Hayley Monopoli

A highly accomplished Operations & Compliance Coordinator with over 15 years of exceptional performance steering administrative excellence across corporate, financial, and high-security public sector environments (including the DWP and Metropolitan Police). Recognised for a meticulous approach to complex schedule management, data integrity, and strict regulatory adherence. A strategic problem-solver adept at auditing workflows, resolving high-stakes client conflicts, and mitigating operational risks.

Combines a proven corporate track record with ongoing legal upskilling to deliver elite operational support.

Customer & Operations Coordinator - Atos / Advo Healthcare

(2024-02)

DWP PIP Contract

• Maximise Capacity: Orchestrate and dynamically balance complex, fluid healthcare practitioner diaries to extract maximum daily assessment capacity and resource utility.
• Mitigate Contract Risks: Execute targeted outbound engagement campaigns to secure claimant confirmations, directly driving down "Failed to Attend" (FTA) rates and safeguarding strict contract SLAs.
• Enforce Data Security: Input, audit, and safeguard highly sensitive medical and personal data within the PRS system, maintaining total alignment with DPA and GDPR guidelines.

Logistics & Administrative Coordinator - Pura Bathrooms / IMEX Ceramics

(2016-06 - 2024-02)

• Streamline Supply Chain: Controlled daily warehouse dispatch operations utilizing Sage, generating precision picking notes to ensure flawless, on-time pallet distribution across the network.
• Financial & Resource Reporting: Formulated, tracked, and audited comprehensive vehicle cost-analysis spreadsheets, delivering vital operational insights directly to the Transport Manager and Finance Director.
• Resolve Workflow Bottlenecks: Proactively diagnosed and corrected system friction points within the dispatch pipeline, accelerating delivery turnaround times.
• Protect Client Retention: Partnered cross-functionally with senior managers and warehouse teams to resolve stock discrepancies, audit signed Proof of Deliveries (PODs), and clear order blockers.

General Office Assistant - RST Glass And Glazing

(2014-07 - 2015-12)

• Mobilise Workforces: Scheduled, dispatched, and tracked daily contractor work tickets to ensure prompt service execution and high customer satisfaction rates.
• Manage Client Relations: Maintained a high-standard front-of-house presence, resolving complex customer inquiries and handling heavy telephone traffic smoothly.

Business Owner & Director - Tutti Feet

(2013-01 - 2014-01)

• Commercial Strategy: Formulated and executed an end-to-end business plan, spearheading digital marketing, website architecture, customer acquisition, and full financial accounting.

Customer Service Advisor - CallBritannia

(2011-01 - 2012-01)

• De-escalate Conflict: Managed high-volume, fast-paced inbound and outbound queues, successfully defusing intense client grievances while consistently hitting aggressive SLA deadlines.

Administrative & Support - The Guardian Newspaper

(2010-01 - 2011-12)

Coordinated urgent internal communications, post room logistics, and general administration for senior executives.

Administrative & Support - AmicusHorizon

(2009-01 - 2010-12)

Anchored front-of-house reception, managed executive diaries, and provided dispute resolution for tenant complaints.

Administrative & Support - Royal Bank of Scotland

(2008-01 - 2009-12)

Supervised administrative staff, resolved complex overdraft escalations, and audited critical client account compliance.

Administrative & Support - Metropolitan Police

(2007-01 - 2008-12)

Maintained absolute confidentiality while processing sensitive forensic documentation, doctor timesheets, and medical files.

GCSEs - Charles Darwin School (2000-01 - 2005-12)