Loredana Da Silva Carvalho

Oversee digital content and delivery operations to ensure timely and accurate delivery of digital products and services. Monitor KPIs, maintain dashboards and reports, and support stakeholders with data-driven operational improvements.

Support operations for the Experience Design team, including managing design tools and access, providing IT/software support, and coordinating team communications and events. Analyse Pulse results and support the leadership team with tool purchasing, vendor setup, and cross-functional coordination.

Use the tribunal member feedback system and related software to produce feedback forms and manage returns. Maintain records in Siebel, support quality assurance group activities, and coordinate training events, mail-outs, and related administrative tasks.

Support development and appraisal processes related to MPTS Associates, including handling concerns and contributing to effective communication. Assist with drafting circulars and documents, quality assurance group organisation, and administrative and telephone support for tribunal stakeholders.

Coordinate pre-hearing activities and manage follow-up actions for hearings, including updating core information systems and supporting tribunal processes. Provide support for induction and training, contribute to policy development and business improvement, and support preparation of management information.

Handle information requests under DPA and FOIA with minimal guidance, using agreed guidelines and databases. Maintain team databases in Microsoft Excel, analyse request statistics, support document management activities, and assist with planning for GDPR introduction.

Perform customer due diligence for high-risk and low-risk customers, complying with anti-money laundering legislation. Guide customers through tax declaration forms to support CRS and FATCA compliance and process information using multiple internal systems.

Investigate and resolve customer inquiries, complaints, and comments, determining corrective action for a high-call-volume department. Maintain accurate customer and payment records and process VAT receipts and refunds.

Sort, scan, index, and store documents received daily from DWP sites, ensuring quality checks for correct processing. Perform OCR and produce fully text-searchable archived materials.

Maintain customer relationships and provide support to field staff, while monitoring health and safety areas. Assist with scheduling and budgeting to meet cost, document control, and quality standards, and support the Construction Manager with administrative tasks.

Develop new business by targeting emerging markets, expanding product offerings, and strengthening partnerships with suppliers, customers, and construction specialists. Prepare cost estimates, budgets, and work schedules, and provide legal advice across multiple legal areas including employment, consumer, property, and building safety codes.

Generate new business by networking to find customers and build prospective client lists. Sell insurance policies and develop marketing strategies to compete with other sellers.

Grade: 2:1

Earned an MSc in International Business with Law at the University of Salford, graduating with a 2:1 classification (Jan 2018 to Sep 2019).

Activities and societies: Also included: Innovation manager/functional flexibility certificate; English courses certificate; Web designer certificate.

Completed FLEXINOV program credentials, including a Project Manager Certificate and additional trainings in innovation/functional flexibility, English, and web design (2007 to 2013).

Completed a training/certificate program under the Sectoral Operational Program for Human Resources Development (Prahova, Romania) (Jan 2011 to Jan 2012).

Completed an HR inspector certificate (2010).

Completed a Database processing operator certificate (2010).

Grade: 1st

Completed a BSc (Hons) in Law: Academic Law and Public Management at Spiru Haret University (Bucharest), graduating with a 1st-class classification (Sep 2004 to Jul 2008).

Completed high school studies focused on Physics and Chemistry and obtained a baccalaureate degree (Sep 1995 to Jul 1999).