THIVYA NATKUNAM
Milton Keynes ,Buckinghamshire
Summary
Highly organised and detail-oriented Law graduate with progressive experience across clinical governance, compliance, operational coordination, complaints investigation, client service and administration within regulated environments. Recently promoted from Control & Dispatcher to Clinical Governance Officer at Community Ambulance, reflecting strong performance, reliability and the ability to take on greater governance responsibility. Experienced in maintaining accurate and confidential records, supporting compliance processes, preparing professional documentation, coordinating stakeholders and managing competing priorities. Brings strong transferable skills for transaction management, company secretarial support, client onboarding, KYC administration, regulatory documentation and SPV administration. Proficient in Microsoft Word, Excel and PowerPoint, with excellent communication, analytical and problem-solving skills.
Overview
10
10
years of post-secondary education
10
10
years of professional experience
Work history
Clinical Governance Officer
Community Ambulance
01.2025 - 08.2026
- Coordinated governance activities within clinical governance framework, ensuring services complied with internal policies, regulatory expectations, and quality standards.
- Maintain accurate governance records, action logs, supporting evidence and confidential documentation, ensuring information is complete, current and appropriately controlled.
- Prepare governance reports, meeting documentation and supporting materials for management review, presenting information clearly and professionally.
- Support audits, investigations and quality-improvement activities by gathering documentation, reviewing available information and maintaining organised evidence trails.
- Liaised with operational managers, clinicians, and stakeholders to gather information, resolve governance queries, and ensure timely progression of agreed actions.
- Tracked outstanding governance actions and deadlines, following up with stakeholders to ensure timely completion and accountability.
- Assist with policy and procedure reviews, document version control and the maintenance of governance documentation.
- Handle sensitive and confidential information in accordance with GDPR, information-governance requirements and organisational procedures.
- Manage multiple governance priorities simultaneously while maintaining a high level of accuracy, organisation and attention to detail.
Specialist
Apple
06.2024 - 08.2026
- Deliver tailored consultations and product demonstrations, identifying individual customer requirements and providing clear, professional recommendations.
- Manage customer enquiries from initial engagement through to resolution, maintaining a high standard of service in a fast-paced environment.
- Provide technical assistance and explain complex information in an accessible manner to customers with different levels of technical knowledge.
- Maintain accurate customer and transaction-related information while following company procedures and data-handling requirements.
- Support New Store Opening activities, contributing to operational preparation, organisation and successful launch delivery.
- Work collaboratively with colleagues and management to manage customer demand, resolve issues and maintain efficient store operations.
- Mentor and support new team members during onboarding, helping them understand processes, service standards and operational expectations.
- Work towards individual and team performance targets while maintaining a client-focused and professional approach.
Control & Dispatcher
Community Ambulance
11.2024 - 01.2025
- Coordinated and dispatched emergency and non-emergency ambulance services, balancing operational priorities, resource availability and service requirements.
- Acted as a central point of contact between ambulance crews, hospitals and control teams, communicating time-sensitive information clearly and accurately.
- Monitored real-time vehicle and resource information to support effective allocation decisions based on priority, location and availability.
- Maintained accurate electronic records covering incidents, case details and patient movements, ensuring information was updated promptly and handled confidentially.
- Managed competing priorities and urgent requests in a high-pressure environment while maintaining professionalism and attention to detail.
- Worked closely with team leaders, clinical staff and operational stakeholders to resolve issues and maintain continuity of service.
- Followed established operational, data-protection and healthcare procedures when processing and communicating sensitive information.
- Demonstrated strong judgement, organisation and proactive problem solving when circumstances changed at short notice.
Service Coordinator
Reiser
02.2024 - 06.2024
- Coordinated service requests and engineer schedules, ensuring appointments and priority cases were organised efficiently and accurately.
- Acted as a key liaison between clients, engineers and regional service managers, providing timely updates and responding professionally to queries.
- Maintained detailed service records and updated internal systems to ensure job information, client requirements and status updates remained accurate.
- Prioritised urgent service requirements and supported the allocation of engineering resources according to operational need and availability.
- Prepared and processed administrative documentation relating to service activities and supported accurate record keeping.
- Worked with regional service managers to plan upcoming work, identify scheduling conflicts and support timely completion of service jobs.
Complaints Officer
Abri Housing Association
07.2023 - 02.2024
- Managed a high-volume caseload of customer complaints, ensuring each case was accurately recorded, investigated and progressed within required timescales.
- Conducted evidence-based investigations by reviewing records, gathering relevant information and liaising with internal teams before determining appropriate resolutions.
- Produced clear and professional written correspondence explaining investigation outcomes, decisions, actions and next steps.
- Maintained complete case files and accurate audit trails to support transparency, accountability and effective complaint management.
- Acted as a point of contact for customers throughout the complaint process, providing timely updates and managing expectations professionally.
- Escalated complex or sensitive matters appropriately and worked collaboratively with colleagues to identify practical resolutions.
- Applied organisational policies and procedures consistently while exercising sound judgement and maintaining confidentiality.
- Identified recurring issues and contributed information that could support service improvement and risk reduction.
Compliance Officer
Medical Locum
01.2023 - 07.2023
- Managed compliance requirements for healthcare professionals, ensuring required credentials and supporting documentation were complete and current.
- Verified professional and identity documentation and maintained accurate compliance records in preparation for internal and external audits.
- Monitored outstanding and expiring documentation, proactively contacting relevant individuals to obtain updated evidence within required timescales.
- Maintained structured document-control processes and accurate electronic records, supporting audit readiness and regulatory compliance.
- Handled confidential personal and professional information in accordance with data-protection requirements and internal procedures.
