Gousiya Syed
Newcastle upon Tyne
Summary
Result-driven professional with experience in case management, team leadership, customer service and quality assurance. Skilled in stakeholder management, communication, problem-solving, compliance, and performance monitoring. Proven ability to manage workloads, support team development, maintain accurate records, and deliver high-quality service in fast-paced environments. Strong organizational and interpersonal skills with a commitment to continuous improvement and achieving business objectives.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Universal credit Review Agent
Teleperformance UK
Gateshead, Newcastle upon Tyne
10.2025 - Current
- Managed a daily caseload of claim reviews, consistently achieving productivity and quality targets.
- Reviewed and managed cases allocated by management each week, ensuring timely completion in line with operational requirements.
- Assessed claimant information and supporting evidence to facilitate accurate and informed decision-making.
- Conducted claimant interviews to verify information, clarify discrepancies, and obtain additional evidence where required.
- Maintained accurate and comprehensive case records, ensuring all updates were recorded promptly within case management systems.
- Identified outstanding evidence requirements and communicated requests effectively to claimants.
- Reviewed additional documentation submitted during the review process and conducted follow-up interviews.
- Determined appropriate case outcomes, including case closure or referral to management for further consideration.
- Managed sensitive personal data in accordance with data protection legislation, organizational policies and confidentiality requirements.
International Education consultant
Rayapati Overseas
Guntur, India
08.2021 - 12.2022
- Advised students on higher education opportunities in the UK, USA, and Canada
- Guided students in selecting suitable universities and academic programmes based on their goals and qualifications.
- Prepared and submitted university applications ensuring all required documentation was accurate and complete.
- Monitored application progress and liasied with universities until admission decisions were received.
- Provided advice on admissions requirements, application procedures and supporting documentation.
- Assisted students with the preparation and submission of student visa application.
- Conducted seminars and interview preparation sessions to support successful visa outcomes.
- Maintained regular communication with students, parents and university representatives throughout the application process.
- Managed student records and ensured accurate documentation at all stages of the admissions journey.
- Supported students from initial enquiry through to university admission.
- Handled confidential student information in accordance with data protection and organisational policies.
Team leader
Kubera Software Solutions
Guntur, India
10.2018 - 05.2021
- Led and supported a team of 10 employees, ensuring performance and quality standards were consistently achieved.
- Conducted quality reviews of completed work and provided constructive feedback to improve accuracy and compliance.
- Delivered training and coaching sessions to enhance team knowledge and understanding of client requirements.
- Monitored performance metrics and implemented improvement plans to support team developments.
- Identified and corrected quality issues through regular audits and reviews.
- Tracked team performance and quality results using spreadsheets.
Customer service associate
Hinduja Global Solutions
Guntur, India
08.2017 - 04.2018
- Handled a high volume of inbound customer calls
- Assisted customers with SIM-related enquiries, providing accurate information and effective solutions.
- Resolved customer queries efficiently while maintaining service quality and performance targets.
- Worked within strict time and quality standards to ensure a positive customer experience.
- Escalated complex issues to senior team members when further investigation or support was required.
- Maintained a professional and customer-focused approach when handling enquiries and complaints.
- Ensured compliance with company policies, procedures, and regulatory requirements
- Accurately recorded customer interactions and updates within internal system.
- Consistently met productivity, quality and customer service targets.
Education
Master of Science - International Business Management
Teesside University
Middlesbrough 01.2023 - 01.2025
Bachelor of Science - Electronics and Communication Engineering
St.Marys womens engineering college
Guntur, India 06.2013 - 04.2017
Skills
Case Management
Customer service
Compliance and Regulatory Awareness
Quality Assurance
Data analysis
Problem solving
Decision making
Time management
Team Leadership
Coaching and Mentoring
Communication skills
Timeline
Universal credit Review Agent
Teleperformance UK
10.2025 - Current
Master of Science - International Business Management
Teesside University
01.2023 - 01.2025
International Education consultant
Rayapati Overseas
08.2021 - 12.2022
Team leader
Kubera Software Solutions
10.2018 - 05.2021
Customer service associate
Hinduja Global Solutions
08.2017 - 04.2018
Bachelor of Science - Electronics and Communication Engineering
St.Marys womens engineering college
06.2013 - 04.2017