Ahdam Rana
Bradford
Summary
A diligent and compassionate Helpdesk administrator with a hospitality background. Proficient in organising and multitasking high volumes of work while maintaining the standards set by the company. Decision First. Having shown great skill in processing a substantial amount of work varying from applications to emails, which was kept within SLA times, leading to praise from senior management and to be put forward for a Trainer role, while unsuccessful, continued to provide exemplary service towards the team and outstanding service to querying customers.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Helpdesk Administrator
Decision First
Leeds, West Yorkshire
05.2022 - 05.2025
- Assist customers with troubleshooting for improved user experience by telephone, email or messages via company's website.
- Liaised with IT department to escalate complicated issues, ensuring quick resolution times.
- Review applications for solicitors to join lender panels for their conveyancing matters.
- Ensure application queues are kept within SLA's and maximum wait times to review applications are less than 7 working days.
- Responding to messages and emails promptly while maintaining professionalism.
- Provided with opportunity to be promoted to Trainer. While unsuccessful, continued to offer support to colleagues with their queries.
Crew Trainer
McDonald's Corporation
Bradford, West Yorkshire
01.2020 - 05.2022
- Greeted customers warmly and provided friendly service to customers.
- Reinforced hygiene and food safety procedures enforced by company.
- Complete customer orders concisely, so it takes less than 100 seconds to complete one order
- Worked flexible hours, covering nights, weekends and bank holidays.
- Completed numerous tasks despite facing issues of staff retention and fast-paced environment, which was not left unnoticed by senior managers who praised ability to adapt during these times and deliver on results despite short deadlines
- Promoted from Crew Member to Crew Trainer due to strong work ethic, and assisted in training new crew members while providing constructive criticism for them to improve.
Education
Bachelor of Arts - Film and Television Studies
Leeds Trinity University
Leeds 09.2016 - 06.2019
A-Levels -
Beckfoot Academy
09.2014 - 06.2016
GCSE's - English and Maths - (A*-C)
Beckfoot Academy
09.2013 - 06.2014
Skills
- Problem solving
- Motivated team player
- Telephone Skills
- Adaptability
- Helpdesk
- Hospitality
- Handling difficult customers
- Multi-Tasking
- Time management
- Patience and composure
- Email communication efficiency
Affiliations
- Films and TV
- Video Games
- Books
- Theatre
- Walking
- Anime and Manga
Timeline
Helpdesk Administrator
Decision First
05.2022 - 05.2025
Crew Trainer
McDonald's Corporation
01.2020 - 05.2022
Bachelor of Arts - Film and Television Studies
Leeds Trinity University
09.2016 - 06.2019
A-Levels -
Beckfoot Academy
09.2014 - 06.2016
GCSE's - English and Maths - (A*-C)
Beckfoot Academy
09.2013 - 06.2014
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