Amna Khan

Experienced customer service and operations professional with a strong background in insurance claims, collections, financial services, housing support, and vulnerable customer care. Proven leadership experience managing team workloads, supporting colleague onboarding and training, and handling complex escalated cases within fast-paced environments. Skilled in customer support, complaint resolution, payment negotiations, and cross-functional coordination while maintaining compliance with FCA regulations and GDPR standards.

Recognised for strong communication, empathy, problem-solving abilities, and delivering high-quality customer outcomes. A reliable and adaptable team player with the ability to lead by example and build positive working relationships across all levels.

Team Leader – Insurance Claims Support - Social Bear

(2024-11)

• Lead and support a team managing emergency housing and insurance claim cases for policyholders affected by property incidents and crises.
• Coordinate daily operations to ensure customers receive timely accommodation and appropriate support services.
• Provide onboarding, training, and ongoing support to new team members, helping maintain high service standards and team performance.
• Handle complex and escalated customer cases, delivering effective resolutions in fast-paced and high-pressure environments.
• Liaise with insurance companies, housing officers, healthcare professionals, social services, and third-party providers to coordinate customer support.
• Monitor shared inboxes, prioritise urgent cases, and allocate workloads across the team efficiently.
• Support vulnerable customers with empathy and professionalism while ensuring excellent customer outcomes.
• Maintain accurate records and ensure compliance with company procedures, data protection standards, and service level agreements.
• Contribute to operational improvements and support the achievement of team KPIs and customer satisfaction targets.

Collections Customer Advisor - Yorkshire Water - FTC – Hybrid

(2024-08 - 2024-11)

• Contacted customers via phone, SMS, email, and letters to discuss outstanding arrears and repayment solutions.
• Negotiated affordable payment arrangements based on customers' financial circumstances.
• Supported vulnerable customers and signposted debt advice services including Citizens Advice and Step Change.
• Maintained compliance with FCA regulations and GDPR guidelines.
• Delivered excellent customer service while managing high-volume workloads and achieving performance targets.

Collections Advisor - NatWest / Deloitte - WFH

(2024-03 - 2024-12)

• Managed inbound and outbound customer communications regarding debt recovery and payment arrangements.
• Negotiated repayment plans and maximised early collections to reduce debt recovery timelines.
• Supported customers experiencing financial difficulties with empathy and professionalism.
• Resolved complex collection cases by liaising with debt collection agencies and local courts.
• Maintained accurate financial records and ensured compliance with FCA guidelines and company procedures.
• Consistently achieved collection and performance targets through strong negotiation and communication skills.

Collections Advisor - E.ON - WFH

(2023-11 - 2024-02)

• Handled high volumes of inbound and outbound customer calls and emails.
• Negotiated, implemented, and monitored repayment plans for customers experiencing financial hardship.
• Supported vulnerable customers using the TEXAS vulnerability framework.
• Completed income and expenditure assessments and signposted customers to external support services.
• Assisted billing and metering teams with customer queries and invoicing support.
• Ensured full compliance with FCA regulations, GDPR, and company procedures.

Property & Technical Support Consultant - InfoTrack - Leeds (Hybrid)

(2023-05 - 2023-11)

• Provided technical and customer support to enterprise clients and solicitors.
• Assisted users with identity verification software and property transaction systems.
• Troubleshoot technical issues and deliver tailored solutions to resolve customer queries.
• Managed complex client cases while maintaining high levels of service and professionalism.

Call Centre Operator - Insolvency Service - Temporary

(2023-03 - 2023-04)

• Supported vulnerable customers experiencing financial hardship or bereavement.
• Used the TEXAS model to identify vulnerabilities and signpost customers to relevant support services.
• Assisted with complaint handling and vulnerability reporting processes.
• Delivered high-quality customer service while achieving KPI and call quality targets.
• Negotiated suitable repayment plans based on customer financial circumstances.

Online & Social Customer Service Advisor - Morrisons Head Office - Bradford

(2022-11 - 2023-01)

• Responded to customer queries via phone, email, and social media platforms.
• Delivered personalised customer service while handling high call volumes.
• Processed sales orders and resolved customer complaints effectively.
• Maintained departmental KPIs and service standards.

Collections Agent - NewDay - Leeds (Hybrid)

(2022-07 - 2022-11)

• Managed inbound and outbound collections calls regarding customer arrears.
• Set up repayment plans and completed income and expenditure assessments.
• Handled vulnerable customer cases using the TEXAS framework.
• Processed payments and responded to customer and third-party correspondence.
• Ensured compliance with FCA regulations, GDPR, and company procedures.
• Achieved individual and team performance targets consistently.

Customer Service Advisor - Sainsbury's / Webhelp - WFH

(2020-11 - 2022-05)

• Delivered excellent customer support in a fast-paced contact centre environment.
• Managed high volumes of customer calls, complaints, and queries.
• Supported social media customer engagement and content responses.
• Maintained strong product knowledge and delivered accurate information to customers.
• Achieved and maintained all key performance indicators.

Nursing Assistant - NHS – Bradford Royal Infirmary

(2019-12 - 2020-09)

• Supported nurses and healthcare professionals in delivering patient care.
• Prepared treatment rooms and maintained clinical stock levels.
• Assisted patients during clinics and carried out routine patient support duties.
• Recorded and communicated treatment room messages accurately.
• Maintained patient confidentiality and adhered to NHS procedures.

NVQ Level 2 Health & Social Care Apprenticeship - Health & Social Care - Babcock Training / Springfield Care Home (2017 - 2019)

GCSEs - Tong High School, Bradford