Ann Lazenby
Harrogate,United Kingdom
Summary
Experienced care manager with a proven track record of overseeing the well-being of 25 residents and managing a dedicated team to deliver person-centred care. Demonstrates exceptional leadership skills, team supervision, and staff management while ensuring safety-conscious practices and risk management. Adept at employee training and development, performance monitoring, and implementing effective team-building strategies to enhance operational efficiency. Skilled in decision-making, task prioritisation, and issue resolution under pressure, with a proactive approach to client support and customer service excellence. Proficient in Microsoft Office Suite and Excel, with strong report-writing capabilities and critical-thinking expertise. Committed to fostering a positive environment that prioritises resident needs while achieving organisational goals.
Organised Team Leader with over 25 years of experience. Builds positive rapport, inspires trust and guides teams to achieve organisational goals. Strong facilitator, trainer and mentor.
Overview
26
26
years of professional experience
Work History
Principal Team Leader
Anchor Hanover Group
Harrogate, England
04.2019 - Current
- Coordinated daily tasks, ensuring smooth workflow within the team and the running of the floor.
- Supporting team members through new or difficult workflows.
- Delegated tasks to make best use of individuals skills.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Led shifts and motivated team.
- Encouraged open communication, fostering a positive work culture.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Monitored health and safety measures for guaranteed compliance.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Developed strategies for improved performance for the team.
- Maintained smooth-running of a floor by delegating priorities to staff abilities.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Promoted professionalism among staff to develop productive relationships.
- Implemented new working methods which improved overall efficiency of the team operations.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Increased team cohesion by implementing regular feedback sessions.
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Managed medication administration for residents, adhering strictly to prescribed doses.
- Worked with compassion and empathy, prioritising well being and dignity for optimal patient comfort.
- Monitored new staff to assess care provisions and implement continued best practices.
- Maintained accurate records of resident's progress and medical history.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Administered medications in line with care plans and nursing team guidance.
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Liaise with healthcare professionals for improved resident care outcomes.
- Submitted reports to the manager regarding any concerns of a resident or staff member.
- Provided consistent and high-quality elder care, ensuring comfort and safety.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Ensured patients took all medications as prescribed by their doctor, recording details of timings and side effects.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Maintained confidentiality and compliance standards for optimised patient care.
- Reduced stress levels for family members through clear communication regarding their loved ones' well-being.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Assisted in daily personal care tasks, promoting independence amongst residents.
- Updated families regularly on patient progress and treatment plan changes.
- Maintained secure patient environments, enforcing safe systems and practices in line with safeguarding requirements.
- Assisted with medicine and stock counting, ordering and replenishing.
- Provided high-quality person-centred support and received consistently positive patient feedback.
- Completed care plan documentation to chart progress and improve resident health outcomes.
- Promoted dignity by assisting residents with limited mobility to complete personal care, including washing and dressing.
- Delivered compassionate end-of-life care, respecting dignity of the individual at all times.
Senior care assistant
Brighterkind
Harrogate, England
07.2007 - 04.2019
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Managed medication administration for residents, adhering strictly to prescribed doses.
- Worked with compassion and empathy, prioritising wellbeing and dignity for optimal patient comfort.
- Monitored junior staff to assess care provisions and implement continued best practices.
- Maintained accurate records of resident's progress and medical history.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Administered medications in line with care plans and nursing team guidance.
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Co-ordinated with healthcare professionals for improved resident care outcomes.
- Submitted reports to manager regarding status of client.
- Provided consistent and high-quality elder care, ensuring comfort and safety.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Ensured patients took all medications as prescribed by their doctor, recording details of itimings and side effects.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Maintained confidentiality and compliance standards for optimised patient care.
- Reduced stress levels for family members through clear communication regarding their loved ones' well-being.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Assisted in daily personal care tasks, promoting independence amongst residents.
- Updated families regularly on patient progress and treatment plan changes.
- Maintained secure patient environments, enforcing safe systems and practices in line with safeguarding requirements.
- Assisted with medicine and stock counting, ordering and replenishing.
- Completed care plan documentation to chart progress and improve resident health outcomes.
- Promoted dignity by assisting residents with limited mobility to complete personal care, including washing and dressing.
- Delivered compassionate end-of-life care, respecting dignity of the individual at all times.
- Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
- Demonstrated empathy whilst dealing with challenging behaviours or emotional distress from residents.
- Positioned, lifted and transported patients with limited mobility.
- Conducted regular health checks on residents to ensure wellbeing.
- Recorded clinical observations in electronic health record and reported observed changes to senior clinical staff.
- Monitored client health conditions and reported immediate issues to manager.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Improved patients' quality of living, engaging in fulfilling and meaningful activities to encourage community access.
- Adapted to service users' needs and requests to maintain personalised care.
- Supported numerous individuals in maximising physical, intellectual, emotional and social capabilities through individualised care plans.
- Completed documentation of care, hospital actions and patient activities for up-to-date client records.
