Summary
Education
Skills
Timeline
Work history
Interests and Professional Development
References
Overview
Generic

ALLY SIMPSON

Hackney,,London

Summary

Customer-centric professional with a decade of experience in Customer Support, Claims, and Administrative Operations. Highly skilled in managing complex claims and complaints, and leading on Subject Access Requests (SARs) in full GDPR compliance. Known for driving service improvements, maintaining data accuracy, and handling sensitive issues with empathy and precision. A strong communicator and collaborative problem-solver, I bring a proactive, people-first approach to every environment—whether resolving challenges, improving workflows, or supporting high-performing teams.

Education

Law With Criminology (LLB) -

London Southbank University
09/2018 - 07/2021

A-Levels - History, Politics, Maths

Havering Sixth Form College
09/2015 - 07/2017

11 GCSE's - A-B incl. Maths and English

Mulberry School For Girls
London
09.2010 - 7 2015

Skills

  • Excellent customer service etiquette
  • Administration - Diary/Schedule Management
  • GDPR Compliance / SARs Handling
  • Project Coordination & Process Improvement
  • Technical Proficiency: MS Office 365, MacOS, iOS
  • CRM Systems: Zendesk, Jira, Mondaycom
  • Conflict and Complaint escalation handling
  • Strong Verbal & Written Communication
  • Compassionate and Assertive leader


Timeline

Claims and Complaints Specialist

InPost UK
04.2024 - 06.2025

Genius Operations Administrator

Apple
04.2021 - 01.2024

Product Specialist

Apple
11.2018 - 04.2021

11 GCSE's - A-B incl. Maths and English

Mulberry School For Girls
09.2010 - 7 2015

Law With Criminology (LLB) -

London Southbank University
09/2018 - 07/2021

A-Levels - History, Politics, Maths

Havering Sixth Form College
09/2015 - 07/2017

Work history

Claims and Complaints Specialist

InPost UK
London, UK
04.2024 - 06.2025
  • Managed both B2B and B2C claims and escalations, building strong cross-functional relationships with logistics partners and retail clients. Navigated commercial complaint resolution with precision and professionalism.
  • Proposed and implemented process improvements that streamlined how Subject Access Requests (SARs) were handled, reducing SAR-related complaints from 3 in 10 to just 1 in 10—a 66% drop.
  • Trained and onboarded new team members in claims processing, GDPR compliance, and complaints handling, ensuring consistent performance across the department.
  • Outperformed department KPIs:

- Resolved complaints in 6 days on average, versus company average of 9 days (33% faster).

-Processed an average of 14 complaints per day, nearly double the company standard of 8.

-Maintained a 100% SLA compliance rate, ensuring timely responses across all case types.

  • Liaised across logistics, legal, IT, and finance teams to escalate sensitive cases and improve internal communication workflows—contributing to smoother end-to-end parcel resolution processes, especially in last-mile delivery environment.
  • Became a go-to team member for handling high-priority logistics disruptions, late deliveries, police data request and missing parcel investigations.

Genius Operations Administrator

Apple
London, UK
04.2021 - 01.2024
  • Managed daily Genius Bar operations, scheduling repairs and allocating resources.
  • Optimised resource allocation with meticulous planning and organisation.
  • Worked closely with management to improve operational efficiency.
  • De-escalated objections and disputes professionally to maintain customer satisfaction.

Product Specialist

Apple
London, UK
11.2018 - 04.2021
  • Delivered personalised tech solutions and outstanding in-store customer service.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Led demos and launches, communicating complex product details clearly.
  • Mentored new team members and upheld Apple’s customer-first standards.
  • Utilised effective listening skills whilst interacting with customers to understand their needs better.

Interests and Professional Development

  • I am currently studying for the PRINCE 2 Practitioner Certificate to align my hands-on experience with formal project delivery methods.
  • I’m also completing Level 2 and Level 3 qualifications in Gym Instructing and Personal Training, reflecting my passion for fitness, coaching, and empowering others through effective communication.
  • In addition, I’m currently volunteering with the Peabody Community Centre, helping to facilitate the summer youth programme—supporting young people through mentorship, active engagement, and community connection.
  • Outside of my professional development, I enjoy staying fit, have a love for the arts, theatre and baking, and enjoy being creative whenever I can.

References

References available upon request.

Overview

7
7
years of professional experience
3941
3941
years of post-secondary education
ALLY SIMPSON