Husna Begum
Summary
As a determined and diligent individual, I am impelled to drive businesses to the forefront of the community. My imaginative ability enables me to engage with clients and customers in the most challenging of situations with tact and diplomacy. My previous roles have equipped me with the instinct to adapt with both empathy and adeptness to build greater rapport with challenging customers.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work history
Customer Services Team Leader
Tesco Superstore
London, Barkingside, Ilford
08.2024 - Current
- Leading a staff of 70 colleagues on my team and overseeing shift patterns. Managing employee requests and transgressions through mediation strategies.
- A proven ability to manage high volumes of complaints at one of the largest retailers in the UK.
- Adept at problem solving, with negotiation skills that drives customer loyalty.
- Support and investigate all aspects of complaints and resolutions relating to customer services in a calm md professional demeanour.
- Promote better customer experiences and fair outcomes in accordance to company policies and elevate their reputation and community relations.
- Communicate complaints outcomes through liaison with senior management.
- Responsible for ensuring all colleagues comply with training and legal policies set out by the company.
- Report all incidents of theft, assaults and fuel drive offs via the Channels Reporting system and logging police reports where necessary.
- Responsible for secure handling of cash flows within the cash vaults.
Shift Leader/ Duty Manager
Tesco Superstore
London, Barkingside, Ilford
12.2023 - 08.2024
- Oversaw the operational aspects during designated shifts for over 90 colleagues.
- Through leadership, I ensured smooth workloads where colleagues adhered to protocols and policies contributing significantly to organisational success.
- Ensured compliance with legal audit checks with store opening/ closures processes. identified and reported all faults/ gaps in audit failures.
- Responsible for training new colleagues on specific tasks and processes.
- Upheld confidentiality and protocols as a note taker during disciplinary reviews, performance and absence review meetings.
Stock Control
Tesco Superstore
London, Barkingside/ Ilford
03.2022 - 12.2023
- Ensured the company's stock levels met the business needs and footfalls of the customers. Oversaw the PRS percentages for inventory of food surplus and shrink reports.
- Implemented secure record keeping for 3 departments to ensure better transparency and accountability.
- Ensured colleagues received training to uphold theses standards of due diligence.
- Maintained stock levels and managed quantity purchases to ensure correct replenishment of inventory.
- Reported all discrepancies for inventory audits through records of invoices and inputting data to confirm counts.
Behavioural SEN Learning Support Assistant
Churchfiled's Infants School
London , South Woodford, Essex
09.2020 - 03.2022
- Supported pupils with extreme behavioural and cognitive challenges and disabilities.
- Worked with groups of pupils with varying degrees of disabilities to reinforce learning of the curriculum or skill outlined in their IEP/ behaviour support plan.
- Used my knowledge of the national curriculum to adapt available resources and appropriate materials to modify the criteria to meet IEP targets.
- Attended extensive review meetings with parents/ carers and multi agency professionals involved in pupils' EHCP.
- Built solid rapport and skills to communicate with challenging and non verbal pupils and their carers.
Behavioural SEN LSA
Thomas Arnold Primary School
London, Barking and Dagenham
02.2019 - 07.2020
Behavioural SEN LSA
Manor Junior School
London, Barking and Dagenham
09.2014 - 01.2019
Education
NVQ Level 2 Supporting and Teaching in education - Teaching in primary schools
Barking college
London, United Kingdom 09.2015 - 07.2016
NVQ Level 2 - Health and Social Care Level 3
Lewisham College
London 09.1999 - 07.2000
Skills
- Disputes and resolutions handling
- Ensuring customer satisfaction and retention strategies
- Advanced communication and building client rapport
- Team coordination and performance evaluation
- On career progression route for management
Languages
English
Fluent
Bengali (Sylheti)
Fluent
Timeline
Customer Services Team Leader
Tesco Superstore
08.2024 - Current
Shift Leader/ Duty Manager
Tesco Superstore
12.2023 - 08.2024
Stock Control
Tesco Superstore
03.2022 - 12.2023
Behavioural SEN Learning Support Assistant
Churchfiled's Infants School
09.2020 - 03.2022
Behavioural SEN LSA
Thomas Arnold Primary School
02.2019 - 07.2020
NVQ Level 2 Supporting and Teaching in education - Teaching in primary schools
Barking college
09.2015 - 07.2016
Behavioural SEN LSA
Manor Junior School
09.2014 - 01.2019
NVQ Level 2 - Health and Social Care Level 3
Lewisham College
09.1999 - 07.2000
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