Ashleigh Aistrop

Key Responsibilities and Achievements:

• Client Satisfaction Improvement:
  Proactively address and resolve client (resident and contracting authority) complaints and concerns related to care provision, service quality, employee performance, and health and safety. Ensure high levels of client satisfaction through prompt and effective solutions.
• Quality Assurance and Process Improvements:
  Develop and implement quality assurance initiatives aimed at improving service quality. Spearhead process improvements for increased efficiency and effectiveness in care delivery and operations.
• Record Keeping and Compliance:
  Develop and manage various critical record-keeping registers, including those for Fire Safety, Injury on Duty, Incidents and Complaints, Employee Core Competencies, and Training and Development. Ensure all records are meticulously maintained for regulatory compliance.
• Staff Training and Development:
  Organise and conduct quality standard training sessions for both new and existing staff, ensuring that all team members are equipped with the knowledge to meet organisational standards and client expectations.
• Audit and Regulatory Compliance:
  Assist in preparing for external audits, supporting the organisation in maintaining key certifications and meeting regulatory requirements. Perform internal audits across all entities where employees are deployed, documenting findings and producing detailed audit reports. Maintain a comprehensive record of all audits and inspections for easy reference and management review.
• Cross-Departmental Collaboration:
  Communicate effectively with various departments to ensure alignment on quality-related issues and updates. Collaborate toward shared goals of excellence in staff performance, compliance, client satisfaction, health and safety, and infection control.
• Continuous Improvement and Corrective Actions:
  Collaborate with cross-functional teams to identify areas for improvement within deployed entities. Implement corrective actions as necessary to drive continuous improvement.
• Quality Control Documentation:
  Develop and maintain comprehensive quality control documentation, providing clear guidelines to staff for consistent adherence to best practices and organisational standards.
• Data Accuracy and Audit Tools:
  Enhance data accuracy through the design and implementation of quality audit tools, ensuring reliable and accurate reporting across the organisation.

Key Responsibilities and Achievements:

• Team Management:
  Managed a team of 16 ward clerks and 4 customer care clerks, overseeing day-to-day operations, ensuring high performance, and maintaining a positive work environment. Addressed disputes, disciplinary actions, and other workplace issues promptly and effectively.
• Clerk Coordination and Placement:
  Coordinated clerk placements, managed administrative details, and ensured smooth operations within the department. Facilitated the onboarding process, including induction procedures and the collection of necessary documentation, to ensure seamless integration of new hires across all designations.
• Employee Database Management:
  Developed and maintained comprehensive employee databases, ensuring all personnel records were up-to-date, accurate, and compliant with GDPR regulations. Managed confidential employee details with the utmost discretion and security.
• Performance Management:
  Conducted regular performance appraisals for clerks, providing constructive feedback and identifying areas for improvement. Worked to enhance team performance through personalised development plans and ongoing support.
• Organizational Systems and Efficiency:
  Designed and implemented an online filing system for confidential employee records, improving accessibility, efficiency, and security. Developed and maintained effective filing systems for important documents, streamlining office operations.
• Payroll and Timekeeping Management:
  Managed payroll data entry and processing for 500 employees, ensuring compliance with company guidelines. Verified and reviewed employee time records, calculating overtime, vacation, and sick hours, and resolved payroll discrepancies promptly to maintain high employee satisfaction.
• Payroll Issue Resolution:
  Investigated payroll variances, resolved employee claims, and ensured accurate data entry. Responded to employee payroll queries in a timely and professional manner.
• Employee Benefits and Leave Tracking:
  Monitored and tracked employee vacation, sick, and personal time, collaborating with HR, payroll, and finance departments to ensure accurate benefit deductions and leave balances.
• Confidential Document Management:
  Managed and maintained secure filing systems for confidential documents, ensuring sensitive information was protected in compliance with privacy regulations. Oversaw client files and maintained office management software for efficient document retrieval.
• Staff Training and Development:
  Trained new administrative staff members to ensure consistent performance standards across the organisation, promoting a high level of service and efficiency.
• Invoicing and Administrative Support:
  Processed and received invoices for payment, managed electronic and paper filing systems, and delegated tasks to administrative support staff to enhance office productivity.
• Communication and Workplace Culture:
  Fostered open communication channels between employees and management, contributing to a positive and collaborative workplace culture. Ensured staff were well-informed and supported in their roles.

