Mohima Bibi

A self-motivated and adaptable professional with proven strengths in customer service, administration, and data analysis. Recognized for clear communication, a positive mindset, and the ability to work both independently and as part of a team. Quick to learn new systems and processes, I excel in fast-paced and changing environments. Currently seeking new opportunities that offer both personal growth and professional development.

Housing Support Officer - Umbrella Housing Associate – Ash Shahada

(2025-01 - 2025-05)

• Provided tailored housing support services to tenants, helping them maintain stable tenancies and navigate housing-related issues.
• Conducted initial assessments and developed support plans for individuals, ensuring their needs were met and linked with appropriate services.
• Supported tenants with applications for housing benefits, rent arrears, and welfare assistance, ensuring accurate documentation and timely submission.
• Delivered advice and information on tenancy rights, responsibilities, and housing options to tenants, empowering them to make informed decisions.
• Managed a caseload of tenants, tracking progress, and maintaining detailed case records in accordance with policies and procedures.
• Ensured compliance with relevant housing legislation, safeguarding protocols, and internal policies to protect both tenants and the organization.

Admin Officer (Hybrid, Agency) - HM Courts & Tribunals Service

(2024-12 - 2025-01)

2-month contract - Overflow Staff

• Ensured courtrooms were properly prepared by organizing and filing essential documents.
• Utilized Microsoft Office applications and internal systems to manage administrative tasks efficiently.
• Prepared, proofread, and finalized court documents, maintaining accuracy and up-to-date records.
• Completed a range of post-hearing administrative duties in a timely and organized manner.
• Applied strong face-to-face customer service skills, interacting with individuals from diverse backgrounds in a respectful and professional manner as a court clerk.

Finance Business Support (Remote) - Animal and Plant Health Agency (APHA)

(2022-01 - 2023-07)

• Monitored and reported on financial transactions to support business analysis and decision-making.
• Raised requisitions and maintained effective communication with suppliers to ensure smooth procurement processes.
• Ensured payment accuracy and timely processing in accordance with financial protocols.
• Provided administrative support, including spreadsheet management and data entry tasks.

PPI Complaints Executive (Telephone Support) - GE Money – Target Group

(2019-11 - 2020-09)

• Volunteered to support the telephone team during peak periods to help improve service levels (SLAs), drawing on prior call-handling experience.
• Acted as the first point of contact for customers via inbound calls and email, providing efficient, empathetic support for PPI-related enquiries and complaints.
• Handled sensitive complaint calls daily with professionalism, remaining calm and customer-focused under pressure.
• Received, reviewed, and validated complaint correspondence (letters/emails) to ensure they met the necessary criteria for investigation.
• Conducted thorough searches to verify correct customer and account information.
• Requested and confirmed valid identification or Letters of Authority for third-party representatives before proceeding.
• Performed quality checks on accounts to ensure standards were met, offering feedback and mentoring as needed.

Complaints Administrator (Categorisation & Acknowledgement) - GE Money – Target Group

(2019-03 - 2019-11)

• Reviewed complaint correspondence via email and post to verify validity and ensure alignment with PPI or BAU complaint criteria.
• Conducted accurate customer and account searches to confirm identity and complaint relevance.
• Requested and verified ID or valid Letters of Authority for third-party complaints, ensuring legal compliance before proceeding.
• Prepared and issued acknowledgment letters with attention to accuracy and data protection to avoid breaches.
• Trained and mentored new starters on how to accurately categorise high volumes of incoming correspondence—over 10,000 items daily.
• Performed quality assurance checks on categorisation tasks and provided constructive feedback to colleagues.
• Consistently met and exceeded daily productivity targets while supporting departmental training and workflow efficiency.

Customer Service Advisor - BBC TV Licensing - Target Group

(2018-06 - 2019-03)

• Handled a high volume of customer inquiries, ensuring resolution by guiding customers through their journey and providing effective solutions.
• Maintained data accuracy and ensured the validity of breach reporting, addressing any risk queries as the first point of contact.
• On boarded customers to the Simple Payment Plan, ensuring accurate application setup and smooth transition.
• Communicated crucial information phonetically to ensure compliance with GDPR regulations, adhering strictly to script.
• Collaborated with management to train and guide new team members on system usage and proper application setup processes.

Customer Service Advisor - Argos (Home Retail Group)

(2016-11 - 2018-06)

• Greeted customers promptly and responded to inquiries, seizing opportunities to maximize sales and improve customer satisfaction.
• Organized and displayed new stock in the correct locations, maintaining a neat and visually appealing store environment.
• Assisted customers on the shop floor by walking the queue, offering support and promoting alternative payment options (e.g., Self Service Kiosk).
• Collaborated with management to support and guide new staff, ensuring the delivery of exceptional customer service.
• Managed store opening and closing procedures, ensuring accurate money handling and maintaining a secure environment.
• Assigned roles to employees based on store needs to optimize performance and enhance customer experience.

NVQ Level 1 - Business Administration - Cardiff and Vale College (2014-09 - 2015-06)

Level 1 - Welsh Baccalaureate - Cardiff and Vale College (2014-09 - 2015-06)

Level 1 - Customer Service Skills - Cardiff and Vale College (2014-09 - 2015-06)

Level 1 - Agored Communication - Cardiff and Vale College (2014-09 - 2015-06)

Level 1 - Agored Application of Numbers - Cardiff and Vale College (2014-09 - 2015-06)

NVQ Level 1 - Childcare (Caring for Children QCF) - ITEC Training Solution, Cardiff (2013-10 - 2014-04)

Essential Skills Wales Level 1 - Communication, ICT, Application of Numbers - ITEC Training Solution, Cardiff (2013-10 - 2014-04)

Key Skills Level 1 - Working with Others - ITEC Training Solution, Cardiff (2013-10 - 2014-04)