Jacqueline Lightfoot

My professional and life skills make that i am able to work efficiently, effectively and calmly in response to highly stressful situations. I have the ability to adapt and maintain a good rapport, supporting, educating visitors, clients and staff. I demonstrate effective listening and verbal skills with the ability to work with all members of a team, providing support and guidance to junior staff.

I have an outstanding eye for details, adaptability in various situations with diverse groups. Proficient with my observation, assessing, planning, implementation and evaluation in order to conclude a given task. I have the experience with the management of staff, staff recruitment and selection, facilitating learning and development.

Working autonomously and managing my own workload. I am a reliable call centre professional with experience in handling high call volumes with accuracy for optimum productivity. My experience also include IT skills using Microsoft word, excel, PowerPoint and emails, being able to type whilst conversing with client.

I have outstanding problem-solving and rapport-building skills to seek timely solutions to customer problems. Dependable team player committed to improving call metric standards. Excellent time management, being able to work to timelines.

Love a challenge and eager to learn new skills.

Staff Nurse – Outpatient / Pre-assessment - Beacon Park Hospital

(2024-01)

• Recording patient systemic observations, weight, height BMI.
• Taking blood and completing the necessary paper work to send samples to the laboratory, MRSA screening, recording ECG
• Giving information and advice for upcoming / booked surgery.
• Providing medication advice as per protocol of medications to be stopped preoperatively.
• Reviewing patient completed health questionnaire and escalating to the anaesthetist for review if required.
• Liasing with GP practices for further patient information.
• Informing patient of their non-suitability for surgery and providing support.
• Supporting colleagues, managing a telephone clinic when allocated.
• Chasing up patient results checked by the RMO and signing the patient off as "Being fit for surgery"
• Ensuring a clean working environment to welcome patients, stocking up at the end of each clinic, preparing for clinic the next day and ordering the necessary tests as per the patient.
• Attending staff meetings as required.
• Maintaining on-line training, triaging our own team of Consultant patients for suitability to have surgery and to have arranged for Bookings to notify the patients for a Face to Face clinic or Telephone appointment with tests to follow.
• Management of Telephone Clinic as allocated, reviewing NHS ERS for suitability to add to consultant waiting list for surgery, supporting and training of New and junior staff, Health and Safety Representative for the Department and attending meetings.

Nurse Team Leader - Goodshape - Watford, Hertfordshire

(2006-12 - 2023-05)

Nurse Team Leader for 16yrs and working remotely for 15yrs, initially starting as a Nurse Advisor taking calls within an Absence Management / Occupational Health company

• Supporting staff during probation
• Handling inbound and outbound calls
• Speaking with members of the public
• Checking staffing at the start of shift and contacting staff not on duty.
• Encouraging team to be responsible to take 75% of annual leave before October each year
• Encouraging team to maintain themself annual balance when taken
• Maintaining staff training record with training lead
• Supporting staff undergoing Performance Improvement Plan supporting with summary email of the meeting with realistic SMART goals
• Awarding staff recognition for, a job well done
• Maintaining great communication with the team promoting an open door policy to provide support
• Always providing feedback / update as required
• Supporting staff with role-play to improve work performance and to maintain high standards
• Arranging out of hours Team engagement developing an open cohesive team
• Being responsible for my own Personal and Professional Development
• Arranging meetings with team members
• Training junior agents on customer service excellence, boosting customer satisfaction rates.
• Training junior staff to Shift Lead and knowing when to escalate
• Promoting email etiquette
• Giving advice and worsening advice whilst signposting callers following triage for self care /GP / NHS 111 /999.
• Working remotely 16yrs
• Being responsible for my own workload
• Managing a team of staff
• Monthly staff 1:1 and annual appraisals
• Team Lead - Level 2 trained 2018
• Preparation over 11months for annual appraisals
• Sharing with other Team Leads and Senior Management any ideas to improve staff performance and motivation
• Telephone interview and staff selection
• Shift leading duties
• Support and training of new staff following induction
• Arranging and providing exit interviews for leavers and signing off any returned equipment - liasing with HR
• Providing junior staff with supportive welfare calls during their absence, supporting staff undergoing absence monitoring and management after triggering, performance management, supporting staff returning to work following a long absence I.e phased return to work
• Quality Monitoring of calls
• Supporting staff towards or returning from maternity leave
• Managing staff Engagement / Innovation
• Supporting staff with training towards any new company implementations
• Handled high call volumes with accuracy and efficiency for optimum productivity
• Completing return to work interviews
• IT experience and skills using microsoft word, excel, PowerPoint and emails
• Able to multi-task whilst using application platforms
• Able to type / communicate whilst providing customer service

Ward Sister - Bishops Wood Hospital

(1997)

NHS and Private sector ward experience. Private sector out-patient experience

Professional Diploma - Health & Safety at Work (1993 - 1993)

ENB 998 - Teaching and Assessing (1994 - 1994)

Level 2 ENB 264 - Burns and Plastic Surgery Nursing (1995 - 1995)

Level 2 - First Line Management Training - Queen Marys Hospital, Roehampton, Wandsworth (1995 - 1995)

Level 2 - Introduction to Critical Care (2004 - 2004)

Certificate - Nursing Counselling Skills (2004 - 2004)

Diploma - Nursing Counselling Skills (2005 - 2005)

Diploma - Business Management (2001 - 2001)

Certificate of Higher Education - Introduction to Conflict Management and Negotiation (2017 - 2017)

Level 3 - Certificate in Team Leadership (2017 - 2017)

Certificate - Management Skills: Build Employee Engagement and Performance (2018 - 2018)

Certificate - Firstcare (2020-03 - 2020-03)