LOUISA MICHAEL
London
Summary
Dedicated professional with extensive experience in operational coordination, planning and support. Background working with confidential information, strict processes and ambitious targets. Skilled in data collection and analysis, report compilation, and document control procedures. Proficient in utilizing specialist tools and techniques for planning, risk analysis, and project management. Adept at maintaining program documentation and ensuring compliance with quality standards. Strong organizational and communication skills, with a track record of efficiently administering meetings and fostering collaboration. Eager to leverage expertise in operational coordination and project support to contribute effectively to a dynamic team environment.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Executive officer
Department for Works and Pensions
London
2025.02 - 2026.01
- Managed a complex and diverse caseload of clients facing multiple structural barriers, using evidence-based, person-centred approaches to inform service delivery and identify systemic issues impacting policy effectiveness.
- Built and maintained trusted relationships with vulnerable clients, enabling the collection of high-quality qualitative insight into lived experience, barriers to engagement, and unintended policy impacts, particularly in relation to homelessness, safeguarding, and mental health.
- Acted as a primary interface between residents and public services, interpreting and explaining complex policy frameworks relating to welfare, housing, and employment, and feeding operational insights into service improvement discussions.
- Advocate for clients by liaising with local authorities, housing providers, and employment programs, ensuring appropriate referrals and support pathways.
- Develop trusting relationships, supporting clients in emotionally challenging situations including homelessness, domestic abuse, and mental health difficulties.
- Support complaint handling and appeals processes, ensuring client concerns are addressed fairly and promptly.
- Ensured compliance with company policies and industry regulations through regular audits.
Key Account Administrator
Lanes Group PLC
Manchester, Greater Manchester
2024.01 - 2025.01
- Acted as a key relationship manager for a portfolio of strategic accounts, engaging regularly with internal teams and external stakeholders to resolve complex issues, manage expectations, and support service improvement outcomes.
- Leveraged expertise in Customer Relationship Management (CRM) software to maintain accurate and updated customer records, resulting in a 25% reduction in data discrepancies and improved data integrity.
- Ensured operational efficiency by consistently completing job packs and reports in a timely manner, facilitating prompt invoicing and accurate supplier payments, leading to a 30% decrease in billing errors.
- Produced structured reports and performance summaries to support financial monitoring, forecasting, and accountability, ensuring information was accurate, auditable, and aligned with organisational governance requirements.
- Optimized quote preparation processes, consistently delivering customer quotes within target timeframes, contributing to increased quote conversion rates.
- Analysed consumer data using Power BI to predict future purchasing trends for informed decision-making.
Project support officer
3RIO
Leigh
2023.08 - 2024.01
- Partnered with senior managers on process improvement initiatives and special projects, contributing analytical insight, operational intelligence, and implementation support to strengthen organisational performance.
- Supported project control team with document control, scheduling, planning and management of staff on the system software.
- Managed stakeholder communication for improved project relationships.
- Maintained program documentation including Quality Register and Configuration Items Records, ensuring compliance with quality standards and project requirements.
- Assisted in risk assessment to mitigate potential issues.
- Facilitated training sessions for new team members, increasing their competency levels quickly.
Education
MSc - Project Management
University of Law
Manchester 2022.09 - 2024.09
Skills
- Microsoft Project
- Problem-solving
- Team Leadership
- Client Relationship management(365)
- Market Research
- Report writing and presentation
- Strong organizational skills
- Multitasking and effective task prioritisation
- Purchase Order (PO) and invoice processing
- Proficient in Microsoft Office Suite
- Financial data analysis
- Risk Management
- Statistical data collection
Certification
- Level 7 Certificate in Strategic Management and Leadership practice- Chartered Management Institute (CMI), January 2025.
- Professional diploma in digital marketing strategy Course delivered by Digital Marketing Association (DMA) - March 2023
Timeline
Executive officer
Department for Works and Pensions
2025.02 - 2026.01
Key Account Administrator
Lanes Group PLC
2024.01 - 2025.01
Project support officer
3RIO
2023.08 - 2024.01
MSc - Project Management
University of Law
2022.09 - 2024.09