Zeinab Aboukar

I am a self-motivated individual who consistently exceeds organisational goals and maximises bottom-line result. I am a very enthusiastic Business Management graduate with five years plus customer service experience, I have a strong work ethic, able to work well under pressure, outstanding interpersonal skills also the ability coach and assist team associates in order to provide first class service. I expertise in managing customer relationships, resolving complicated issues and ensuring compliance with the policies and procedures.

Adept at utilizing Microsoft Office, CRM, CSAT systems to optimize workflow and improve operational efficiency. I can communicate concisely and articulate with customers and colleagues at all levels. I am always willing to learn and adhere to new skills mandated to enhance my worth to an employer.

Private family carer

(2021-01 - 2026-12)

• Provided care and support to a family member who needed significant health needs.
• Administered and managed medication accordingly.
• Liaised with healthcare professionals to ensure continuity care and appropriate support.
• Provided emotional support, reassurance and companionship to promote wellbeing.
• Organised appointments, maintained records and coordinated day to day care arrangements.
• Demonstrated strong organisational, communication, problem solving, and time management skills while balancing multiple responsibilities.

Community Response volunteer

(2020-01 - 2020-03)

Helping vulnerable people within the community who were self-isolating through the coronavirus outbreak, while protecting the NHS. The role had included collecting medicines and other essentials they may need and delivering the supplies to their home.

Quality Analyst - Asurion

(2015-10 - 2021-12)

• Monitor CSR performance across all contact centres to measure the quality of Customer Experience delivered through each of the Customer touch-points, primarily through call listening and side-by-side listening
• Ensure all calls are compliant with the regulatory standards established in the business and identify opportunities for improvement of processes, policies and agent behaviour
• Interface closely with Quality and Care Management and other cross-functional areas to help determine quality needs and provide recommendations on continual process improvement
• Calibrate the treatment of complaints handling with the Complaints Manager and Quality Assurance team to ensure compliance with FCA regulations
• Input data pertinent to quality measurement database systems for capturing, analysing, and providing timely and accurate reporting on call centre performance.

Deputy Team Leader, inbound call center - Asurion

(2014-01 - 2015-12)

• Monitoring service levels to make sure company meets its objectives.
• Deputy Team Leader to a team of 12 individuals. Managing their performance i.e. Stats, attendance, performance issues, coaching, 121's, KPI's and providing feedback when necessary to make certain that they develop new skills in order to exceed targets.
• Identifying areas of concern and elaborating in ways to develop improvements, inputting action plans together.
• Handling escalations, complaints, and dealing with queries and questions from customers.
• Call monitoring when required and feedback including making sure the information provided is correct and quality standards are all met i.e. speed, service and efficiency.
• Training and development to improve performance

Inbound phone insurance claim handler - Asurion

(2013-01 - 2014-12)

Three/Tesco/Virgin

• Delivered exceptional services in an inbound call centre, took over 70+ calls per day
• Demonstrated knowledge of the terms and conditions of the policies and proficiently processed insurance claims from Virgin, Tesco and Three mobile customers, either approving or denying.
• Ensured adherence FCA regulations, proper managed appeals and complaints from customers with denied claims.
• Maintained files on policy holders and claim histories, prepared weekly agent stats and point of sale issues excel reports.
• proficiently handles customer escalations, executed administrative tasks, assessed claim forms and processed customer documents accordingly.

Supervisor - Beauty Base

(2009-01 - 2011-01)

• Making sure enough stock is available
• To provide world class service in order to bring in new customers and retaining existing customers.
• Dealing with all queries and complaints in an appropriate and respectful manner.
• Training all new staff members
• Processing and refunding payments
• Interacting effectively with a team of 15 to ensure all targets are met.

Bachelor's Degree - Business Management - University of Westminster (2010-01 - 2013-12)

Business GNVQ Foundation - Business - Heston Community School Sixth Form (2007-01 - 2010-12)

Business GNVQ Intermediate - Business - Heston Community School Sixth Form (2007-01 - 2010-12)

Business National Diploma - Business - Heston Community School Sixth Form (2007-01 - 2010-12)

GCSE - Heston Community School (2002-01 - 2008-12)