Summary
Overview
Work history
Education
Skills
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Personal Information
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Fatuma Shah

Uk

Summary



A recent Business Management graduate with strong experience in customer service, regulatory compliance, and business operations. I bring a solid foundation in leadership, communication, and problem-solving, built through hands-on roles in fast-paced, client-focused environments. Currently serving as a Salary Manager at McDonald’s, I lead a team of over 30 staff, manage daily operations, and implement strategies to drive performance and operational efficiency.

My previous experience includes working as a KYC Analyst at Deutsche Bank, where I conducted detailed due diligence and ensured full compliance with regulatory standards, and as a Customer Service Agent at Marston Holdings, where I handled sensitive customer interactions with precision and professionalism. Additional experience in sales and administration has enhanced my ability to manage relationships, think critically, and adapt to dynamic business needs.

Analytical, results-driven, and a confident communicator, I am now seeking to apply my skills and enthusiasm in a Graduate role, where I can contribute to solving complex business challenges and deliver value to clients

Overview

2026
2026
years of professional experience
6065
6065
years of post-secondary education

Work history

Salary Manager

McDonald’s
London , Uk
05 2024 - Current
  • Supervised daily operations to ensure compliance with McDonald's standards and procedures.
  • Managed and motivated a team of up to over 30 crew members to achieve sales and customer service goals.
  • Conducted regular training sessions to improve staff performance and ensure consistency in service delivery.
  • Oversaw inventory management, including stock ordering, waste reduction, and cost control.
  • Prepared and analyzed financial reports to track sales, labor costs, and profitability.
  • Developed and implemented strategies to improve customer satisfaction and drive repeat business.
  • Ensured strict adherence to health, safety, and hygiene regulations in the restaurant.
  • Handled staff scheduling to optimize labor efficiency and meet operational demands.
  • Resolved customer complaints effectively, maintaining high levels of satisfaction and loyalty.
  • Collaborated with upper management to execute marketing campaigns and promotional activities.
  • Maintained inventory control, reduced stock shortages.
  • Implemented cost reduction measures, reduced overhead expenses.
  • Managed team dynamics by implementing conflict resolution strategies.

Senior Customer Service Agent

Marston Holdings
Birmingham, West Midlands
02 2023 - 01 2024
  • To deal with both inbound and outbound contacts via written ,electronic,and verbal communication with customers.
  • Obtain and record accurate information regarding answered calls on the appropriate contract system.
  • To understand the customer needs to either provide them with help and support or signpost to the correct team to deal with their enquiry.
  • To handle and resolve customer enquiries and complaints where possible or follow the escalation process.
  • To negotiate and set payment plans following appropriate guidelines.
  • Obtain and record accurate information on the customer database provided for that contract.
  • Ensure the security of any customer information that comes into your possession or becomes known to you, and only share that information appropriately with colleagues and the client.
  • Making outbound and receiving inbound calls
  • Ensuring that all clients or customers receive the best customer service
  • Negotiating payments / arrangements over the telephone
  • Updating systems with relevant call details
  • Returning abandoned calls in line with agreed targets
  • Ensuring overall performance and targets are met and reporting any issues to the Manager.
  • Meeting set targets.
  • Assisting with administration duties within the team

KYC Analyst

Deutsche Bank/ Robert half
Birmingham, West Midlands
03 2022 - 01 2023
  • Gathering and analysing data.
  • Contacting corporate clients to obtain sensitive data.
  • Following process and tracking progress.
  • Confident reaching out to clients via phone and written channels.
  • Customer service experience.
  • Ability to work and excel in a target driven environment.
  • Experience in working as part of a team or individually.
  • Highly motivated and results orientated.
  • Maintained confidentiality of clients' information.
  • Reviewed new customer accounts and verified customer identities.
  • Refreshed and maintained existing customer data to keep up-to-date and accurate.
  • Met daily, weekly and monthly KPI targets, maintaining high quality standards.
  • Issued financial information and margin data to support revenue recognition.
  • Interpreted and analysed KYC data to accurately risk assess existing clients.
  • Performed due diligence on customer documentation and information.
  • Conducted end-to-end review of KYC records.
  • Delivered end-to-end KYC onboarding lifecycle service for new customers.

