Neha Shoaib

I am a highly motivated graduate with a proven ability to lead by example, consistently hit targets, improve best practices, and organize time efficiently. I have been congratulated by higher management for my ability to provide simple resolutions to complex problems using an out-of-the-box thinking methodology. In my experience handling customer interactions, I have dealt with sensitive conversations, including medical cases and emergency situations, ensuring that I provide clear, calm, and reassuring direction on the next steps.

My ability to remain composed under pressure allows me to offer practical solutions while demonstrating empathy and professionalism. I believe in the value of hard work and dedication, prioritizing efficiency without compromising accuracy—an essential skill in high-pressure environments. My strengths are complemented by my willingness to learn and my ability to quickly understand and apply new information.

I am best described as a “go-getter” who persistently follows up until a problem is fully resolved. I bring to this role first-rate communication skills, both oral and written, along with a strong commitment to quality and precision. With excellent organizational skills, an outstanding work ethic, and the ability to work effectively in both team-oriented and self-directed environments, I am confident in my ability to exceed expectations in a fast-paced, customer-focused role.

HMRC Campaign (Customer Service Advisor) at Hinduja Global Solutions (HGS) (2026-02 – Present)

• Handle inbound calls from customers regarding tax and personal account queries
• Provide accurate information in line with HM Revenue and Customs guidelines and policies
• Verify customer identity and manage sensitive personal data in compliance with GDPR
• Resolve customer issues efficiently, escalating complex cases when necessary
• Maintain detailed and accurate records of all interactions using internal systems
• Support vulnerable customers with empathy and professionalism
• Meet performance targets including call handling time, quality scores, and customer satisfaction
• Navigate multiple systems while communicating clearly with customers
• Adapt quickly to policy updates and procedural changes

DALS (2024-07 – Present)

• Provides accurate and clear interpretation services between parties speaking different languages via telephone, including 999 emergency and medical calls.
• Maintain strict confidentiality and showing empathy when handling sensitive information, especially in high-stress or emergency situations.
• Interpret complex and urgent information during emergency calls, ensuring clarity and prompt communication.
• Manages medical terminology and sensitive health-related discussions with precision and empathy.
• Requests clarification when necessary to ensure precise understanding and accurate interpretation of conversations.
• Acts as a neutral mediator, translating information impartially and without bias.
• Adheres to established protocols and procedures to maintain consistency and high-quality service in all interactions.
• Efficiently manages call flow, facilitating smooth communication and understanding between all parties involved.
• Documents and reports any issues or challenges encountered during interpretations, particularly in high-pressure situations.
• Stay current with industry terminology, language trends, and emergency response procedures to enhance translation accuracy.
• Demonstrates professionalism and composure, especially in urgent or emotionally charged scenarios.
• Working on a one team approach which allows for sharing knowledge and best practices, to provide the best customer service.

AM-Classics (2023-11 – 2024-07)

• Investigating fees discrepancies and working with relevant internal and external departments to fix any errors.
• Cultivating relationships with both long-term and new customers, demonstrating proficiency in multitasking, maintaining composure under pressure, and operating effectively in a fast-paced environment.
• Addressing complex and escalated customer service issues promptly on a first-call resolution basis, ensuring equal treatment of all customers and fostering a positive customer journey.
• Developing teamwork skills through regular communication with management, overseeing recent activities, managing compensation processes, and addressing general queries.
• Providing customer service through email and phone support, utilizing various communication methods to assist customers.
• Offering support to customers without providing advice, presenting all available options to enable informed decision-making, being an expert within the coin industry.
• Showing empathy towards customers who are unable to make immediate payment.

Saylani Clinic (2022-02 – 2023-11)

• Meeting with a patient to discuss clinical history and suggest a treatment plan.
• Completing a wide range of dental procedures, such as tooth extraction, root canals and cavity fillings.
• Setting follow-up appointments for patients who have undergone delicate dental procedures.
• Providing customer service phone calls to support clinically urgent patients. Using all communication methods to support customers.
• Focusing on customer needs and requirements and suggesting the best clinical solution
• Liaising with colleagues to deal with escalated and urgent cases.
• Delegating work within a large team to ensure fair, fast, and accurate customer treatment.
• Liaise with internal and external clients to positively enhance the customer experience.
• Confidently build and maintain supportive relationships with doctors, operations colleagues, and clients.
• To support and be empathetic towards vulnerable customers.
• Suggest and provide treatment plans depending on the patient's requirement, such as sealants, whitening, root canals, fillings and more.

English Academic Exam – IELTS (2023 – 2023)

Creative Writing; Graphic Design – Digiskills Training Program (2021 – 2021)

Bachelor of Dental Surgery – Jinnah Medical & Dental College (University of Karachi) (2014 – 2018)

Higher Secondary school certification equivalent to A-level – Aga Khan Higher Secondary School (2012 – 2013)

Secondary school certification equivalent to GCSE – Habib Girl School (2010 – 2011)