 - 2025-12)
- Acted as the first point of contact for B2B customers
- Provided level 1 support of handling all incoming interactions and escalating as per correct procedures
- Handled high inbound call volumes whilst also maintaining interactions via live chat and case management
- Accurately entered and maintained data in the CRM system
- Understood and confidently discussed product portfolios across multiple brands with B2B customers
- Worked towards set KPI's and Targets
- Effectively handled complaints in line with regulatory requirements
- Provided trouble shooting solutions to support customer queries
- Assisted and trained customers on specific needs
Customer Services Advisor (telephony) - Lloyds Banking Group PLC
(2023-07 - 2024-10)
First point of contact for customers, providing exceptional service and support through telephony.
- Managed inbound customer calls efficiently and professionally
- Managed outbound calls where required to ensure customer complaints resolution
- Provided accurate information and solutions to customer queries
- Handled account-related issues, product inquiries, and general customer support
- Used telephony systems and CRM tools to log and track customer interactions
- Worked collaboratively with team members to resolve complex customer issues
- Maintained a high level of customer satisfaction through effective communication and problem-solving skills
- Contributed to team goals and participated in continuous improvement initiatives
- Demonstrated excellent communication and interpersonal skills
- Strong problem-solving and customer service orientation
- Showed ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Knowledge of telephony systems and CRM software
- Willingness to learn and adapt to new processes and systems
Pharmacist - Self employed
(2023-01 - 2023-07)
- Practiced as the responsible pharmacist in community pharmacy, ensuring the safe and legal supply of medication
- Supervised pharmacy staff
Primary Care Pharmacist - Spectra Innovative Health solutions
(2021-09 - 2023-01)
- Practiced as an independent prescriber working within scope of practice
- Provided medication review services with patients
- Acted as the practice point of contact for all medicines related matters, establishing positive working relationships
- Supported clinical pharmacists already in post and develop team learning
- Carried out face-to-face and telephone consultations with patients
- Provided advice and support for patients with self-limiting conditions
- Encouraged cost-effective prescribing within the practice
- Reviewed all safety alerts ensuring the required actions are taken
- Reconciled medicines following patients discharge from hospital or clinic appointments
- Reviewed medications for newly registered patients
- Implemented and embedded a robust repeat prescribing system
- Provided subject matter expertise on medication monitoring, implementing and embedding a system
- Carried out targeted medication reviews for high-risk patients
- Required to reauthorise medication for repeat prescribing within scope of practice
- Identified patients suitable for repeat prescribing, liaising with the relevant clinicians as required
- Reviewed and implemented safe prescribing systems for vulnerable patients, improving compliance
- Actively signposted patients to the correct healthcare professional
- Assisted with QOF targets
- Worked from home or on site
Contact Tracing Practitioner - NHS Scotland
(2021-07 - 2021-09)
- Undertook contact tracing and telephone management of cases and contacts for the National Contact Tracing Centre which may be complex and require additional investigation
- Worked to Public Health Scotland protocols and guidance, responsible for completing telephone interviews of COVID-19 cases and their contacts, seeking information to support further investigation of possible sources of infection, providing advice on self-isolation or quarantine; infection control advice and signposting those called to testing or support services as appropriate
- Determined where the case should be escalated to the Health Protection Specialist, as appropriate
Clinical Contact Caseworker - NHS Professionals (NHSP)
(2020-05 - 2021-06)
- Worked flexibly through NHS Professionals (NHSP) Bank providing public health advice, contact tracing and telephone management of a complex caseload
- Worked to Public Health England (PHE) protocols and guidance and responsible for completing the initial telephone interview/assessment of COVID-19 cases who have tested positive, are in self isolation and either vulnerable, unable to use the digital contact tracing or more complex cases requiring direct input
- Managed complex contacts/calls escalated by staff in Tier 3
- Formed part of a team of contact tracers who normally provide the first point of contact of cases of COVID-19
- Undertook case interviews and performed an initial public health risk assessment of COVID-19 cases identified for contact tracing in line with the contact tracing and management protocol and further protocols or guidance as indicated
- Ensured the timely and accurate recording of information from those interviews using systems provided
- Provided clinical advice to cases and their contacts as directed by protocols and procedures. Escalated and referred challenging or complex cases or incidents and outbreaks of COVID-19 to the team leader or local authority
Senior Clinical Pharmacist - Wirral University Teaching Hospital NHS Foundation Trust
(2005-08 - 2017-01)
- Practiced as an independent prescriber
- Attended daily consultant ward round, providing advice to other healthcare professionals
- Provided teaching and training of junior doctors and nursing staff
- Acted as the practice point of contact for all medicines related matters, establishing positive working relationships
- Supported clinical pharmacists already in post and develop team learning
- Carries out face-to-face consultations with patients
- Provided counselling, advice and support for patients regarding medication
- Encouraged cost-effective prescribing within the trust
- Reviewed all safety alerts ensuring the required actions are taken
- Reconciled medicines following patients' admission, inpatient episode and discharge from hospital
- Reviewed medications for inpatients
- Provided expertise on medication monitoring
- Carried out targeted medication reviews
- Administration
- Management and successful mentoring of junior pharmacists and trainee pharmacists
Retail Manager - Max Spielmann photographic services Ltd
(1986-06 - 1996-06)
- Staff recruitment
- Stock control
- Audit
- Staff training and supervision
- Administration
