Summary
Overview
Work history
Education
Skills
Custom
Affiliations
References
Timeline
Generic

soraya Jenkins ba

Bracknell

Summary

Accomplished professional with expertise in complaints investigation and resolution, combined with case management achieving positive client outcomes. Planned strategically to manage high-volume caseloads within assigned deadlines. I am known for exceptional customer service and diplomatic negotiation skills. Committed to cross-functional collaboration, conflict resolution, and active listening, with a strong focus on empathy and compassion. Career goals include advancing in roles that leverage assertiveness and complaint analysis to enhance organisational effectiveness. Driven to deliver high-quality service and consistent results.

Overview

28
28
years of professional experience
11
11
years of post-secondary education

Work history

Remarketing Administrator

LeasePlan UK Ltd
  • Effectively orchestrated auction-related activities for fleet vehicle collection, driving the termination, inspection, and sale processes, while expertly managing the termination of special agreements and written-off vehicles

Fleet Administrator

LeasePlan UK Ltd
  • As a Fleet Administrator, I oversaw the comprehensive administration of leased vehicles, efficiently processing road fund licenses and managing V5 logbook submissions with the DVLA upon lease termination.
  • I coordinated MOT schedules, handled cherished plate processes, and executed all other Fleet Services responsibilities.

Personal Case Manager

Porsche Cars Great Britain
11.2023 - 05.2025
  • Delivered outstanding, personalized support to customers by resolving both simple and complex queries and complaints.
  • Communicated confidently and professionally with customers and Porsche Centres to ensure exceptional service, protect the brand, and promote customer retention.
  • Maintained up-to-date specialist knowledge, including vehicle and warranty details, as well as a thorough understanding of Porsche Connect Services.
  • Quality scores of calls and cases on average 98%

Fleet Delivery Hub coordinator

Volvo UK Ltd
10.2022 - 02.2023
  • Coordinated and managed the delivery of new cars from the importer, through the retailer, to the end user for leasing companies.
  • Handled invoicing and vehicle taxation processes.
  • Responded to incoming calls from end users and retailers regarding delivery inquiries for their new vehicles

Complex & Regulated complaints handler

LeasePlan UK Ltd
12.2002 - 10.2022
  • I dedicated 11 years to the Complex Complaints team, expertly investigating and resolving complaints concerning individual clients, partner services, and products.
  • I evaluate cases decisively, recommending goodwill gestures and redress where appropriate to ensure fair treatment.
  • I consistently deliver thorough, efficient, and prompt complaint resolutions.
  • I engage proactively with individual drivers, fleet managers, and Board Executives, while liaising effectively with regulated and non-regulated customers, the BVRLA, FCA, and the Financial Ombudsman.

Sales Manager

Letsure
01.1998 - 12.2002
  • Generated new business opportunities and sustained existing client relationships for Landlord’s insurance

Office Administrator

Magic Software
01.1997 - 01.1998
  • Whilst studying for my NVQ Level 2 in Business administration, I gained valuable administrative experience with Magic Software.

Education

BSc Honours - Psychology & Criminology

Psychology
09.2012 - 06.2023

Ilex Level 2 - undefined

legal Secretary

NVQ Level 2 - undefined

Business Administration

Skills

  • Exceptional customer service
  • Expertise in complaints investigation and resolution
  • Case prioritisation
  • Diplomatic negotiation
  • Complaint analysis
  • Experience with regulatory compliance
  • Assertiveness
  • Quality assurance understanding
  • Empathy and compassion
  • Conflict Resolution
  • Active listening
  • Cross functional collaboration


Custom

BA (hons)

Affiliations

  • Motorsports
  • Reading
  • Nature and long walks
  • Time with family and friends

References

References available upon request.

Timeline

Personal Case Manager

Porsche Cars Great Britain
11.2023 - 05.2025

Fleet Delivery Hub coordinator

Volvo UK Ltd
10.2022 - 02.2023

BSc Honours - Psychology & Criminology

Psychology
09.2012 - 06.2023

Complex & Regulated complaints handler

LeasePlan UK Ltd
12.2002 - 10.2022

Sales Manager

Letsure
01.1998 - 12.2002

Office Administrator

Magic Software
01.1997 - 01.1998

Remarketing Administrator

LeasePlan UK Ltd

Fleet Administrator

LeasePlan UK Ltd

Ilex Level 2 - undefined

legal Secretary

NVQ Level 2 - undefined

Business Administration

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soraya Jenkins ba