Summary
Overview
Work History
Education
Skills
Timeline
Generic

JADE CASE

Summary

Experienced administrative and casework professional with over 10 years’ experience in high-volume, regulated and SLA-driven environments. Skilled in managing casework from enquiry to resolution, maintaining accurate records and audit trails, handling sensitive information, investigating complaints, coordinating with stakeholders and producing management information. Proficient in Microsoft Office and bespoke case management systems, with a strong commitment to delivering high-quality services, working within established procedures and meeting deadlines. Aspires to bring these transferable skills to the Crown Prosecution Service and contribute to the effective progression of casework and delivery of high-quality public service.

Overview

2027
2027
years of professional experience

Work History

Operations & Client Support Specialist

Avis Corporate Implant Team
Leeds
07.2023 - Current
  • Manage high-volume casework, enquiries and requests within defined service levels, prioritising competing workloads to ensure accurate and timely completion.
  • Manage a shared corporate inbox, assessing and prioritising correspondence and responding professionally to internal and external stakeholders.
  • Review information and supporting documentation when investigating customer complaints, coordinating with relevant stakeholders and suppliers to achieve appropriate resolution.
  • Maintain accurate billing, case and compliance documentation while handling sensitive commercial information.
  • Maintain case management systems, records and digital audit trails, ensuring information is accurate, complete and up to date.
  • Produce weekly and monthly management information using Excel to monitor workload and service performance.
  • Work independently and collaboratively within established procedures, ensuring deadlines, service standards and compliance requirements are consistently met.

Team Leader - Corporate Implant Team

Avis Budget Group
Leeds
11.2021 - 07.2023
  • Led hybrid team of seven, allocating workloads and managing competing priorities to ensure service continuity and adherence to SLAs.
  • Delivered coaching and performance feedback, enabling colleagues to consistently meet service standards.
  • Monitored workflow and performance, addressing emerging backlogs to uphold quality and enhance operational efficiency.
  • Acted as an escalation point for complex cases and enquiries, ensuring issues were investigated, accurately documented and resolved appropriately.
  • Coordinated weekly performance reporting for internal stakeholders and corporate clients, ensuring information was accurate and presented clearly.

Reservations Agent

Avis Budget Group
Leeds
03.2021 - 11.2021
  • Managed corporate reservations and booking amendments for business customers.
  • Responded to customer enquiries via telephone and email.
  • Assisted with reporting and administration activities.
  • Resolved customer issues and escalations efficiently.
  • Maintained accurate booking records and customer information.
  • Supported performance monitoring and operational reporting.

Branch Operations Manager

Avis York
05.2018 - 09.2020
  • Managed branch P&L, forecasting and cost control while maintaining operational standards.
  • Oversaw daily branch operations, ensuring team supervision, performance management, and compliance with regulatory standards.
  • Recruited, trained, and developed team members through structured 1-to-1s, enhancing team capabilities and service delivery.
  • Contributed to regional audit and service improvement initiatives, securing the highest audit score in the region through rigorous compliance efforts.

Compliance Associate - Secondment

GMAC-RFC (Mortgage Lender)
  • Conducted complaint audits and root cause analysis to identify systemic improvements.
  • Coordinated regulatory visit preparation, ensuring all documentation and compliance controls were in place to facilitate successful audits.
  • Investigated Financial Ombudsman Service cases, reviewed evidence, and prepared structured written responses to address customer complaints effectively.
  • Produced detailed monthly management reports, providing senior leadership with insights for informed decision-making.

Various Roles

Avis
  • Held roles as Assistant Manager, Reservations Agent and Executive Offices Assistant, overseeing administrative tasks, managing records, monitoring performance, handling customer correspondence and ensuring compliance with audit standards.

Education

BSc - Multimedia Systems with Design Studies

London Metropolitan University

Nine GCSEs - including English Literature (A), English (B), Maths (B), Science (BB)

Sandhurst School

Skills

  • Casework and workflow management
  • Case management systems
  • Record management
  • Data accuracy
  • Confidential information handling
  • Inbox management
  • Deadline compliance
  • Performance reporting
  • Microsoft Office suite proficiency
  • Stakeholder liaison
  • Complaint resolution
  • Workload prioritisation

Timeline

Operations & Client Support Specialist

Avis Corporate Implant Team
07.2023 - Current

Team Leader - Corporate Implant Team

Avis Budget Group
11.2021 - 07.2023

Reservations Agent

Avis Budget Group
03.2021 - 11.2021

Branch Operations Manager

Avis York
05.2018 - 09.2020

Compliance Associate - Secondment

GMAC-RFC (Mortgage Lender)

Various Roles

Avis

BSc - Multimedia Systems with Design Studies

London Metropolitan University

Nine GCSEs - including English Literature (A), English (B), Maths (B), Science (BB)

Sandhurst School

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JADE CASE