Najma mohamed
Manchester,Lancashire
Summary
Professional and adaptable customer service specialist with over 15 years experience supporting diverse individuals and delivering high-quality service in fast-paced environments. Skilled in clear verbal and written communication, active listening, and conflict resolution to achieve positive outcomes while maintaining professionalism. Experienced in handling sensitive information with discretion and accuracy, ensuring compliance with policies and procedures. Recognised for resilience under pressure, strong attention to detail, and the ability to work collaboratively to meet organisational objectives. Committed to upholding the highest standards of service, integrity, and confidentiality in all interactions.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work history
Sales Executive
Vodafone UK
Manchester, Lancashire
12.2024 - Current
- Delivered excellent customer service by providing tailored advice on Vodafone products, services, and tariffs to meet individual customer needs.
- Consistently achieved and exceeded personal and store sales targets, contributing to overall branch performance.
- Supported customers with mobile device setup, troubleshooting, and account queries, ensuring a smooth onboarding and after-sales experience.
- Promoted new product launches, upgrades, and add-on services, increasing revenue and customer retention.
- Built strong customer relationships, developing trust and loyalty that encouraged repeat business and referrals.
- Handled transactions accurately, including contracts, billing, and payment processing, in line with company policies.
- Maintained up-to-date knowledge of the latest mobile devices, network plans, and competitor offerings to provide informed recommendations.
- Collaborated with team members to drive sales campaigns, share best practices, and achieve store-wide goals.
- Resolved customer complaints effectively and professionally, safeguarding Vodafone's reputation and ensuring customer satisfaction
Customer Operative
Department of Work & Pensions
Manchester, Lancashire
11.2023 - 12.2024
- Provide assistance to Universal Credit claimants via phone by answer questions and explain the application process, eligibility criteria, and benefits entitlements.
- Resolve customer queries and issues, offering clear and accurate advice regarding claims, payments, and any related processes.
- Assist customers in making applications for Universal Credit, guiding them through the process step-by-step.
- Help clients to update or manage their claims, including reporting changes in circumstances, job status, or family situation.
- Support clients in using online portals and digital systems to manage their claims effectively.
- Maintain accurate and up-to-date records of customer interactions, ensuring compliance with data protection regulations.
- Investigate and resolve complex customer issues, referring them to other departments or escalating when necessary.
- Address any issues related to payments, work capability assessments, or housing support.
- Monitor claims for any fraudulent activity or discrepancies, and escalate when necessary.
Service Representative
PayStream Accountancy Service
Manchester, Lancashire
09.2021 - 11.2022
- Delivered high-quality customer support to contractors and clients via phone and email, resolving accountancy and payroll queries promptly and accurately.
- Guided new clients through the onboarding process, ensuring smooth setup and compliance with HMRC and company requirements.
- Managed a high volume of inbound enquiries, consistently meeting service level targets while maintaining attention to detail and professionalism.
- Explained complex umbrella/accountancy processes in a clear and accessible way, tailoring communication to clients with varying levels of financial knowledge.
- Maintained accurate records on internal CRM systems, ensuring GDPR and compliance standards were upheld.
- Investigated and resolved issues related to timesheets, payments, and deductions, escalating to specialist teams where necessary.
- Built and maintained strong relationships with clients, supporting long-term retention and contributing to PayStream's Customer Service Excellence accreditation.
- Worked collaboratively with payroll, compliance, and account management teams to deliver seamless client service.
- Supported continuous improvement by providing feedback on processes and suggesting practical solutions to enhance efficiency.
- Demonstrated resilience and problem-solving skills when handling challenging or sensitive customer situations.
- Carried out day-to-day duties accurately and efficiently.
Sales Assistant
Primark, Selfridge Store
Manchester, Lancashire
09.2017 - 11.2022
- Delivered outstanding customer service by assisting shoppers with queries, product selection, and fitting room needs.
- Handled transactions at the till, including cash, card, and refunds, ensuring accuracy and efficiency.
- Replenished stock on the shop floor, maintained displays, and ensured merchandise was presented according to company standards.
- Supported fitting room operations by managing garment counts, maintaining cleanliness, and assisting customers.
- Worked as part of a team to meet daily sales targets and KPIs.
- Assisted with stock deliveries, unpacking, and organizing merchandise in back-of-house storage.
- Monitored shop floor standards, including tidiness, product availability, and signage compliance.
- Ensured compliance with health & safety and loss prevention policies.
- Provided fast and friendly service during peak trading hours (e.g., weekends, holidays, sales events).
- Supported visual merchandising changes to reflect promotions and seasonal trends.
Education
Diploma of Higher Education -
Trafford College
Stretford 09.2006 - 06.2008
GCSEs -
Whalley Range High School
Manchester 09.2001 - 06.2006
Bachelor of Arts - Education
University of East London
London 09.2013 - 06.2016
Skills
- Excellent verbal and written communication
- Interpersonal rapport building
- Problem-solving
- Conflict resolution
- Resilience under pressure
- Multidisciplinary teamwork and collaboration
- Time management and organisational
- Adaptability and flexibility
Timeline
Sales Executive
Vodafone UK
12.2024 - Current
Customer Operative
Department of Work & Pensions
11.2023 - 12.2024
Service Representative
PayStream Accountancy Service
09.2021 - 11.2022
Sales Assistant
Primark, Selfridge Store
09.2017 - 11.2022
Bachelor of Arts - Education
University of East London
09.2013 - 06.2016
Diploma of Higher Education -
Trafford College
09.2006 - 06.2008
GCSEs -
Whalley Range High School
09.2001 - 06.2006
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