Sami Javed

Results-driven Project Support Analyst with strong expertise in project coordination, SLA management, workflow optimisation, and cross-functional stakeholder communication. Experienced in managing complex queries, technical software platforms, vendor relations, and financial reporting across commercial facilities and financial services environments. Possesses a sharp analytical mindset, excellent task prioritization, and a proven track record of maintaining governance standards while driving operational efficiency.

Project Support Analyst - CBRE GWS - Toronto Square, Leeds, UK

(2024-03)

• Project & SLA Governance: Serve as the lead coordinator for reactive and planned workstreams, logging, delegating, and tracking high-volume work orders within SI systems to ensure strict SLA compliance.
• Financial & Quote Management: Oversee Web Quote lifecycles, liaising with client commercial teams to validate, process, and fast-track additional works and project variation claims.
• Vendor & Subcontractor Delivery: Coordinate subcontractor operations, scheduling preventative maintenance visits and managing supplier relationships to drive seamless on-site delivery.
• Stakeholder Communication & Reporting: Act as central point of contact for key internal and external stakeholders, providing transparent status updates and post-delivery satisfaction tracking.
• Contractual & Commercial Support: Assist with core Contract Support functions, including timesheet verification, expense logging, purchase order (PO) generation, and monthly KPI reporting.
• Process Improvement: Continuously evaluate workstream bottlenecks and operational changes to implement efficiency enhancements across helpdesk and project workflows.

Customer Solutions & Project Support Representative - Santander UK - United Kingdom

(2023-04 - 2023-12)

• Case & Claims Resolution: Handled complex exception cases and claims escalated by third-party suppliers, applying analytical problem-solving within regulatory frameworks.
• Multi-Channel Project Delivery: Facilitated accurate transaction processing and document management across high-volume written, digital, and telephony communication channels.
• Process Optimization: Identified operational friction points and recommended continuous improvement measures to enhance service quality and minimize operational costs.
• Stakeholder & Customer Relations: Delivered high-touch resolution strategies for customer queries, consistently exceeding satisfaction metrics and quality standards.

Retail & Customer Operations Assistant - Iceland / The Food Warehouse

(2022-12 - 2023-04)

• Delivered high-quality customer service, resolving customer queries efficiently under high-volume retail conditions.
• Managed stock availability and product quality checks to maintain high store operational standards.

Customer Service & Sales Advisor - JD Sports

(2022-10 - 2022-12)

• Drove store sales targets by leveraging digital in-store devices and cross-selling product lines.
• Deputised for team members across various departments to maintain optimal service levels during peak operational periods.

Event Operations & Safety Advisor (Leeds United FC) - Gough & Kelly

(2021-09 - 2021-12)

• Supported stadium matchday safety operations in compliance with General Safety Certificate regulations.
• Monitored crowd dynamics and coordinated emergency transfer protocols with Police and Match Commanders.