Kelly Rees
Summary
Experienced Complaints Manager with expertise in conflict resolution and customer satisfaction. Proven ability to streamline processes and improve service quality. Strong interpersonal skills enhance team collaboration and operational efficiency. Experienced professional with focus on managing and resolving complaints. Committed to developing skills for continued career growth and success in challenging environments.
Overview
19
19
years of professional experience
Work history
NHS Complaints Manager
East Kent Hospitals University Foundation Trust
Margate, Kent
08.2022 - Current
- Led weekly meetings to discuss ongoing issues and find solutions, fostering teamwork and solutions.
- Collaborated with other departments to resolve complex complaints, improving communication.
- Trained new employees on company's policies and procedures, enhancing their job performance.
- Presented recurring complaints to senior management, enabling root cause analysis.
- Drafted response letters ensuring a positive customer experience during complaints.
Career Break
(To have a family)
02.2020 - 08.2022
Legal Executive
Kent Police
Maidstone, Kent
06.2016 - 02.2020
- Drafted detailed legal documents to meet critical deadlines.
- Prepared comprehensive briefs for court proceedings to support solicitors' arguments.
- Managed caseload efficiently without compromising quality of service.
- Streamlined case preparation for improved efficiency.
- Attended court hearings as a representative of the firm, upheld professional image.
- Documented case progress and outcomes, creating reports for further analysis.
- Advocated for clients in county and magistrates' court proceedings.
- Negotiated beneficial settlements with opposing counsel.
Technical Accounts Assitant
1st Central Insurance
Haywards Heath, West Sussex
04.2014 - 10.2015
- Ensured compliance with accounting standards through diligent record keeping.
- Provided administrative support to the finance team for seamless operations.
- Monitored account activity, detected discrepancies promptly.
- Entered financial information into corporate database for easy access and retrieval.
- Assisted senior accountant for audit preparation.
- Met deadlines by managing workload independently.
- Kept and updated digital and physical financial records.
Associate Prosecutor ( previously Caseworker)
Crown Prosecution Service
Brighton, Brighton and Hove
06.2006 - 12.2013
- Participated actively in pre-trial discussions-a key step towards resolving proceedings quickly.
- Negotiated plea bargains effectively – a strategic move towards expedited judgements.
- Managed heavy caseloads efficiently under high-pressure situations-a testament to organisational skills.
- Demonstrated strong ethics at all times-an essential quality in upholding justice.
- Coordinated closely with law enforcement agencies during investigations, resulting in cohesive teamwork.
- Assured confidentiality of sensitive information throughout litigation process-maintaining trust of involved parties.
- Reviewed police reports for accuracy and relevancy, ensuring sound prosecution strategy.
- Presented compelling evidence in court, securing justice for victims.
- Safeguarded client interests throughout legal proceedings.
- Managed multiple cases simultaneously and delivered support within strict deadlines.
Education
How to Recognise and Resolve Complaints
Parliametary and Health Service Ombudsman
London 11/2024 - 01/2025
How to Investigate and Respond to Complaints
Parliamentry and Health Service Ombudsman
London 12/2024 - 02/2025
Bachelor of Arts - Legal Studies
Staffordshire University
Stoke-on-Trent 09/1999 - 08/2003
A-Levels - English Literature, Biology, Business Studies
St Chad's Roman Catholic School
Wolverhampton 09/1997 - 08/1999
GCSEs - 10 including Maths, English and double Sciences
Our Lady and St Chad's RC Shcool
Wolverhampton 09/1992 - 08/1997
Skills
- Complaints management
- Attention to Detail
- Professionalism
- Time efficiency
- Resilience under pressure
- Conflict resolution
- Process improvement
- Teamwork
Timeline
NHS Complaints Manager
East Kent Hospitals University Foundation Trust
08.2022 - Current
Career Break
(To have a family)
02.2020 - 08.2022
Legal Executive
Kent Police
06.2016 - 02.2020
Technical Accounts Assitant
1st Central Insurance
04.2014 - 10.2015
Associate Prosecutor ( previously Caseworker)
Crown Prosecution Service
06.2006 - 12.2013
How to Recognise and Resolve Complaints
Parliametary and Health Service Ombudsman
11/2024 - 01/2025
How to Investigate and Respond to Complaints
Parliamentry and Health Service Ombudsman
12/2024 - 02/2025
Bachelor of Arts - Legal Studies
Staffordshire University
09/1999 - 08/2003
A-Levels - English Literature, Biology, Business Studies
St Chad's Roman Catholic School
09/1997 - 08/1999
GCSEs - 10 including Maths, English and double Sciences
Our Lady and St Chad's RC Shcool
09/1992 - 08/1997
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