Shahab Munir

A highly organised and customer-focused administrator with experience supporting healthcare assessment services through the Health Assessment Advisory Service (HAAS), delivered by Ingeus on behalf of the Department for Work and Pensions (DWP). Experienced in coordinating appointments, managing patient and customer enquiries, maintaining electronic case records, administering referrals, managing diaries, and handling confidential information in accordance with GDPR and organisational policies. Skilled in working across multiple healthcare systems, including Medical Services Referral System (MSRS), Document Repository System (DRS), Citrix Workspace, and Microsoft Office.

Demonstrates excellent organisational, communication, and problem-solving skills with the ability to prioritise competing workloads while delivering a high standard of customer service. Holds a BSc in Software Engineering and is seeking to apply transferable administrative and coordination skills within the NHS as a Waiting List Coordinator, Workforce Information Assistant, Patient Access Coordinator, Booking Coordinator, Administrator or other Band 3–4 administrative role.

Customer Service Representative - Ingeus – Health Assessment Advisory Service (HAAS) - London

(2026-06)

• Coordinate health assessment appointments by booking, amending, rescheduling and cancelling appointments while ensuring efficient service delivery and a positive customer experience.
• Manage a high volume of inbound and outbound telephone calls, providing professional support and resolving appointment-related enquiries.
• Maintain accurate electronic records across multiple healthcare systems, ensuring data quality, completeness and compliance with organisational policies using the Medical Services Referral System (MSRS), Document Repository System (DRS) and other internal systems.
• Handle confidential personal and medical information in accordance with GDPR, data protection legislation and organisational policies.
• Liaise with Healthcare Professionals (HCPs), assessment centres and customers to coordinate appointments and ensure smooth service delivery.
• Prioritise urgent and time-sensitive cases while managing competing workloads to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Provide administrative support by maintaining accurate records, updating databases, processing case information and ensuring data integrity.
• Produce accurate administrative documentation and maintain electronic information systems to support operational performance.
• Use Microsoft Office, Citrix Workspace and multiple digital systems to maintain data accuracy and efficient workflow.
• Resolve customer concerns professionally, demonstrating empathy, active listening and excellent communication skills.
• Work collaboratively with multidisciplinary teams to deliver a high-quality, customer-focused service.

Customer Service Representative - Design Spot - Faisalabad, Pakistan

(2022-03 - 2025-07)

• Managed daily office operations, ensuring efficient administrative processes, accurate record keeping and effective customer support.
• Coordinated staff schedules, meetings and business correspondence.
• Maintained electronic and paper filing systems while ensuring confidentiality and data accuracy.
• Managed customer enquiries, administrative processes, internal coordination and day-to-day office operations.
• Liaised with customers, suppliers and internal teams to resolve operational queries and maintain effective communication.
• Prepared reports, business documentation and administrative records using Microsoft Office applications.

Bachelor of Science (BSc) - Software Engineering - COMSATS University Islamabad (2015 - 2019)