Kiera Johnson
Cradley Heath,West Midlands
Summary
Accomplished professional with expertise in strategic SEND case management and EHCP processing, demonstrating proficiency in high-volume customer service and Microsoft Office Suite. Adept at database entry, report writing, and ensuring data accuracy, complemented by strong skills in case file auditing and efficient diary coordination. Proven ability to coordinate meetings and proactively solve problems while multitasking effectively. Exceptional written and verbal communication skills, with a commitment to confidentiality and GDPR compliance.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work history
Supermarket Assistant
Tesco
Cradley Heath
07.2024 - 07.2025
- Provide high-quality, tailored customer service by identifying and responding to a variety of customer needs in a fast-paced retail environment.
- Operate EPOS tills, process payments, handle refunds and resolve transactional issues promptly to ensure seamless customer experiences.
- Replenish and rotate stock efficiently, monitor product availability, and liaise with stockroom teams to maintain fully stocked and presentable aisles.
- Conduct regular date checks, reduce waste through accurate stock handling and support store presentation through merchandising and planogram compliance.
- Contribute to a safe, clean and customer-focused environment through proactive housekeeping, teamwork and health & safety awareness.
- Tidied up aisles after store closing hours for an inviting shopping atmosphere next day.
- Trained new staff members on store procedures and policies for effective induction process.
- Adhered strictly to health and safety regulations for an accident-free workplace environment.
- Provided product knowledge to customers for informed purchasing decisions.
SEND Caseworker
City of Wolverhampton Council
Wolverhampton, West Midlands
11.2019 - 01.2023
- Managed 300+ complex caseloads of children and young people with Special Educational Needs (SEN), ensuring timely and lawful assessment and provision.
- Drafted, issued and reviewed Education, Health & Care Plans (EHCPs), working collaboratively with professionals from education, health and social care sectors.
- Responded effectively to parent and stakeholder queries, resolved disputes, and communicated changes in provision and legal requirements clearly and compassionately.
- Organised and facilitated multi-agency SAM Panels, ensuring representation from all key partners and accurate documentation of decisions.
- Maintained comprehensive records on Capita ONE, monitored case progress against statutory deadlines and ensured GDPR compliance throughout.
- Supported departmental improvements by contributing to policy reviews, service planning, and best practice discussions.
- Liaised closely with other professionals for multi-disciplinary approach towards casework.
SEND Casework Assistant
Worcestershire County Council
Worcester, Worcestershire
04.2018 - 10.2019
- Supported the end-to-end delivery of EHCPs through administrative coordination, referral tracking and evidence collation from schools, parents and professionals.
- Input detailed case notes and updates into case management systems, helping to maintain a fully auditable SEN file for each child.
- Scheduled assessment meetings, funding panels and statutory reviews, ensuring correct documentation was shared and processed on time.
- Liaised with social workers, health visitors and SENCOs to ensure appropriate and timely assessments were completed.
- Identified data quality issues and resolved discrepancies quickly to support consistent and legally compliant record keeping.
- Handled confidential information, maintaining discretion and integrity.
- Answered phone calls promptly, providing excellent customer service.
Health & Safety Manager
SAPA Group UK
Bromyard, West Midlands
06.2017 - 01.2018
- Conducted comprehensive health and safety audits across manufacturing areas, identifying non-conformance issues and implementing corrective actions.
- Developed safety induction training for new starters and delivered toolbox talks on key safety procedures including PPE, manual handling and risk reporting.
- Produced detailed reports on incidents, near misses and safety metrics, presenting weekly KPI summaries to senior and regional management.
- Ensured all statutory inspections, COSHH documentation and accident investigations were completed in accordance with internal and regulatory standards.
- Played a lead role in cross-functional safety improvement projects aimed at reducing accident frequency rates and enhancing employee engagement.
- Conducted risk assessments for improved safety measures.
Administrative Officer
EMIS Care
Worcester, Worcestershire
03.2016 - 06.2017
- Company Overview: Diabetic Eye Screening Service
- Acted as first point of contact for patients referred into diabetic eye screening, booking appointments, verifying details, and updating clinical information systems.
- Managed incoming and outgoing communications, processed over 70 daily calls and ensured referral turnaround times met NHS targets.
- Maintained spreadsheets and digital trackers to record waiting lists, clinic attendance and regional appointment availability.
