Omar Soliman

• Administering operational cash
• De-escalation and managing conflict
• Responding to service user request; Complaints, Medical and interpreter requests
• Reporting breaches of T&Cs e.g., Antisocial behaviour
• Reporting any property faults identified
• Working with transportation teams to ensure service users are available for dispersal, relocation, and other transport activities
• Conducted needs assessments to identify potential improvements in housing provisions.
• Improved tenant retention through proactive engagement strategies aimed at addressing concerns before they escalated into larger issues.
• Developed strong partnerships with social services organisations to assist vulnerable tenants effectively.
• Facilitated resident meetings, leading to better communication and understanding between tenants and management.
• Advised tenants on their rights and responsibilities fostering mutual respect between landlords and occupants.
• Contributed to policy reviews that resulted in more inclusive criteria for social housing allocation.
• Improved housing standards with regular property inspections and maintenance coordination.
• Coordinated relocation plans for affected residents during renovation projects, minimising inconvenience.
• Delivered training sessions on housing regulations to new staff members ensuring consistent service delivery.
• Managed rent arrears cases, helping tenants devise repayment plans thus reducing overall debt levels in properties managed.
• Fostered positive relationships with local agencies for improved community engagement.
• Handled eviction proceedings within legal guidelines; ensuring fair treatment of all parties involved.
• Assisted in the development of neighbourhood initiatives promoting harmony amongst residents.
• Ensured compliance with health and safety regulations across all properties, contributing to a safer living environment for tenants.
• Promoted tenant participation in decision-making processes enhancing sense of community ownership.
• Provided advice on welfare benefits facilitating increased financial stability for residents.
• Assessed suitability of applicants for social housing reducing instances of tenancy failures.
• Mediated disputes between tenants, resulting in a peaceful living environment.
• Advised and assisted tenants with housing matters and queries.
• Minimised conflict when handling complaints and communications in stressful situations.
• Developed productive relationships with customers by delivering professional and courteous service.
• Worked with income recovery team to resolve breaches of tenancies in line with established procedure.
• Conducted periodic visits, reporting issues and incidents in line with procedure.
• Maintained impeccable condition of properties, monitoring delivery of reactive repairs to deliver high standard of housing in line with laws and regulations.
• Delivered reliable housing management service for [Number] rented properties across [Location].
• Maintained robust complaint management system to help boost tenant satisfaction.
• Used active listening and communication skills to improve tenant satisfaction and help reduce tenant turnover.
• Kept organised and up-to-date files to document management of [Number] properties.
• Aided income department to minimise rent arrears and former tenant debt.
• Owned timely completion of activities involving rent management, property maintenance and community development.
• Consistently met occupancy targets by facilitating property lettings and refurbishment.
• Advised tenants of available options to facilitate informed decision-making at tenancy end.
• Assisted with clerical tasks to aid report production and data management.
• Implemented changes to rent collection procedures, helping to reduce rent arrears.
• Updated enforcement methods to achieve significant reduction of repeat offences.
• Identified solutions to tackle problems with estate management.
• Established working relationships with other service providers, boards and funding bodies to discuss solutions to tackle industry problems.
• Optimised daily operations, making amendments to keep up with changing priorities.
• Upheld stringent policies, procedures to maintain consistent workplace standards.
• Coordinated services by cooperating with other health and welfare service providers, improving offerings to service users.
• Created and monitored strategic KPIs, analysing data to fuel changes to promote organisational progress.
• Represented organisation's value and mission statement at conventions, seminars and other events.
• Directed administrative activities to maintain robust reporting and document management standards.
• Evaluated resources devoted to provision of social services to gain realistic picture of daily operations and identify weaknesses.
• Maintained expenditure reports detailing breakdown of costs spent on supplies, equipment and services.
• Promoted ethical work practices to provide person-centred service exceeding regulatory responsibilities.
• Fought for organisational interests in high-level negotiations with external bodies and partners.
• Monitored individual and team performance, implementing targeted support to drive improvement.
• Oversaw efficient use of resources through strategic planning to help reduce costs.
• Planned budgets strategically, allocating funds to achieve maximum ROI.
• Designed and implemented overall strategy to inform organisational decision-making.
• Drafted reports on housing conditions which led to significant improvements in property maintenance procedures.
• Enhanced tenant satisfaction by providing timely and effective resolution of housing issues.
• Controlled expenditure to cut costs and achieve financial targets.

