Rebecca MacFarlane

Compassionate, dedicated, dependable, and honest, I am driven by a genuine desire to make a positive difference in the lives of individuals. With a strong background in healthcare and hands-on experience in retail, I bring a unique blend of empathy, efficiency, and customer-focused service to every role. I am passionate about providing exceptional support and committed to delivering high-quality, person-centred care that promotes independence, dignity, and well-being.

My retail experience has strengthened my communication skills, adaptability, and ability to thrive in fast-paced environments—qualities that complement my healthcare expertise. I am confident in following care plans, assisting with personal care tasks, meal preparation, dispensing medication, and engaging in social activities, while also ensuring a welcoming and supportive atmosphere for both clients and customers.

Team Leader - Tesco Stores Ltd. - Baird Avenue, Dundee

(2025-10)

In my day-to-day role as a Team Leader, I support colleagues through clear communication, patient guidance, and consistent one-to-one coaching. I monitor wellbeing and performance, respond sensitively to personal or behavioural concerns, and create a positive, inclusive environment where individuals feel valued and supported. I stay calm under pressure, encourage open conversations, and build trust through active listening.

I adapt my approach to suit unique needs and circumstances, maintain confidentiality, and work closely with other leaders to ensure colleagues receive consistent, joined-up support.

• Progressed quickly into a leadership role, demonstrating strong people skills, emotional intelligence, and a natural ability to support and guide others.
• Completed a nine-week placement focused on coaching, communication, and people development — strengthening skills essential for providing compassionate, person-centred support.
• Led a team of thirteen new colleagues, offering patient, structured coaching to help them build confidence, develop essential skills, and overcome challenges.
• Provided ongoing one-to-one support, adapting communication and guidance to individual needs, learning styles, and personal circumstances — mirroring the personalised approach required in care settings.
• Managed sensitive wellbeing and behavioural issues with empathy, fairness, and professionalism, ensuring individuals felt supported while maintaining a safe and respectful environment.
• Built a positive, inclusive team culture where everyone felt valued, listened to, and able to succeed, promoting emotional wellbeing and psychological safety.
• Demonstrated calm, clear communication in high-pressure situations, helping colleagues feel reassured and supported during difficult moments.
• Encouraged open conversations, active listening, and trust-building, creating a supportive environment where individuals felt comfortable raising concerns or asking for help.
• Ensured high standards were consistently met by monitoring performance, offering constructive feedback, and providing additional support where needed.
• Collaborated with other leaders and teams, sharing best practice and ensuring individuals received consistent, joined-up support.
• Maintained confidentiality and managed sensitive information appropriately, showing strong awareness of safeguarding principles and professional boundaries.
• Recognised achievements and progress, boosting confidence and morale while helping individuals feel valued and motivated.
• Adapted working arrangements and support approaches to meet personal, cultural, and religious needs, ensuring fairness, dignity, and respect for all.

Customer Service Manager - Tesco Stores Ltd. - Baird Avenue, Dundee

(2025-01 - 2025-10)

As the first point of contact for customers reaching out to Tesco via phone or SM, I consistently deliver exceptional service and exceed performance targets across productivity, quality, and customer satisfaction metrics. I have played a key role in developing and maintaining a comprehensive team knowledge base, fostering collaboration and continuous improvement. My experience spans multiple business areas, where I have consistently achieved high levels of customer satisfaction.

I am known for being a reliable and knowledgeable team player, offering strong support and contributing to a positive team culture. I am deeply committed to retaining customer loyalty and delivering world-class service by:

• Listening actively to understand customer concerns and responding with empathy and precision
• Using initiative to make swift, effective decisions, offering realistic solutions and a range of options
• Thoroughly investigating complaints, addressing every issue with care and attention
• Taking full ownership of the customer journey, ensuring complete resolution and follow-up
• Treating each customer as an individual, tailoring responses to meet their unique needs
• Applying multi-skilled expertise to resolve issues confidently across various business areas
• Managing my workload efficiently to ensure timely responses
• Building strong relationships with key stakeholders to secure the best outcomes for customers
• Challenging behaviours that fall short of our values, upholding a culture of integrity and respect

Coffee Shop Manager - Henrys Coffee House - Dundee

(2024-08 - 2025-01)

I was excited to be returning to Henry's Coffee House, where I previously progressed from Barista to Store Manager. Having gained valuable experience in customer service, team leadership, and daily operations, I looked forward to bringing that knowledge back to the team. I am passionate about creating a welcoming environment, delivering high-quality service, and supporting colleagues to ensure smooth and successful store performance.

• Barista Expertise Crafting high-quality coffee and beverages to brand standards, including espresso-based drinks, teas, and specialty items.
• Customer Service Excellence Providing friendly, attentive service that creates memorable experiences and encourages repeat visits.
• Food Preparation Making and presenting hot and cold foods such as sandwiches, paninis, and toasties with attention to hygiene and presentation.
• Cash Handling & Till Operation Accurately processing transactions and maintaining a smooth checkout experience.
• Cleanliness & Hygiene Maintaining a tidy environment, cleaning tables, using dishwashers, and following food safety regulations.
• Stock Management Replenishing fridges and displays, rotating stock, and ensuring product availability.
• Teamwork & Collaboration Working effectively with colleagues in a fast-paced setting, supporting each other to meet daily goals.
• Product Knowledge Understanding menu items and ingredients to confidently answer customer questions and offer recommendations.
• Adaptability & Initiative Staying calm under pressure, thinking on your feet, and solving problems quickly during busy periods.
• Positive Attitude & Reliability

Care Assistant - Prestige Nursing & Care - Dundee

(2024-01 - 2024-11)

During my role as a Care Assistant with Prestige Nursing & Care, I provide compassionate, person-centred support to individuals across Dundee in the comfort of their own homes. My responsibilities include assisting with personal care, moving and handling, administering medication, meal preparation, and domestic tasks. I work collaboratively with healthcare professionals to ensure the best possible outcomes for each client, always placing their needs and wellbeing at the heart of everything I do.

