Brooke Caswell
Doncaster
Summary
Innovative Process Leader with strong ability to streamline operations and improve productivity. Skilled in team management, problem-solving, and driving continuous improvement initiatives. Proven track record of enhancing efficiency and achieving operational goals. Committed to fostering collaborative a collaborative work environment and delivering measurable results.
Overview
8
8
years of professional experience
Work History
Senior Quality Assurance Specialist
Pearson Education (Temporary until Sept)
To go back to Process Lead role Remote
12.2025 - Current
- Participated in quality assurance meetings to discuss current projects and developments.
- Managed the creation and maintenance of detailed documentation for quality assurance processes, ensuring consistency and compliance.
- Worked with end users to measure functionality and reliability of products.
- Logged quality assurance activities to preserve accurate documentation and manage quality of system.
- Reviewed and studied stakeholder feedback to implement changes and modifications in products.
- Collaborated with product development teams to embed quality considerations at the earliest stages of design and planning.
- Developed training materials and operating manuals to provide didactical guide and clear instructions of quality assurance.
- Devised strategies to improve analytical processes and enable development growth.
- Revise draft material prior to completion to ensure quality and content with stakeholders prior to delivery to customers.
- Quality check previous year educational content with internal teams to ensure relevant and modernised for current academic year teachings.
- Hold training and standarisation, material review meetings to ensure external employees remain qualified for positions.
- Handle allocations of recruited external employess to nationwide schools.
- Handle external employee, school and internal queries regarding exam season queries year round.
Process Lead
Pearson
Hellaby
06.2024 - 12.2025
- Lead and manage a team of 20+, ensuring performance and productivity align with goals.
- Oversaw and managed processes within examination series, ensuring operational continuity and adherence to timelines.
- Update and approve work instructions and process flows to maintain operational efficiency.
- Prioritise and distribute work tasks based on team availability and workload demands.
- Manage payroll, absence and disciplinary issues for my team.
- Manage 'Post Results' processes, addressing any queries or appeals regarding results.
- Liaised with schools and examiners to secure timely submission of marked papers, facilitating efficient results processing.
- Resolve customer complaints efficiently while maintaining a professional demeanor.
- Lead team meetings with other departments to ensure cohesive operations and identify areas for support.
- Screen and vet candidates for temporary roles, conducting assessment centers to ensure fit.
- Collaborate with senior management to discuss potential changes or reasonable adjustments.
- Coordinate with subject leads to gather expert insights for resolving customer queries.
- Facilitate training sessions to educate team members on new and existing processes.
- Collected and analysed data to pinpoint operational strengths and weaknesses, informing targeted improvements.
- Coordinate onboarding processes for new team members to ensure a smooth integration.
In house recruitment Co-Ordinator
Pearson
Hellaby
03.2024 - 06.2024
- Screened and interviewed candidates, ensuring alignment with role requirements and organisational culture.
- Collaborate with business branches and managers (UK and international) to align staffing needs with future goals.
- Worked towards SLAs for role fulfilment targets, contributing to timely recruitment processes.
- Managed inbound/outbound calls, resolving contract queries and providing role information to enhance candidate experience.
- Utilise multiple systems to enhance performance, efficiency, and time management.
- Lead inductions for new starters and returnees, covering new processes, rules, and health and safety.
Recruitment Consultant
Navartis
Doncaster
09.2023 - 03.2024
- Manage a 360 role, working with both candidates and clients nationwide.
- Vetted and screened candidates for background, experience, location, suitability, and pay to identify top talent.
- Collaborated with clients to understand professional requirements, including skills, experience, location, and budget.
- Schedule interviews, negotiate offers, and communicate start dates and first-day details.
- Worked towards Critical Success Factors, tracking calls made, CVs submitted, and roles acquired to meet recruitment targets.
- Conduct service calls with both candidates and clients.
- Drove business development with Tier 1 and 2 contractors, identifying and securing new business opportunities.
Customer Service Manager
DFS
Doncaster
08.2021 - 09.2023
- Delivered exceptional customer service, enhancing customer satisfaction and reinforcing positive company representation.
- Served as first point of contact for general queries and final point of contact for complex complaints, effectively managing customer interactions as both Customer Service Agent and Manager.
- Resolved customer complaints promptly, ensuring adherence to company guidelines while maintaining target response times.
- De-escalated disputes professionally, ensuring customer satisfaction was maintained.
- Managed high-volume inquiries simultaneously through effective multitasking, delivering timely and accurate solutions.
- Utilized call-handling technology to efficiently manage high call volumes, achieving a 98% success rate in line with targets.
- Provided expert advice on products and services, contributing to positive customer feedback.
- Mentored new team members, offering guidance on customer service strategies and success techniques.
- Collaborated effectively with cross-functional teams (finance, legal, admin, suppliers, etc.) to ensure consistent service delivery across platforms.
- Followed up on unresolved issues, investigating and providing solutions.
- Maintained accurate customer data in secure systems, ensuring GDPR compliance.
Waitress/ Bar Staff
Pangea
Doncaster
08.2020 - 07.2021
Bar Waitress
China Rose
Doncaster
08.2018 - 03.2020
Education
GCSE's -
Serlby Park Academy
Bircotes07-2018
Diploma of Higher Education - Cabin Crew
Doncaster College and University Centre
Doncaster03-2020
Skills
- Process management
- Performance monitoring
- Data analysis
- Quality assurance
- Process mapping
- Improvement processes
- Cost strategies
- Crisis management
- Stakeholder collaboration
- Decision efficiency
- Leadership
- Workforce training
Hobbies and Interests
Horse riding
Gym
Interior Design
All things hair and makeup!
Additional information
As a person, I would say I am very outgoing, I have no problem adapting to my surroundings and love being around people. I thank you for your time looking into my CV and I am excited to hear from you soon!
Timeline
Senior Quality Assurance Specialist
Pearson Education (Temporary until Sept)
12.2025 - Current
Process Lead
Pearson
06.2024 - 12.2025
In house recruitment Co-Ordinator
Pearson
03.2024 - 06.2024
Recruitment Consultant
Navartis
09.2023 - 03.2024
Customer Service Manager
DFS
08.2021 - 09.2023
Waitress/ Bar Staff
Pangea
08.2020 - 07.2021
Bar Waitress
China Rose
08.2018 - 03.2020
GCSE's -
Serlby Park Academy
Diploma of Higher Education - Cabin Crew
Doncaster College and University Centre