Victoria Yates
Caerphilly
Summary
Operations and administration professional with over 10 years of experience in legal and business sectors. Demonstrated ability to enhance operational processes, manage teams, and implement system improvements, whilst providing high-quality support to internal and external stakeholders. Skilled in departmental management, workflow optimisation, project coordination, and staff training.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work history
CMS Support Analyst
Howells Solicitors
Cardiff
2024.10 - Current
- Provided first and second line system support for internal users, resolving system errors and functional queries.
- Configured and customised CMS system features, including workflows, fields, and user permissions.
- Liaised with third-party vendors to implement system improvements and resolve technical issues.
- Conducted system testing and quality assurance for upgrades and new features.
- Delivered user training and onboarding for new staff.
- Produced documentation, system reports, and support metrics to monitor system performance.
- Supported IT projects, including system migrations, upgrades, and integrations.
Conveyancing Operations Manager
Howells Solicitors
Cardiff
2022.11 - 2024.10
- Supported daily operations within new business conveyancing department to maintain efficiency and cost effectiveness.
- Assisted with recruitment, onboarding, training, and development of team members.
- Facilitated new processes and workflow improvements to boost departmental productivity.
- Collected operational statistics and financial data for senior management.
- Communicated operational objectives to the management board.
- Liaised with all departments, including senior management, across multiple office branches to ensure seamless communication and coordination.
- Assisted in managing conveyancing projects while ensuring regulatory compliance.
Head of New Business
Howells Solicitors
Cardiff
2015.02 - 2022.11
- Managed the new business department with focus on client onboarding and administration processes.
- Ensured high standards of client service and compliance to enhance overall client satisfaction while meeting expected SLAs.
- Supported senior partner by acting as main point of contact for internal and external stakeholders.
- Executed comprehensive initial conveyancing processes, encompassing anti-money laundering checks, preparation of legal contracts, and accurate payment processing.
- Identified and resolved financial and administrative discrepancies.
- Collaborated with IT teams to enhance case management systems and workflows.
Education
NVQ Level 4 - Business Administration
ACT Training
Cardiff 2018.05 - 2020.02
A-Levels -
Coleg Glan Hafren
Cardiff 2008.09 - 2011.06
GCSEs -
Whitchurch High School
Cardiff 2002.09 - 2008.06
Skills
Operations & Administration
- Operations & Office Management
- Team Leadership & Staff Development
- Process Improvement & Workflow Optimisation
- Project Coordination
- Stakeholder & Client Liaison
- Business Administration
- Reporting & Performance Analysis
- Documentation & Compliance
- Training & Onboarding
- Problem Solving & Decision Making
- Legal & Conveyancing Administration
Systems & Software
- Microsoft Office
- Case Management Systems (CMS)
- Project Management Software
References
References available upon request.
Timeline
CMS Support Analyst
Howells Solicitors
2024.10 - Current
Conveyancing Operations Manager
Howells Solicitors
2022.11 - 2024.10
NVQ Level 4 - Business Administration
ACT Training
2018.05 - 2020.02
Head of New Business
Howells Solicitors
2015.02 - 2022.11
A-Levels -
Coleg Glan Hafren
2008.09 - 2011.06
GCSEs -
Whitchurch High School
2002.09 - 2008.06