Jamila Azad

Results-driven graduate with First-Class Honours in Journalism, Media and Sociology, offering proven experience across high-volume customer service, reception, and administrative environments. Demonstrated ability to manage complex scheduling, handle 90+ daily customer interactions, and improve client satisfaction through effective problem resolution. Commercially aware with a track record of increasing retail sales by 25% and reducing repeat enquiries through clear, proactive communication.

Digitally skilled with experience in CRM systems, data management, and audience engagement at scale (50M+ content views). Recognised for professionalism, efficiency, and the ability to thrive in fast-paced, target-driven settings.

Receptionist - Madame Wax - Cardiff

(2023-08 - 2024-05)

• Managed front-of-house operations, coordinating 200+ weekly appointments using Phorest CRM, ensuring optimal booking efficiency and minimal scheduling conflicts.
• Delivered consistent, high-quality customer service across phone, email, and in-person interactions, contributing to strong client retention.
• Increased retail revenue by 25% through targeted product recommendations and effective upselling techniques.
• Resolved customer complaints professionally, improving client satisfaction and supporting enhanced online review ratings.
• Maintained accurate client records, processed payments via POS systems, and ensured compliance with data management standards.
• Supported daily administrative functions, including inbox management, scheduling, and database maintenance.

Call Centre Agent - Cardiff University - Cardiff

(2024-07 - 2024-09)

• Managed 50–90 inbound calls per shift, consistently meeting and exceeding service level agreements (SLAs).
• Achieved a 90% first-contact resolution rate, minimising escalation and enhancing customer experience.
• Input and maintained 70+ daily records within CRM and Excel systems with high accuracy.
• Reduced repeat enquiries by 15% through clear communication, proactive follow-up, and issue ownership.
• Handled sensitive and complex enquiries with professionalism, demonstrating strong problem-solving and resilience.

Student Mentor (Reaching Wider Programme) - Cardiff University - Cardiff

(2023-09 - 2024-07)

• Delivered educational workshops to 300+ students, driving engagement and improving participation outcomes.
• Collaborated within a team of five to plan, coordinate, and execute outreach sessions.
• Built strong communication and stakeholder engagement skills through interaction with schools and diverse audiences.

Content Creator (Independent Project) - Self-employed - Remote

(2024-12)

• Built and scaled a digital platform achieving 50+ million views and 1.4 million likes, demonstrating advanced audience engagement strategies.
• Planned, produced, and scheduled content, managing end-to-end digital workflows.
• Supported small business promotion, contributing to brand awareness and customer acquisition.
• Analysed content performance metrics to optimise engagement and growth.

Volunteer – Youth Engagement Support - Harrow Mosque - UK

(2025-01)

• Delivered structured activities for young people aged 7–16, ensuring a safe and inclusive environment.
• Organised events to increase participation and strengthen community engagement.

BA - Journalism, Media and Sociology - Cardiff University (2022-10 - 2025-06)

Level 2 Award - Support Work in Schools and Colleges (With Safeguarding & Child Protection) - NCFE CACHE (2026-01 - 2026-07)