Executive Officer - Work Coach at Department for Work and Pensions (2024-11 – Present)
- Manage a diverse caseload, assessing individual circumstances, barriers, skills and employment objectives to develop structured progression plans.
- Conduct structured interviews and assessments, gathering information, identifying needs and translating findings into clear actions and measurable outcomes.
- Work with employers, internal teams and external stakeholders to identify opportunities, resolve issues and improve employment outcomes.
- Use case-management and CRM systems to maintain accurate records, monitor progress and manage competing priorities within a regulated government environment.
- Apply analytical judgement and structured problem-solving to complex cases while maintaining policy, data-protection and procedural compliance.
- Share effective approaches, resources and insight with colleagues to support service quality and continuous improvement.
Finance Analyst / Reconciliation Analyst at Capita Plc - Transport for London (2021-10 – 2023-07)
- Investigated and approved refunds, charges, discounts and account adjustments, analysing transactions against financial policies and controls.
- Performed daily reconciliations, data updates and CRM workflows while maintaining high standards of accuracy and meeting operational targets.
- Investigated anomalies and discrepancies, identified root causes and implemented resolutions to reduce repeat issues.
- Analysed advisor and customer requests using financial and account data to determine appropriate outcomes and communicate decisions clearly.
- Produced reports and problem-solving guidance to support team performance, consistency and cross-functional training.
- Trained and supported new colleagues, translating complex processes into clear, practical guidance.
- Supported ad-hoc finance and operational projects, demonstrating flexibility and a continuous-improvement mindset.
Customer Advisor & Support at Capita Plc - British Gas (2021-01 – 2021-03)
- Resolved a high volume of customer queries and complaints while maintaining service quality, accuracy and professional communication.
- Diagnosed and assisted with basic PC and system issues, helping minimise disruption to service delivery.
- Handled sensitive cases using calm, structured problem-solving and clear communication.
- Maintained GDPR compliance and accurate records while consistently working to performance targets.
Contact Tracer Advisor at Capita Plc - Public Health England (2020-06 – 2020-08)
- Conducted structured outbound calls and maintained accurate records while following evolving government guidance and procedures.
- Resolved technical and process issues remotely and supported effective use of contact-tracing systems.
- Handled sensitive conversations professionally while maintaining strict confidentiality and GDPR requirements.
- Consistently met performance and quality targets in a high-pressure operational environment.
International Admin Specialist at Next Ltd (2019-07 – 2019-12)
- Liaised with third-party partners to investigate issues, coordinate resolutions and maintain effective working relationships.
- Managed financial transactions accurately and maintained compliance with internal controls.
- Generated and analysed reports and KPIs to monitor service delivery against agreed SLAs.
- Supported cross-functional tasks and process-improvement initiatives in a fast-paced environment.
Project Manager / Administrator at Rahma (Mercy) (2018-05 – 2018-12)
- Supported planning, coordination and delivery of projects and community initiatives.
- Managed donation processing, records, budgeting and expense tracking with a strong focus on accuracy and transparency.
- Maintained confidential data and administrative records while supporting multiple priorities.
