Rachel Jala
Hounslow,London
Summary
Business support officer with experience in administrative support, data management, and stakeholder communication across the SEND sector. Managed complex casework while maintaining GDPR compliance and enabling multi-agency collaboration. Coordinated panels and tracked annual reviews to improve workflow efficiency and decision-making.
Overview
5
5
years of professional experience
Work History
Business Support Officer (SEND)
London Borough of Hounslow
Hounslow, Middlesex
08.2025 - Current
- Prepared accurate administrative support for officer and case worker dispatches.
- Tracked documentation details to support steady workflow management across caseloads.
- Maintained and audited precise records in internal databases regularly.
- Processed sensitive paperwork with strict data privacy and GDPR compliance.
- Served as primary contact for parents, schools, and agencies.
- Handled complex queries with discretion and empathy during casework.
- Managed telephone calls from parents and schools promptly.
- Directed professionals and multi-agency partners to the correct team.
- Monitored completion and updated annual review records accurately.
- Maintained current annual review information within the system.
- Prepared critical panel paperwork weekly with strong attention to detail.
- Distributed complete and timely paperwork for departmental decision-making.
- Coordinated out-of-borough consultation records to keep cases moving forward.
- Maintained complete documentation to support efficient case progression.
- Updated panel meeting notes and outcomes accurately on the system.
- Maintained a clear audit trail of decisions and actions.
- Monitored mediation emails and reviewed incoming case information.
- Updated the system and transferred cases to appropriate case managers.
- Handled sensitive information with discretion and confidentiality daily.
- Adhered to GDPR and information governance requirements for all records.
Patient Care Navigator & Medical Administrator
HIYOS Practice
01.2025 - 06.2025
- Identified urgent or deteriorating clinical presentations, escalating critical situations to appropriate healthcare professionals to ensure timely intervention.
- Maintained meticulous records of patient interactions, generating accurate clinical referrals based on detailed medical case notes to facilitate effective patient management.
- Triaged and managed high-volume patient calls and digital communications via Online Consult, delivering clear information and ensuring patient comfort.
Learning Resource Centre Manager
Heston Community School
11.2023 - 06.2024
- Managed resource centre budget, optimising procurement and selection of physical and digital materials to meet user needs.
- Oversaw implementation, maintenance, and updates of digital library management system to enhance user experience and accessibility.
- Monitored student use of ICT facilities, ensuring safe and compliant environment that supports effective learning.
Library Assistant
London Borough of Hounslow (via Adecco & Direct)
Feltham, Middlesex
05.2022 - 11.2023
- Served as initial point of contact for face-to-face, digital, and telephone public service inquiries, enhancing user engagement and satisfaction.
- Facilitated access for library users to digital services and resources, improving their research and learning experiences.
- Trained community members on how to utilise information technology assets, digital devices, and library reference resources.
- Managed financial transactions, including fines and fees, ensuring accurate record-keeping and maintaining financial integrity.
Customer Service Advisor
Teleperformance (HM Passport Office)
10.2021 - 05.2022
- Managed international and domestic inquiries for complex passport applications, ensuring accuracy of detail updates and effective tracking.
- Ensured data security protocols during booking and scheduling of sensitive personal identity verification interviews, safeguarding customer information.
- Delivered excellent customer service at all times by proactively going the extra mile to solve and answer customer queries.
- Addressed customer service enquires quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Education
Master of Business Administration - Master of Commerce
Osmania University
Hyderabad01-2002
Skills
- Data & Analytics: Data entry, report generation, Excel, Power BI data visualization
- GDPR compliance
- Database management
- Workflow management
- Panel coordination
- Case management
- Quality assurance
- Stakeholder collaboration
Timeline
Business Support Officer (SEND)
London Borough of Hounslow
08.2025 - Current
Patient Care Navigator & Medical Administrator
HIYOS Practice
01.2025 - 06.2025
Learning Resource Centre Manager
Heston Community School
11.2023 - 06.2024
Library Assistant
London Borough of Hounslow (via Adecco & Direct)
05.2022 - 11.2023
Customer Service Advisor
Teleperformance (HM Passport Office)
10.2021 - 05.2022
Master of Business Administration - Master of Commerce
Osmania University