Rachel Kerr
Southampton,Hampshire
Summary
Friendly, reliable, and detail-oriented professional with over four years’ experience across customer service, office-based operations, and regulated financial services. Known for building strong working relationships, handling sensitive and complex customer cases with empathy, and keeping operations running smoothly behind the scenes. Alongside a strong customer focus, I bring solid analytical skills, including experience with SQL, Python automation, and AWS Quicksight reporting, which I use to improve processes, reduce errors, and support better decision-making. I am adaptable, quick to learn, and comfortable supporting multiple teams in fast-paced environments. I am open to customer service, office-based administrative, operations, and junior analyst roles within the Southampton area, including on-site, hybrid, or remote opportunities, following a change in personal transport.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Operations Support Administrator
CHF Global Home Group
Andover
2025.09 - 2026.03
- Automated manual reports using Python, reducing processing time by at least 50% and eliminating repeat errors.
- Produced operational and management reports, such as Order Intake, In Transit and Back Order Reports to support multiple business stakeholders.
- Processed orders and resolved customer queries via phone and email, maintaining service standards during peak demand.
- Carried out day-to-day duties accurately and efficiently.
- Facilitated strategic decision-making, performing accurate volume and sales analysis with NetSuite software.
Junior Operations Business Analyst
Bamboo Ltd
Southampton
2023.10 - 2025.09
- Delivered Consumer Duty and Cost of Living analysis supporting FCA compliance and executive reporting.
- Built and maintained AWS Quicksight dashboards and SQL-based datasets, improving visibility of operational performance.
- Partnered with QA, Servicing, Fraud, and Complaints teams to provide actionable insights.
- Recognised for adaptability and contribution beyond core responsibilities on cross-functional projects.
Customer Account Manager / Vulnerable Customer Specialist
Bamboo Ltd
Southampton
2021.10 - 2023.10
- Appointed Vulnerable Customer Specialist (Apr 2023), managing sensitive financial and wellbeing cases.
- Resolved complex account issues while maintaining regulatory and compliance standards.
- Streamlined internal workflows through document creation and administrative support.
- Assessed clients' needs for tailored solutions.
- Strengthened client relations through regular communication.
- Conducted regular account reviews for service improvement.
- Resolved escalated customer issues efficiently.
Care Coordinator
Nobilis
Southampton
2021.07 - 2021.10
- Allocated carers efficiently based on availability, skills, and care requirements.
- Ensured continuity of care during staff shortages, maintaining 100% service coverage.
- Proactively resolved issues with carers and clients to maintain care quality.
Customer Service & Support Champion
Nobilis
Southampton
2021.01 - 2021.07
- Managed inbound calls from healthcare professionals, families, and carers.
- Processed prescriptions and monitored medication usage, liaising with GPs.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
Choice Vehicle Rentals
2020.01 - 2020.01
- Delivered consistently high levels of customer service in fast-paced environments.
Receptionist
The Winchester Hotel & Spa
2018.01 - 2020.01
- Supported back-office operations using booking and Microsoft systems.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Upheld confidentiality with sensitive information handling procedures.
- Assisted with administrative tasks, improving overall functionality of the office.
- Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
- Managed phone calls, resulting in effective communication flow within the company.
Waitress
The Sun Inn
2016.01 - 2018.01
- Delivered consistently high levels of customer service in fast-paced environments.
- Advanced team efficiency by assisting in training new waitstaff members.
- Collaborated with kitchen staff to ensure order accuracy.
- Accommodated special event needs, provided customised services for parties.
- Demonstrated excellent multitasking abilities for timely delivery of orders.
Education
GCSEs - Statistics, Mathematics, English Language, Science
Mountbatten School
Romsey07.2016
Skills
- Data analysis & business reporting
- SQL (querying, validation, insights)
- Python (report automation, error reduction)
- AWS Quicksight dashboards
- Operational & MI reporting
- FCA compliance (Consumer Duty, Vulnerable Customers)
- Stakeholder & cross-functional collaboration
- Process improvement & root-cause analysis
- Customer journey optimisation
Certification
- Full UK Driving Licence
- Comfortable working in regulated and sensitive environments
- Open to hybrid and fully remote roles
References
References available on request
Timeline
Operations Support Administrator
CHF Global Home Group
2025.09 - 2026.03
Junior Operations Business Analyst
Bamboo Ltd
2023.10 - 2025.09
Customer Account Manager / Vulnerable Customer Specialist
Bamboo Ltd
2021.10 - 2023.10
Care Coordinator
Nobilis
2021.07 - 2021.10
Customer Service & Support Champion
Nobilis
2021.01 - 2021.07
Customer Service Representative
Choice Vehicle Rentals
2020.01 - 2020.01
Receptionist
The Winchester Hotel & Spa
2018.01 - 2020.01
Waitress
The Sun Inn
2016.01 - 2018.01
GCSEs - Statistics, Mathematics, English Language, Science
Mountbatten School