Key Responsibilities and Achievements:

• Role Development and Staff Oversight:
  Developed the roles and responsibilities for Administration Clerks at a newly built Elderly Residential Hospital, ensuring clear expectations and efficient team operations from the outset.
• Customer Service and Communication:
  Handled incoming phone calls, addressed inquiries from employees, and assisted relatives of residents, ensuring timely and accurate responses to all queries.
• Office Procedures and Target Achievement:
  Established and maintained standard office procedures to meet demanding targets, driving operational efficiency and ensuring smooth office functioning.
• Confidentiality and Data Protection:
  Maintained strict confidentiality of sensitive information, adhering to company policies and data protection regulations to safeguard resident and employee privacy.
• Cost-Saving Initiatives:
  Contributed to cost savings by identifying inefficiencies in office supply management and implementing improvements, ensuring optimal use of resources.
• Employee Record-Keeping:
  Collaborated with the HR team on accurate and compliant employee record-keeping, ensuring personnel files were maintained throughout the employment lifecycle.
• Process Optimization:
  Streamlined office processes by implementing efficient filing systems and organizational techniques, improving workflow and reducing time spent on administrative tasks.
• Office Equipment Troubleshooting:
  Managed non-functional office equipment, troubleshooting and resolving issues independently to ensure uninterrupted team productivity.
• Software Proficiency and Efficiency:
  Developed expertise in various administrative software programs, enhancing department efficiency through improved tools and processes.
• Enhanced Communication Systems:
  Improved communication within the department by establishing a centralized email system, ensuring streamlined correspondence and faster responses to internal and external requests.
• Clerical Support and Documentation:
  Provided comprehensive clerical support through data entry, document management, email correspondence, and oversight of office equipment operations, ensuring high levels of service and organisation.
• Data Entry and Record Management:
  Inputted data into spreadsheets and databases with accuracy and attention to detail, supporting effective data management across various administrative functions.
• Inventory Management:
  Maintained a well-organized and adequately stocked inventory of office supplies, placing orders promptly to prevent material shortages.
• File and Record Review:
  Reviewed files, records, and other documents to gather information and respond to requests, ensuring accuracy and timeliness in document retrieval.
• Operational Efficiency and Compliance:
  Fostered operational efficiency by coordinating office activities in line with company policies, contributing to a compliant and effective workplace.
• Attention to Detail in Data Entry:
  Reduced errors in data entry tasks through careful attention to detail and thorough verification procedures, ensuring data integrity.

Key Responsibilities and Achievements:

• Dining Environment Maintenance:
  Maintained a clean and welcoming dining environment, ensuring a positive guest experience by creating an inviting atmosphere for diners.
• Efficiency and Organization:
  Kept server areas clean and well-stocked, enhancing workflow and increasing efficiency while managing multiple tables and orders.
• Service Under Pressure:
  Handled high-pressure situations with composure, consistently delivering excellent service standards during busy shifts and ensuring guest satisfaction.
• Multitasking and Time Management:
  Exhibited strong multitasking skills by balancing multiple tables, orders, and customer requests, delivering prompt and efficient service in a fast-paced environment.

Key Responsibilities and Achievements:

• Reservation and Order Management:
  Took reservations and to-go orders by phone, providing accurate wait times and responding to customer inquiries promptly.
• Exceptional Customer Service:
  Delivered exceptional service by engaging with customers in a friendly manner, answering questions, and addressing concerns to ensure a positive experience.
• Coordination with Servers:
  Checked in with servers to confirm preparedness before seating customers, ensuring smooth operations during high-traffic periods.
• Multitasking and Guest Support:
  Demonstrated strong multitasking abilities by managing phone inquiries while assisting in-person guests, ensuring seamless service delivery.
• Customer Satisfaction and Seating Efficiency:
  Enhanced guest satisfaction by greeting and seating them promptly upon arrival, maintaining an organized waitlist to minimize wait times.
• Reservation Management and Special Requests:
  Managed reservations efficiently, accommodating special requests and ensuring accurate guest counts to optimize seating arrangements.
• Menu and Service Information:
  Provided customers with information about hours, seating options, and menu items, ensuring clarity and satisfaction.
• Collaboration with Servers:
  Worked closely with servers to ensure smooth transitions between tables, minimizing guest wait times and enhancing overall service flow.
• Complaint Resolution:
  Addressed guest complaints professionally, taking swift action to resolve issues and enhance the overall guest experience.

