Fozia Ali

Highly experienced and dedicated customer service professional with over 18 years' expertise across face-to-face and call centre environments. Proven ability to manage customer accounts and handle complex enquiries via phone, email, and web chat, consistently achieving service and sales targets in fast-paced, high-volume settings. A loyal and dependable team player, with 16 years' service at a single organisation, demonstrating strong commitment, adaptability, and a solid work ethic. Now seeking a new opportunity to contribute valuable experience and grow professionally within a dynamic and customer-focused organisation.

• Managed and grew a portfolio of 20+ client accounts, serving as the primary liaison to ensure satisfaction, retention, and long-term partnership.
• Maintained consistent, proactive communication with clients to anticipate needs, resolve issues promptly, and build trust.
• Successfully met and exceeded monthly targets for profit margins and new account acquisition through strategic planning and client-focused selling.
• Developed strong, value-driven relationships that enabled effective upselling and cross-selling of additional services and solutions.
• Sourced and secured new business via outbound calls, client referrals, and networking, contributing to ongoing revenue growth and brand expansion.
• Delivered tailored printing solutions aligned with each client's unique operational needs and budget, ensuring a consultative and personalised service.
• Collaborated closely with internal departments (sales, production, and logistics) to guarantee timely and error-free order fulfilment and post-sale support.
• Played an active role in identifying market trends and client feedback to improve service offerings and uncover new business opportunities.
• Contributed to customer loyalty through consistent follow-up, service quality, and a focus on long-term value over transactional sales.
• Demonstrated adaptability in a fast-paced, target-driven environment, balancing client satisfaction with commercial objectives.

• Greeted and assisted customers in a fast-paced financial environment
• Delivered excellent customer service while managing high volumes of transactions
• Handled payday loans, cheque cashing, money transfers, and foreign currency exchange
• Followed strict financial compliance regulations and anti-money laundering procedures
• Maintained client confidentiality at all times
• Advised customers on financial products and services to meet their individual needs
• Managed till operations, including cash handling and daily reconciliation
• Resolved customer queries and complaints effectively, ensuring customer satisfaction.