Summary
Overview
Work history
Education
Skills
Certification
Affiliations
Timeline
Generic

Claire Lee

Portsmouth,Hampshire

Summary

Experienced Quality Assurance Leader with a strong foundation in compliance, operational excellence, and human-centred service. Renowned for transforming internal practices, forging cross-functional alliances, and championing accessible, inclusive policies—especially in health and wellness environments. A passionate advocate for dignity in service, growth in leadership, and integrity in execution.

Overview

12
12
years of professional experience
1
1
Certification

Work history

Quality Assurance Manager

Bluecrest Wellness
Worthing, West Sussex
07.2021 - Current
  • Rose through four internal roles—Agent to Manager—driven by innovation, performance, and trust.
  • Developed “Additional Capacity Needs” initiative to support clients with dementia—first of its kind in the company.
  • Appointed Safeguarding Deputy, managing sensitive cases, guiding teams, and refining key protocols.
  • Led development and enforcement of QA frameworks aligned to CQC, data protection, consent & capacity controls.
  • Launched internal shadowing programme, building understanding between departments and elevating QA visibility.
  • Generated impact-focused performance reports for senior leadership, backed by trend analysis and actionable insights.
  • Facilitated staff training programmes, performance appraisals, and real-time call coaching.

Senior Customer Care Advisor

iTalk Telecom
Brighton, Brighton and Hove
06.2020 - 06.2021
  • Took ownership of escalated calls, turning complex cases into opportunities for resolution and retention.
  • Managed remote agent queries in live chats, responding with clarity, speed, and precision.
  • Created weekly stat dashboards; coached agents to exceed KPIs and customer satisfaction goals.
  • Delivered training and live coaching to uphold call quality and compliance standards.
  • Awarded iTalk’s first "Employee of the Month" based on nominations across departments.

Customer Care Advisor

Bluecrest Wellness
Worthing, West Sussex
10.2018 - 06.2020
  • Delivered confident, compassionate support in both inbound and outbound sales environments.
  • Re-engaged lapsed clients through thoughtful outreach and effective objection handling.
  • Partnered with internal teams for a seamless end-to-end customer experience.

Pharmacy Assistant

Paydens Pharmacies
Worthing, West Sussex
06.2013 - 10.2018
  • Dispensed and accuracy-checked prescriptions across varied patient demographics, ensuring correct dose, form, and strength.
  • Performed controlled drugs audits, reconciling stock with the controlled drugs register, and investigating discrepancies in line with compliance protocols.
  • Managed the destruction of controlled substances according to regulatory standards, maintaining accurate records and accountability throughout.
  • Oversaw stock procurement and supplier coordination, providing timely communication on availability and delivery delays.
  • Collaborated with doctors, carers, and hospital staff to support multidisciplinary care in pharmacy settings.
  • Qualified in Health Care Assistance and Accuracy Checking, applying detail-oriented standards to every stage of dispensing.

Education

NVQ Level 3 - Health & Social Care

Cornwall College
Saltash, Cornwall

GCSEs -

Saltash.net Community School
Saltash, Cornwall

Skills

  • Dementia Friend
  • Safeguarding Adults (Level 3)
  • CGI Essential Corporate Governance
  • Leading with Confidence – Leadership Course
  • Oliver McGowan Training (Tier 1)

Certification

  • British Assessment Bureau ISO:9001 Auditor Certification (2024)
  • CGI Essential Corporate Governance Training (Completed 2025)


Affiliations

Embroidery allows me to engage with the slower, more intentional side of life. There’s a deep sense of satisfaction in turning something simple into something meaningful—whether that’s a stitched design or a quality improvement process. I’m also passionate about history, especially how stories from the past can help us build more thoughtful, inclusive systems today.

Timeline

Quality Assurance Manager

Bluecrest Wellness
07.2021 - Current

Senior Customer Care Advisor

iTalk Telecom
06.2020 - 06.2021

Customer Care Advisor

Bluecrest Wellness
10.2018 - 06.2020

Pharmacy Assistant

Paydens Pharmacies
06.2013 - 10.2018

NVQ Level 3 - Health & Social Care

Cornwall College

GCSEs -

Saltash.net Community School

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Claire Lee