Funmi Frederick

Highly motivated and results-driven Healthcare Management professional with a BA (Hons) Healthcare Management (2:1) and extensive experience in quality monitoring, compliance, care coordination, team leadership, staff supervision and customer service. Experienced in conducting quality audits, service reviews, spot checks, staff supervision, performance monitoring and risk assessments, with a strong understanding of safeguarding, confidentiality, health and safety, data protection and CQC compliance standards. Proven ability to identify service and performance gaps, produce detailed reports, support corrective action plans and work collaboratively with managers and multidisciplinary teams to drive continuous improvement.

A confident and organized professional with strong communication, analytical and problem-solving skills, committed to maintaining high standards, improving service quality and delivering positive outcomes for service users.

QUALITY MONITORING OFFICER - Care Outlook Ltd - London

(2025-09 - 2026-06)

• Conduct quality monitoring reviews to ensure services meet organizational policies, procedures and regulatory requirements.
• Complete service audits, quality assessments and performance evaluations across care services.
• Carry out spot checks, field observations, telephone monitoring and service reviews to assess the quality and consistency of service delivery.
• Identify performance gaps, quality concerns and potential risks and communicate findings to relevant managers.
• Produce detailed monitoring reports highlighting trends, risks, compliance concerns and opportunities for improvement.
• Work closely with managers to develop and implement action plans following identified quality concerns.
• Provide coaching, guidance and support to staff to improve performance and service standards.
• Support staff supervision and development activities.
• Maintain accurate and confidential quality monitoring documentation and records.
• Support compliance with safeguarding, confidentiality, health and safety and data protection requirements.
• Contribute to continuous improvement initiatives designed to enhance service quality and client outcomes.

TEAM LEADER & STAFF COORDINATOR - Langley Oaks Care Home - United Kingdom

(2018-12 - 2025-05)

• Supervised day-to-day operations and coordinated staffing requirements to maintain safe and effective service delivery.
• Supported staff allocation and ensured appropriate staffing levels according to operational requirements.
• Conducted staff supervision sessions and provided ongoing coaching, mentoring and support.
• Assisted with staff induction, training and performance management.
• Supported colleagues in maintaining high standards of person-centered care.
• Maintained accurate incident reports, care records and operational documentation.
• Identified and escalated concerns appropriately in accordance with organizational procedures.
• Supported quality improvement initiatives and contributed to maintaining high standards of care.
• Worked collaboratively with multidisciplinary teams to support positive outcomes for residents.
• Promoted effective communication between staff, management, residents and other relevant stakeholders.

CUSTOMER SERVICE ADVISOR - OHUK - London

(2016-03 - 2018-04)

• Managed customer enquiries through telephone and email communication while maintaining a professional and customer-focused approach.
• Resolved complaints and customer concerns efficiently and appropriately.
• Maintained accurate customer information, records and internal databases.
• Identified customer requirements and provided appropriate information and support.
• Escalated complex concerns when necessary to ensure effective resolution.
• Supported administrative functions and internal team communication.
• Managed competing priorities while maintaining high levels of accuracy and customer satisfaction.
• Contributed to maintaining positive customer relationships and service standards.

CUSTOMER SUPPORT OFFICER - Cabenco & Support Service - United Kingdom

(2015-06 - 2016-02)

• Delivered professional customer support and maintained positive relationships with clients and service users.
• Responded to customer enquiries and supported the resolution of service-related concerns.
• Recorded customer feedback and contributed to service improvement activities.
• Assisted with administrative duties, data management and record keeping.
• Supported community engagement activities and event coordination.
• Assisted with day-to-day office operations.
• Maintained accurate and confidential records.
• Worked collaboratively with colleagues to ensure effective and responsive service delivery.

VOLUNTEER CARER - Private Care

(2012-05 - 2015-09)

• Provided personal care and companionship to an elderly individual.
• Assisted with daily living activities while promoting independence, dignity and wellbeing.
• Provided emotional support and maintained a compassionate and respectful approach.
• Observed changes in wellbeing and communicated concerns appropriately.
• Always maintained confidentiality and respected individual preferences.

BA (Hons) - Healthcare Management - Arden University