Rukiyya Shah

Friendly, proactive customer support specialist with a track record of delivering warm, personable service across phone, email and in-person channels. Skilled at spotting and resolving problems before they escalate, staying calm and empathetic with frustrated customers, and picking up new systems and processes quickly. Comfortable working independently and as part of a team, with strong attention to detail and a genuine enjoyment of turning a stressful interaction into a positive one.

Experienced in collaborating across teams to get to the root of an issue and keep things moving for the customer.

Probate Case Manager - Co-op Legal Services

(2025-01)

• Managed a high volume of client enquiries while prioritising urgent requests and maintaining excellent customer service
• Communicated with clients, banks, insurers and third parties by phone and email to resolve issues quickly and efficiently
• Provided clear updates throughout the customer journey, handling sensitive queries with empathy and professionalism
• Maintained accurate case records while meeting compliance and service standards
• Balanced competing priorities and consistently met strict deadlines

Client Services Executive - Real Estate Residential - JMW Solicitors

(2023-01 - 2025-01)

• Managed a high volume of inbound and outbound calls and emails, delivering prompt and professional customer support
• Resolved client enquiries efficiently while ensuring an excellent customer experience
• Produced accurate quotations and converted enquiries into instructions through clear communication and attention to detail
• Worked closely with internal teams to ensure a smooth onboarding process and timely resolution of customer requests

New Business Team support - Birchall Blackburn Law

(2022-01 - 2023-01)

Reason for leaving – Redundancy

• Managed new business files within strict service level agreements (SLAs), ensuring deadlines were consistently met and records remained accurate.
• Handled a high volume of inbound calls, voicemails and customer enquiries, providing clear, professional support and progressing matters efficiently.
• Produced and amended client quotations, ensuring information was accurate and tailored to individual requirements.
• Maintained accurate customer records and updated case management systems to support smooth onboarding and efficient workflows.
• Liaised confidently with clients, solicitors and estate agents to resolve queries, coordinate information and keep matters progressing.
• Worked proactively to identify and resolve issues that could delay client onboarding, ensuring a positive customer experience

Cashier - Gordon Riggs Garden Centre

(2018-01 - 2022-01)

• Delivered friendly, high-quality customer service to over 100 customers per shift in a fast-paced retail environment.
• Assisted customers with product enquiries, purchases and resolving issues, ensuring every interaction was handled professionally and efficiently.
• Processed cash and card transactions accurately while maintaining excellent attention to detail during busy trading periods.
• Handled telephone enquiries and provided knowledgeable support to help customers find suitable products.
• Trained and supported new team members, helping them develop confidence and maintain high customer service standards.
• Worked collaboratively with colleagues to ensure the shop floor remained organised and customers received prompt, efficient service

LLB (Hons) - Law - Manchester Metropolitan University (2020-01 - 2023-01)

A-Levels - Rochdale Sixth Form College (2018-01 - 2020-01)

GCSE - Falinge Park High School (2015-01 - 2018-01)