Fozia Hussain
High Wycombe,United Kingdom
Summary
Motivated and proactive individual with good knowledge of customer service techniques and best practices. Friendly communicator, comfortable in fast-paced environments. Knowledgeable Independent Sexual Abuse Advisor with experience in providing tailored support to help service users increase independence and quality of life. Dedicated and motivated individual with strong knowledge of safeguarding principles to protect service users and staff from risk.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
Work history
Duty manager/ Customer service supervisor
Screwfix Ltd
2022.12 - Current
- Employed active speaking and listening skills to monitor, identify and implement best practice to ensure efficient communication with customers.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Reviewed processes and practices regularly to achieve business goals.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Delivered feedback constructively to enhance staff performance.
- Recruited customer service team members and mentored in company policies and best practices.
- Took ownership of escalated customer issues and followed through to resolution.
- Communicated courteously with customers by telephone and email.
- Maintained high standards of product knowledge
Victims First Specialist Service
Thames Valley Partnership
Oxford, Oxfordshire
2020.05 - 2022.10
- Supporting victims of all crime type such as modern day slavery, victims of sexual violence and childhood sexual abuse, county lines and domestic violence
- Meeting KPI's for the partnership and carrying out monthly audits
- Maintained confidential case documentation in line with data protection regulations.
- Collaborated with officials to prepare required legal documentation for court proceedings.
- Partnered with external support networks to deliver holistic client care.
- Built positive, productive client relationships for enhanced social support.
- Attended regular training and supervision workshops for improved service user support.
- Used assessment findings to action necessary care plan adaptations.
- Monitored service user progress, escalating concerns for swift resolution.
- Provided mental health support to service users, as well as signposting community resources and local charities.
- Consulted with multidisciplinary team of professionals to optimise treatment plans for complex cases.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Liaised with families and caregivers to develop balanced rehabilitation programmes.
- Monitored individuals' progress, continuously updating and adjusting care plans to meet health and wellbeing needs.
Residential Support Worker
The Priory Group
Tadley, Berkshire
2019.12 - 2020.04
- Managed medications and oversaw compliance with personal treatment plans.
- Delivered effective daily care to 8 residents with complex care needs.
- Promoted social inclusion by supporting individual interests, hobbies and social activities.
- Worked with residents to develop life skills, including how to prepare meals and keep areas clean.
- Assisted patients with daily personal, hygiene and incontinence care.
- Worked collaboratively with other support workers to maintain holistic care for clients.
- Empowered service users to remain as independent as possible and retain sense of identity.
Seasonal worker
John Lewis
High Wycombe, Buckinghamshire
2019.11 - 2020.01
- Minimised long register queues by completing sales transactions quickly and accurately.
- Helped customers to locate specific products by conducting thorough stockroom checks, delivering exceptional service.
- Regularly cleaned and straightened work areas, ensuring stores stayed tidy in line with company standards.
- Maintained excellent client satisfaction by providing professional, courteous customer service.
Support Care Worker
Completely Care
Oxford, Oxfordshire
2019.10 - 2019.12
- Worked closely with activity coordinators to communicate changing patient needs, optimising continued care and support.
- Improved physical and mental wellbeing of service users through patient-centred care planning.
- Tailored care and support to individual needs for bespoke, personalised service.
- Followed strict safeguarding regulations to ensure safe, secure handling of service users.
Sales Assistant
Screwfix Ltd
High Wycombe, Buckinghamshire
2012.06 - 2015.09
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Consistently delivered revenue and performance KPI targets through outstanding retail service and sales abilities.
- Worked energetically to maintain efficient operations during peak trading hours.
- Assisted customers with signing up for store loyalty programmes and provided details about key benefits.
- Maintained impeccably high standards store presentation and hygiene through cleaning.
- Managed till operations by promptly and precisely scanning items, processing payments and issuing receipts.
- Used product knowledge, sales abilities and customer relations skills to drive substantial profit increases.
Education
Level 2 Certificate - Counselling Skills
Milton Keynes College
Milton Keynes 2023.02 - 2023.07
level 4 Diploma - Independent Sexual Violence Advisor (ISVA) Practitioner Training
Open College Network West Midlands
West Midlands 2021.09 - 2022.07
Diploma of Higher Education - Social Studies
University of Leeds
Leeds 2015.09 - 2019.07
Extended Diploma - Public Services
Aylesbury College
Aylesbury, Buckinghamshire 2013.09 - 2015.07
Diploma - Health and Social Care
Berkshire College of Agriculture College
Maidenhead, Windsor and Maidenhead 2011.09 - 2013.07
GCSEs -
Cressex Community School
High Wycombe, Buckinghamshire 2006.09 - 2011.07
Skills
- Service management
- Efficient multitasker
- Expert communicator
- Upselling expertise
- Accurate money handling
- Outstanding customer service
- Self-motivated
- Care needs assessment
- Risk assessments
- Intervention techniques
- Quality improvement techniques
- Documentation expertise
- Behaviour pattern recognition
- Problem-Solving
- Written Communication
- Data Entry
- Data collection and analysis
- Active listening
- Case management
- emotional intelligence
- First Aid/CPR
Languages
English
Fluent
Urdu
Fluent
Punjabi
Native
Timeline
Level 2 Certificate - Counselling Skills
Milton Keynes College
2023.02 - 2023.07
Duty manager/ Customer service supervisor
Screwfix Ltd
2022.12 - Current
level 4 Diploma - Independent Sexual Violence Advisor (ISVA) Practitioner Training
Open College Network West Midlands
2021.09 - 2022.07
Victims First Specialist Service
Thames Valley Partnership
2020.05 - 2022.10
Residential Support Worker
The Priory Group
2019.12 - 2020.04
Seasonal worker
John Lewis
2019.11 - 2020.01
Support Care Worker
Completely Care
2019.10 - 2019.12
Diploma of Higher Education - Social Studies
University of Leeds
2015.09 - 2019.07
Extended Diploma - Public Services
Aylesbury College
2013.09 - 2015.07
Sales Assistant
Screwfix Ltd
2012.06 - 2015.09
Diploma - Health and Social Care
Berkshire College of Agriculture College
2011.09 - 2013.07
GCSEs -
Cressex Community School
2006.09 - 2011.07