Assistant Sales Manager

Glass coasters
Birmingham, West Midlands
01 2021 - 02 2022
  • Creating a welcoming environment for customers in the store
  • Providing excellent customer service
  • Keeping a high level of cleanliness and hygiene in the store
  • Ensuring that the store is clean, safe, and presentable for customers
  • Taking over responsibility for the store if the Manager is absent
  • Increased sales by 10%
  • Ordering new Stoke
  • Handling and totalling end-of-day finances
  • Making sure the team is meeting end of day sales targets
  • Leadership and organizational abilities
  • Opening and closing the store
  • Ensuring that store policies and procedures are followed.
  • Coordinated key account management activities, fostering strong client relationships and loyalty.
  • Conducted performance evaluations and provided constructive feedback to sales team members.
  • Developed sales incentive programs, boosting team motivation and productivity.
  • Achieved exceptional client satisfaction feedback and ratings.
  • Analysed sales to identify top-performing products.

Sales Assistant

MANGO
Birmingham, West Midlands
06 2019 - 12 2020
  • Ensuring an exceedingly high level of customer service
  • Handling customer queries patiently and efficiently while dealing with any complaints
  • When the need arose, I escalated the situation to a manager
  • Ensured that the store's visual standards met the company's high standards
  • Strong organisational and planning skills with close attention to detail
  • Completing transactions at the checkout
  • Gained valuable experience in using effective sales techniques.
  • Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Operated cash registers with accuracy and processed cash and card transactions.

Receptionist/Administrator

Sister care
Birmingham, West Midlands
05 2018 - 05 2019
  • Meeting and appointment scheduling
  • Data entry for customers and appointments
  • Maintaining records and documents
  • Phone calls and correspondence management
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
  • Answered and helped resolve enquiries from clients, vendors and general public.
  • Delivered front of house duties with warm and professional manner.
  • Kept reception area clean and neat to give visitors positive impression of the company.

Education

Bachelor of Arts (Honours) single - Business Management

Newman University
09/2022 - 10.2023

Diploma of Higher Education - Business Management

University of Worcester
09/2018 - 06.2021

Extended Diploma In Business - TRIPLE GRADE :DISTINCTION , DISTINCTION ,MERIT

Halesowen College
09/2016 - 07.2018

GCSE

St Michaels High School
09/2013 - 07/2016

Skills

  • Leadership
  • Experience in AML / KYC
  • Resilient and Self motivated
  • Strong communication skills
  • Career motivated and goal orientated
  • Team player
  • Active listening
  • Teamwork
  • Decision making
  • Problem-solving
  • Microsoft Office
  • Customer Service
  • Highly motivated and driven to achieve goals and targets
  • Ability to work under extreme pressure
  • Conflict resolution skills
  • Excellent time management skills
  • Great attention to detail
  • Analysis skills
  • Relationship management
  • Excellent interpersonal
  • B2B Sales
  • IT
  • Negotiation
  • Able to meet scheduled deadlines and targets on time
  • Operating system
  • Microsoft Excel
  • Production focused

Custom

Personal Information

Languages

English
Swahili

Timeline

Salary Manager

McDonald’s
05 2024 - Current

Senior Customer Service Agent

Marston Holdings
02 2023 - 01 2024

Receptionist/Administrator

Sister care
05 2018 - 05 2019

GCSE

St Michaels High School
09/2013 - 07/2016

KYC Analyst

Deutsche Bank/ Robert half
03 2022 - 01 2023

Assistant Sales Manager

Glass coasters
01 2021 - 02 2022

Sales Assistant

MANGO
06 2019 - 12 2020

Bachelor of Arts (Honours) single - Business Management

Newman University
09/2022 - 10.2023

Diploma of Higher Education - Business Management

University of Worcester
09/2018 - 06.2021

Extended Diploma In Business - TRIPLE GRADE :DISTINCTION , DISTINCTION ,MERIT

Halesowen College
09/2016 - 07.2018

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Fatuma Shah