Summary
Overview
Work history
Education
Skills
Websites
Affiliations
Accomplishments
References
Timeline
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Jodie Fuller

Hastings,East Sussex

Summary

Dynamic and results-driven professional with extensive experience in Quality Assurance, Process Improvement, and Team Leadership. Proven ability to coach and develop high-performing teams while ensuring compliance with industry standards through meticulous performance monitoring and documentation. Skilled in stakeholder engagement, risk assessment, and problem-solving, complemented by strong time management and influencing capabilities. Recognized for a customer-first mindset and delivering impactful training and development initiatives. Currently seeking to transition into a career focused on supporting and empowering others, leveraging transferable skills gained from previous leadership and process improvement roles to drive positive outcomes and personal growth..

Overview

10
10
years of professional experience
44
44
years of post-secondary education

Work history

Claims Recovery Technical Team Lead

Hastings Direct
Hastings
10.2025 - 01.2026
  • Provide technical leadership and guidance to the Claims Recovery team, ensuring adherence to best practices and regulatory standards.
  • Drive process improvements and implement strategies to optimize recovery performance and efficiency.
  • Act as a subject matter expert for complex recovery cases, offering technical support and decision-making.
  • Collaborate with stakeholders across the business to align recovery processes with operational and customer objectives.
  • Monitor team performance, deliver coaching, and support professional development to build technical capability.
  • Lead initiatives to enhance data accuracy, reporting, and compliance within recovery operations.

QA Team Leader

Hastings Direct
Hastings
01.2023 - 10.2025
  • Provide strategic and day-to-day leadership to a team of Quality Assurance Assessors, setting clear expectations and fostering accountability.
  • Promote a culture of integrity, collaboration, and continuous improvement aligned with business and customer outcomes.
  • Coach and mentor team members to build capability and confidence, supporting personal development and team performance.
  • Facilitate regular 1:1s, performance reviews, and development planning.
  • Act as a trusted point of contact for internal stakeholders, ensuring alignment between quality standards and operational goals.
  • Champion a customer-first mindset, ensuring QA practices support fair and accurate outcomes.

Recovery Negotiator

Hastings Direct
Hastings
08.2022 - 08.2024
  • Communicated effectively with policyholders and stakeholders via multiple channels to resolve claims.
  • Assessed and validated claims, ensuring policy coverage and accurate reserves.
  • Managed claims proactively using diary systems and escalated suspected fraud appropriately.
  • Investigated liability and made informed decisions on claim outcomes.
  • Handled challenging conversations and complaints with professionalism and empathy.
  • Contributed to team KPIs and continuous improvement initiatives.

Repair & Total Loss Case Handler

Hastings Direct
Hastings
08.2020 - 08.2022
  • Managed a portfolio of motor claims, including repairable vehicles and total loss cases.
  • Liaised with policyholders, repairers, engineers, and third parties to progress claims efficiently.
  • Assessed repair estimates and valuations, ensuring compliance with policy terms.
  • Coordinated with salvage agents and engineering teams for settlements and disposals.
  • Maintained accurate records and handled complex queries professionally.

FNOL / CCS Call Handler

Hastings Direct
Hastings
09.2019 - 08.2020
  • Acted as the first point of contact for customers reporting new motor claims.
  • Collected and validated key incident details for accurate claim setup.
  • Provided clear guidance on the claims process and identified potential fraud indicators.
  • Maintained compliance with regulatory and company standards.

Restaurant Team Leader

Whitbread
06.2016 - 08.2019
  • Led a team of front-of-house staff in a fast-paced hospitality environment.
  • Managed daily operations, staff scheduling, and service quality control.
  • Trained and coached new team members and resolved customer issues promptly.
  • Supported stock control, health and safety compliance, and cash handling.

Education

GCSEs - Mathematics

The Hastings Academy
09.2011 - 07.2016

GCSEs - English Language

The Hastings Academy
09.2011 - 07.2016

GCSEs - English Literature

The Hastings Academy
09.2011 - 07.2016

GCSEs - Photography

The Hastings Academy
09.2011 - 07.2016

GCSEs - Science

The Hastings Academy
09.2011 - 07.2016

GCSEs - Triple Science

The Hastings Academy
09.2011 - 07.2016

GCSEs - Spanish

The Hastings Academy
09.2011 - 07.2016

GCSEs - History

The Hastings Academy
09.2011 - 07.2016

A-Levels - Psychology

Bexhill College
09.2016 - 07.2018

A-Levels - Sociology

Bexhill College
09.2016 - 07.2018

A-Levels - Travel and Tourism

Bexhill College
09.2016 - 07.2018

Skills

  • Quality Assurance & Process Improvement
  • Team Leadership & Coaching
  • Customer Service Excellence
  • Performance Monitoring & Reporting
  • Documentation & Compliance
  • Time Management
  • Problem Solving
  • Stakeholder Engagement
  • Knowledge of Claims End to End
  • Risk assessment strategies
  • Customer-first mindset
  • Influencing and persuasion prowess
  • Training and Development

Affiliations

  • Gym and running
  • Reading

Accomplishments

    Awarded “Best Team Leader” at Hastings Direct

    Recognized for exceptional leadership and team culture development. Built and nurtured a team environment defined by support, encouragement, and unity. Under my leadership, the team consistently demonstrated collaboration, resilience, and positivity, creating a space where individuals felt valued, heard, and empowered to grow. I led with empathy and integrity, fostering trust and open communication while driving continuous improvement. This culture not only enhanced performance but also strengthened personal connections, resulting in a team that worked seamlessly together and celebrated shared success.

References

References available upon request.

Timeline

Claims Recovery Technical Team Lead

Hastings Direct
10.2025 - 01.2026

QA Team Leader

Hastings Direct
01.2023 - 10.2025

Recovery Negotiator

Hastings Direct
08.2022 - 08.2024

Repair & Total Loss Case Handler

Hastings Direct
08.2020 - 08.2022

FNOL / CCS Call Handler

Hastings Direct
09.2019 - 08.2020

A-Levels - Psychology

Bexhill College
09.2016 - 07.2018

A-Levels - Sociology

Bexhill College
09.2016 - 07.2018

A-Levels - Travel and Tourism

Bexhill College
09.2016 - 07.2018

Restaurant Team Leader

Whitbread
06.2016 - 08.2019

GCSEs - Mathematics

The Hastings Academy
09.2011 - 07.2016

GCSEs - English Language

The Hastings Academy
09.2011 - 07.2016

GCSEs - English Literature

The Hastings Academy
09.2011 - 07.2016

GCSEs - Photography

The Hastings Academy
09.2011 - 07.2016

GCSEs - Science

The Hastings Academy
09.2011 - 07.2016

GCSEs - Triple Science

The Hastings Academy
09.2011 - 07.2016

GCSEs - Spanish

The Hastings Academy
09.2011 - 07.2016

GCSEs - History

The Hastings Academy
09.2011 - 07.2016
Jodie Fuller