Saima Ali

Experienced in managing a caseload of clients who have suffered from Domestic Violence, offering one to one support, and liaising with external agencies when appropriate. In liaison with teaching staff, plan, prepare and deliver the support needed, developing strategies to achieve positive outcomes. Experienced in complaint handling within financial services, with strong attention to detail and broad customer service experience.

Excellent numeracy, Excel skills, and attention to detail with ability to meet deadlines. Extremely professional, well-presented and motivated with a strong work ethic.

Support Worker - Forward Trust

(2024-09)

• Completing comprehensive assessments and managing risks in conjunction with probation
• Creating a collaborative action plan
• Delivering structured one to one and group work sessions in accordance with any relevant manuals
• Maintaining accurate record keeping throughout
• Review ongoing support by liaising closely with other agencies, namely probation services
• Meet required KPI's to corresponding deadlines

Pensions Administration Officer - SS&C

(2024-01 - 2024-09)

• Perform various administration tasks e.g., handling of new entrants, leavers, retirements, transfers and deaths
• Update relevant pensions administration databases and systems
• Running automated calculations and performing manual benefit calculations
• Develop a knowledge of clients and their associated schemes
• Logging and scanning of correspondence
• Project work as directed by Team Leader or Manager
• Compliance with ISO and AAF accreditations
• Liaison with Client, Scheme Actuary, Consultants, Providers, Pension Payroll Members and third parties

Coach/Contractor - Lenvi- Homes England

(2023-07 - 2023-12)

Coaching as a contractor via Hazell Car recruitment agency. Contributing to the strategic and operational development and planning of the service centre.

• Leading, developing, motivating, and inspiring teams and individuals to maximise performance
• Taking responsibility for the identification and performance management of individuals under performance, within the appropriate timescales
• Developing and maintaining relationships across Lenvi that support the delivery of business KPI
• Supporting departmental KPI's & SLA
• Being responsible for the communication and delivery of individual productivity and performance objectives
• Recommending and implementing changes to improve service quality and process efficiency through CI and Lean technology
• General administrative duties to support the team and project accordingly
• Follow company processes and procedures relating to Data Protection
• Always adhere to Financial Services Authority guidelines

Support Worker - Barnardo's

(2021-11 - 2023-06)

• Support families with complex needs to make positive changes and reach their full potential
• Work in line with Barnardo's policies and procedures to safeguard children
• Build positive relationships with families and complete direct work in homes, schools and community spaces
• Recording accurate and information in a timely manner
• Work with multiple professionals to create and follow plans and assessments to meet the needs of children, young people and their families
• Run group sessions for children, young people and their families
• Take part in team activities and projects
• Work flexibly to meet the needs of the service

Customer Service Officer - Newport City Council

(2021-04 - 2021-10)

Responsible to the Team Leader. Responding to enquiries from the public on a wide range of Council Services. Aimed to fully answer queries over the phone and in person initiating services for the customer in a friendly, helpful manner. Identified any shortfalls in information provision to fully respond to public enquiries.

Domestic Abuse Support Worker - Next Link

(2020-12 - 2021-04)

• Assess the risk a client is in and deliver a service appropriate to the level of risk, offering a premium service to those at high risk
• Work within a multi agency setting to ensure all agencies do their part and co-ordinate their work to keep people safe
• Focus on and prioritise high risk cases and provide a pro active, short to medium term crisis intervention service through individual safety planning and personal support
• Identify and assess the risks and needs of domestic abuse victims using an evidence-based risk identification checklist
• Work with high-risk victims of domestic abuse to help them access services to keep them and their children safe
• Attend Multi agency meetings as required
• Manage a case load ensuring each client receives the appropriate service individual to their needs
• Pro active with Line Manager by carrying out case reviews every two weeks
• Providing advocacy, emotional and practical support and information to victims including in relation to legal options, housing, health, and finance
• Supporting the empowerment of the client and assist them in recognizing domestic abuse and to help them regain control of their lives

PPI Complaint Handler / Financial Assistance Officer - Huntswood Recruitment

(2019-10 - 2020-12)

Worked with Lloyds until May 2020 as a PPI complaint handler. Responsible for dealing with PPI Complaints where I had to research, investigate and provide an outcome for the PPI of the customer. Currently contracting with Barclays and working in the Barclays Financial Assistance department.

• Used telephone and written communication to an outstanding level
• Gained experience using Excel spreadsheets and excellent IT skills
• Serving Customer's needs whilst ensuring compliance is met and adhered to
• Managing expectations of clients and providing a bespoke service to ensure that all customer needs are satisfied
• Providing feedback to colleagues and peers to ensure that Barclays operated in the most efficient manner
• Ensuring that all personal performance indicators are exceeded, ensuring that the service provided is right for the clients and Barclays
• Dealing with high call volumes both inbound and outbound
• Dealing with Vulnerable customers and following the Texas model on each call
• Dealing with customers who have been impacted with Covid19
• Helping customers with Coronavirus situation in helping them with their loan payments and giving them overdraft support
• Set up affordable payment plans for customers who are struggling to pay their loan back
• Completing Income and expenditures on all calls when a customer is in need to set up a low contractual monthly payment for their Barclays loan
• Using various systems day to day to complete each case
• Working from home and completed many modules with Barclays to provide the best customer service

PPI Complaints Handler - Target Group Newport

(2018-07 - 2019-10)

Working as a PPI Complaints Handler for GE money. Responsible for dealing with Data Subject Access requests sent by Claim companies and customers.

• Researching and providing all relevant information required for the customer to be able to get the PPI refunded
• Using Excel spreadsheets and Word to produce letters for the information requested
• Using FCA website and various PPI Tools to find PPI

BA - English Language

BA - Child Psychology

Beauty Therapy with Etiquette - Beauty Therapy with Etiquette Training School

GCSEs

BTEC Advanced - Business Studies and IT

Diploma - Investment and Finance - Level 3