- Assisted others during emergency situations ensuring minimal harm towards any party involved.
- Ensured clean and safe living environment by routine cleaning tasks.
Sales manager
Butterfly Kisses
Harrogate, England
01.2005 - 07.2006
- Analysed sales reports to identify trends and update strategies.
- Supported front-line sales teams with well-coordinated administrative operations.
- Developed robust client relationships for improved business growth.
- Led high-performance sales teams, ensuring achievement of targets.
- Optimised sales methods to best engage, acquire and retain customers.
- Built strong relationships with regular customers for repeat business.
- Managed till operations smoothly, reducing waiting time for customers.
- Assisted customers with product selection for optimal satisfaction.
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Assisted customers in locating specific items to boost satisfaction.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
- Ensured stock replenishment in a timely manner to maintain product availability.
- Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
- Improved customer service by efficiently handling queries and complaints.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Took interest in customers' needs and concerns to provide thoughtful advice and product recommendations.
- Operated cash registers with accuracy and processed cash and card transactions.
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Updated product labelling and pricing to reflect discounts and offers.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Followed company procedures and guidelines for smooth retail operations.
- Conducted stock checks, faced-up shelves and recorded out-of-stock items to fulfil customer demand.
- Helped customers obtain specialised help for refunds and exchanges.
- Built lasting relationships with clients through customer service interactions.
- Conducted daily inventory checks to manage stock levels accurately.
- Prepared orders for customers with wrapped, bagged and boxed items.
- Carried out active selling from initial customer greeting.
- Totalled bills using maths skills and maintained accurate till count.
- Inspected products for damages and expiry dates before processing refunds.
- Delivered exceptional after-sales service, encouraging repeat business.
Administrative coordinator
Operon
Harrogate, England
02.2004 - 01.2005
- Coordinated staff schedules, optimising resource allocation and improving operational capacity.
- Updated office management on team's activities and progress at weekly meetings.
- Verified documents and associated records to catch and resolve discrepancies.
- Created and submitted progress reports to upper management.
- Maintained confidential files, ensured data privacy compliance.
- Improved office efficiency by streamlining administrative procedures.
- Provided high-quality customer service for enhanced client satisfaction.
- Responded to telephone enquiries from clients, vendors and members of public.
- Added new data and notes to project and resource tracking spreadsheets.
- Coordinated travel arrangements, ensured smooth business trips.
- Received and screened high-volume internal and external communications, calls and email.
- Managed and resolved employee queries and concerns to create positive workplace culture.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
- Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
- Prepared detailed reports with use of data analysis skills.
- Collaborated with other engineers to solve intricate mechanical problems.
- Assisted senior engineers to optimise workflow.
- Provided technical guidance to junior engineers, fostering a learning environment within the team.
Auxiliary nurse
NHS Foundation Trust
Harrogate, England
03.2002 - 02.2004
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Cleaned, sterilised and stored clinical equipment appropriately.
- Collected and disposed of clinical waste in line with regulations.
- Supported bed-ridden patients through regular repositioning and chair-based exercise, helping to prevent sores, joint degeneration and blood clotting.
- Monitored vital signs regularly, alerting medical staff to any significant changes promptly.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Provided comfort to patients by offering emotional support and companionship.
- Monitored medical supply levels and restocked exam rooms.
- Set up medical equipment as required, facilitating timely treatment administration.
- Recorded weight and height measurements, blood pressure and blood sugar levels.
- Assisted in feeding patients with difficulty swallowing or eating independently; ensured proper nutrition intake.
- Recorded vital signs and other metrics to inform care team of ongoing progress.
- Prepared treatment rooms prior to use.
- Provided attentive first-hand care, comfort and safety to patients.
- Kept patient environments clean and neat following optimum hygiene standards.
- Delivered personal hygiene assistance to patients, maintaining dignity at all times.
- Performed daily clinical observations, recording medical data accurately and securely.
- Built caring, supportive relationships with residents, enhancing daily life through personalised care.
- Maintained hygiene standards, cleaning and clearing patient rooms according to ward protocol.
- Participated in training sessions and workshops to keep nursing skills updated.
- Responded to patient call lights and supported continuum of care with appropriate interventions.
- Carried out regular observations for changes in patient's health condition.
- Provided incontinence care and bed baths, maintaining patient dignity at all times.
- Enhanced patient satisfaction with clear and compassionate communication.
- Delivered practical and emotional support to patients and caregivers, enhancing quality care provisions.
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Reported non-compliant behaviour to head nurses to maintain high-quality care.
- Carried out safe, secure manual handling, promoting independence whilst assisting patients with mobility.
Senior care assistant
Oak Ville Park Private care home
Harrogate, England
01.1999 - 03.2002
- Delivered personal care focused on individual needs, preserving patient dignity and self-esteem.
- Managed medication administration for residents, adhering strictly to prescribed doses.
