Open to opportunities

Catarina Alves

@catarinaalves

Message

I manage complex public-sector cases, appeals, and compliance decisions with evidence-based accuracy.

Portugal

Message

What I'm looking for

I'm looking to apply my case management, compliance, decision-making, and stakeholder skills in a high-volume, regulated environment where I can improve service delivery and support fair outcomes.

At the Department for Work and Pensions, I manage complex cases, mandatory reconsiderations, appeals, and stakeholder issues while applying Civil Service guidelines and maintaining accurate, compliant records.

I've also managed high-volume debt portfolios at SP Energy Networks and HM Revenue & Customs, negotiating sustainable repayment arrangements, resolving billing disputes, and supporting vulnerable customers. My earlier Ryanair experience strengthened my ability to lead teams, enforce safety procedures, and stay calm during high-pressure escalations.

Experience

Work history, roles, and key accomplishments

Current

Case Management Specialist

Current

UK Government - Department for Work and Pensions

Apr 2024 - Present (2 years 4 months)

Assisted in the development and implementation of policies aimed at improving public sector efficiency. Monitored compliance with departmental procedures, analysed complex case information, and conducted Mandatory Reconsiderations and appeals for the Tribunal Service.

Case Management Data Analysis Compliance Decision making Report Writing Stakeholder Engagement Critical Thinking Customer Service

Client Relations Specialist

Iberdrola - SP Energy Networks

Jul 2023 - Apr 2024 (9 months)

Managed a high-volume portfolio of commercial and residential accounts, implementing strategic recovery plans to secure outstanding balances. Delivered exceptional customer service by resolving complex billing disputes and supporting vulnerable customers.

CRM Systems Microsoft Office Adobe Acrobat SharePoint Salesforce Customer Service Debt Management

Client Services Specialist

UK Government - HM Revenue & Customs

Aug 2022 - Jul 2023 (11 months)

Secured critical revenue for the Exchequer by managing a high-volume portfolio of outstanding liabilities in compliance with statutory legislation. Executed targeted recovery campaigns and negotiated structured Time to Pay arrangements.

Debt Management Risk Assessment Negotiation Customer Service Compliance

Flight Attendant Supervisor

Ryanair

Aug 2021 - May 2022 (9 months)

Supervised daily cabin operations, managing multi-disciplinary flight attendant teams across international networks. Enforced strict regulatory compliance and conducted crew performance evaluations.

Team Leadership Regulatory Compliance Performance Evaluation Customer Service Conflict Resolution Safety Procedures

Junior Flight Attendant

Ryanair

Feb 2016 - Aug 2021 (5 years 6 months)

Maintained safety vigilance and delivered premium inflight hospitality. Resolved passenger conflicts diplomatically and executed emergency procedures decisively.

Customer Service Safety Procedures Conflict Resolution First aid Sales