Summary
Overview
Work history
Education
Skills
Timeline
Generic

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
Fatima Khatun