- Liaised with clinical leads, Diabetic Eye Screeners and GP practices to confirm eligibility, documentation and patient outcomes.
- Supported the operational delivery of mobile clinics by coordinating rota schedules and printing clinical documentation in line with data governance policies.
- Handled confidential documents with utmost care; ensured data security at all times.
Medical Laboratory Assistant
Worcestershire Royal Hospital
Worcester, Worcestershire
06.2015 - 03.2016
- Processed biological samples across Biochemistry and Haematology departments, including labelling, centrifuging, and preparing for analysis.
- Entered clinical data into WinPath Laboratory Information System, ensuring test results were accurately matched and processed for timely diagnosis.
- Carried out environmental checks including fridge temperature monitoring and waste disposal in accordance with infection control and lab protocols.
- Assisted biomedical scientists with urgent requests and prioritised workload effectively based on clinical urgency.
- Delivered reception duties and sample handovers, working discreetly with sensitive patient data and maintaining confidentiality at all times.
- Practiced safety measures, minimising risk of exposure to hazardous materials.
Waitress & Catering Assistant
The Hive Café (Bellrock)
Worcester, Worcestershire
12.2013 - 08.2014
- Provided high-quality table and counter service, including food and beverage preparation, handling payments and responding to customer needs with professionalism.
- Maintained hygiene and food safety standards, cleaning and restocking the café area in line with HACCP guidelines.
- Operated coffee machines and prepared drinks to barista standard as part of a fast-paced team environment.
- Trained new staff on customer service procedures, food preparation and safety protocols.
- Demonstrated excellent multitasking abilities for timely delivery of orders.
Medical Receptionist/Admin Officer
Worcestershire Royal Hospital
Worcester, Worcestershire
06.2013 - 12.2013
- Greeted and registered patients for ENT and Ophthalmology clinics, handling high patient volumes with empathy and professionalism.
- Managed telephone and face-to-face appointment bookings, resolved scheduling conflicts and communicated changes effectively.
- Prepared daily clinic lists, managed referrals, input patient demographics, and liaised with medical secretaries to ensure accurate documentation.
- Supported the discharge process and arranged follow-up appointments, ensuring notes and documentation were archived in line with NHS procedures.
- Ensured patient comfort by providing clear communication and timely service.
- Facilitated successful appointments by scheduling accurately and promptly.
- Managed digital and manual filing systems.
Education
Foundation Year - Higher Access - Arts & Humanities
University of Bristol
Bristol 09.2014 - 06.2015
NVQ Level 1 - Prince's Trust - Teamwork & Communication
Worcester College of Technology
Worcester, Worcestershire 01.2013 - 04.2013
GCSEs - Maths, English, Science
Bishop Perowne C of E College
Worcester, Worcestershire 09.2007 - 06.2012
Skills
- Strategic SEND Case Management
- EHCP Processing
- High-Volume Customer Service
- Microsoft Office Suite
- Database Entry
- Report Writing
- Data Accuracy
- Case File Auditing
- Efficient Diary Coordination
- Meeting Coordination
- Proactive Problem Solving
- Multitasking
- Strong Written Communication
- Strong Verbal Communication
- Confidentiality & GDPR Compliance
References
References available upon request.
Employment Gaps
2014–2015, University Study,
2023–2024, Maternity Leave
Timeline
Supermarket Assistant
Tesco
07.2024 - 07.2025
SEND Caseworker
City of Wolverhampton Council
11.2019 - 01.2023
SEND Casework Assistant
Worcestershire County Council
04.2018 - 10.2019
Health & Safety Manager
SAPA Group UK
06.2017 - 01.2018
Administrative Officer
EMIS Care
03.2016 - 06.2017
Medical Laboratory Assistant
Worcestershire Royal Hospital
06.2015 - 03.2016
Foundation Year - Higher Access - Arts & Humanities
University of Bristol
09.2014 - 06.2015
Waitress & Catering Assistant
The Hive Café (Bellrock)
12.2013 - 08.2014
Medical Receptionist/Admin Officer
Worcestershire Royal Hospital
06.2013 - 12.2013
NVQ Level 1 - Prince's Trust - Teamwork & Communication
Worcester College of Technology
01.2013 - 04.2013
GCSEs - Maths, English, Science
Bishop Perowne C of E College
09.2007 - 06.2012
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