Summary
Overview
Work history
Education
Skills
Websites
VOLUNTEER EXPERIENCE
Timeline
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Andreea Alexandra Sortan

London,UK

Summary

Adaptable and resourceful professional with a strong track record in frontline advisory, service coordination, and stakeholder engagement. I bring experience supporting asylum seekers through complex transitions, as well as coordinating and managing onboarding and training processes for new employees. Known for taking ownership and communicating clearly across all levels, thriving in people-focused environments where collaboration and impact come first.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work history

Settlement Support Adviser

Reed in Partnership
London
01.2025 - Current
  • Provide Information, Advice and Guidance (IAG) to asylum seekers following successful asylum decisions, supporting their positive move-on by helping them access housing, welfare benefits, employment opportunities, and local support services.
  • Build and maintain strong working relationships with local authorities, housing teams, and third-sector organisations to ensure coordinated support and accurate signposting to local services.
  • Actively contribute to community development by mapping local support networks and referring clients to ESOL courses, voluntary organisations, and integration-focused programmes.
  • Collaborate closely with AIRE Outreach and safeguarding teams to identify, refer, and escalate high-risk or vulnerable cases, ensuring comprehensive wraparound care and protection.
  • Coach and support colleagues to improve service delivery, sharing best practices and fostering a collaborative team environment. Praised by management for leadership and initiative.
  • Provide monthly written updates to the Settlement Support Manager to showcase good news stories and positive outcomes from move-on support encounters with asylum seekers.
  • Maintain an average Full-Time Verification (FTV) document completion rate of 98%, exceeding monthly compliance targets by 3%.
  • Contributed to service improvement initiatives by reviewing internal protocols, proposing updates, and supporting implementation to enhance delivery outcomes.
  • Apply and maintain up-to-date working knowledge of UK immigration law and asylum procedures to ensure legal compliance and accurate case handling.

Learning & Development Administrator

Reed in Partnership
London
04.2024 - 01.2025
  • Coordinated the onboarding process for 25-40 new starters monthly, including the organisation and management of induction activities and e-learning on the Learner Management System (LMS).
  • Monitored and supported 13 apprentices monthly, proactively reporting progress and flagging issues to Associate director of L&D.
  • Oversaw and recorded attendance for 25-40 new starters monthly, promptly identifying and addressing underlying issues.
  • Facilitated the scheduling of over 14 training sessions per intake group to ensure compliance with training requirements.
  • Created and delivered monthly reports on training completion rates, reporting findings to the Associate Director of L&D and followed up on non-compliance issues.
  • Maintained and updated multiple databases and trackers daily with high degree of accuracy, ensuring confidential handling of employee information.
  • Proposed and implemented spreadsheet improvements that enhanced team efficiency and streamlined workflows.
  • Managed the L&D inbox, processed employee movers and leavers and provided support, guidance and best-practice suggestions to co-members across the business regarding account issues, service user accounts and induction training.

Customer Service Advisor

The Contact Company
London, UK
11.2021 - 04.2022
  • Explained charges, fees, terms of sale and service agreements to over 90 customers daily.
  • Maintained average interaction time below 6 minutes/interaction through effective listening and problem-solving skills, resulting in a 10% increase in Front Contact Resolutions.
  • Achieved consistently high positive customer feedback and support rate, with 76% satisfaction rate;
  • Maintained precise records of all transactions undertaken during shift, ensuring timely and accurate data submission to relevant department;
  • Accurately inputted and verified customer details in the database, ensuring compliance with GDPR regulations.
  • Utilized strong organisational skills to prioritise tasks effectively, resulting in the timely resolution of customer issues and improved team efficiency.

Customer Service Executive

Ismash
London, UK
12.2020 - 05.2021
  • Maintained a knowledge base of product offerings and improved customer retention rate by 7% by proactively recommending products to customers.
  • Managed 60-70 emails, social media and live chat channels, review platforms and 10-12 calls daily.
  • Handled 10+ customer complaints daily with 94% satisfaction rate.

Education

Introduction to Data Analyst -

Apprentify
01.2023 - 03.2023

Bachelor of Science - Business And Human Resources Management

Anglia Ruskin University
01.2021 - 09.2023

Skills

  • Technical skills:
    - CRM Systems: Zendesk, Freshdesk
    - Learning Management System: (LMS365)
    - Microsoft365 : Excel, Word,
    PowerPoint, Outlook
  • Attention to details and data accuracy
  • Strong written and verbal communication
  • Proficient understanding of asylum and asylum support processes




  • Stakeholder engagement and relationship-building
  • Workflow and caseload management
  • Compliance tracking and reporting
  • Problem-solving and process improvements
  • Romanian language proficiency

VOLUNTEER EXPERIENCE

Student Representative, 01/2021 - 08/2021
Anglia Ruskin University - London, UK

  • Supported fellow students with academic queries and assignment guidance, fostering a collaborative learning environment.
  • Represented student concerns and feedback at faculty meetings and university events, advocating for improved student experience.

Timeline

Settlement Support Adviser

Reed in Partnership
01.2025 - Current

Learning & Development Administrator

Reed in Partnership
04.2024 - 01.2025

Introduction to Data Analyst -

Apprentify
01.2023 - 03.2023

Customer Service Advisor

The Contact Company
11.2021 - 04.2022

Bachelor of Science - Business And Human Resources Management

Anglia Ruskin University
01.2021 - 09.2023

Customer Service Executive

Ismash
12.2020 - 05.2021

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Andreea Alexandra Sortan