Ella Handley
Derby,United Kingdom
Summary
Customer-oriented Card Payment Assistant Team Manager with a strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Detail orientated individual experienced in administrative procedures and a strong background in training and team development. Oversees day-to-day duties with strong planning and organisation skills to delivers projects in timely manner. Eager to make meaningful impact in Financial Crime, Team Manager role.
Overview
6
6
years of professional experience
Work history
Credit Card Payment Assistant Team Manager
Clarity Business Travel
Derby
08.2024 - 12.2025
- Managed daily operations for Credit Card department, effectively delegating workloads and prioritizing tasks to meet daily and weekly operational goals.
- Conducted as primary technical resource for team of 25, maintaining high proficiency in key systems (Safe, Kofax, Sage, Conferma), and training new starters on operational protocols.
- Assessed risks associated with credit card payments and established controls to mitigate potential fraud.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Contributed to talent management by actively supporting hiring process, including CV sifting and screening, interview participation, and onboarding new employees.
- Enhanced team performance through direct support, conducting one-on-ones, facilitating employee reviews, and providing ongoing training and coaching.
- Improved operational efficiency by proactively supporting enhancement of operating procedures and systems, while ensuring team adaptation during periods of change.
- Collaborated with finance department to resolve discrepancies in payment records and accounts, managing escalated queries.
Credit Card Payment Consultant
Clarity Business Travel
Derby
08.2020 - 08.2024
- Managed full cycle of credit card payments, ensuring accurate supplier charges and correct client billing to maintain financial compliance.
- Streamlined financial reconciliation by processing daily bank statements and daily fraud checks, accurately allocating transactions, and reconciling all credit card, hotel, and client accounts.
- Resolved complex financial discrepancies and supplier/customer invoice queries, ensuring VAT compliance and strict adherence to client policy and payment terms.
- Proactively handled increased workload during understaffed periods, demonstrating adaptability and leadership by taking on extra responsibilities and stepping up in key operational areas.
- Executed critical administrative and fraud checks, including raising sales ledger invoices, processing pre-payments/deposits, and ensuring timely credit card debt settlement.
Customer Service Secondment
Department for Work and Pensions
Derby
05.2020 - 08.2020
- Handled intense, high-volume telephone inquiries for Universal Credit claimants.
- Demonstrate empathy and conversational control.
- Provided guidance and mentoring for team of 15 advisors, enhancing their telephony and customer service skills.
- Gained proficiency in complex DWP financial processes to accurately verify statements and minimize Case Manager workload.
- Successfully transitioned to fully remote role.
- Quickly mastering new internal systems (Citrix, UC Legacy, SmartAgent) and MS Teams for team communication.
- Increased customer satisfaction by resolving issues.
- Oversaw daily operations to achieve high productivity levels.
Venue Find Consultant
Clarity Business Travel
Derby
07.2019 - 05.2020
- Exceeded sales targets by successfully negotiating rates for varied UK and International conference and event bookings.
- Collaborated with clients to understand their requirements, providing tailored solutions for their events. Increased customer satisfaction by resolving issues.
- Provided end-to-end event financial management, including accurate contract compliance, deposit settlement, and cancellation charge calculation.
- Gained expertise in event administration (Citrix Mercury, Freshdesk) while building strong client and vendor rapport.
- Developed and maintained relationships with vendors, securing competitive pricing and reliable services.
- Successfully delivered on tasks within tight deadlines.
- Displayed energy and enthusiasm in fast-paced environment.
Education
AAT Level 2 Certificate -
Damar Apprenticeship
02.2025 -
BTEC - Aviation, Travel & Tourism
Derby College
09.2016 - 06.2018
GCSE - Maths & English
Noel Baker Academy
Derby 09.2014 - 07.2016
Skills
- Leadership skills
- Thorough attention to detail and accuracy
- Data entry software proficiency
- Approachable communication skills
- Flexible problem-solving approach
- Accounts payable expertise
- Quality Assurance
References
References available upon request.
Timeline
AAT Level 2 Certificate -
Damar Apprenticeship
02.2025 -
Credit Card Payment Assistant Team Manager
Clarity Business Travel
08.2024 - 12.2025
Credit Card Payment Consultant
Clarity Business Travel
08.2020 - 08.2024
Customer Service Secondment
Department for Work and Pensions
05.2020 - 08.2020
Venue Find Consultant
Clarity Business Travel
07.2019 - 05.2020
BTEC - Aviation, Travel & Tourism
Derby College
09.2016 - 06.2018
GCSE - Maths & English
Noel Baker Academy
09.2014 - 07.2016