AMNNA NAWAZ
Manchester
Summary
Dynamic and adaptable professional with a strong foundation in communication, team leadership, and problem-solving. Proficient in utilising tools such as Slack, MS Teams, Notion, and Microsoft Office to enhance productivity and collaboration. Demonstrates resilience and initiative in high-pressure environments while maintaining attention to detail. Committed to addressing customer needs with empathy and efficiency, aiming to leverage these skills towards impactful contributions in future roles.
Overview
5
5
years of professional experience
Work history
PAYE Opeations Customer Advisor
HM Revenue and Customs
Manchester, Lancashire
2026.01 - Current
- Stayed updated on company policies, enabling accurate information dissemination to customers.
- Achieved higher customer retention through consistent follow-ups and updates.
- Collaborated closely with colleagues to resolve complex customer issues swiftly.
- Enhanced customer satisfaction by promptly addressing queries and concerns.
- Managed large volumes of incoming calls for efficient customer service operations.
- Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
- Maintained up-to-date product and service knowledge by attending regular training opportunities.
- Offered prompt solutions to maintain customer satisfaction.
- Conducted thorough research to optimise client's tax position.
- Ensured compliance with HMRC regulations through meticulous record keeping.
Operational Advisor
Bupa Private Healthcare
2024.12 - 2025.06
- In my role as an Operational Advisor, I managed client communications through a dedicated mailbox, supporting existing Bupa customers through smooth transitions to either third-party providers or Optima. Key responsibilities included:
- Mailbox Management: Handled high volumes of client emails with accuracy and professionalism, meeting service-level agreements and ensuring prompt, efficient responses.
- Customer Liaison: Served as the main point of contact for customers navigating healthcare plan changes, delivering empathetic and informed support.
- Transfer Coordination: Oversaw the seamless transition of policies to Optima or third-party providers by coordinating between internal departments, external partners, and clients.
- Process Compliance: Ensured all communications and documentation complied with regulatory standards and internal policies, maintaining high levels of data protection and audit readiness.
- Problem Solving: Addressed and resolved transfer-related issues, minimising service disruption and maintaining customer satisfaction.
- Cross-Team Collaboration: Partnered with other departments to streamline operational workflows and enhance the overall customer journey.
- Customer Education: Equipped clients with the knowledge and guidance needed to make confident, informed decisions about their healthcare options.
Recoveries Agent
Monzo Bank Ltd
2024.02 - 2024.09
- In my role as a Recoveries Agent, I managed email communications for closed accounts, assisting customers with outstanding debts on lending products at Monzo. Key responsibilities included:
- Customer Support: Delivered tailored solutions to customers facing repayment challenges, including personalised repayment plans, ensuring a positive customer experience.
- Financial Assessment: Evaluated customer budgets to identify effective repayment strategies, providing clear and transparent guidance throughout the process.
Financial Health and Support Customer Advisor
RBS Alba
2023.06 - 2024.02
- As a Financial Health and Support Advisor, I provided critical assistance to customers facing financial challenges, with a focus on current and personal loan accounts. My key responsibilities included:
- Collections Management: Developed and implemented effective collections strategies for overdue accounts, offering respectful and empathetic support. Crafted realistic repayment plans that empowered customers to address their debts with confidence.
- Tailored Customer Support: Created personalised solutions to meet customers' specific financial needs.
- Vulnerable Customer Care: Conducted detailed income and expenditure assessments to support vulnerable customers with compassion.
- Affordability Assessments: Ensured customers could maintain financial commitments without compromising well-being.
- Empowerment & Education: Provided resources to help customers make informed financial decisions.
- Referral Coordination: Connected customers to independent money services and maintained follow-ups.
- Crisis Management: Assisted customers in crisis with urgent action plans for immediate and long-term solutions.
- Customer Guidance: Acted as the first point of contact, helping customers regain financial control.
Customer Service Advisor
Barclays
2022.08 - 2023.06
- As a Customer Advisor, I handled daily inquiries from existing and new customers, ensuring exceptional service across various account types. Key responsibilities included:
- Account Management: Assisted with customer accounts, including loans and overdrafts, providing tailored solutions.
- Customer Contact: Managed inbound calls, resolving queries efficiently and seamlessly transferring when necessary.
