Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic

Nancy Zolfakar

Greater Manchester ,Altrincham

Summary

Client-focused healthcare professional with over 4 years of experience in healthcare advising, mental health support, and customer success roles. Experienced in providing empathic, outcome-driven assistance in both in-person and remote settings. Proven ability to facilitate onboarding, establish strong client connections, and address complicated challenges using a psychologically informed manner. Passionate about applying psychological principles to increase client pleasure, engagement, and retention in dynamic, fast-paced industries such as healthtech and retail.

Overview

5
5
years of professional experience
1
1
Certification

Work history

Client Support Specialist/Health Care Specialist

Boots the Chemist
Greater Manchester, Altrincham
01.2024 - Current
  • Conducted one-on-one consultations, offering psychological support and health guidance to individuals.
  • Provide expert advice on healthcare products, including over-the-counter medications, supplements, and personal care items.
  • Advised on mental well-being strategies, including stress management and lifestyle interventions.
  • Assist in medication dispensing, ensuring accuracy and compliance with regulations.
  • Engaged in health promotion initiatives, advocating for holistic well-being and preventative care.
  • Developed an understanding of clinical environments and patient interactions, reinforcing compassionate communication skills.
  • Prepare patients for exams, assist during procedures, and provide post-care instructions as directed by medical staff.


Health Advisor

Boots the Chemist
Manchester , Altrincham
08.2023 - 12.2023
  • Served as the primary point of contact for clients needing healthcare advice, facilitating smooth onboarding and issue resolution.
  • Collaborated with pharmaceutical and retail teams to match customer requirements with service offers.
  • Provided psychoeducational support to customers, helping them make informed decisions about their health and well-being.
  • Assisted customers in making informed health choices.
  • Strengthened interpersonal and communication skills by delivering clear and empathetic guidance to diverse individuals.

Activity and workshop leader

Anglo UK
London
06.2023 - 07.2023


  • Maintained a safe and inclusive environment, adhering to safeguarding procedures to support vulnerable individuals.
  • Led engaging workshops and activities for diverse groups, fostering learning and development.
  • Ensured safeguarding protocols were followed to protect the well-being and safety of all participants.
  • Applied psychological techniques to encourage engagement, motivation, and confidence-building in participants.

Customer Care Advisor (Remote)

Sweaty Betty
London, Victoria
10.2020 - 05.2023


  • Built and maintained strong client relationships through active listening and tailored communication via online platforms, contributing to high customer satisfaction and retention.
  • Worked in a completely remote workplace, developed relationships with clients around the world and resolved their concerns.
  • Offered personalised recommendations based on customer needs, driving online sales and satisfaction.
  • Provided emotional support to customers, resolving concerns with a problem-solving and empathetic approach.
  • Maintained high service standards and team communication while interacting digitally using platforms such as GE, Clipper, Wix, and internal systems.
  • Complied with GDPR regulations to safeguard customer data and ensure privacy during all transactions and communications.

Volunteer Mentor

Reach Out
Greater Manchester
11.2022 - 03.2023
  • Mentored and supported young people, helping them develop key academic and life skills through one-on-one and group sessions.
  • Designed and delivered interventions to enhance cognitive, social, and emotional development.
  • Provided psychological and emotional support to young people, fostering resilience, self-esteem, and goal-setting.
  • Built strong relationships with mentees, providing guidance and motivation to achieve their full potential.
  • Nominated for the Community Impact Award at Manchester Metropolitan University for outstanding contributions to the local community and mentoring efforts.

NHS TEST AND TRACE

PRS
Greater Manchester
05.2020 - 12.2020


  • Provided crisis support and reassurance to individuals experiencing distress due to COVID-19 isolation and notify contacts, preventing the spread of COVID-19.
  • Managed sensitive data while ensuring confidentiality and compliance with GDPR

Education

Master of Science - Psychology in Mental Health and Wellbeing

University of Wolverhampton

Bachelor of Science - Psychology

Manchester Metropolitan University
Greater Manchester, UK

Skills

  • Customer satisfaction drive
  • Communication skills
  • Problem-solving
  • Multitasking capability
  • Customer focus
  • GDPR knowledge
  • Salesforce knowledge
  • Remote collaboration
  • Medical ethics understanding
  • 1st-line customer support
  • Team building
  • Live chat functionality
  • Patience management
  • Email correspondence
  • Ticketing system operation

Languages

Arabic, English
Native language

Certification

- Healthcare Specialist program certificate is equivalent to the following units of the Pharmacy National Occupational Standards (NOS) at RQF level 2/SCQF level 5

-Safeguarding Adults Level 2

-Safeguarding Children

-Resuscitation Paediatric Level 2

-Prevent Awareness Course

-Infection Prevention and Control

-Let’s Communicate Cancer

-Early Diagnosis and Prevention

-Domestic Abuse

Timeline

Client Support Specialist/Health Care Specialist

Boots the Chemist
01.2024 - Current

Health Advisor

Boots the Chemist
08.2023 - 12.2023

Activity and workshop leader

Anglo UK
06.2023 - 07.2023

Volunteer Mentor

Reach Out
11.2022 - 03.2023

Customer Care Advisor (Remote)

Sweaty Betty
10.2020 - 05.2023

NHS TEST AND TRACE

PRS
05.2020 - 12.2020

Master of Science - Psychology in Mental Health and Wellbeing

University of Wolverhampton

Bachelor of Science - Psychology

Manchester Metropolitan University

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