Parhana Hussain
London,England
Summary
Housing and customer advocacy expert with over 12 years of experience in repairs, customer service, case management and resident engagement.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work history
Customer Advocate Case Management
Westminster City Council
London
2024.03 - 2025.08
- Achieved record closure of 3,617 cases, including 104 in one week.
- Delivered tailored case management to support vulnerable residents effectively.
- Coordinated repairs with contractors and internal teams to minimise delays.
- Escalated service gaps, resulting in quicker resolutions and increased accountability.
- Assisted with dispute resolution to facilitate smoother case proceedings.
- Managed complex caseloads, ensuring timely task completion.
- Strengthened interdepartmental cooperation through concise case status reports.
- Streamlined processes with innovative case management strategies.
Customer Service Advisor
Westminster City Council
London, England
2018.09 - 2024.03
- Handled over 100 enquiries daily across multi-channel platforms.
- Reduced escalations by 20% through effective first-contact resolutions.
- Delivered empathetic complaint handling, enhancing overall satisfaction.
- Raised repair orders on Orchard to streamline service delivery.
- Provided training to new starters, elevating performance standards.
- Analysed resident feedback to drive service enhancements.
- Built rapport with clients through empathetic handling of concerns.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Adhered strictly to policies and procedures for continued company compliance.
Receptionist/Admin
Atkinson McLeod
London, England
2017.05 - 2018.01
- Handled 50+ tenant calls daily and visitor enquiries, ensuring accurate recording and prompt resolution.
- Scheduled 25+ property viewings weekly while providing reliable administrative support to managers and negotiators.
- Improved office efficiency by streamlining lettings and sales documentation processes, reducing errors and delays.
Property Services Administrator
The Hyde Group
London, Lewisham
2017.02 - 2017.04
- Executed searches for works orders and inspections through Northgate system.
- Verified completion of repairs by liaising with tenants.
- Documented outstanding issues to enable timely resolution.
- Managed extension-of-time works orders efficiently.
Repairs Support Assistant
Hackney Council
London, Hackney
2016.11 - 2017.02
- Streamlined case management by raising jobs on Servitor and scheduling appointments on DRS.
- Effectively chased repair issues and monitored appointment statuses to ensure timely resolutions.
Repairs Coordinator
East Thames Group
London, England
2016.06 - 2016.11
- Handled high volumes of incoming calls regarding tenant repairs, recording and delegating tasks to team members.
- Raised jobs on Servitor and utilised KeyFax for additional information and booking appointments in DRS Xmbrace system.
- Created purchase orders for subcontractors based on housing officer requests.
- Collaborated with team members and departments, particularly Gas team, to confirm job statuses and appointments, while notifying tenants by telephone.
- Redirected queries regarding kitchen and bathroom refurbishments to appropriate teams, informing them via email or direct communication with management.
- Ensured delivery of excellent customer service through effective telephone communication.
Operational Support Coordinator
One Housing Group
London, England
2015.07 - 2016.04
- Coordinated up to 40 live voids monthly, ensuring properties were re-let within SLA timescales.
- Supported the delivery of 15 properties back into use each week by prioritising tasks and managing the voids inbox efficiently.
- Raised pre-inspection jobs on OneServe, checked asbestos registers, and initiated surveys for compliance.
- Produced and managed job orders for lock changes, flooring, clearances, gas, electrical, and EPC certifications.
- Liaised with contractors, engineers, and supervisors to ensure timely inspections, key collections, and completion of works.
Complaints Administrator
One Housing Group
London, United kingdom
2015.04 - 2015.07
- Handled tenant complaints, coordinating with contractors and supervisors to resolve issues, reducing complaint resolution time by 40%.
- Followed up with residents to close cases and conducted satisfaction surveys, leading to improved resident feedback.
- Processed compensation payments, updated rent accounts using Universal Housing, and maintained fleet and congestion charge records with 100% accuracy.
- Provided cross-departmental support and streamlined administrative processes to enhance service delivery.
Helpdesk Administrator
Ramboll
London, England
2014.10 - 2014.11
- Delivered high-quality customer service to internal teams and acted as first point of contact for recruitment agencies.
- Managed job postings across LinkedIn, Monster, Indeed, and Ramboll’s website using Lumesse Easycruit.
- Drafted job adverts for graduate and student roles, screened applications, and forwarded shortlisted CVs to HR officers.
- Supported university graduate recruitment events and promoted vacancies through cost-free research channels.
Administrator
Chigwell Construction
London, England
2014.05 - 2014.10
- Managed resident queries, booked appointments, and updated tenants on property works, achieving a 20% reduction in missed appointments.
- Coordinated schedules and prepared job packs to support supervisors and trades, ensuring project timelines remained intact.
- Maintained accurate CRM and Excel trackers for project progress, materials, and attendance, enhancing reporting efficiency by 30%.
- Liaised with contractors, council representatives, and senior staff to resolve property issues, facilitating over 150 successful housing repairs and refurbishments.
Resident Liaison Officer
Chigwell Construction
London, England
2013.05 - 2014.05
- Facilitated communication between tenants, contractors, and site management during refurbishment works.
