Nisha Sharma

I have been working as a Service Line 2 Qualified Customer Service Advisor at Diligenta UK Ltd and handle complex customer queries regarding various financial products, including lifetime mortgages, annuities, tax-related matters, and pensions. I provide accurate information, resolve customer issues, and ensure compliance with financial regulations while delivering excellent customer service.

• Handle inbound and outbound calls from customers, financial advisors, and third-party representatives.
• Provide expert guidance on lifetime mortgages, annuities, pensions, and tax-related queries.
• Address complex and escalated customer concerns, ensuring clear explanations and resolutions.
• Maintain a professional, empathetic, and customer-focused approach.

Offer in-depth knowledge of financial products such as:

• Lifetime Mortgages – Explain policies, interest rates, and repayment options.
• Annuities – Assist with policy queries, payment schedules, and beneficiary information.
• Tax-Related Work – Provide guidance on tax implications for pensions and annuities.
• Pension Services – Support customers with withdrawals, transfers, and pension forecasts.
• Ensure all advice and information provided adheres to FCA (Financial Conduct Authority) and HMRC regulations.
• Conduct security checks to verify customer identity before discussing financial details.
• Follow GDPR guidelines when handling sensitive customer data.
• Log and escalate any potential complaints, fraud concerns, or vulnerable customer situations as per company policy.
• Take ownership of customer cases and follow up until resolution.
• Escalate high-priority cases to specialist teams when necessary.
• Proactively identify trends in customer queries and suggest process improvements.

As an Optical Assistant at Boots Opticians, My role was a combination of customer service, sales, administrative tasks, and clinical support. I was responsible for ensuring that customers receive excellent service, assisting in eye care procedures, and helping with the smooth running of the opticians’ practice.

• Greet customers warmly and provide a friendly, professional service.
• Assist customers in selecting frames and lenses based on their prescription, style preferences, and budget.
• Offer expert advice on lens options, coatings, and other optical products.
• Conduct pre-screening tests before the optometrist’s examination, such as: Autorefractor tests (to estimate prescription)
  Tonometry (eye pressure test for glaucoma)
  Visual field testing, Digital retinal photography
• Ensure pre-screening equipment is maintained and cleaned.
• Explain procedures to customers to ensure they feel comfortable.
• Book, manage, and confirm eye test appointments.
• Process NHS and private prescriptions accurately.
• Maintain and update customer records in the system.
• Handle NHS paperwork, vouchers, and claims.

My role involved supporting pharmacists, assisting customers with healthcare needs, and ensuring the smooth operation of the pharmacy. I provided advice on over-the-counter medicines, assist with prescriptions, and maintained high standards of customer service and compliance.

Main Responsibilities:

• Greet customers and provide friendly, professional service.
• Assist customers in selecting suitable over-the-counter (OTC) medications and healthcare products.
• Offer advice on minor ailments, vitamins, supplements, and personal care items.
• Process and manage NHS and private prescriptions, ensuring accuracy and compliance.
• Provide information to patients about dosage, storage, and potential side effects of their medications.
• Help customers with prescription collection and repeat prescription requests.
• Promote Boots' healthcare services, including weight management and travel vaccinations.
• Assist with health promotions and wellness campaigns in-store.
• Follow health and safety guidelines within the pharmacy.
• Maintain strict confidentiality of patient information (GDPR compliance).
• Ensure all Standard Operating Procedures (SOPs) are followed.
• Adhere to NHS and Boots Pharmacy regulations regarding medication sales.

I worked as a Quality Control Assistant at Restore Ltd (formerly Cintas), your role focuses on ensuring that company products, services, and processes meet industry standards and customer expectations. You will be responsible for conducting inspections, identifying defects, maintaining compliance, and improving quality control procedures.

Main Responsibilities:

• Conduct quality checks on products, materials, or services to ensure they meet company standards.
• Identify defects, inconsistencies, or deviations in products and report findings.
• Use measurement tools and testing equipment to assess product quality.
• Assist in random and routine inspections throughout production or service processes.
• Ensure that all processes adhere to ISO, industry, and company quality standards.
• Maintain compliance with health & safety regulations, environmental policies, and workplace guidelines.
• Follow and enforce Standard Operating Procedures (SOPs) to maintain quality consistency.
• Support internal and external audits by providing quality documentation and records.
• Document inspection results, defects, and process improvements in quality control reports.
• Maintain accurate records of testing procedures and compliance checks.
• Work with managers and supervisors to recommend corrective actions for quality failures.
• Identify recurring quality issues and suggest process improvements.
• Work with production teams to reduce errors, waste, and inefficiencies.

• I headed a team of 6-7 financial advisors and responsible for generating revenue by providing advise on financial products
• As a team we were involved interacting with customers over phone and face to face, generating leads for insurance policies
• Advising the best investment plans to customers in mutual funds/Insurance policies
• Generating revenue by sales of Insurance policies and other financial products