Summary
Overview
Work history
Education
Skills
Timeline
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Katie Thacker

Wolverhampton,United Kingdom

Summary

Accomplished professional with extensive expertise in client relationship management, data analysis, and compliance verification. Proven track record in case management and stakeholder collaboration, ensuring seamless customer service and effective organisational operations. Adept at training and mentoring staff, managing front of house operations, and liaising with stakeholders to achieve business objectives. Demonstrates exceptional time management skills and a commitment to continuous improvement.

Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work history

DWP Agent

Teleperformance UK
, United Kingdom
05.2025 - Current
  • Ensured accuracy of Universal Credit payments by analysing sensitive claimant information and statements.
  • Managed high workload effectively, meeting deadlines for each case.
  • Arranged telephone interviews after thorough investigation of claimant data.
  • Maintained comprehensive records throughout all stages of claim processing.
  • Analysed data submitted by claimants to identify discrepancies and ensure compliance.
  • Executed effective case management strategies to optimize workflow and efficiency.

Senior Case Handler

Lloyds Banking Group
Wolverhampton, Untied Kingdom
04.2019 - 04.2025
  • Resolved customer issues and queries through first touch contact in banking services, managing over 40 calls daily.
  • Arranged customer applications and processed postal requests daily for one year alongside incoming call work.
  • Progressed to handling formal demand letters, ensuring accurate calculations for various loan types, issuing up to 25 daily.
  • Trained new processes to colleagues after testing new systems, providing them with comprehensive understanding and best practices.
  • Progressed to liaising with solicitors to confirm fund receipt prior to property charge removal, addressing last-minute changes.
  • Managed stakeholder relationships to facilitate timely removal of bank charges on client properties.
  • Issued official deeds and documents to clients and solicitors, meeting all deadlines efficiently.
  • Maintained high quality of work with standard workload whilst completing additional tasks in between case loads.
  • Provided training to colleagues on additional tasks, ensuring the whole team could complete this alongside their other work.

Front of House

Wolverhampton Grand Theatre
Wolverhampton, United Kingdom
04.2017 - 06.2019
  • Maintained optimal stock levels of front of house supplies, proactively placing orders to prevent shortages during peak periods.
  • Cleaned and sanitised bar and front of house areas to uphold hygiene standards.
  • Trained new staff on front of house procedures, mentoring for improved performance and service quality.
  • Updated front of house decor to enhance ambiance, aligning with establishment's high standards.
  • Accurately balancing and logging profits made daily by ensuring no discrepancies in the till float by end of shift.


Education

A-Levels - Art & Design (B), Philosophy & Ethics (D)

Cheslyn Hay Sports and Community High School
Walsall
09.2014 - 07.2016

Skills

  • Client relationship management
  • Data analysis
  • Compliance verification
  • Case management
  • Stakeholder collaboration
  • Customer service
  • Training and mentoring
  • Organisational
  • Stakeholder liaison
  • Front of house operations
  • Staff training
  • Time management

Timeline

DWP Agent

Teleperformance UK
05.2025 - Current

Senior Case Handler

Lloyds Banking Group
04.2019 - 04.2025

Front of House

Wolverhampton Grand Theatre
04.2017 - 06.2019

A-Levels - Art & Design (B), Philosophy & Ethics (D)

Cheslyn Hay Sports and Community High School
09.2014 - 07.2016

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