Key Responsibilities and Achievements:

• Emotional Support and Companionship:
  Provided emotional support and companionship to patients, fostering trust and improving overall wellbeing through meaningful interactions and care.
• Health Monitoring and Reporting:
  Monitored patient health, promptly reporting any changes or concerns to healthcare professionals to ensure timely interventions and appropriate care.
• Nutritional Support:
  Assisted with feeding and monitored nutritional intake, supporting patients in achieving their dietary objectives and maintaining proper health.
• Fall Prevention and Injury Reduction:
  Reduced falls and injuries among residents by implementing customized exercise programs tailored to individual needs, promoting physical activity and safety.
• Social Engagement and Personal Care:
  Engaged patients in conversations, social activities, and personal care assistance, contributing to their emotional and social wellbeing.
• Support with Daily Living Activities:
  Assisted residents with daily living tasks, promoting independence while ensuring dignity and comfort in all aspects of personal care.
• Individualized Care Plans:
  Monitored and assisted residents in accordance with their individualized service plans, ensuring personalized care and attention to specific needs.
• Personal Care Assistance:
  Provided guidance and support with dressing, grooming, meal preparation, and medication reminders, ensuring residents' needs were met in a compassionate and professional manner.

Key Responsibilities and Achievements:

• Health Monitoring and Reporting:
  Recognized and reported abnormalities or changes in patients' health status to the case manager, ensuring timely and appropriate care. Recorded vital signs, including temperature, blood pressure, pulse, and respiration rate, as directed by medical or nursing staff.
• Collaboration and Care Planning:
  Actively participated in case conferences, providing updates on resident progress and collaborating with the care team to strategize for continued improvement and support.
• Physical Support and Mobility Assistance:
  Assisted patients with mobility, helping them move in and out of beds, baths, wheelchairs, and automobiles, ensuring safety and comfort during transitions.
• Goal-Oriented Support:
  Supported residents in achieving personal goals through targeted interventions designed to foster growth, self-improvement, and independence.
• Assistance with Daily Living Activities:
  Assisted residents with daily living tasks, promoting independence and self-sufficiency while maintaining dignity and respect.
• Meal Planning and Nutritional Support:
  Assisted in meal planning, preparation, and serving, ensuring that each resident's nutritional requirements were met according to their individual needs.
• Detailed Record-Keeping:
  Maintained accurate and detailed records of resident progress, ensuring all documentation was up-to-date for future reference and care continuity.
• Effective Communication:
  Facilitated communication between residents, family members, and other caregivers, ensuring confidentiality and the timely exchange of important information.
• Resident Transition Support:
  Supported smooth transitions for new residents by assisting in orientation procedures and helping them acclimate to their new living environment.
• Social Engagement and Activity Coordination:
  Promoted a positive living environment by organizing and encouraging participation in engaging group activities, fostering social interaction and emotional well-being.
• Collaboration with External Service Providers:
  Coordinated with external service providers, such as therapists and social workers, to ensure comprehensive care and support for residents.
• Individualized Care and Monitoring:
  Monitored and assisted residents in accordance with individualized service plans, ensuring tailored care and continuous improvement.
• Alertness and Responsive Care:
  Remained alert to any health or personal issues and responded competently and promptly to address concerns or needs, maintaining a high level of care.

Key Responsibilities and Achievements:

• Emotional Support and Companionship:
  Provided emotional support and companionship to patients, building trust and fostering a sense of security, which significantly contributed to their overall wellbeing.
• Assistance with Daily Living Activities:
  Assisted patients with daily living activities, promoting independence and enhancing quality of life by supporting them in essential tasks while respecting their dignity.
• Personal Hygiene Management:
  Managed clients' personal hygiene routines, including bathing, dressing, and grooming, ensuring tasks were completed with sensitivity and respect, while maintaining a high standard of care.