Tracy-Ann Watts
Clarington,ON
Summary
To be part of a team and to work towards improving knowledge and skills in Health Care. Qualified as an HSW with SE Health and am currently completing training as a PSW with Trios College. Seeking a role that will help increase clinical experience and practical skills. Have Permanent Residency Status.
Skills Documentation and Reporting ;Patient Advocacy; Preventative Care; Patient Monitoring; Critical Thinking; Patient Care Assessment; Clear Patient Communication; Re-building and Managing Diverse Teams; Customer Service Expert. Highly dedicated Home Support Worker with a genuine interest elderly healthcare. Excellent attention to detail. Adept multitasker. Professional and courteous. Skilled in handling difficult and tense interpersonal situations. Accomplished business leader with over 20 years of people management and development, operational experience, and customer service. A proved track record at leveraging career experience to increase organizational productivity, reducing staff turnover, and improving efficiency. Passionate about directing and supporting operations, delivering service, and providing risk reduction solutions.
Overview
34
34
years of professional experience
1
1
Certification
Work History
HOME SUPPORT WORKER
SE HEALTH
06.2023 - 09.2023
- Worked in community, visiting 6 clients daily in their homes to assist them with tasks of daily living
- Followed care plan and directions set by RN (Nurse/ Supervisor) for each individual client
- Prepared healthy meals as required for clients
- Helped clients to arrange and book their required medical appointments
- Collaborated with other health care professionals on client's team of care
- Supported ROM through exercise charts provided by Physiotherapy team
- Planned schedule each day, contacted clients day before to advise them of time of visit
- Ensured all PPE requirements were carried out for each individual client as per regulation
- Scheduled daily and weekly care hours for client caseload
- Assisted clients with daily living needs by assisting with bathing, dressing, dental care and personal grooming to maintain self-esteem and general wellness
- Laundered items, changed sheets and made bed to keep patients' bedroom clean
- Provided compassionate and patient-focused care to cultivate well-being
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship
- Traveled to clients' homes to complete healthcare services and promote continuity of care
- Completed entries in log books, journals, and care plans to accurately document and report patient progress
BUSINESS OWNER
ELEMENTAL HEALING
08.2012 - 06.2023
- Started online business while caring for ill family member
- Promoted business via social media to generate leads and establish client base
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers
- Designed business plan to define concept, short-term and long-term goals and strategies
- Interacted well with customers to build connections and nurture relationships.
- Business still operating
HEAD OF DEPARTMENT CUSTOMER OPERATIONS
REMOBIS REFUND SERVICES
09.2010 - 08.2012
- Managed team of 10 international professionals and department of 76 personnel from across Europe
- Implemented KPIs and Business Plan for department as well as guided all other Heads of Departments in creating theirs
- Led department through rebranding project ensuring changes complied with all VAT requirements of 27 countries within EU and remained compliant to 8th and 13th Directive ensuring department could continue claiming VAT for 10,000 customers
- Directed strategic initiatives to ensure achievement of departments yearly objectives such as reducing 3-year backlog in claims within 3-month period and restructuring departments claiming strategy to ensure all 26,000 claims with value more than 200 million euros were completed within prescribed guidelines
- Oversaw all core refund-related processes ensuring were carried out to agreed standards by implementing risk list and quality management system
- Responsible for delivery of excellent customer service to 10,000 customers and agents as well as building relations with all 27 refund authorities through Europe
- Direct report to Managing Director.
- Designed and executed processes to meet business initiatives and drive continuous improvement
- Analyzed operational and financial data to identify business insights and opportunities for process improvement
- Transformed strategy into standard practice with measurable KPIs
- Interacted well with customers to build connections and nurture relationships
- Assisted in recruiting, hiring and training of team members
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
HOMEMAKER
01.2009 - 08.2010
- Relocated with husband from United Kingdom to Netherlands to support husbands' career progression.
