Nalia Uda
London
Summary
Project-focused operations and client management professional with 7+ years’ experience supporting delivery across complex, multi-stakeholder environments. Proven ability to manage large volumes of data, produce insight-driven reports, and coordinate activities to meet strict deadlines. Strong track record of improving processes, maintaining data integrity, and supporting programme delivery through effective stakeholder engagement. Advanced user of CRM systems (Salesforce, Dynamics 365) and Microsoft 365 tools, with experience translating data into actionable insights to support decision-making.
Overview
19
19
years of professional experience
Work history
Client Relationship Manager
Dr Scent
London
2025.01 - 2026.05
- Supported delivery of operational objectives by coordinating client activities, tracking performance metrics, and ensuring timely execution of tasks.
- Managed and analysed client data to produce performance reports, enabling data-driven decision-making and service improvements.
- Identified and resolved complex issues, preventing service disruption and maintaining delivery against agreed standards.
- Improved internal workflows, reducing response times and enhancing operational efficiency.
- Coordinated cross-functional teams to ensure consistent service delivery across multiple stakeholders.
- Delivered structured updates and reports to senior stakeholders, supporting oversight and performance monitoring.
Client Relationship Manager
CIBT Visas / Newland Chase
London
2022.01 - 2024.08
- Managed high-volume client portfolios, ensuring all activities were delivered within agreed timelines and service levels.
- Maintained data integrity across CRM systems, producing regular reports and tracking performance against KPIs.
- Coordinated onboarding projects, ensuring all tasks were completed within defined timelines and requirements.
- Identified risks and service gaps, implementing mitigation actions to improve delivery outcomes.
- Delivered stakeholder communications and performance updates, ensuring alignment across teams.
- Supported continuous improvement initiatives, enhancing efficiency and reducing escalations.
Immigration Account Manager
Alfa Mobility
Stockholm , Sweden
2018.06 - 2021.12
- Managed end-to-end case workflows, ensuring delivery within strict regulatory and time constraints.
- Analysed case data to support reporting and improve operational performance.
- Coordinated multiple stakeholders (clients, legal teams, authorities) to ensure timely case progression.
- Conducted risk assessments and implemented compliance improvements, reducing errors and delays.
- Developed process improvements that increased efficiency by up to 40%.
- Produced structured documentation and reports to support compliance and audit requirements.
Immigration Consultant
Human Entrance
Stockholm, Sweden
2016.07 - 2018.05
- Managed end-to-end delivery of high-volume casework across multiple jurisdictions, ensuring completion within strict regulatory deadlines and service level agreements.
- Coordinated with internal teams, external stakeholders, and government authorities to progress cases efficiently, acting as the primary liaison and ensuring timely resolution of issues.
- Maintained and monitored large volumes of case data, ensuring accuracy, compliance, and integrity across systems and reports.
- Identified risks and potential delays in case processing, proactively escalating issues and implementing mitigation actions to maintain delivery timelines.
- Analysed complex regulatory requirements and translated them into clear, actionable processes to support consistent and compliant service delivery.
- Delivered process improvement initiatives, increasing operational efficiency by 40% and reducing case processing time by 25%.
- Managed workloads across 200+ concurrent cases, prioritising effectively to meet competing deadlines in a fast-paced environment.
- Produced structured reports and updates for stakeholders, supporting visibility of progress, performance, and risks.
- Ensured full compliance with EU regulatory frameworks through detailed case assessment, documentation control, and quality assurance processes.
- Developed and delivered training and presentations to support knowledge sharing and improve team capability.
- Managed financial elements including billing, invoicing, and reconciliation, ensuring accuracy and alignment with contractual requirements.
Client Relationship Representative
National Bank Of Dubai
Dubai
2007.01 - 2016.07
- Managed client portfolios and supported delivery of financial services within regulated environments.
- Conducted data analysis and risk assessments to support decision-making and compliance.
- Coordinated service delivery activities, ensuring adherence to deadlines and quality standards.
- Improved service efficiency through process optimisation, reducing turnaround times by 25%.
Education
Associate of Science - Computer Science
Liwa University
UAESkills
- Project Coordination & Delivery Support
- Data Management, Reporting & Analysis
- Stakeholder Engagement (Senior/Internal/External)
- Risk & Issue Identification and Escalation
- Process Improvement & Operational Efficiency
- CRM Systems (Salesforce, Dynamics 365)
- Microsoft Excel, PowerPoint, SharePoint
- Performance Reporting & KPI Tracking
- Working to Deadlines in Fast-Paced Environments
- Cross-functional Collaboration
Project & Operational Delivery Experience
- Coordinated delivery of multiple concurrent workstreams, ensuring activities were completed to agreed timelines and quality standards.
- Managed large datasets within CRM systems, maintaining data accuracy and producing regular reports to support performance tracking and decision-making.
- Identified operational risks and service issues, escalating appropriately and implementing corrective actions to maintain delivery standards.
- Supported reporting processes through analysis of client and operational data, identifying trends and areas for improvement.
- Contributed to process optimisation initiatives, improving efficiency and reducing turnaround times by up to 40%.
- Produced structured reports and presentations for senior stakeholders, supporting project visibility and governance.
- Maintained accurate records and documentation to ensure compliance with audit and operational requirements.
Affiliations
- Travel
- Roller skating
Systems & Tools
- Salesforce
- Microsoft Dynamics 365
- Microsoft Excel (data analysis, reporting)
- PowerPoint (presentations, reporting packs)
- SharePoint
- Case Management & CRM Systems
Languages
English (Fluent)
Swedish (Fluent)
Arabic (Native)
Timeline
Client Relationship Manager
Dr Scent
2025.01 - 2026.05
Client Relationship Manager
CIBT Visas / Newland Chase
2022.01 - 2024.08
Immigration Account Manager
Alfa Mobility
2018.06 - 2021.12
Immigration Consultant
Human Entrance
2016.07 - 2018.05
Client Relationship Representative
National Bank Of Dubai
2007.01 - 2016.07
Associate of Science - Computer Science
Liwa University