Shanai Vallely

Experienced case handler with a strong background in regulated, high-volume environments. Confident in assessing information, managing risk and making fair decisions, while maintaining an approachable and professional communication style. Highly organised, comfortable working independently and focused on accuracy, compliance and effective case progression.

Case Handler - Fort Assist - Bordesley, Birmingham

(2025-06)

• Act as first point of contact for customer cases, handling initial notifications with accuracy, empathy and regulatory awareness.
• Gather and assess case information, third-party details and supporting documentation to determine validity and risk.
• Screen cases for eligibility, disputed circumstances and risk indicators, escalating complex matters where required.
• Explain processes, responsibilities, timescales and potential outcomes clearly throughout the case lifecycle.
• Manage customer expectations and decision-making in line with regulatory requirements.
• Maintain accurate and compliant case records, call notes and documentation across internal systems.
• Exercise delegated authority in line with internal governance frameworks and FCA principles.
• Work with internal teams and external partners to support smooth and timely case progression.

Claims Handler - Accident Exchange - Remote

(2022-03 - 2025-02)

• Managed a high-volume portfolio of 200+ active cases from initial notification through to resolution.
• Assessed case details and supporting evidence to inform decision-making and resolution strategies.
• Delivered efficient case handling across multiple workstreams, ensuring fair and compliant outcomes.
• Acted as a key point of contact for customers and third parties, resolving issues effectively and professionally.
• Applied internal policies, regulatory guidance, and industry best practice to support consistent decision-making.
• Identified trends and inefficiencies through case analysis, contributing to operational improvements.
• Liaised with legal representatives, service providers, and technical specialists to progress cases.
• Maximised CRM systems and third-party platforms to streamline workflows and reduce avoidable contact.
• Consistently met performance targets and KPIs while managing competing priorities in a demanding environment.

Customer Support Advisor - E-on Next - Remote

(2021-06 - 2022-03)

• Responded to customer enquiries across billing, account management, and service-related matters with a focus on resolution and accuracy.
• Handled customer feedback and complaints, resolving issues promptly to maintain service standards.
• Investigated customer concerns by reviewing account history and asking targeted questions to identify appropriate solutions.
• Maintained accurate records of customer interactions, actions taken, and outcomes.
• Supported customers experiencing financial difficulty by restructuring payment plans and offering tailored support.
• Processed payments and assisted customers with billing and account transactions.

BTEC Level 2 - Hair and Beauty - University College Birmingham (2017-09 - 2018-06)

BTEC Level 3 - Equine Management - South Staffordshire College (2016-09 - 2017-06)

GCSEs - Saint Francis of Assisi CTC (2011-09 - 2016-07)