Jannat Khan
Birmingham
Summary
An conscientious and professional individual with invaluable experience across diverse roles within multiple industries. With a proven ability in customer service, complaint handling, business administration, supporting SLT and CEO's and freight imports.
Educated to degree level in Business and Management studies, achieving a 2:1 Bachelors degree. Many years experience within government and private sectors, including the charity sector, including freight forwarding.
Available within 4 weeks.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work History
Complaints specialist and Customer Service
Kitchen Magic
Birmingham
04.2024 - 03.2025
- Acted as first point of call for escalated customer complaints
- Investigated and resolved complex customer issues within company policies, legal rights
- Maintained accurate records of complaints, resolutions, and follow-up actions
- Analysed complaint trends to identify recurring issues and suggest improvements
- Ensured compliance with regulatory and industry standards in complaint handling
- Call handled and answered customer queries - over 30 calls a day
- Provided information about services, pricing, and processes
- Updated customers on project timelines and any changes
- Managed any issues related to delays, defects, or service concerns
Executive assistant
Zurich Wealth Management
Dubai, United Arab Emirates
06.2023 - 02.2024
- Managed and maintained office services – front and back office
- Organised calendars and complex dairies
- Managed inventory, replenished office materials
- Arranged travel, accommodation, transfers, and visas
- Managed sensitive data and information with discretion and confidentiality
- Organised CEOs social diary, events, dinners, large events, social gatherings
- Maintained internal and external correspondence via emails and telephone - over 10 calls a day
- Built and maintained client relationships
- Prepared statistics, presentations, reports, starter packs and letters
- Arranged and coordinated senior and staff meetings
- Wrote, edited, and reviewed confidential documents
Customer Service Team leader and Escalations Specialist
Nustone
Dubai, United Arab Emirates
02.2023 - 06.2023
- First point of contact for escalations and complaints
- Assisted customer service agents’ day to day
- Assisted recruitment, mentoring, and developing customer service agents
- Handled escalated customer calls
- Delegated customer service calls and emails
- Built and maintained customer relationships
- Monitored mailboxes for customer service and escalations
- Managed customer claims
- Supported improving internal operations
- Leveraged strong product and service knowledge to assist customers and resolve issues
- Compiled accurate customer feedback
- Implemented effective processes for customer service representatives to interact with customers via telephone, email, live chat
Imports Operator
Metro Shipping
Birmingham
02.2022 - 02.2023
Probation Officer Assistant
National Probation Service
Birmingham
12.2018 - 02.2022
Assistant Administrator and Personal Assistant
Orphans In Need
Birmingham
11.2014 - 12.2018
Customer Service Advisor
Hastings Direct
Leicester
02.2018 - 05.2018
Education
Bachelor’s Degree - Business and management
De Montfort University
Leicester 10.2015 - 01.2019
A-levels - Business studies, Sociology and Religious Studies
Small Health Sixth Form
Birmingham 09.2012 - 06.2015
GCSE’s - Including, English and Maths
Small Heath School
Birmingham 09.2007 - 07.2012
Skills
- Administration support
- Communication skills
- Customer Service
- Complaint and escalation resolution
- Verbal and written communication
- Back-office management
- Organisation and attention to detail
- Microsoft Office
- Claims handling
- Business administration
- Front desk management
- Adaptability
- Time Management
- Complaint analysis
References
References available upon request.
Timeline
Complaints specialist and Customer Service
Kitchen Magic
04.2024 - 03.2025
Executive assistant
Zurich Wealth Management
06.2023 - 02.2024
Customer Service Team leader and Escalations Specialist
Nustone
02.2023 - 06.2023
Imports Operator
Metro Shipping
02.2022 - 02.2023
Probation Officer Assistant
National Probation Service
12.2018 - 02.2022
Customer Service Advisor
Hastings Direct
02.2018 - 05.2018
Bachelor’s Degree - Business and management
De Montfort University
10.2015 - 01.2019
Assistant Administrator and Personal Assistant
Orphans In Need
11.2014 - 12.2018
A-levels - Business studies, Sociology and Religious Studies
Small Health Sixth Form
09.2012 - 06.2015
GCSE’s - Including, English and Maths
Small Heath School
09.2007 - 07.2012
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