Khadija Jefang

Results driven in previous fast-paced and emotionally demanding Customer Service Advisory role and complimented by previously owning a small marketplace business from the comfort of my home. Proven track record of time management and meeting set targets and delivering exceptional customer service and meeting customer needs. Skilled in computer systems, including Excel, PowerPoint, Word, Teams and Outlook.

Experienced in scanning, order fulfilment, receiving and inventory management and quality checks. Physically fit with knowledge of safe lifting techniques. I bring a professional approach to all aspect of my role and a strong focus on dedication, reliability and hardworking.

10/06/2024 – 30/04/2025 Customer Service Advisor. Blue Arrow Agency - (Contracted for Capita PLC)

• Monitored compliance with moving traffic flow in the Newly opened Silver Tunnelling Underground Construction (TUC) and issued Penalty Charge Notices (PCN) to moving vehicles that used the tunnels on each trip.
•  Viewed and monitored the progress safety system fitment requirements for Heavy Goods Vehicles (LGV) travelling within the London Borough of Low and Ultra Low Emission Zone for the safety of the vulnerable road users.
• Responded to email queries from Heavy Goods Vehicle operators including fleet operators regarding permit upgrades, operator removal, setting up discount and auto pay account system, modified contact details, approved and upgraded permits, rejected and revoked permits and communicated clear rejection reasons via email. 
• Processed Grace Period applications for operators unable to meet the progress safety equipment deadline date issued by Transport for London.

Reason for leaving: - I was laid off due to a company budge restructure.

15/01/2024 – 22/06/2024 Volunteer- Age UK Charity Shop, CV5 6EG

• Sorted out stock, met and greeted customers with a friendly and approachable attitude.
• Assisted customers in finding desired items and provided excellent customer services.
• Helped maintain a clean and organised shop floor to attract customers.
• Helped with pricing, tagging the labelling stock and processed sales transactions.

Reason for leaving: - I needed to develop my skills and a paid job.

01/01/2018 – 30.11.2023 Self Employed (Sole Trader) - Webstore

• Photographed, listed, processed and dispatched orders within the agreed time frame.
• Responded to customer enquiries, complaints, and issued refunds.
• Promoted listings, maintained repeat customers with a positive experience and feedback. 
•  Maintained budgeting, business growth, managed the sourcing and stock inventory system, marketed my products and balanced my business accounting system.

Reason for leaving: - The business wasn’t returning viable income.

01/05/2012 – 13.11.2017 Full-Time In-House Personal Carer to my elderly mum

• I prioritised and ensured that her safety, companionship and overall well-being were met. I provided support through monitoring her physical, emotional, self-belonging and including assistance with personal hygiene, meals, medication administration.

Reason for leaving: - Sadly, mum passed away

01/04/2004 – 30/03/2012 Team Leader, Capita Business Services, B24 9FF

• I provided leadership and direction for my team through supervision and drove productivity and efficiency.
• I handled escalated calls including difficulty customer queries to maintain first-class customer service standards were met.
• I resolved employee resolution issues and collaborated with other departments to optimise the company procedures.
• I led performance appraisals, monitored calls and tailored employee feedback to facilitate employee professional development.

Reason for leaving: - Took a career break to take care of my children and my elderly mum.

EDUCATION QUALIFICATIONS: -

09/1995 – 06/1999 Aston University, Aston Triangle, Birmingham, B4 7ET

• BSc Combined Honours Degree (2.2) in Business Administration & Public Policy Management