- Self-motivated, with a strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
DISTRICT MANAGER
REMPLOY SPECIALIST RECRUITMENT SERVICES
01.2008 - 12.2008
- Daily management of team of 5 specialist recruitment consultants, Development Services Adviser, and Post-Employment Adviser
- Commerciality with links to Account Manager and Development Services Employment Advisor
- Direct report to Area Director
- Duties included Resource Management, Health and Safety Compliance, Performance management and Coaching of underperformance
- Responsible for forging relationships with local Job Centre Plus and other key sectors such as Citizens Advice Bureau and Local recruitment agencies
- Control of branch targets and budget for new Government incentive Pathways to Work
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance
- Maximized performance by monitoring daily activities and mentoring team members
- Onboarded new employees with training and new hire documentation
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Set targets for employees to drive company success and strengthen motivation
BUSINESS BANKING MANAGER
BARCLAYS BANK
01.2006 - 12.2008
- Portfolio management of 230 Business Customers
- Responsible for acquiring new business accounts
- Responsible for maintaining existing customer portfolio
- Core growth of existing portfolio through Savings, Lending and Commercial Mortgages
- Daily management of all aspects of Retail Banking
- Skilled at working independently and collaboratively in a team environment
- Awarded Best New Business Banker of 2007
BANK MANAGER
BARCLAYS BANK PLC
01.2000 - 12.2006
- Daily management of all aspects of Retail Banking
- Managed time efficiently in order to complete all tasks within deadlines
- Excellent communication skills, both verbal and written
- Identified issues, analyzed information and provided solutions to problems
- Cultivated interpersonal skills by building positive relationships with others
- Identified partnership opportunities and established favorable business connections
- Maintained scheduling for main branch to keep shifts appropriately staffed
- Assessed employee performance and developed improvement plans
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements
- Examined customer loan applications for loan approvals and denials
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Created financial dashboards to provide insights into key performance indicators
- Designed and maintained financial models to identify and measure risks
- Awarded two Awards for Leadership and Sales within the Barclays bank PLC Group
PERSONAL BANKER
BARCLAYS BANK PLC
04.2000 - 12.2001
- Sales and Servicing of products to Personal Customers of Bank
- Daily management of all aspects of Retail Banking
- Tele sales
- Measured on performance against personal targets for sales and promotions, Sales and Servicing of products to Personal Customers of Bank
- Daily management of all aspects of Retail Banking
- Tele sales
- Measured on performance against personal targets for sales and promotions.
- Worked closely with management to strategize sales techniques to increase branch production and customer service
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
- Cross-sold bank products and services to meet customer needs and provide options
- Promoted financial products by maintaining excellent service offering knowledge
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue
- Expanded client base by promoting new financial products
- Backed up teller team by handling needs of new and existing customers at main counter
- Verified customer identity and reviewed documentation for accuracy
- Presented new and additional products and services to existing customers
- Activated new accounts and issued customer identification numbers
- Monitored accuracy of customer information in system
- Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit
Homemaker
04.2000 - 11.2000
- Relocated to United Kingdom to support husbands' career progression.
MERCHANT BANKER
NEDCOR BANK PLC
03.1994 - 11.2000
- Sales of Merchant Facilities for acceptance of Master/ Visa cards at point of sale
- Maintained customer base of 300 customers with 15 Corporate Clients
- Measured on performance of new business acquired and turnover of said business as well as retention of existing customer base
- Responsible for fraud prevention and management of complaints to point of resolution.
- Built positive and productive relationships with store and field leadership
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
- Modeled best practices for sales and customer service
- Exceeded sales targets with well-developed sales strategy and empowering team coaching
- Developed sales strategy based on research of consumer buying trends and market conditions
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Assisted in organizing and overseeing assignments to drive operational excellence
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Identified and communicated customer needs to supply chain capacity and quality teams
REGIONAL AUDITOR
ABSA BANK PLC
01.1990 - 03.1994
- Onsite audit and inspection of all ABSA branches within Eastern Cape for compliance accepted banking procedures and protocols
- Risk management and investigation of irregularities.
