Shareen Khan

With over 24 years' experience in customer service, technical support, and complaint handling within BT/EE, I am an emotionally aware, organised, and people-focused professional. I am known for my clear communication, ability to stay calm under pressure, and handling sensitive situations with professionalism and accuracy. I am confident using multiple systems and consistently deliver high standards of performance.

I am now seeking a role where my long-term experience, technical expertise, and reliability can add real value.

Customer & Technical Support Advisor - BT / EE

(2001-01 - 2026-01)

I provide expert support to customers with broadband, landline, and technical faults, using a structured approach to diagnose issues and deliver effective solutions. I manage a wide range of billing enquiries, ensuring accuracy while clearly explaining information to customers in a way they understand. I support both residential and business customers with account queries, service changes, and home-move arrangements, ensuring a smooth and efficient process.

I communicate with customers who may be frustrated or distressed, using empathy, patience, and strong listening skills to de-escalate situations and achieve positive outcomes. I maintain accurate customer records and consistently follow data protection and confidentiality guidelines. I work independently in a fast-paced environment, managing my workload effectively while consistently meeting performance and quality targets.

• Consistently meet and often exceed performance and quality targets, demonstrating reliability and a strong work ethic over my 24-year career.
• Managed a high and varied workload while consistently exceeding performance targets; achieved an average first contact resolution rate of 70.2% against a business target of 62% over the past three months.
• Delivered efficient handling times while maintaining quality and customer focus, balancing productivity with excellent service delivery.
• Built strong working relationships with colleagues and team leaders, contributing to a supportive and collaborative team environment.
• Continuously developed communication and interpersonal skills, including completing a Level 2 Teaching Assistant qualification and progressing a Level 2 Counselling course.

Level 2 - Teaching Assistant

Level 2 - Counselling