- Follow-Up Support: Conducted outbound calls to ensure queries were resolved and provided additional support.
- Problem-Solving: Quickly resolved customer issues in a fast-paced environment, maintaining high service standards.
- Empathetic Communication: Built trust through active listening and empathetic responses to customer needs.
- Conflict Resolution: De-escalated complaints and delivered timely solutions to boost satisfaction.
- Attention to Detail: Maintained accuracy in account handling, ensuring compliance with policies.
- Team Collaboration: Partnered with colleagues to address complex issues and improve the customer experience.
Admissions Officer
BPP Education Group
2022.01 - 2022.06
- At BPP Education Group, a private university dedicated to career-focused education, I played a key role in guiding prospective students through the admissions process. My responsibilities included:
- Outbound Engagement: Conducted targeted outreach to prospective students, qualifying their interest and facilitating smooth transitions to appropriate departments.
- First Point of Contact: Managed inbound inquiries, providing detailed information about programs, admission requirements and financial aid options while ensuring seamless handovers to specialised teams.
- Needs Assessment: Assessed individual interests and career goals to align prospective students with suitable programs, tailoring guidance to their specific aspirations.
- Admissions Expertise: Maintained up-to-date knowledge of application timelines, eligibility criteria and program details to offer accurate, timely assistance.
- Student Support: Connected applicants with financial aid advisors and academic counsellors, enhancing their understanding of available resources.
- Empathetic Communication: Built rapport through active listening and empathy, ensuring prospective students felt supported throughout their application journey.
Call Representative
The General Medical Council (GMC)
2021.09 - 2022.01
- As a Call Representative for the General Medical Council, I played a crucial role in supporting the regulation of doctors in the UK, ensuring patient safety and facilitating medical practice. My responsibilities included:
- Inquiry Management: Assisted doctors with a wide range of queries related to registration, licensing and compliance, providing precise and timely information.
- Cross-Department Collaboration: Coordinated with teams such as the application department and the Medical Practitioners Tribunal Service (MPTS) to resolve complex cases efficiently.
- Regulatory Expertise: Gained in-depth knowledge of GMC policies, enabling me to guide callers on registration requirements and procedural matters.
- Quality Assurance: Consistently adhered to high service standards, ensuring accuracy and compliance in all interactions.
- Adaptability: Quickly adapted to changing regulations and processes through continuous training, ensuring the delivery of current and relevant information.
- Proactive Problem-Solving: Identified opportunities for process improvement to enhance the caller experience and streamline internal workflows.
Education
BA (Hons) - Early Years and Childhood Studies
Manchester Metropolitan University
Manchester, UK 1 2018 - 1 2021
Skills
- Ability to use Slack / MS Teams / Notion
- Strong communication and persuasiveness
- Using initiative and remaining resilient
- Being able to adapt and thrive under pressure
- Ability to use Microsoft Office (Word & Excel)
- Ability to manage time efficiently
- Team leadership and building
- Attention to detail and proactive problem solving
- Ability to address and resolve issues constructively
- Ability to read and respond to customers' emotions
REFERENCES
Available on request
OUTSIDE OF WORK ACHIEVEMENTS
- Content Creator
- TikTok Platform: @cookingwithmum
- Created engaging cooking content, achieving over 1.1 million views within a year, with individual posts reaching 285K views.
- Developed skills in digital marketing, audience engagement and content strategy through consistent content production.
- Skilled in using TikTok Creator Insights to identify trending topics and create high-engagement content.
Timeline
PAYE Opeations Customer Advisor
HM Revenue and Customs
2026.01 - Current
Operational Advisor
Bupa Private Healthcare
2024.12 - 2025.06
Recoveries Agent
Monzo Bank Ltd
2024.02 - 2024.09
Financial Health and Support Customer Advisor
RBS Alba
2023.06 - 2024.02
Customer Service Advisor
Barclays
2022.08 - 2023.06
Admissions Officer
BPP Education Group
2022.01 - 2022.06
Call Representative
The General Medical Council (GMC)
2021.09 - 2022.01
BA (Hons) - Early Years and Childhood Studies
Manchester Metropolitan University
1 2018 - 1 2021