Jessica Mura
London
Summary
Experienced Customer Services Supervisor and Office Manager with a strong background in administration, client communication, and operational support. Skilled in complaint resolution, data reporting, and financial administration, with advanced Excel and Microsoft Office proficiency. Highly organised and deadline-driven, with a proven ability to streamline processes, lead teams, and deliver excellent service in fast-paced, client-focused environments.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work history
Customer Services Supervisor
OnCue Transport Ltd
London
03.2023 - 02.2026
- Client Liaison & Complaint Handling
- Main point of contact for client communications via email and phone, handling queries and complaints promptly.
- Built and maintained strong relationships with NHS Trusts and other stakeholders to ensure quality service delivery.
- Logged and tracked formal complaints, escalating where necessary and providing feedback loops.
- Journey Coordination & Operations Support
- Tracked daily patient journeys and liaised with operations to address real-time service disruptions.
- Updated booking logs and reports, cross-referencing data to ensure compliance and accuracy.
- Data Reporting & Analysis
- Produced and managed Excel reports tracking KPIs, cancellations, delays, and journey data.
- Assisted in data reviews to support operational improvements and client reporting.
Office Manager
Freeland's Family Investment Group Ltd
London
03.2022 - 03.2023
- Oversaw day-to-day office functions including correspondence management, scheduling, and visitor liaison.
- Organised and maintained internal databases and filing systems.
- Monitored office inventory and supply procurement.
- Coordinated meetings and ensured the smooth running of all administrative duties.
Live-Out Nanny
Laura Smith
London
11.2020 - 02.2022
- Cared for children from newborn to 9 years old.
- Organised daily routines including school runs, meal planning, and educational play.
- Supported learning through home activities aligned with school curriculum.
- Maintained strong communication with parents on child progress and wellbeing.
Live-Out Nanny
Laura Bernas
London
05.2015 - 10.2020
- Planned and supervised outings and activities to support child development.
- Provided homework support and structured play.
- Ensured safe and nurturing environment at all times.
- Built trusted relationships with families.
Lead Receptionist
Greenwich Leisure Limited
London
01.2013 - 02.2018
- Managed front desk operations and coordinated reception team schedules.
- Handled customer queries, bookings, and complaints.
- Prepared monthly management reports and maintained staffing records.
- Ensured smooth customer experience and upheld service standards.
Sports Coach
Camden Sports Development
London
01.2010 - 12.2012
- Delivered structured sports sessions for children aged 5–19 in schools and community clubs.
- Planned sessions, completed risk assessments, and maintained safe environments.
- Led promotional activities for events and tracked attendance and engagement.
Education
NVQ Level 3 - Sports Development
LA SWAP Sixth Form
London 01.2008 - 01.2011
GCSEs - A-C
La Sainte Union Catholic Secondary School
Skills
- Organisation & Time Management
- Complaint Handling & Client Communication
- Data Reporting & Excel Proficiency
- Invoicing & Financial Administration
- Team Coordination & Leadership
REFERENCES
Available upon request.
Timeline
Customer Services Supervisor
OnCue Transport Ltd
03.2023 - 02.2026
Office Manager
Freeland's Family Investment Group Ltd
03.2022 - 03.2023
Live-Out Nanny
Laura Smith
11.2020 - 02.2022
Live-Out Nanny
Laura Bernas
05.2015 - 10.2020
Lead Receptionist
Greenwich Leisure Limited
01.2013 - 02.2018
Sports Coach
Camden Sports Development
01.2010 - 12.2012
NVQ Level 3 - Sports Development
LA SWAP Sixth Form
01.2008 - 01.2011
GCSEs - A-C
La Sainte Union Catholic Secondary School