Community Pastoral Leader
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Versatile and reliable professional with extensive experience in customer service, administration, case handling, and community support roles. Adept at managing enquiries, resolving issues, maintaining records, and effective communication with stakeholders, proven under both regulated and fast-paced environments. Recognised for calm judgment, attention to detail, and solution-focused approaches in sensitive situations.
Strong track record of delivering high-quality service, managing priorities, and maintaining professional relationships.
(2024-08 - 2025-04)
Led pastoral care and emotional support initiatives, providing guidance to individuals and families in community settings. Managed sensitive situations with professionalism, delivering counselling, conflict resolution, and welfare assistance. Initiated community engagement and development activities enhancing wellbeing and inclusion, supporting individuals from diverse backgrounds through adapted communication and approach.
Customer Support & Disputes Resolution Specialist - Global Payments (TSYS Managed Services EMEA)
(2024 - 2025)
Managed over 200 credit card dispute cases monthly from initial investigation through to resolution in line with VISA regulations. Reviewed transaction data and customer records to achieve fair, evidence-based outcomes. Efficiently communicated resolutions via telephone and written correspondence, escalating complex cases when necessary.
Liaised with internal teams, including section 75, representment team, arbitration and pre arbitration team for timely progression, maintaining compliance-ready documentation throughout.
Office & Marketing Administrator - Phoenix Distribution
(2021-10 - 2024-11)
Efficiently handled upwards of 50 customer enquiries daily through telephone and email. Managed office operations encompassing invoicing and record-keeping tasks, in addition to coordinating with suppliers and external partners. Oversaw online sales platforms like Amazon FBA and eBay, resolving customer complaints with precision and maintaining accurate business system data.
Door Supervisor & Customer Service Steward - Showsec
(2019 - 2021)
Delivered customer service and safety support at large-scale events, assisting visitors with enquiries calmly and maintaining safety protocols. Collaborated with emergency services during live events, enhancing communication, conflict management, and interpersonal skills under pressure.
Warehouse Operative - DHL
(2018 - 2019)
Processed customer orders accurately in a dynamic logistics environment, adhering strictly to safety and organisational procedures to maintain high operational efficiency. Contributed effectively to team-based targets and daily operations in a demanding setting. Also according to needs facilitated physically on main floor.
Customer Service & Administration Assistant - Longford Balti Express
(2008 - 2011)
Managed customer interactions, processing bookings and payments efficiently in person and via telephone. Provided administrative support such as data entry and stock control, managing customer issues while upholding service quality standards.
Bachelor of Arts (Equivalent) - Religious Sciences & Theology - Institute of Islamic Education (2011 - 2018)
GCSEs - English, Mathematics - Sidney Stringer Secondary School (2009 - 2011)
Level 2 Team Leading - OFQUAL
Enhanced Searching Course - Internal Response Team (2019 - 2021)
