Hifsa

Highly organised and customer-focused professional with hands-on experience supporting office operations, customer service, reception, and high-volume contact centre environments. Well-versed in resolving complex enquiries, maintaining accurate records, coordinating administrative tasks, and delivering professional support while consistently meeting performance targets. Recognised for strong communication, attention to detail, adaptability, and ability to build positive relationships, with proven commitment to ensuring efficient daily business operations.

Ready to support organisational success through proactive and dependable approach.

Customer Service Guide / Call Centre Agent - British Telecommunications (BT) & EE - Blackburn, England

(2023-11)

Handle high volumes of inbound and outbound customer interactions while maintaining excellent service standards and customer satisfaction. Support vulnerable and bereaved customers with sensitivity while ensuring compliance with company procedures and service standards. Maintain accurate customer records and account updates while ensuring GDPR compliance and data integrity.

• Consistently achieved individual and team KPIs by delivering high-quality customer service and resolving enquiries efficiently.
• Resolved complex billing, technical, account, and service issues independently while reducing need for escalations.
• Built strong customer relationships through professional communication, empathy, and a customer-focused approach.
• Completed cross-training across multiple departments while increasing versatility and supporting operational requirements.
• Adapted quickly to evolving systems, processes, and business priorities while maintaining productivity and service quality.
• Demonstrated excellent problem-solving and multitasking skills in fast-paced contact centre environment while consistently meeting performance expectations.

Retail Sales Assistant - Dunelm - Blackburn, England

(2023-09 - 2023-11)

Delivered quality face-to-face customer service and assisted customers with product enquiries, purchases, refunds, and exchanges. Processed made-to-measure curtain and furniture orders accurately.

Prepared

Click & Collect and online orders efficiently while contributing to timely order fulfilment. Operated tills accurately and processed cash/card transactions while maintaining excellent attention to detail. Supported stock replenishment and manual handling activities in line with health and safety procedures.

• Enhanced customer shopping experience by maintaining well-stocked, organised, and visually appealing shop floor displays.
• Assisted with onboarding and training of new team members while helping them adapt quickly to store procedures.
• Contributed to collaborative team environment, handled priorities, and maintained productivity during busy trading periods.

Customer Service Supervisor - Wilko - Blackburn, England

(2021-12 - 2023-09)

Delivered exceptional customer service, resolved customer enquiries, and ensured an efficient checkout experience. Oversaw shop floor operations, supported colleagues, and maintained high standards of customer service and store presentation. Managed cash handling responsibilities, including balancing tills and completing daily cash office procedures with accuracy. Assisted with opening and closing procedures, ensuring compliance with company policies and operational standards.

• Promoted to a supervisory role in recognition of strong performance, reliability, and leadership capabilities.
• Trained and mentored new team members, helping them develop product knowledge, operational skills, and confidence.
• Met operational targets and delivered positive customer experience by collaborating with management and colleagues.
• Demonstrated strong decision-making and problem-solving skills while maintaining productivity and service quality during peak trading periods.

Office Administrator / Receptionist - The Mall Blackburn - Blackburn, England

(2021-05 - 2021-12)

Provided professional front-of-house support, welcomed visitors, and created positive first impression for organisation. Maintained accurate digital and paper filing systems while ensuring efficient document management and easy record retrieval. Managed email correspondence and internal enquiries while delivering timely and professional administrative support.

Supported day-to-day office operations by preparing meeting rooms, replenishing office supplies, and assisting with general administrative tasks.

• Contributed to smooth running of office operations by assisting colleagues across departments with administrative requests.
• Promoted professional working environment by ensuring office displays, posters, and shared facilities were well maintained.
• Demonstrated strong organisational and multitasking skills while balancing reception duties with wider administrative tasks.

BA (Hons) - Accounting & Finance - University Centre Blackburn

BTEC Level 3 Extended Diploma - Business (Accounting) (QCF) - Blackburn College

GCSEs - Witton Park Academy