- Liaised with candidates, healthcare professionals and internal stakeholders to resolve compliance queries and documentation gaps.
- Prioritised multiple compliance cases and deadlines while maintaining high levels of accuracy and attention to detail.
- Supported the wider compliance team with administrative tasks, record reviews and the maintenance of complete personnel files.
Customer Relations Officer
Belron Autoglass
01.2022 - 01.2023
- Managed more than 40 customer complaint and service cases per day, maintaining accurate records and progressing matters efficiently.
- Investigated customer concerns by reviewing case information and coordinating with relevant teams to establish appropriate resolutions.
- Provided professional written and verbal responses, explaining outcomes clearly and maintaining a customer-focused approach.
- Processed appropriate goodwill gestures and administrative adjustments in accordance with company procedures and delegated authority.
- Maintained detailed case notes and used data-management systems to track actions, outcomes and follow-up requirements.
- Managed competing deadlines and high case volumes while maintaining accuracy, professionalism and service quality.
- Escalated complex cases when required and collaborated with internal stakeholders to achieve timely resolutions.
Beauty Consultant / Line Manager
Tom Ford
10.2021 - 01.2022
- Delivered personalised consultations while maintaining premium client-service standards and building strong customer relationships.
- Supported daily and weekly sales objectives through proactive customer engagement and product knowledge.
- Participated in brand and team meetings, communicating operational updates and contributing to service planning.
- Supported point-of-sale responsibilities, transaction processing and associated financial/accounting procedures.
- Assisted with team coordination and day-to-day operational responsibilities during busy trading periods.
Customer Service Advisor
Charles Tyrwhitt
10.2021 - 12.2021
- Managed customer enquiries relating to orders, returns, payments and suspected fraud cases across a high-volume service environment.
- Investigated customer issues and provided accurate, timely resolutions in accordance with company policies and procedures.
- Maintained accurate customer records and documented interactions to support effective follow-up and case management.
- Handled sensitive payment and customer information carefully while maintaining confidentiality and professionalism.
- Promoted customer loyalty by delivering clear communication and a consistently high standard of service.
Hostess / Waitress
DoubleTree by Hilton, Milton Keynes
06.2021 - 10.2021
- Delivered high-quality hospitality and customer service across hotel events, match days, breakfast, lunch and room-service operations.
- Supported VIP guest experiences, responding professionally to requests and helping ensure smooth delivery of events.
- Coordinated with colleagues across departments to manage guest requirements and resolve service issues efficiently.
- Worked effectively in a fast-paced environment while maintaining attention to detail, presentation and customer satisfaction.
Assistant Manager
AAA Brothers
12.2016 - 06.2021
- Supported the management of day-to-day store operations, customer service, staff coordination and administrative activities.
- Managed staff schedules and helped allocate responsibilities to maintain effective operational coverage.
- Supported financial and reporting activities, including transaction-related duties and routine record keeping.
- Resolved customer queries and operational issues while maintaining a professional and service-focused approach.
- Developed strong leadership, organisation and problem-solving skills through responsibility for daily business operations.
Personal Carer
Universal Care Services
02.2020 - 06.2020
- Supported clients with dementia and physical or learning disabilities within their home environment.
- Maintained accurate care records and documented activities in accordance with organisational requirements.
- Administered medication as required and followed established care plans and safeguarding procedures.
- Handled sensitive personal information confidentially and communicated effectively with clients, families and care colleagues.
Education
Bachelor of Arts - Law and Practice
Coventry University
09.2017 - 07.2021
Sixth Form - undefined
The Milton Keynes Academy
09.2015 - 07.2017
Double Applied Science - Distinction Distinction (DD) | ICT: Distinction(D)
The Milton Keynes Academy
GCSEs - undefined
The Milton Keynes Academy
09.2010 - 06.2015
Skills
- Governance & Compliance Transaction Administration Client & Stakeholder Coordination Regulatory Documentation Document Control Records Management Risk Awareness Audit Support Meeting Administration Professional Correspondence Client Service Microsoft Word, Excel & PowerPoint Data Accuracy Confidential Information Handling Time Management Complaint Investigation Problem Solving Prioritisation
References
References available on request.
ADDITIONAL SKILLS
Microsoft Office: Excel, Word and PowerPoint | Tamil | Leadership | Problem Solving | Ethics | Adaptability | Quick Learner
Timeline
Clinical Governance Officer
Community Ambulance
01.2025 - 08.2026
Control & Dispatcher
Community Ambulance
11.2024 - 01.2025
Specialist
Apple
06.2024 - 08.2026
Service Coordinator
Reiser
02.2024 - 06.2024
Complaints Officer
Abri Housing Association
07.2023 - 02.2024
Compliance Officer
Medical Locum
01.2023 - 07.2023
Customer Relations Officer
Belron Autoglass
01.2022 - 01.2023
Beauty Consultant / Line Manager
Tom Ford
10.2021 - 01.2022
Customer Service Advisor
Charles Tyrwhitt
10.2021 - 12.2021
Hostess / Waitress
DoubleTree by Hilton, Milton Keynes
06.2021 - 10.2021
Personal Carer
Universal Care Services
02.2020 - 06.2020
Bachelor of Arts - Law and Practice
Coventry University
09.2017 - 07.2021
Assistant Manager
AAA Brothers
12.2016 - 06.2021
Sixth Form - undefined
The Milton Keynes Academy
09.2015 - 07.2017
GCSEs - undefined
The Milton Keynes Academy
09.2010 - 06.2015
Double Applied Science - Distinction Distinction (DD) | ICT: Distinction(D)
The Milton Keynes Academy