Nyla Amari

CIPD Level 3 qualified and Level 5 aspirant professional with proven expertise in onboarding and offboarding support, HR administration, advisory, and customer support. Practical exposure to HR onboarding, payroll, advisory, right-to-work checks, reference management, and HR systems such as sage, cascade, workday, aligned to the CIPD Professional Map. Capability in HR operations support, employee relations support, and stakeholder engagement, with ability to manage HR processes, systems, and confidential data and maintain professional conduct.

Strong customer-facing background with excellent verbal and written communication, rapport-building, and conflict resolution skills in fast-paced environments.

Administrative Officer - HMRC – Adecco – Serco

(2025-04-13)

As an Administrative Officer at HMRC, I specialize in delivering efficient, accurate, and compliant administrative support within a fast-paced, high-stakes environment. With a keen eye for detail and strong organisational skills, I ensure smooth operational processes, accurate record-keeping, and timely communication across teams and stakeholders. I take pride in supporting HMRC's mission to serve the public, streamline processes, and maintain integrity in all administrative functions.

Experienced in handling sensitive information, managing complex workloads, and implementing process improvements, I thrive on turning challenges into efficient solutions that enhance team productivity and service delivery. I am passionate about continuous learning and developing systems that make administration smarter, faster, and more effective—ensuring that the backbone of HMRC operations runs seamlessly.

Temp Customer Care Specialist - Teleperformance - Remote

(2025-04 - 2025-05)

• Facilitated over 40 daily patient COVID-19 vaccine bookings to ensure eligibility compliance.
• Streamlined communication and collaboration within 15-member remote team using Microsoft Teams and multiple CRM platforms.
• Provided expert guidance on vaccine eligibility in a high-volume, fast-paced environment. Maintained patient confidentiality whilst working from a remote setting.

Volunteer HR Onboarding Assistant - Quilombo - Remote

(2024-09 - 2025-04)

• Ensured smooth candidate journeys and addressed inquiries to enhance onboarding experience.
• Interviewed and evaluated candidates against structured matrix to support fair, merit-based selection and uphold equal opportunity principles.
• Completed right to work checks as well as chasing documents and ensuring share codes were up to date
• Advised the training team on new starters.

Sales Advisor - Capita - Remote

(2024-01 - 2024-03)

• Exceeded KPIs and achieved monthly bonuses, supporting the EE Pay As You Go campaign through effective query resolution, accurate account updates, and targeted revenue generation.
• Increased customer conversion to pay-monthly plans, establishing trust quickly, and positioning product value and service benefits over price to drive informed purchasing decisions.
• Maintained customer retention despite eligibility barriers, navigating sensitive credit-related discussions, and proposing alternative Pay As You Go solutions aligned with individual usage needs.
• Handled difficult and emotive conversations through empathy.

EE Upgrades & Retentions Campaign - Webhelp Sheffield - Remote

(2021-10 - 2022-06)

• Lead team of 20 new starters during the academy training phase to ensure system proficiency, boost performance, and achieve retention KPIs.
• Closed 80% of cases within 48 hours by resolving customer complaints and conducting investigations.
• Delivered daily briefings and trained systems processes to increase team efficiency.
• Involved in disciplinary as well as call morning and coaching.

CIPD Level 5 - Associate Diploma in People Management (2026)

CIPD Foundation Level - Level 3 (2025)

GCSEs - The Bemrose School (2017)