Fatima Khatun
Birmingham,West Midlands
Summary
Customer Service Specialist with 6+ years' experience in finance, retail, and hospitality. Skilled in resolving complex client issues, improving service standards, and building strong customer relationships. Adept at data protection, conflict resolution, and process improvement to boost efficiency and in service quality and compliance. Strong background in problem solving, communication, and building trusted relationships across teams to deliver business outcomes.
Overview
3
3
years of professional experience
Work history
Customer Service Representative
HSBC
Birmingham, UK
10.2023 - 09.2025
- Delivered clear guidance to clients, improving satisfaction and loyalty.
- Managed accurate records, ensuring compliance with FCA, GDPR, and internal policies.
- Analysed customer feedback to identify service improvements.
- Streamlined workflows to reduce response times and enhance efficiency.
- Handled and resolved customer complaints, ensuring positive outcomes.
- Consistently met and exceeded KPIs for call handling time, customer satisfaction, query resolution time and compliance accuracy.
- Provided multichannel support
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Customer Service Advisor
Lloyds Banking Group
Birmingham, UK
05.2022 - 10.2023
- Collaborated with colleagues to resolve complex cases and improve customer outcomes.
- Handled high volumes of inbound calls, resolving queries quickly and professionally.
- Explained products/services and referred customers to specialist teams.
- Maintained accurate customer records and upheld data integrity standards.
- Demonstrated strong telephone etiquette and communication skills.
- Delivered training and guidance to new starters, supporting their development and integration into team.
Education
Holte Sixth Form
Holte Secondary School
Skills
- MS Office & Excel
- Time management & Organisation
- Problem Solving & Analytic thinking
- Conflict Resolution
- Financial & Data Protection Compliance
- Customer engagement & Complaint handling
- Data entry proficiency
- Collaboration and process improvement
- Appointment booking
- Multichannel support ( Telephone & Live chat )
- KPI Performance
- Email administration
Timeline
Customer Service Representative
HSBC
10.2023 - 09.2025
Customer Service Advisor
Lloyds Banking Group
05.2022 - 10.2023
Holte Sixth Form
Holte Secondary School