Maryam Ahmed
Summary
Investigations and complaints resolution specialist with 5+ years’ experience in regulatory, legal, and administrative environments. Proven ability to manage complex complaints end-to-end, conduct evidence-based investigations, and deliver fair and timely outcomes. Skilled at balancing customer care with regulatory compliance, while maintaining professionalism in sensitive and high-pressure situations.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Casework Administrator
Nakudu Law Partners
09.2023 - Current
- Act as first point of contact for clients, stakeholders, and the public, managing queries and complaints with clarity and professionalism.
- Support solicitors by drafting reports, case summaries, and memoranda, contributing to accurate and timely case outcomes.
- Monitor case progression and identified urgent matters, ensuring compliance with firm protocols and deadlines.
- Organise and maintain detailed case files for over 100+ active matters ensuring that sensitive information is safeguarded appropriately.
Complaints Investigations Officer
Architects Registration Board (ARB)
07.2019 - 07.2022
- Independently managed 180+ complaints, from initial assessment through to resolution, under ARB’s statutory powers and Code of Conduct.
- Produced detailed complaint assessments and evidence bundles, ensuring impartiality and clarity in decision-making.
- Drafted investigation reports, press releases, and formal correspondence, ensuring stakeholders understood outcomes.
- Facilitated professional conduct hearings by coordinating parties, scheduling, and preparing case materials.
- Consistently achieved KPIs for case resolution while supporting colleagues and contributing to process improvements.
Temporary Administrative Assistant
London Block Management
04.2019 - 06.2019
- Acted as first point of contact for tenants, landlords, and contractors, resolving queries efficiently.
- Maintained accurate records of tenancy, maintenance, and complaints, streamlining workflows for property managers.
- Provided diary management for Directors and coordinated tenant viewings and staff meetings.
Education
Master of Science - Urban planning and Housing
University College London
09.2018 - 09.2019
Bachelor of Science - Business with Communications
University of Birmingham
Birmingham 09.2014 - 06.2018
Skills
- Complaint Investigation & Resolution
- Regulatory & Compliance Frameworks
- Evidence Review & Report Writing
- Data analysis
- Stakeholder Engagement & Communication
- Case Management Systems & Databases
- Time & Priority Management
- Team Collaboration & Cross-functional Support
Timeline
Casework Administrator
Nakudu Law Partners
09.2023 - Current
Complaints Investigations Officer
Architects Registration Board (ARB)
07.2019 - 07.2022
Temporary Administrative Assistant
London Block Management
04.2019 - 06.2019
Master of Science - Urban planning and Housing
University College London
09.2018 - 09.2019
Bachelor of Science - Business with Communications
University of Birmingham
09.2014 - 06.2018