• Company Overview: BT Contract
• Supporting new and existing customers during their process by contract and recontract them with BT products and services
• Customer service role with sales and upgrade BT targets
• Using technology as the key tool to help resolve customers’ issues
• Navigating multiple platforms, apps and systems simultaneously
• BT Contract

• Company Overview: Freelance
• Speak to clients to understand their needs
• Write proposals, describing how research will be carried out
• Advise researchers about survey methods and design
• Check the quality of the data collected
• Analyse the data using statistical software programs and computer models
• Present results in a useful way, through talks, written reports, graphs and tables
• Explain findings to market research executives
• Freelance

• Company Overview: Nottingham
• Researching for appropriate supervisors at Universities in the UK
• Communicate with potential research students
• Keep accurate notes and student records relating to the students
• Lassie between the potential academic supervisor and the potential student
• Analyze their documents and research proposal and provide advice accordingly
• Nottingham

• Supporting and encouraging people to manage their own domestic responsibilities
• Assisting with their personal care
• Helping people to get food and prescription
• Updating computer database and records
• Supporting people to access community facilities
• Reporting problem to manager

• Company Overview: Google Contract
• Help fellow Agents work on reaching Csat targets
• Help fellow Agents with calls regularly
• Shadowed new staff in training
• Worked with difficult complaints daily
• Trained Groups for technical support role
• Liaised directly between the customers, the repair centres
• Provided advice and care to customers with financial issues
• Google Contract

• Company Overview: Bristol
• Calling customers to explain the service / platform and encourage them to use it
• Coordinate the event with customers
• Manage logistics and security
• Set deadlines for teams and co-ordinate post-event operations
• Working with staff to ensure the completion of a successful event
• Bristol

· investigate and resolve customer complaints with varying degrees of complexity and know

• Collaborated with stakeholders to accurately resolve disputes within specified timeframe.
• Upheld high standards of customer service whilst dealing with challenging situations and individuals.

when to escalate complaints of a high degree of complexity and ambiguity.

· make pro-active outbound calls as necessary to obtain information from the customer to be

able to build a full case history

· engage and take ownership of the complaint putting in the customers shoes

· capture accurate information and details through the complaint handling process to allow

effective analysis of the complaint in a timely manner.

· maintain and manage individual tasks on a daily basis to ensure that complaint related tasks

are dealt with effectively and within relevant timescales.

· Clearly communicate requirements to other business areas when information is required to

resolve complain

• Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
• Escalated serious cases to higher management for immediate action.
• Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
• Facilitated team training sessions to enhance complaint handling skills amongst colleagues.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Communicated with customers politely, promptly and professionally.
• Clarified complaints to fully understand customer issues.
• Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.

• Company Overview: Poole
• Provide customer support via multiple touch points
• Accurately log customer and product information into our system
• Proactively develop skills and knowledge through effective use of systems
• Maintain a high standard in personal KPI targets as defined
• Resolve end customer issues
• Poole

• Maintained high standards of teaching whilst dealing with large lecture classes.
• Fostered a collaborative classroom atmosphere by encouraging group projects and teamwork exercises.
• Achieved improved student engagement with incorporation of technology into lessons.
• Developed curriculum for the new course in International Business, improving academic offerings.
• Conducted research in modern business practices, contributing to academic literature and course content.
• Coordinated with colleagues to organise inter-departmental seminars, enhancing inter-disciplinary learning opportunities for students.
• Advised students during office hours, ensuring their academic success.
• Participated actively in faculty meetings, contributing to departmental decisions and policies.
• Promoted diversity within the curriculum; ensured representation of different cultural perspectives in course content.
• Assisted students in securing internships; facilitated their practical understanding of business principles.
• Ensured compliance with university regulations whilst grading examinations and assignments.
• Guided students on research projects, fostering independent thought and initiative.
• Increased awareness about ethical business practices through dedicated seminars and workshops.
• Enhanced student understanding by delivering comprehensive lectures on various business topics.
• Produced enhanced learning environment through use of multimedia resources.
• Contributed positively towards the department's reputation by presenting papers at international conferences.
• Established connections with local businesses for guest lectures, providing real-world insights for students.
• Streamlined assessment process by developing innovative evaluation methods like case studies and simulations.
• Facilitated interactive discussions to promote critical thinking amongst students.
• Advised students on academic and related matters, offering continuous support and constructive feedback.
• Contributed to department and faculty meetings to continuously assess and improve internal practices.
• Tutored students struggling with material, improving understanding and academic performance.
• Administered examinations, assessed results and issued fair grades.
• Presented at industry-leading conferences and seminars to share research.