- Worked with compassion and empathy, prioritising wellbeing and dignity for optimal patient comfort.
- Monitored junior staff to assess care provisions and implement continued best practices.
- Maintained accurate records of resident's progress and medical history.
- Ensured optimal hydration, monitoring and recording patients' fluid intake and output in fluid balance charts.
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Submitted reports to manager regarding status of client.
- Provided consistent and high-quality elder care, ensuring comfort and safety.
- Maintained up-to-date knowledge on latest care practices by attending regular meetings and training opportunities.
- Assisted in all aspects of personal care, retaining comfort and dignity.
- Maintained confidentiality and compliance standards for optimised patient care.
- Observed patient condition and behaviour closely, reporting changes or concerns promptly.
- Assisted in daily personal care tasks, promoting independence amongst residents.
- Used outstanding communication and interpersonal skills to build positive relationships with clients for exceptional satisfaction ratings.
- Completed care plan documentation to chart progress and improve resident health outcomes.
- Promoted dignity by assisting residents with limited mobility to complete personal care, including washing and dressing.
- Delivered compassionate end-of-life care, respecting dignity of the individual at all times.
- Charted daily observations, mobility activity and eating percentages to aid continued client assessment.
- Demonstrated empathy whilst dealing with challenging behaviours or emotional distress from residents.
- Positioned, lifted and transported patients with limited mobility.
- Recorded clinical observations in electronic health record and reported observed changes to senior clinical staff.
- Monitored client health conditions and reported immediate issues to manager.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Kept patient environments clean and neat following optimum hygiene standards.
- Prioritised patient welfare, providing comfort, reassurance and support to reduce anxiety and distress.
- Helped individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Improved patients' quality of living, engaging in fulfilling and meaningful activities to encourage community access.
- Adapted to service users' needs and requests to maintain personalised care.
- Assisted others during emergency situations ensuring minimal harm towards any party involved.
- Ensured clean and safe living environment by routine cleaning tasks.
- Maintained optimal safety standards throughout client home and care environments, prioritising risk-reduction, health and hygiene.
- Provided attentive first-hand care, comfort and safety to patients.
Education
On going training - Care
E-learning Anchor Care Home
Harrogate 04.2019 -
NVQ Level 3 Team Leading - Care
In home
Harrogate 04.2011 - 04.2012
NVQ Level 1,2 and 3 - Care
Key skills Care Skills
Harrogate 02.2003 - 11.2005
NVQ Level 1,2 and 3 - Care
Communication Skills Care Skills
Harrogate 01.2002 - 04.2005
NVQ Level 1,2 and 3 - Care
IT care skills
Harroagte 01.2004 - 06.2005
NVQ Level 2 and Level 3 - Care
Care skills
Harrogate 01.2003 - 04.2006
Certificate of Higher Education - Leisure and Tourism and sports.
Harrogate/Leeds Metropolitan university
Harroagte 09.1999 - 06.2002
GCSEs - all must areas
Granby High School
Harrogate 09.1994 - 07.1999
Skills
Below is what part of my role within the care and been a manager of a floor of 25 residents and staff to manage and to ensure safe practising of person centred care is given and the needs are met for the residents and family
- Knowledge sharing
- Positive attitude
- Team supervision
- Task prioritising
- Leadership
- Staff appraisals
- Personnel training
- Team development strategies
- Risk Management
- Safety consciousness
- Employee performance reviews
- Task delegation
- Client support
- Risk assessment knowledge
- Proactive approach
- Report-writing
- First-aid certified
- Goal development planning
- Department management
- Stock management
- Effective delegation
Affiliations
- Keeping fit and into rock music.
Accomplishments
I have received an award for saving a staff member life and been recognised for employer of the month.
References
References available upon request.
Timeline
Principal Team Leader
Anchor Hanover Group
04.2019 - Current
On going training - Care
E-learning Anchor Care Home
04.2019 -
NVQ Level 3 Team Leading - Care
In home
04.2011 - 04.2012
Senior care assistant
Brighterkind
07.2007 - 04.2019
Sales manager
Butterfly Kisses
01.2005 - 07.2006
Administrative coordinator
Operon
02.2004 - 01.2005
NVQ Level 1,2 and 3 - Care
IT care skills
01.2004 - 06.2005
NVQ Level 1,2 and 3 - Care
Key skills Care Skills
02.2003 - 11.2005
NVQ Level 2 and Level 3 - Care
Care skills
01.2003 - 04.2006
Auxiliary nurse
NHS Foundation Trust
03.2002 - 02.2004
NVQ Level 1,2 and 3 - Care
Communication Skills Care Skills
01.2002 - 04.2005
Certificate of Higher Education - Leisure and Tourism and sports.
Harrogate/Leeds Metropolitan university
09.1999 - 06.2002
Senior care assistant
Oak Ville Park Private care home
01.1999 - 03.2002
GCSEs - all must areas
Granby High School
09.1994 - 07.1999
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