Avni Bains
Summary
Dynamic professional with a robust skill set in managing and prioritising workloads, meeting deadlines, and working effectively under pressure. Demonstrates exceptional customer service, communication, and attention to detail, complemented by strong organisational skills and time management. Proficient in multitasking and problem-solving, with a supportive attitude and innovative thinking that drives improvements and new ideas. Expertise in Microsoft Office Suite including Word, Outlook, PowerPoint, Excel with advanced functions like Pivot tables and VLOOKUP. Experienced in coaching, development, mentoring, leading staff, and utilising platforms such as Dynamics 365, Concept Evolution, Maximo, Service Now, Five 9. Possesses analytical skills for relationship-building and influencing outcomes. Fluent in Punjabi, Hindi, Urdu with excellent telephone etiquette.
Personable professional with commitment to delivering exceptional customer service and creating positive experiences. Strong communication and problem-solving skills paired with knack for quickly understanding customer needs. Dedicated to enhancing customer satisfaction and contributing to supportive team environment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Contact Centre Advisor
Nursing & Midwifery Council
London Stratford
03.2025 - 07.2025
- Company Overview: Contact Centre Advisor
- Answering incoming calls within agreed SLA’s and ensuring targets are met.
- Assist customers with all types of queries.
- Ensuring an excellent customer service is provided at all times.
- Updating the system accurately.
- Clear communication with colleagues at all levels.
- Ensuring all customers are treated equally.
- Contact Centre Advisor
Career Break
01.2024 - 02.2025
- A break to focus on myself - health and wellbeing.
- Full time carer for parent - I have acted as the primary caretaker in my family. During this period, I managed her medical appointments, coordinated with healthcare providers, and handled household responsibilities.
Service Desk Team Leader
Onnec (UBS Global Bank Contract)
Hayes
04.2022 - 12.2023
- Managing a team of 4 people - Monitoring the daily performance of the team and taking corrective action taken where necessary.
- Service Desk resource management to provide 24/7 cover. To include management of overtime, time keeping, review meetings, Staff Rota’s, Sickness and Holiday records.
- Overseeing the allocation of tasks and delegating work to the team.
- First point of contact/escalation for potential and actual breaches of SLA’s and emergencies within helpdesk.
- Monitoring and reporting on critical systems and escalating incidents to the relevant engineering team as necessary.
- Create reports and documents aligned to governance framework for service reviews and financial processes.
- Co-ordination and administration of Meetings (Internal and Client) as required.
- Maintain company and department contact list.
- Alert management to emerging trends in incidents.
- Generate weekly reports for Service Delivery Managers.
- Track and analyze trends in the Service Desk and generate statistical reports.
- Logging and managing customer requests, support tickets and scheduled tasks.
- Working with, and scheduling tasks for Onnec engineer teams to ensure requests are delivered within SLA agreed timescales.
- Monitor and manage all open service requests.
- Liaising with 3rd parties for the provision of Escorting support services.
- To Provide an excellent standard of customer service.
Helpdesk Coordinator
CBRE
Stockley Park
01.2019 - 03.2022
- Providing helpdesk support to 14 sites across the UK and EMEA.
- Log maintenance Reactive Tasks, PPM’s and hazards onto Concept Evolution.
- Allocate tasks to the relevant resources.
- Follow up on Reactive and PPM tasks before they become overdue and/or escalate to M&E lead.
- Identify and escalate situations requiring urgent attention.
- Liaising with C-level executives, contractors & sub-contractors.
- Weekly team meetings across the globe, fortnightly operations call presentation.
- Ensuring calls are answered within agreed SLAs and KPI targets are met.
- Responding to emails in a timely manner.
- Create monthly reports and contract review packs at regional level.
- Raising purchase orders for call outs, service visits, delivery of materials, extra works within contracted SLAs and agency cover.
- Invoice pool, reviewing open purchase orders, process supplier invoices, identify missing invoices and resolve any queries.
- Co-ordinate site waste and recycling arrangements.
Education
GCSEs - Maths, English, Science, Geography, Punjabi, Technology-Food
Featherstone High School
09.1997 - 05.2002
Skills
- Manage and prioritise workload
- Meet deadlines
- Work effectively under pressure
- Customer service
- Communication
- Attention to detail
- Time management
- Organisational skills
- Multitasking
- Problem solving
- Team player
- Supportive attitude
- Innovative thinking
- Improvements and new ideas
- Word
- Outlook
- PowerPoint
- Excel
- Pivot tables
- VLOOKUP
- Coaching
- Development
- Mentoring
- Leading staff
- Dynamics 365
- Concept Evolution
- Maximo
- Service Now
- Five 9
- Analytical skills
- Relationship-building
- Influencing
- Coaching skills
- Punjabi
- Hindi
- Urdu
- Telephone etiquette
Custom
- Reading novels and other literature
- Listening to music
- Swimming and Badminton
Affiliations
- Reading
- Listening to music
- Travelling
Timeline
Contact Centre Advisor
Nursing & Midwifery Council
03.2025 - 07.2025
Career Break
01.2024 - 02.2025
Service Desk Team Leader
Onnec (UBS Global Bank Contract)
04.2022 - 12.2023
Helpdesk Coordinator
CBRE
01.2019 - 03.2022
GCSEs - Maths, English, Science, Geography, Punjabi, Technology-Food
Featherstone High School
09.1997 - 05.2002
Similar Profiles
Rahab Afrakomah BoaduRahab Afrakomah Boadu
Midwife at Nursing & Midwifery Council of GhanaMidwife at Nursing & Midwifery Council of Ghana
AZIEMEOLA PIUS EGELEGEAZIEMEOLA PIUS EGELEGE
EXAMINER- N&MCN FINAL QUALIFYING EXAMS FOR NURSES at NURSING &MIDWIFERY COUNCIL OF NIGERIAEXAMINER- N&MCN FINAL QUALIFYING EXAMS FOR NURSES at NURSING &MIDWIFERY COUNCIL OF NIGERIA
AZIEMEOLA PIUS EGELEGEAZIEMEOLA PIUS EGELEGE
EXAMINER- N&MCN FINAL QUALIFYING EXAMS FOR NURSES at NURSING &MIDWIFERY COUNCIL OF NIGERIAEXAMINER- N&MCN FINAL QUALIFYING EXAMS FOR NURSES at NURSING &MIDWIFERY COUNCIL OF NIGERIA
Stephanno PanattoStephanno Panatto
Contact Centre Advisor at Clúid HousingContact Centre Advisor at Clúid Housing
Aifaa Nadia Binti NadzriAifaa Nadia Binti Nadzri
Contact Centre Advisor (Corporate Solution SG CC) at AIA Shared Services Sdn. Bhd.Contact Centre Advisor (Corporate Solution SG CC) at AIA Shared Services Sdn. Bhd.