Halima Ahmed
Middlesbrough
Summary
Detail-oriented and highly organised professional with strong administrative expertise and a proven track record in customer service and compliance. Successfully enhanced operational efficiency and customer satisfaction at Firstsource Solutions, demonstrating exceptional analytical, problem-solving, and administrative skills. Maintained a 100% pass rate in handling complex financial and regulatory complaints while improving team performance by 18%. Proficient in Microsoft Office Suite, data management, and document handling, with excellent attention to detail and communication skills. Looking for an administrative role where I can apply my organisational abilities, compliance knowledge, and stakeholder management skills to support the smooth running of operations.
Overview
3
3
years of professional experience
2006
2006
years of post-secondary education
Work history
Customer advisor
Firstsource Solutions - Scottish Widows
Middlesbrough
12.2024 - Current
- Retirement Call Consultant, providing dedicated support to customers throughout their retirement journey.
- Took full ownership of customer enquiries, building rapport swiftly and delivering an exceptional level of service in line with established processes.
- Demonstrated professionalism and empathy, handling interactions with care and sensitivity, empowering customers to move forward with confidence and feel genuinely valued.
- Achieved six 5-star Trustpilot reviews within two months, recognising outstanding customer service.
COMPLAINTS EXECUTIVE
FIRSTSOURCE SOLUTIONS
Middlesbrough
08.2023 - 12.2024
- Demonstrated strong administrative skills, including managing case files, handling documentation, maintaining accurate records, and coordinating communications with key stakeholders to ensure efficiency and compliance
- Conducted in-depth investigations into complex timeshare complaints, applying a structured internal assessment process to ensure accurate and systematic evaluations
- Engaged with suppliers to gather crucial information, coordinate responses, and facilitate prompt and effective complaint resolutions
- Managed interactions with the Financial Ombudsman Service (FOS), including submitting case files, requesting documentation, and providing key information to support fair assessments
- Quickly adapted to new processes and regulatory changes, enhancing operational efficiency and ensuring compliance with evolving best practices
- Reviewed colleagues' casework prior to submission to FOS, ensuring accuracy, completeness, and full adherence to regulatory requirements
- Actively participated in training and development programmes, continuously refining complaint-handling techniques to improve customer outcomes
- Built and nurtured relationships with key stakeholders, contributing to business growth and the delivery of fair and effective resolutions
COMPLAINTS HANDLER
FIRSTSOURCE SOLUTIONS
Middlesbrough
05.2022 - 08.2023
- Conducted detailed investigations and analysis of customer complaints, ensuring timely and effective resolutions while managing case files and maintaining accurate documentation
- Developed and maintained strong professional relationships with banking partners to support fair outcomes and deliver exceptional customer service
- Managed a variety of complex complaints, including general banking, AML (Anti-Money Laundering), Online Banking, and ISA-related issues, demonstrating adaptability, problem-solving skills, and financial expertise
- Ensured strict adherence to FCA regulations and internal quality frameworks, upholding the highest compliance standards in complaint resolution
- Selected as one of only eight specialists from a team of 50 due to exceptional attention to detail, accuracy, and consistent high-quality work
- Maintained a 100% pass rate throughout my tenure, showcasing meticulous record-keeping, regulatory compliance, and commitment to excellence
- Provided administrative and training support to new team members, improving overall performance and increasing the team's pass rate from 64% to 82% within two months
- Demonstrated strong administrative skills, including data management, maintaining confidential records, coordinating communications, and ensuring accurate reporting to stakeholders
Education
BA (hons) - E-Business
UNIVERSITY OF TEESSIDE
GCSE - Maths & English
MIDDLESBROUGH COLLEGE
AVCE - Business
MIDDLESBROUGH COLLEGE
RSA CLAIT - undefined
MIDDLESBROUGH COLLEGE
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Communication
- Time management
- Attention to detail
- Commitment
- Organisation
- Financial administration
- Analytical skills
- Call Handling
- Customer Service
Languages
Punjabi
Personal Information
Nationality: British
Timeline
Customer advisor
Firstsource Solutions - Scottish Widows
12.2024 - Current
COMPLAINTS EXECUTIVE
FIRSTSOURCE SOLUTIONS
08.2023 - 12.2024
COMPLAINTS HANDLER
FIRSTSOURCE SOLUTIONS
05.2022 - 08.2023
GCSE - Maths & English
MIDDLESBROUGH COLLEGE
AVCE - Business
MIDDLESBROUGH COLLEGE
RSA CLAIT - undefined
MIDDLESBROUGH COLLEGE
BA (hons) - E-Business
UNIVERSITY OF TEESSIDE
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