Farida Ishraq
Dundee
Summary
Dynamic professional with expertise in coaching and team development, change management, and process improvement. Demonstrates leadership proficiency through decisive decision-making, goal setting, and data-driven performance insights. Skilled in agile methodology, multi-system digital fluency, and operational policy application to drive service improvement initiatives. Adept at fostering stakeholder collaboration and ensuring clear, inclusive communication to achieve organisational objectives. Committed to leveraging HR processes and attendance management expertise to enhance team performance and operational efficiency.
Overview
26
26
years of professional experience
3
3
years of post-secondary education
Work history
Disability Team Leader
Social Security Scotland
Dundee, Dundee City
04.2022 - 07.2025
- Led and coached B1 Case Managers to deliver disability benefits effectively.
- Fostered a culture of openness and continuous learning within the team.
- Handled HR responsibilities, including absence management and informal conduct cases.
- Monitored team performance using operational data to anticipate risks and drive improvements.
- Commissioned and assured management information dashboards for real-time decision-making.
- Represented the team in briefings to promote knowledge sharing and inclusive communication.
- Ensured clear presentation of complex findings to inform service decisions.
- Increased team cohesion by implementing regular feedback sessions.
- Introduced innovative solutions which maximised output without compromising quality.
- Implemented new working methods which improved overall efficiency of the team operations.
Work Coach
Department for Work and Pensions
Dundee, Dundee City
05.2016 - 04.2022
- Delivered tailored employment support to Income Support claimants.
- Empowered individuals through structured coaching and referrals to external services.
- Developed action plans to achieve individual career goals, enhancing employability.
- Facilitated training programmes to improve clients' interview techniques.
- Monitored client progress regularly, ensuring alignment with career objectives.
- Promoted positive attitudes towards job search through group discussions.
- Identified barriers to employment and crafted strategies for overcoming them.
- Collaborated with employers for effective job matching and placement outcomes.
Administrative Officer
Department for Work and Pensions
Dundee, Dundee City
04.2002 - 05.2016
- Resolved complex customer queries with empathy and professionalism through frontline contact.
- Maintained accurate records while ensuring data security for sensitive information.
- Communicated decisions clearly, taking personal accountability for each interaction.
- Participated in internal improvement initiatives and team learning activities to enhance skills.
- Adapted communication style across digital and telephone channels to meet diverse needs.
- Managed day-to-day administrative duties to enhance office efficiency.
- Delegated tasks effectively among team members, promoting shared responsibility.
- Streamlined file management through systematic categorisation and labelling practices.
BT call handler
British Telecom
Dundee, Dundee City
06.2000 - 04.2002
- Cultivated positive relationships with team members to enhance collaboration.
- Swiftly resolved queries and issues to improve customer satisfaction.
- Managed high volume of calls daily, delivering efficient service.
- Navigated difficult conversations effectively, ensuring customer retention.
- Assisted customers in comprehending complex information using clear language.
- Demonstrated exceptional understanding of company products and services, resulting in informed client interactions.
- Facilitated smooth communication between customers and technical teams for quick troubleshooting.
- Managed high volume of calls daily for prompt service delivery.
- Ensured accurate record keeping through diligent note-taking during calls.
Sous chef
EST EST EST
Glasgow, Glasgow City
07.1999 - 04.2000
- Developed unique flavour profiles for signature dishes, elevating guest experiences.
- Contributed innovative ideas for special events menus to create memorable dining occasions.
- Maintained composure and efficiency under pressure during peak hours.
- Collaborated with front-of-house team to achieve seamless service delivery.
- Followed recipes accurately to uphold high food preparation standards.
- Managed inventory effectively, minimising waste and optimising resource usage.
- Reinforced safety protocols amongst staff members for a safe working environment.
- Supervised daily food prep operations, ensuring consistency across all dishes served.
- Ensured proper storage of raw materials adhering to health standards.
- Ensured quality control with strict adherence to hygiene regulations.
- Worked under pressure during peak hours whilst maintaining composure and efficiency.
Education
SVQ Level 5 - Chef & Hospitality Management
Old Glamis Campus
Dundee, Dundee City 08.1996 - 06.1999
Skills
- Coaching and team development
- Change management
- Process improvement
- Decisive decision-making
- Agile methodology
- Decision-making autonomy
- Goal setting
- Leadership skills
- Communication excellence
- Data-driven insights
- Inclusive communication
- Digital fluency
- HR processes management
- Stakeholder collaboration
- Operational policy application
- Service improvement initiatives
Accomplishments
- Recognised for maintaining high service standards and confident leadership in high-pressure environments, ensuring productivity and efficiency remain high
- Trusted as a mentor for colleagues navigating complex casework or change
Languages
Punjabi
Fluent
Urdu
Fluent
Hindi
Upper intermediate
Affiliations
- Passionate about travelling
- Volunteering at the local soup kitchen
- Providing community support through advice or hands-on assistance
- Passionate about travelling Spending quality time with family
- Enjoy walking
Timeline
Disability Team Leader
Social Security Scotland
04.2022 - 07.2025
Work Coach
Department for Work and Pensions
05.2016 - 04.2022
Administrative Officer
Department for Work and Pensions
04.2002 - 05.2016
BT call handler
British Telecom
06.2000 - 04.2002
Sous chef
EST EST EST
07.1999 - 04.2000
SVQ Level 5 - Chef & Hospitality Management
Old Glamis Campus
08.1996 - 06.1999
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