Anita Basran
leicester,Leicestershire
Summary
A highly adaptable professional with exceptional verbal and written communication skills, proficient in being able to meet deadlines and can multitask. Demonstrates resilience and persistence in fast-paced environments, with a strong ability to plan ahead and prioritise workload effectively. Committed to leveraging these competencies to achieve career goals and contribute to organisational success.
Overview
24
24
years of professional experience
3
3
years of post-secondary education
Work History
Customer experience analyst
Hinckley and Rugby building society
Leicester, Leicestershire
04.2025 - Current
- Developed comprehensive reports to inform decision-making process.
- Managed escalated issues, ensuring high level of client satisfaction achieved.
- Frequently collaborated cross-departmentally to deliver seamless customer experiences.
- Streamlined support processes for improved response times.
- Analysed customer complaints to enhance service delivery.
- Identified areas of improvement through regular survey analysis.
- Improved user experience with meticulous data analysis.
- Worked closely with product development team, influencing product changes positively received by customers.
Coach
1stLegion Gym
Leicester, Leicester
05.2024 - Current
- Improved client fitness levels by designing and implementing personalised training programmes.
- Enhanced customer experience by providing exceptional personal training services.
- Developed unique group exercise classes for increased membership retention.
- Taught a variety of exercise techniques to diversify client workouts.
- Provided 1:1 personal fitness training and regular goal-setting to help clients achieve fitness goals.
Hub operator
Fossecare
Leicester, Leicestershire
12.2024 - 03.2025
- Responded swiftly to emergency situations for minimal disruptions.
- Adhered to company policies, promoted a professional working environment.
- Supported accurate record-keeping with proficient data entry skills.
- Improved customer satisfaction through prompt response to email and phone queries.
- Coordinated office operations by handling phone inquiries, managing correspondence and supervising office cleanliness.
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
Department manager
Next
Leicester, Leicestershire
07.2020 - 05.2024
- Allocated resources, optimising department efficiency.
- Established key performance indicators to monitor progress.
- Streamlined administrative processes, reducing paperwork backlog.
- Organised department tasks for increased productivity.
- Conducted team meetings to improve internal communication.
- Developed department goals aligned with company vision.
- Worked closely with HR team to align recruitment strategies with business objectives.
- Coordinated and implemented interviews for potential hires leading to a more efficient hiring process.
- Handled administrative duties such as updating records and managing correspondence improving overall team efficiency.
- Encouraged innovative thinking in the team, fostered an environment of growth and development.
- Analysed performance metrics, identified areas for improvement in operations management.
Customer service team manager
Next
Leicester, Leicestershire
04.2018 - 07.2020
- Developed comprehensive training materials for new hires, accelerating their on boarding process.
- Coordinated schedules for optimal staffing during peak times.
- Monitored individual performances to identify areas needing improvement, leading to increased efficiency within the team.
- Conducted regular appraisals for staff progression and development opportunities.
- Led weekly training sessions to improve knowledge and skills of the team.
- Handled escalated customer complaints with diplomacy, resulting in satisfied customers.
- Submitted timely reports which provided critical updates on various projects.
Customer service representative
Next
Leicester, Leicestershire
01.2001 - 04.2018
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Assisted customers in making informed decisions by providing detailed product information.
- Facilitated customer enquiries and account related updates
- Performed administrative duties contributing towards smooth contact centre operations.
- Managed high volume of inbound calls for quick resolution of customer issues.
Education
GCSEs - Secondary Education
Carlton Bolling
Bradford 09.1989 - 05.1992
Skills
- Adaptability in fast-paced environments
- Outstanding verbal communication and written
- On boarding knowledge
- Ability plan ahead and priorities work load
- Resilience and persistence
- Able to work on administrative tasks
Accomplishments
Next recognition award on exceptional customer service.
Was recommended for future leaders whilst at Next
Recognised for demonstrating high team performance award
Languages
Punjabi
Upper intermediate
Affiliations
- Thai boxing and fitness. Watching period drama
References
References available upon request.
Timeline
Customer experience analyst
Hinckley and Rugby building society
04.2025 - Current
Hub operator
Fossecare
12.2024 - 03.2025
Coach
1stLegion Gym
05.2024 - Current
Department manager
Next
07.2020 - 05.2024
Customer service team manager
Next
04.2018 - 07.2020
Customer service representative
Next
01.2001 - 04.2018
GCSEs - Secondary Education
Carlton Bolling
09.1989 - 05.1992
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