Qualifications, Education & Professional Development
National Diploma in Person Centred Counselling Completed a 3 month manager and leadership course
NVQ level 2 in Administration NVQ level 3 in Customer services
GNVQ in Health and Social care Access to Social Work course – distinction
Counselling Concepts course ITB2 computer course
ECDL computer Course Counselling Skills year-long course
Attended a drug awareness course in 2010 Completed an effective listening course in 2010
Profile
I am committed, vibrant individual, who excels at motivating my team and those around me. Prior to my managerial career, I gained extensive experience in working with the vulnerable and those in need. As an effective leader I am able to motivate and direct others and have a management style that promotes staff productivity, self awareness and commercial awareness. I am able to explain information clearly, recognize excellence in individuals, and inspire team members to achieve their potential while working toward common goals. I have experience in navigating teams through changing business and take time to understand the realities affecting my organisation. I am passionate to deliver and succeed, whilst maintaining a professional, calm and helpful manner. I am a flexible and dedicated person who enjoys learning new skills and I am highly motivated with determination and drive.
Key Achievements
• Successful management of clinicians and specialist support advisers
• Achieved exceptional levels of staff satisfaction in yearly survey
• Deliver world class customer service and a fantastic customer experience
• Developed the team; several former team members are now managers or in higher banding roles
• Development and implementation of case management
• Managed underwriting being transferred to the mental health team offering a leaner way of
• Supporting dietician’s in developing a mental health referral process
• Introduced new Data protection guidelines within the MH team
• Aligned complaints root cause analysis across all of specialist patient support
• Promote mental health awareness within the business
• Enhanced our customer proposition by developing self referral options
• Reduced our largest area of failure demand by 90%
• Building effective working relationships with leading NHS psychiatrists and hospital groups
• Documented all mental health team processes to ensure we are compliant with T&C framework
Career Summary
BUPA Mental health team manager STM Bupa Health Funding
April 2013 – present
Bupa are a leading international healthcare group that serve 29 million customers in 190 countries. We offer health insurance and other medical subscriptions.
I am responsible to plan, direct and oversee the operations of the mental health team within Bupa Health Funding. I oversee and lead the work of 8 advisers and 3 clinicians as direct reports and lead 23 advisers day to day. I am responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of people and other resources. I Coach, mentor, and develop staff and lead employees using performance management that encourages employee contribution and includes goal setting, feedback, and performance development planning. I lead employees to meet the organization’s expectations for productivity, quality, and goal accomplishment and empower employees to take responsibility for their jobs and goals. I Consciously create a workplace culture that is consistent with the overall organization’s and that emphasizes the mission, vision, guiding principles, and values of Bupa. I plan, evaluate, and improve the efficiency of the team’s processes to enhance speed, quality, efficiency, and output and make business decisions that are financially responsible. I establish and maintain relevant controls and feedback systems to monitor the operation of the department. I Identify trends in customer dissatisfaction and engage with key stakeholders to support the development and implementation of improvements. My other duties include Absence management, capability and disciplinary meetings, client visits, Recruitment
BUPA: Mental health advisor:
January 2011 – December 2011 (Advisor)
December 2011 – March 2013 (supervisor)
My job role began as a Mental Health Advisor and I was promoted to supervisor of the team in December 2011 working with private patients I coordinate care, advice on treatments and work with a multidisciplinary approach including liaising with many charitable organisations. I offer guidance and support for Bupa members and their families during their treatment. I also supervise the team to ensure all queries are dealt with in the stipulated time frames, and in accordance with compliance regulations. I identify development areas and offer coaching and mentoring to other team members. I have been involved in the development and implementation of numerous business pilots, constantly striving to offer a better service to Bupa members.
Some of My Duties and Responsibilities Include:
• Providing support for members during treatment
• Case management, including ensuring care packages are suitable
• Liaising with a multitude of charitable organisations, Doctors, Psychiatrists and hospitals
• Prioritise and distribute the team’s workload, as well as mentoring
• Action management complaint call backs for mental health team advisors
• Complete daily reports for the Service Team Managers
• Training other team members with new procedures
Mountwood Academy: Support/key worker/Teaching Assistant
January 2010 – January 2011
Residential school for children with special needs
In this residential school I supported young people under the age of 18 who may have physical, educational and developmental disabilities. I worked very closely with the young people, building relationships, identifying needs, encouraging integration in the local community. This role consisted of constantly reviewing my working techniques, looking at new ways to reach out to the young people.
Some of My Duties and Responsibilities Included:
• Daily reports and planning weekly activates
• Developing learning strategies/techniques to promote independence
• Responsible for the safety/welfare of individuals
• Liaise with family and social workers
• Overall responsibility for the day to day running of the supported tendency
Vodafone Ltd Position: Customer service professional/credit control
April 2004 – January 2010
Worked within the customer services department.
Some of My Duties and Responsibilities Included:
• Resolving High Value clients billing, accounts, handset queries
• Working effectively with customers to arrange payments to meet both business needs and customer ability
• Assigning potential faults to engineers to be resolved
• Promoting company products to benefit the clients
Transport and Training Services Position: Administration and sales assistant
July 2002 – April 2004
SME that sell and run CPC courses
Some of My Duties and Responsibilities Included:
• Selling CPC courses and arranged for the courses to run quarterly, including the arrangement of accommodation and resources for the course
• It was my responsibility to make sure there were enough people to attend the courses.
• Keeping the database records up to date, Filing and Regular stock checks
• Purchasing and Asset disposal
• Dealing with clients face to face to provide them with goods or information they may have needed.
Volunteer Work
Risley prison: Volunteer Counsellor
April 2010 – April 2011
My role involved one to one counselling sessions with very vulnerable clients, offering support and guidance in a non-judgmental environment.
James Lee House (men’s hostel) Volunteer counsellor
January 2008 – August 2010
My role consisted of one to one counselling with clients who have become homeless or recently released from prison. My responsibilities included keeping records and notes up to date, contracting with the clients, identifying further needs and information sharing.
Halton Haven Hospice Position: Volunteer counsellor
January 2008-August 2010
My role consisted of helping people referred by their GP for bereavement counselling. This often involved home visits; therefore I complied with lone working safety guidelines. I offered one to one counselling for those who had suffered bereavements.
