Laila Khalid

Regulated-frontline customer operations specialist. Twenty-two months on a call-recorded financial-services frontline at BNP Paribas, Belfast, handling customer queries to regulator-grade standards, with native Urdu and South-Asian cultural fluency across UK and Pakistani service contexts. Customer-operations professional targeting a customer-operations or client-services role where regulated-environment discipline and bilingual delivery add direct value.

Customer Service Professional at BNP Paribas Belfast (2023-10 – 2025-08) Selected through a multi-stage compliance suitability assessment for a regulated, call-recorded financial-services frontline; retained twenty-two months resolving customer queries at first contact.

• Resolved inbound customer and partner queries per day at first point of contact, rising to 100+ during peak periods, covering account queries, transaction disputes and escalation routing, while sustaining first-contact resolution in the 90% range.
• Held quality-monitoring / QA scores consistently above 90% across 22 months of call-recorded interactions assessed against conduct and documentation standards.
• Trained on FCA Consumer Duty, GDPR / Data Protection and vulnerable-customer handling; documented every interaction to regulator-grade standards.
• Sustained customer satisfaction of 8–9/10 while adapting written and verbal register for technical, emotional and complaint-driven contacts.
• Applied escalation judgement within strict compliance boundaries using Genesys, Tallyman and ServiceNow, resolving the majority of customer issues without referral.

Assistant Restaurant

Manager at Santry food services UK Limited (2022-11 – 2023-10) • Designed and delivered a structured staff-training programme covering product knowledge, service standards and operational procedures, improving onboarding speed and team consistency.

• Led and mentored a team of 10–12, providing individual feedback and performance support.
• Owned the full inventory cycle, cash control and daily reconciliation, including open / close and end-of-day reporting.
• Acted on customer feedback to improve food quality, service consistency and delivery standards.
• Personally onboarded and trained 4 new team members, improving consistency in customer service and operational standards. Team Member at KFC Belfast (2022-04 – 2022-11) Delivered fast, accurate customer service in a high-volume quick-service environment serving approximately 200–400 customers per shift while completing postgraduate study, maintaining food-safety and operational standards through peak periods.

Business Development

Associate at Plantastic Events & PR (2019-09 – 2021-06) • Owned client briefs from research to proposal, coordinating creative, production and logistics teams to deliver events and PR campaigns.

• Served as liaison between client accounts and delivery teams, managing expectations through the project lifecycle and sustaining ongoing client relationships.
• Supported business development through client outreach and pipeline tracking, contributing to new client mandates.

MSc in International Events Management – University of Ulster (2022 – 2023)

Level 7 Diploma in Tourism & Hospitality Management – London School of Business and Research (2021 – 2021)

Graduate Diploma in Hospitality Management & Tourism – College of Tourism and Hotel Management (2017 – 2019)

A Levels – Beaconhouse School System (2014 – 2017)

Matriculation (Secondary Certificate) – Beaconhouse School System (2012 – 2014)