MERCY ADETUNJI
Essex
Summary
Dynamic Manager with expertise in overseeing compliance and driving service improvements. Coordinates resolution processes to ensure compliance with regulatory standards while fostering a culture of learning and accountability. Delivers actionable insights through comprehensive reporting to inform executive decision-making.
Overview
13
13
years of professional experience
Work History
Operation Support & Administration Manager
Health and Care Profession Council
London
01.2025 - 09.2025
- Provided oversight and was a line of escalation for complex fitness to practice investigation case creation queries, ensuring timely resolution of critical issues.
- Collaborated closely with the Interim Head of Quality and Case Progression to support strategic goals, enhancing operational workflows and service delivery.
- Led Administration team to enhance case handling efficiency, aligning with organisational objectives.
- Identified and recommended improvements to administrative procedures, streamlining processes for better effectiveness.
- Supervised administrative staff, training and developing skills to elevate team performance.
- Administered accounting system, logging all income and expenditure, raising invoices, paying bills and bank reconciliation.
Head of Complaints
West Hertfordshire Teaching Hospital
London
12.2023 - 05.2024
- Oversee the complaints department to ensure parties reach a local resolution where lessons are learned to institute service improvement.
- Co-ordinate and prioritise workload of the team to meet performance targets in compliance with Parliamentary and Health Service Ombudsman guidelines.
- Produce annual, quarterly and weekly reports reviewing trends to present to the Executive Board.
Research Policy Analyst
New York State Senate, Majority Counsel Policy & Research Department
Albany, NY
06.2022 - 05.2023
- Interviewed and collaborated with stakeholders, NGOs, and lobbyists to assess policy support and opposition, informing strategic recommendations.
- Synthesised research to support Counsel and Senators to effectively shape legislation.
- Collected opinion editorials, statistics, and studies to ensure accuracy in evidence-based reports and proposals, enhancing decision-making.
- Researched and investigated legitimacy of candidates and corporations for State roles, ensuring confidentiality and integrity in selection processes.
Legislative Fellow
New York State Senate, Office of Chair of Judiciary Committee
Albany, NY
11.2021 - 06.2022
- Organised and attended legislative briefings; conducted legal research, drafted policy briefs to ensure proposed bills had constitutional standing.
- Managed legislation through the legislative process; assisted Senators with bill co-sponsorships; co-ordinated and selected bills for committee meetings; assisted with legislative proposals.
- Collaborated with the communications and social media to generate engagement and awareness.
Litigation Executive
Cheval Legal Law Firm
London
11.2020 - 06.2021
- Represented clients in County Court hearings banking claims; managed a caseload of 250 with claims ranging from £10,000 to above £25,000;
- Conducted and negotiated settlements; reviewed FCA policies to ensure correct redress was applied; conducted KYC, AML and conflict checks.
Legislative Intern
New York State Senate, Office of Deputy Majority Leader
Albany, NY
03.2020 - 03.2020
- Facilitated constituent meetings addressing budgetary requests on issues including freedom to work, education, vaping, farming, cannabis regulations, and pharmaceutical administration of prescription drugs, ensuring stakeholders' concerns were effectively communicated.
Practice and Membership Support Officer (Ethics Officer)
Chartered Institute of Legal Executives
Kempston
01.2018 - 12.2019
- I continually kept abreast of legal developments to ensure compliance providing ethical and regulatory advice to professionals.
- Collaborated with various departments to update the team's knowledge by identifying areas of improvement and worked in partnership with managerial and training teams to disseminate good practice.
- Implemented investigatory processes to prevent and report fraudulent activities and for the protection of title see here.
- Authored journal articles relating Continuing Professional Development (CPD) to increase compliance see here.
- Guest speaker Q&A at branch events.
Senior Complaints Officer
Hinchingbrooke Hospital
Cambridge
03.2017 - 12.2017
- Investigated complaints and arranged meetings with clinicians and multidisciplinary teams to draft letters of resolution;
- Liaised with divisional departments to ensure continuity of the complaint handling process; maintained KPI and SLA.
Litigation Paralegal
Law Firm Kennedys LLP
Cambridge
05.2016 - 02.2017
- Litigated personal injury/medical negligence claim from inception to completion;
- Drafted letters of instruction to obtain expert evidence; reviewed medical records to assist with witness statements;
- Processed claims in compliance with the Civil Procedure Rules; negotiated settlements including Part 36 offers;
- Conducted quantum research for multitrack claims.
Investigation Administrator
Heart of England National Health Service Foundation Trust
Birmingham
06.2015 - 05.2016
- Processed initial stages of medical malpractice and employer liability claims within the Governance department;
- Support both the Trust and Her Majesty's Coroner to determine the cause of death by acting as a mediator to action requests;
- Acknowledged correspondence in compliance with the Pre-Action Protocol for the Resolution of Clinical Disputes;
- Drafted report on behalf of the hospital to process fast track inquest hearings.
Customer Support Advisor
The Pensions Regulator Helpline
Birmingham
08.2014 - 04.2015
- Provided technical financial support to stakeholders to ensure compliance with automatic enrolment duties pursuant to The Pension Act of 2008;
- Conducted the investigation of non-compliance, failure of registration and declaration of status.
Administrative Assistant
Birmingham City University Law School
Birmingham
11.2012 - 08.2014
- Ensured the smooth running of assignment processing the School of Law and Social Sciences.
- Successfully completed deadlines within to meet 21-day turnaround policy while producing quality and quantity.
Paralegal Intern
California Innocence Project, California Western School of Law
San Diego, CA
06.2012 - 08.2012
- Communicated with inmates through collect calls to identify wrongfully convicted prisoners for potential exoneration, diligently reviewing cases.
- Transferred accurate data into in-house programmes by cross-reviewing questionnaires to construct memorandums for pre-trial documentation.
- Researched topics independently to gather and analyse relevant information.
- Produced findings with recommendations in a logical and coherent manner.
Education
Bachelor of Law (Honours) - Law & American Legal Studies
Birmingham City University
Birmingham, UKSkills
- Microsoft Office
- Research
- Policy
- Policy analysis
- Investigation
- Drafting
- Report
- Legal
- Response
- Witness statements
- Analyst
- Conflict resolution
- Leadership skills
- Quantum
Timeline
Operation Support & Administration Manager
Health and Care Profession Council
01.2025 - 09.2025
Head of Complaints
West Hertfordshire Teaching Hospital
12.2023 - 05.2024
Research Policy Analyst
New York State Senate, Majority Counsel Policy & Research Department
06.2022 - 05.2023
Legislative Fellow
New York State Senate, Office of Chair of Judiciary Committee
11.2021 - 06.2022
Litigation Executive
Cheval Legal Law Firm
11.2020 - 06.2021
Legislative Intern
New York State Senate, Office of Deputy Majority Leader
03.2020 - 03.2020
Practice and Membership Support Officer (Ethics Officer)
Chartered Institute of Legal Executives
01.2018 - 12.2019
Senior Complaints Officer
Hinchingbrooke Hospital
03.2017 - 12.2017
Litigation Paralegal
Law Firm Kennedys LLP
05.2016 - 02.2017
Investigation Administrator
Heart of England National Health Service Foundation Trust
06.2015 - 05.2016
Customer Support Advisor
The Pensions Regulator Helpline
08.2014 - 04.2015
Administrative Assistant
Birmingham City University Law School
11.2012 - 08.2014
Paralegal Intern
California Innocence Project, California Western School of Law
06.2012 - 08.2012
Bachelor of Law (Honours) - Law & American Legal Studies
Birmingham City University