- Followed established auditing processes to meet internal and regulatory requirements
- Performed observations and evaluated supporting documents to supplement audit findings
- Analyzed data and findings to prepare reports detailing financial information
- Planned audits and audit activities to allocate necessary resources and determine consistency of plans with audit objectives
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement
- Planned and executed follow-up audits at appropriate intervals
- Developed audit policies, guiding administrative and technical functions
- Interviewed business owners to understand needs and explain audit scope
- Prepared working papers, reports and supporting documentation for audit findings
Education
ENROLLED IN PSW CERTIFICATION - Personal Support Worker
TRIOS COLLEGE
Scarborough, Ontario03.2024
HSW CERTIFICATION (SE - Home Support Worker
SE HEALTH
Durham, ON05.2023
High School Diploma -
Victoria Park High School
Port Elizabeth, South Africa01.1987
Skills
- Documentation, Reporting & Patient Monitoring
- Patient Advocacy & Clear Patient Communication
- Preventative Care & Critical Thinking
- Customer Service Expert
- Organizational Restructure and Change Management
- Leadership Skills Departmental
- Interpersonal Skills
Accomplishments
- Change Management
- Implemented new processes and restructuring within department
- Cleared a 3-year backlog of 30,000 claims within a 4-month period which resulted in 10 million euros of revenue
- Human Resources:
- Spearheaded new Leadership Academy program which increased retention of experienced staff by 5% and created career pathing and succession
- Risk Management:
- Recovered risk of 12 million euros through dynamic troubleshooting, and implementation of streamlined procedures such as introducing a Risk List; to monitor risks daily
- Revised business processes to ensure all recommended actions went according to business plan
- ALL MEDICAL CHECKS COMPLETED
- COVID AND VACCINATION STATUS UP TO DATE
- CERTIFIED IN STD FIRST AID & CPR/AED level C (BL)
- Exp 2026-06-11
- CERTIFIED IN ONLINE TRAINING FOR RED CROSS, (Pre-requisite)
- CERTIFIED IN PSYCHOLOGICAL FIRST AID TRAINING
- Exp 2033-06-04
- Volunteer experience or leadership
- Did you manage a team for your club, lead a campaign for your favourite charity or edit your school's newspaper
- Go ahead and describe experiences that illustrate your leadership abilities.
Languages
English
Native or Bilingual
Dutch
Limited Working
Certification
- Stress Management, School of Natural Health Science - 2009
- Life Coaching, School of Natural Health Science - 2010
- Standard First Aid & CPR/AED level C, Red Cross - Valid until 2026-06-11
- Psychological First Aid, Red Cross - Valid until 2033-06-04
Additional Information
Board of Directors of The Star of Hope, Oshawa since 2000
Timeline
HOME SUPPORT WORKER
SE HEALTH
06.2023 - 09.2023
BUSINESS OWNER
ELEMENTAL HEALING
08.2012 - 06.2023
HEAD OF DEPARTMENT CUSTOMER OPERATIONS
REMOBIS REFUND SERVICES
09.2010 - 08.2012
HOMEMAKER
01.2009 - 08.2010
DISTRICT MANAGER
REMPLOY SPECIALIST RECRUITMENT SERVICES
01.2008 - 12.2008
BUSINESS BANKING MANAGER
BARCLAYS BANK
01.2006 - 12.2008
PERSONAL BANKER
BARCLAYS BANK PLC
04.2000 - 12.2001
Homemaker
04.2000 - 11.2000
BANK MANAGER
BARCLAYS BANK PLC
01.2000 - 12.2006
MERCHANT BANKER
NEDCOR BANK PLC
03.1994 - 11.2000
REGIONAL AUDITOR
ABSA BANK PLC
01.1990 - 03.1994
ENROLLED IN PSW CERTIFICATION - Personal Support Worker
TRIOS COLLEGE
HSW CERTIFICATION (SE - Home Support Worker
SE HEALTH
High School Diploma -
Victoria Park High School
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