Salma Hawa

Employment Verification Specialist - Argus Verify

(2025-06)

Manage employment reference requests and verify work histories in line with compliance and data protection standards.
Liaise with employers, agencies, landlords, and internal stakeholders to ensure accurate and timely completion of employment checks.
Maintain secure, up-to-date records and track all correspondence using CRM and HR systems.
Handle confidential information with professionalism, ensuring GDPR compliance.

NHS Customer Service Responder - Royal Voluntary Service

(2020-04 - 2022-05)

Delivered essential remote support on behalf of the NHS, assisting vulnerable individuals with queries and guidance during the COVID-19 pandemic.
Accurately input and updated personal data using internal database systems while ensuring confidentiality and GDPR compliance.
Handled high volumes of inbound calls with empathy and professionalism, resolving issues and escalating concerns where necessary

Customer Service Advisor - Roots Pharmacy

(2015-03 - 2020-03)

Received customer orders for specials and acknowledged receipt.
Liaised with customers and kept them informed of the progress of their orders.
Processed patient nominations and accessed medical history.
Followed up with customers to ensure their technical issues are resolved.
Spent time out of the queue to create new ways to excite and engage with customers of Roots Pharmacy.
Ensured new patients are contacted a week after delivery to confirm ongoing ordering pattern.
Maximised the number of existing customers who continued to use our service by identifying customers who do not use our service regularly.
New patient leads were generated and followed through to achieve targets.
Data entry on various systems and answered customers' queries by email, phone, and live chat.
Referred problems or queries to the pharmacy teams.
Followed SOPs and the pharmacy policy and procedure, to always ensure patient safety and confidentiality.
Incoming calls/F2F/email queries from patients, regarding orders, quotations, and general queries.
Performed administrative duties including re-ordering of medicines and stock checking.

Customer Support Advisor (DWP/ Review & Planning Team) - Capita

(2012-09 - 2015-01)

Helped in company promotion, and informed customers about services that could be beneficial to Capita.
Dealt with escalation for customer issues and determined to find the right solution for a customer's needs, liaised with the customer to resolve the situation.
Operated according to Customer Support SLAs and ensured that KPIs and targets were met.
Provided support and comprehensive product/service information to customers; assisted customers in making purchasing decisions.
Diagnosed a suitable payment program for the customer also, informed customers of benefit payments.
Made notes on the internal database to reflect correspondence in within an accurate and timely manner, with high-quality notetaking.
Excelled and demonstrated persuasive leadership.
Superior attention to detail led to being relied heavily upon to prepare complex legal documents.

Complaints Advisor - Birmingham City Council

(2010-01 - 2012-06)

Provided support to Birmingham City Council for troubleshooting customer-returned products.
Logged complaints accurately by BCC service standards.
Managed timelines for complaints investigation to ensure that reporting is performed on time and complaints are addressed promptly.
Identified applicable corrective and preventative actions to facilitate complaints closure.
Self-motivated and proactive in time management, in a fast-paced but dynamic environment.
Maintained the professional image of the company and provided effective/excellent service to all customers, so that a positive first and lasting impression was made.
provided a professional feedback service to colleagues involved in complaint cases to create a culture of continuous improvement within the company.
Proven experience in handling regulated complaints, as well as regulatory awareness.
Internal and external stakeholder engagement experience to enable the successful resolution of complaints.

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