Nabikha Hafeez
Coventry
Summary
Seasoned professional with focus on resolving customer complaints and improving satisfaction. Excellent at identifying root causes, implementing effective solutions, and enhancing customer experience. Adept at maintaining calm under pressure and building positive client relationships.
Overview
7
7
years of professional experience
Work history
Bureau Analyst
Equity Energies
01.2023 - 07.2025
- Auditing and validating all clients energy bills ensuring accuracy and compliance with clients contracts and data.
- Maintaining Salesforce deliverables for each month by monitoring performance and updating systems with accurate information for all stakeholders to view.
- Communicating with all stakeholders at every level whether in-house or clients with potential risks or delays in milestones being met and making sure everyone is in the loop on performance timeline.
- Preparing and presenting monthly performance packs to clients to review and address any issues. Taking lead and initiative with all incoming queries, resolving issues from start to end.
- Training all new starters on processes and best practices to ensure a smooth start into the company.
- Liaised effectively with clients throughout the investigation process, maintaining goodwill and trust.
- Managed sensitive information confidentially as part of daily duties; maintained integrity at all times.
- Maintained high standards of service for customers with prompt resolution of issues.
Workforce Scheduling Analyst
Shell Energy
01.2022 - 04.2024
- Optimized performance by effectively developing and managing crew schedules while adhering to contractual restrictions for both in-house UK based colleagues as well as offshore.
- Took lead with process improvements to ensure my team and the business were continuously improving and working more efficiently. Collaborated closely with the wider business and other teams/departments.
- Maintained relationships with at all stakeholder levels by owning weekly catch up sessions.
- Responsible for headcount management including forecasts and training gaps in a fast-paced environment.
Workforce Planning Admin
Shell Energy
01.2021 - 12.2021
- Maintained the Planning inbox for the company and resolved all incoming issues whilst being empathetic within a 24 hour SLA. I investigated all service problems urgently to identify the root cause and find the best solution.
- Responsible for organising and rescheduling team/department meetings as well as training/apprenticeship programmes and events. Communicating daily with both internal and external stakeholders with rearrangements.
- I was solely responsible for organizing and updating internal databases to ensure everything was up to date and readily available for all clients. This included any internal changes and onboarding new starters.
- Balanced workload with competing priorities in an ever changing, fast paced customer operation environment.
Data Analyst / Customer Support Analyst
Shell Energy
02.2018 - 12.2020
- Managed customer queries via phone/email/webchat. I always tried to go above and beyond with every interaction by providing helpful service information after carefully listening to concerns.
- Managed customers direct debits based on their credit/debit and other financial commitments after making a fair decision based on open discussions about their financial circumstances.
- Dealt with escalations that were coming through via other teams within the business and promptly investigated to ensure SLA targets were being met.
- Analyzed data sets to provide insightful suggestions and reports to management and department leads to push continuous improvement for both internal and external teams.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Suggested improvements in customer interaction scripts which led to more efficient communication during complaint handling.
- Identified recurring complaints, prompting process improvement initiatives within the organisation.
- Proposed changes in existing procedures which resulted in decreased number of unresolved cases over time.
Education
GCSEs - English, Maths
Sidney Stringer Academy
BSc - Psychology
University of Warwick
Skills
- Organizational skills
- Time Management
- Resource Management
- Continuous Improvement
- Problem Solving
- Conflict Resolution
- Interpersonal skills
- Communication (verbal and written)
- Administration
- Stakeholder Management
- Customer Service
- IT skills
- Complaints investigation procedures
- Financial understanding
Timeline
Bureau Analyst
Equity Energies
01.2023 - 07.2025
Workforce Scheduling Analyst
Shell Energy
01.2022 - 04.2024
Workforce Planning Admin
Shell Energy
01.2021 - 12.2021
Data Analyst / Customer Support Analyst
Shell Energy
02.2018 - 12.2020
GCSEs - English, Maths
Sidney Stringer Academy
BSc - Psychology
University of Warwick
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