- Resolved queries effectively to ensure smooth project execution.
- Delivered resident support through regular updates and prompt complaint resolution.
- Provided Bengali interpretation services for non-English speaking residents.
- Conducted over 50 face-to-face Pre-Works Surveys weekly to assess health and household needs.
- Completed post-completion satisfaction surveys to evaluate service quality.
- Organised resident meetings to enhance community engagement and address concerns.
- Carried out property audits and maintained accurate tenant records for compliance purposes.
Administration Assistant
Limehouse Project
Limehouse, Tower Hamlets
2011.03 - 2012.01
- Improved client engagement by enhancing the electronic CRM system and ensuring accurate data entry and confidentiality.
- Supported clients in securing employment by advising on CV improvements, assisting with job applications, and facilitating job searches.
- Promoted community engagement by informing clients about sports sessions and local opportunities.
- Streamlined office operations by managing reception, coordinating meeting spaces, and preparing professional documents.
- Delivered accurate project reporting by designing Excel trackers to monitor attendance and maintain up-to-date contact records.
Education
NCFE Level 3 Diploma - Cyber Security
Skills4England
London 2024.12 - 2025.03
NCFE Level 2 Certificate - Cyber Security
Skills4England
London /2024 - /2024
Level 2 Diploma - ICT Systems Support
Rapid Improvement Ltd
London 2021.10 - 2022.04
NCFE Level 2 Certificate - Counselling Skills
Learning Curve Group
London 2017.06 - 2017.08
NVQ Level 2 Certificate - Business Administration
Tower Hamlets College
London 2013.05 - 2014.10
BTEC National Diploma Level 3 - Business
Lewisham College
London 2008.09 - 2010.07
BTEC First Diploma - Hospitality
George Greens School 6th Form
London 2007.09 - 2008.07
BTEC First Diploma Level 2 - Business
George Greens School
London 2006.09 - 2007.07
GCSEs - Mathematics
George Greens School
London 2006.09 - 2007.06
High School Diploma - English Language, English Literature, RE, Psychology, IT, Textiles, Spanish, Geography, Science,
George Greens School
London 2004.09 - 2006.06
Skills
- Case management and advocacy
- Complaint resolution and recovery
- Resident engagement and communication
- Repairs and contractor coordination
- Performance improvement and training
- Coaching and development
- Microsoft Office proficiency
- CRM expertise
- Housing navigation skills
- 8x8 communication tools
- Customer service excellence
Accomplishments
- Customer Advocacy Team Gold Winner – Specialist Team of the Year, UK National Contact Centre Awards, 05/01/25
- Closed 3,617 cases individually, 03/01/24 - 08/31/25
- Contributed to team total of 23,554 closed cases with an average closure time of 11.3 days.
- Reduced escalations by 20% as Customer Service Advisor through first-contact resolution.
- Delivered training and mentoring to new starters, enhancing capability and performance.
- Managed 30–40 live voids/month at One Housing Group, achieving 70% SLA compliance.
Training
Data Protection, Cyber Security, Systemic Training, CRM Training, ASB Training, Complaints Handling, Vulnerability Training, Repairs Training (leaks, new repairs, follow-on, recalls), 8x8 Telephony, Navigate Telephony
References
References available upon request.
Timeline
NCFE Level 3 Diploma - Cyber Security
Skills4England
2024.12 - 2025.03
Customer Advocate Case Management
Westminster City Council
2024.03 - 2025.08
Level 2 Diploma - ICT Systems Support
Rapid Improvement Ltd
2021.10 - 2022.04
Customer Service Advisor
Westminster City Council
2018.09 - 2024.03
NCFE Level 2 Certificate - Counselling Skills
Learning Curve Group
2017.06 - 2017.08
Receptionist/Admin
Atkinson McLeod
2017.05 - 2018.01
Property Services Administrator
The Hyde Group
2017.02 - 2017.04
Repairs Support Assistant
Hackney Council
2016.11 - 2017.02
Repairs Coordinator
East Thames Group
2016.06 - 2016.11
Operational Support Coordinator
One Housing Group
2015.07 - 2016.04
Complaints Administrator
One Housing Group
2015.04 - 2015.07
Helpdesk Administrator
Ramboll
2014.10 - 2014.11
Administrator
Chigwell Construction
2014.05 - 2014.10
Resident Liaison Officer
Chigwell Construction
2013.05 - 2014.05
NVQ Level 2 Certificate - Business Administration
Tower Hamlets College
2013.05 - 2014.10
Administration Assistant
Limehouse Project
2011.03 - 2012.01
BTEC National Diploma Level 3 - Business
Lewisham College
2008.09 - 2010.07
BTEC First Diploma - Hospitality
George Greens School 6th Form
2007.09 - 2008.07
BTEC First Diploma Level 2 - Business
George Greens School
2006.09 - 2007.07
GCSEs - Mathematics
George Greens School
2006.09 - 2007.06
High School Diploma - English Language, English Literature, RE, Psychology, IT, Textiles, Spanish, Geography, Science,
George Greens School
2004.09 - 2006.06
NCFE Level 2 Certificate - Cyber Security
Skills4England
/2024 - /2024