HANNAH QAYYUM
Stockton -On - Tees
Summary
Cybersecurity and digital forensics with proven IT project management and agile development capabilities. Skilled in Microsoft Office 365, process optimization, and stakeholder collaboration. Demonstrated success in managing high-volume customer service operations while maintaining compliance through robust records management. Focused on promoting leadership and continuous improvement within the technology sector.
Overview
8
8
years of professional experience
2028
2028
years of post-secondary education
Work history
Passenger Support Specialist
Hello Cooper Ltd
Teesside
2025.07 - 2026.01
- Provided structured support for children with special educational needs during transport, ensuring safety and dignity.
- Assisted with communication, emotional regulation, and mobility needs to cater to individual requirements.
- Implemented positive behaviour management strategies to uphold calm and safe environments.
- Collaborated with drivers, parents, and schools for seamless journey coordination.
- Maintained strict confidentiality and accurate reporting, demonstrating professionalism.
- Supported safe boarding of children and school students, minimising accident risks.
- Ensured vehicle cleanliness for enhanced passenger comfort throughout journeys.
- Monitored onboard behaviour to promote secure travelling environment.
Assistant Manager
Akhomes Ltd
2024.10 - Current
- Oversaw guest experience, managing check-ins, queries, and issue resolution to ensure satisfaction.
- Streamlined operational processes by managing bookings, payments, and records with accuracy.
- Coordinated property maintenance and cleaning schedules to comply with safety and quality standards.
- Delegated tasks effectively among staff to alleviate workload pressures.
- Facilitated meetings addressing team issues to enhance collaboration and performance.
- Maintained organised workspace, promoting productivity and efficiency.
- Developed leadership and organisational skills through supervision and team coordination.
- Handled customer queries promptly, boosting overall satisfaction.
Customer Operations Associate
Firstsource Solutions
Middlesbrough, Middlesbrough
2018.01 - 2024.10
- Resolved over 50,000 queries, demonstrating problem-solving expertise.
- Streamlined communication with customers, enhancing understanding of needs.
- Managed high volume of inbound calls to ensure swift response times.
- Facilitated positive customer experiences through attentive service.
- Assisted in training new staff members, fostering supportive work environment.
- Promoted positive company image by resolving conflicts respectfully.
- Increased client trust by providing accurate product information promptly.
- Fulfilled administrative duties as required, such as filing and copying documents.
Marketing & Administrative Assistant
Aapna Services
Middlesbrough, Middlesbrough
2018.01 - 2019.01
- Developed engaging marketing content and digital materials to drive business growth.
- Streamlined administrative processes, enhancing workplace efficiency.
- Managed filing, records, invoicing, and payroll support to ensure accuracy.
- Performed bookkeeping tasks including invoicing and expense tracking.
- Facilitated internal communication to improve team collaboration.
- Enhanced front-desk operations, fostering strong interpersonal skills.
- Interacted professionally with clients, delivering outstanding service consistently.
- Assisted with budget preparations for effective financial planning.
Education
BSc - Computer & Digital Forensics
Teesside University
Teesside 2020.09 - 2023.06
MSc - IT Project Management
Teesside University
Teesside 2023.09 - 2024.09
Level 5 - Health & Social Care Management
London School of International Business
LondonSkills
- IT Project Management
- Microsoft Office 365
- Process Improvement
- Stakeholder Engagement
- Customer Service
- Conflict & Behaviour Management
- Communication (Written & Verbal)
- Team Collaboration & Time Management
Additional Achievement
- Combat Sports Training (4 Years+)
- Undertook two years of Brazilian Jiu-Jitsu training, followed by two years of boxing, developing discipline, resilience, and the ability to remain calm under pressure. Brazilian Jiu-Jitsu emphasised continuous learning, adaptability, and problem-solving in unpredictable situations, while boxing strengthened focus, consistency, and mental toughness. Together, these experiences built strong habits of structured practice, accountability, and performance in high-pressure environments.
Timeline
Passenger Support Specialist
Hello Cooper Ltd
2025.07 - 2026.01
Assistant Manager
Akhomes Ltd
2024.10 - Current
MSc - IT Project Management
Teesside University
2023.09 - 2024.09
BSc - Computer & Digital Forensics
Teesside University
2020.09 - 2023.06
Customer Operations Associate
Firstsource Solutions
2018.01 - 2024.10
Marketing & Administrative Assistant
Aapna Services
2018.01 - 2019.01
Level 5 - Health & Social Care Management
London School of International Business