Aliya Waqas

Customer Service Professional with extensive experience in contact Centre environments, providing high-quality support to a wide range of customers. Skilled in empathetic communication, problem-solving, and managing complex queries with professionalism and accuracy. Confident in navigating multiple IT systems simultaneously and maintaining composure under pressure. Self-motivated, adaptable, and committed to exceeding customer expectations while representing organisations with integrity.

Customer Service and Sales Representative - Domestic & General

(2025-11)

• Act as a trusted point of contact for customers, managing a high volume of inbound and outbound queries regarding appliance insurance and protection plans.
• Deliver empathetic and highly personalized support, expertly navigating complex policy terms to resolve customer issues effectively.
• Drive business growth and retention by identifying customer needs and matching them with relevant insurance products and warranty solutions.
• Maintain absolute data accuracy and compliance with industry regulations while working fluidly across multiple internal CRM systems.

Contact Centre Associate - Currys and Vodafone (Concentrix)

(2024-10 - 2025-11)

• Serve as the first point of contact, delivering clear and empathetic support on insurance-related queries.
• Manage inbound and outbound calls for claims, policy renewals, and complaints.
• Accurately log customer data and process requests in accordance with company standards.
• Collaborate with internal teams to ensure prompt issue resolution.
• Maintain professionalism and efficiency within a high-volume contact centre environment.

Real Time Analyst - TikTok (Concentrix/Webhelp)

(2023-01 - 2024-10)

• Monitored service levels and call distribution to ensure optimal team performance.
• Produced shift analysis and scheduling reports to improve workforce efficiency.
• Supported operational flow and issue resolution in a fast-paced, dynamic environment.
• Enhanced analytical, organisational, and problem-solving abilities.

Content Moderator - TikTok (Webhelp)

(2022-04 - 2023-01)

• Reviewed and evaluated user content for compliance with platform policies.
• Ensured user safety and content integrity through consistent and impartial moderation.
• Developed strong attention to detail, discretion, and resilience while handling sensitive material.

Owner / Baker & Decorator - Self-Employed

(2014)

• Managed a small baking business, handling customer orders, marketing, and financial operations.
• Built strong communication, time management, and customer service skills.

Full-Time Parent & Freelance Blogger - Self-Employed

(2005 - 2014)

• Authored blogs on nutrition and lifestyle for online platforms such as Mumsnet.
• Strengthened research, writing, and digital marketing skills using Canva and Adobe.

Intern – Nutritionist - Punjab University, Lahore - Lahore

(2005-06 - 2005-08)

• Conducted dietary assessments and delivered educational workshops on nutrition and wellbeing.
• Developed strong interpersonal and counselling skills.

Level 2 - Creating a Business Startup - TQUK (2025-05)

Level 2 Certificate - Digital Marketing - TQUK (2024-04)

Level 3 - Food Safety and Hygiene - TQUK (2022-03)

M.Sc.

• Home Economics (Food & Nutrition) - Punjab University, Pakistan (2003 - 2005)

B.Sc.

• Home Economics (Dietetics & Statistics) - Punjab University, Pakistan (2002)