In this field, it is vital to assess situations swiftly and effectively while remaining calm, empathetic, and focused on delivering high-quality care.

• Person-Centred Care Delivering tailored support that respects each client's individual needs, preferences, and dignity.
• Compassion & Empathy Building genuine relationships and offering emotional support to clients and their families.
• Personal Care Proficiency Assisting with bathing, dressing, toileting, and hygiene in a respectful and professional manner.
• Medication Support Administering or prompting medication safely and accurately, following care plans.
• Mobility & Handling Safely supporting clients with mobility needs, including use of equipment and manual handling techniques.
• Meal Preparation & Domestic Tasks Preparing nutritious meals and maintaining a clean, safe home environment.
• Communication Skills Listening actively, speaking clearly, and documenting care accurately for team coordination.
• Team Collaboration Working closely with healthcare professionals and colleagues to ensure holistic care.
• Adaptability & Initiative Responding calmly and effectively to changing situations, making quick decisions when needed.
• Time Management Organizing tasks efficiently to meet care schedules and respond promptly to client needs.
• Professional Integrity Upholding confidentiality, safeguarding policies, and challenging behaviours that do not align with care values.
• Driving & Reliability Being a dependable team member—especially important for roles requiring travel between clients.

Professional Live-in Carer - The Good Care Group - Dundee

(2023-09 - 2024-01)

I had a truly rewarding experience working in live-in care, supporting clients in the comfort of their own homes surrounded by their loved ones. Providing round-the-clock, one-to-one care allowed me to meet their personal, mental, social, and physical needs in a deeply meaningful way. Witnessing even the smallest improvements or a simple smile made the work incredibly fulfilling.

During my time with The Good Care Group, I delivered high-quality, person-centred care, assisted with meal preparation, household tasks, and personal care routines. I also took responsibility for ordering and administering medication and collaborated closely with a multidisciplinary team—including fellow carers, palliative district nurses, doctors, and my care manager—to ensure the best possible outcomes for each client.

• Compassion & Empathy: Building genuine relationships with clients, offering emotional support and companionship.
• Person-Centred Care: Tailoring care to meet individual needs, including those with complex conditions like dementia, Parkinson's, or physical disabilities.
• Clinical Awareness: Supporting nurse-led care plans, monitoring health conditions, and collaborating with healthcare professionals.
• Personal Care Expertise: Assisting with hygiene, dressing, mobility, and medication administration.
• Communication Skills: Listening actively, responding sensitively, and maintaining clear communication with clients, families, and team members.
• Adaptability & Initiative: Making quick, informed decisions to resolve issues and improve client outcomes.
• Team Collaboration: Sharing knowledge across the team and supporting colleagues to maintain high standards of care.
• Time Management: Managing workloads efficiently to ensure timely and thorough care delivery.
• Professional Integrity: Upholding Prestige's values by challenging inappropriate behaviours and advocating for clients' best interests.

Coffee Shop Barista - Henrys Coffee House - Dundee

(2022-08 - 2025-01)

I began my journey at Henry's Coffee House as a Barista, where my dedication and strong work ethic quickly earned recognition, leading to promotions first to Supervisor and then to Store Manager. In my managerial role, I oversaw all aspects of daily operations, including customer service excellence, quality control, inventory management, and staff scheduling and training. I ensured full compliance with health and safety regulations and maintained a clean, organised, and welcoming environment throughout the coffee house.

My leadership focused on fostering a positive team culture while consistently delivering high standards of service and product quality.

• Barista Expertise Crafting high-quality coffee and beverages to brand standards, including espresso-based drinks, teas, and specialty items.
• Customer Service Excellence Providing friendly, attentive service that creates memorable experiences and encourages repeat visits.
• Food Preparation Making and presenting hot and cold foods such as sandwiches, paninis, and toasties with attention to hygiene and presentation.
• Cash Handling & Till Operation Accurately processing transactions and maintaining a smooth checkout experience.
• Cleanliness & Hygiene Maintaining a tidy environment, cleaning tables, using dishwashers, and following food safety regulations.
• Stock Management Replenishing fridges and displays, rotating stock, and ensuring product availability.
• Teamwork & Collaboration Working effectively with colleagues in a fast-paced setting, supporting each other to meet daily goals.
• Product Knowledge Understanding menu items and ingredients to confidently answer customer questions and offer recommendations.
• Adaptability & Initiative Staying calm under pressure, thinking on your feet, and solving problems quickly during busy periods.
• Positive Attitude & Reliability

Care Certificate

Basic Life Support & First Aid

Administration of Medication

Infection Control Equality & Diversity

Person-Centred

Care Prevention of Radicalisation

Complaint Handling

Fire Safety

Conflict Resolution

Counter Fraud

Introduction to GDPR

Information Governance

Health & Safety

Food & Hygiene

Moving and handling