Roshina Shaikh
London,ENG
Summary
Detail‑oriented and organised administrator with strong Microsoft Office skills, including advanced Excel for accurate data handling and reporting. Experienced in drafting clear, professional correspondence, maintaining structured records, and managing sensitive information in full compliance with GDPR. Skilled in multitasking, prioritising workloads, and supporting casework through effective diary coordination and accurate documentation. Brings strong communication and stakeholder‑handling skills, with a calm, empathetic approach when dealing with sensitive matters. A reliable team player committed to high professional standards, continuous development, and contributing to fair, efficient claims management in line with NHS Resolution’s values.
Overview
12
12
years of professional experience
4037
4037
years of post-secondary education
Work history
Customer care advisor
so energy
LONDON, london
2025.08 - 2026.01
- Answering 54 telephone calls and emails on an average on daily basis 21% of team performance team of six
- Managed a high-volume workload of customer cases from initial contact through to resolution, ensuring matters were progressed and closed within organisational timeframes.
- Applied company policies, procedures and guidelines consistently when resolving enquiries and complaints, exercising judgement on straightforward cases.
- Delivered professional, clear and sensitive verbal communication when dealing with distressed or dissatisfied customers, maintaining high standards at all times.
- Accurately recorded case information, actions and outcomes on internal systems, ensuring records were complete, timely and audit-ready.
- Handled personal and sensitive customer information in strict compliance with data protection legislation and confidentiality requirements.
- Used strong organisational skills to plan and prioritise daily tasks, balancing multiple cases simultaneously while meeting service targets.
- Identified appropriate actions and solutions through effective questioning and analysis of customer information.
- Liaised with internal teams and escalated cases appropriately to ensure efficient case progression and resolution.
- Conducted follow-up contact to confirm resolution outcomes, update records and ensure customer satisfaction.
- Demonstrated initiative and adaptability while working both independently and as part of a team to support service delivery objectives.
- Maintained accurate electronic records to support case management processes and ensure compliance with organisational and regulatory requirements.
- Demonstrated resilience and professionalism when exposed to emotionally challenging situations.
Sales Advisor
Superdrug
London
2022.10 - 2025.03
- Provided professional customer service in a fast-paced retail environment, handling enquiries and complaints in line with company procedures.
- Communicated clearly and respectfully with customers from diverse backgrounds, including in challenging situations.
- Accurately handled financial transactions, demonstrating attention to detail and accountability.
- Followed strict policies relating to refunds, exchanges, age-restricted sales and data handling.
- Managed multiple tasks simultaneously, prioritising workload to meet targets and deadlines.
- Worked effectively as part of team to support daily operations and service delivery.
- This role developed my communication, organisational and policy-driven working skills in a high-pressure environment
Support and Sales Administrato
Aakash Institute
Vadodara , India
2020.06 - 2021.11
- Provided administrative support within high-volume educational environment, ensuring accurate handling of records, correspondence and internal processes in line with organisational policies and procedures.
- Managed incoming calls, emails and face-to-face enquiries, using professional and empathetic communication to deal with routine and sensitive matters involving students and parents.
- Maintained accurate, up-to-date and confidential records on internal systems, ensuring data integrity and compliance with data protection and institutional standards.
- Registered new student admissions and updated electronic systems to reflect enrolment and attendance information, demonstrating accuracy and attention to detail comparable to case or system registrations.
- Supported diary coordination, internal communications and routine office administration to assist smooth day-to-day service delivery.
- Assisted with general office administration including post handling, supply monitoring and liaison with internal teams and external vendors as required.
- Planned and organised own workload effectively to meet daily tasks and service deadlines.
- Participated in team meetings, training and performance discussions, adapting to updated procedures and service requirements.
Flight Attendant
Go Air
Chennai, Sutton
2018.10 - 2019.06
- Delivered a high standard of service and safety in a regulated aviation environment, working strictly in line with company policies, safety procedures and regulatory requirements.
- Communicated clearly and professionally with passengers from diverse and international backgrounds, using multilingual skills to support effective information exchange.
- Provided calm, empathetic reassurance to passengers during periods of distress, turbulence or adverse conditions, demonstrating emotional resilience and professionalism.
- Assisted passengers with additional needs, ensuring dignity, inclusivity and respect at all times.
- Responded appropriately to medical situations on board, administering first aid within scope of training and escalating concerns in line with procedures.
- Worked collaboratively with cabin crew and flight deck colleagues to ensure safe, efficient service delivery under time-critical conditions.
Customer Service Representative
Moon Tours N Travels
Vadodara, India
2014.01 - 2016.01
- Delivered customer service support in busy travel services environment, responding to high volume of phone and email enquiries in professional and courteous manner.
- Provided clear and accurate information to customers to support informed decision-making, ensuring advice was consistent with company service standards.
- Handled customer complaints and routine issues effectively, resolving matters at first point of contact or escalating appropriately in line with procedures.
- Maintained accurate customer information and ensured confidentiality when handling personal details.
- Worked collaboratively with sales and operational teams to support service delivery and achieve organisational targets.
- Maintained organised and professional working environment in line with company standards.
- Participated in team meetings sharing best practices for improving service delivery.
Education
Master of Business Administration - International Business Management
University of East London
LondonBachelor of Commerce - Commerce And Finance
Maharaja Sayajirao University
IndiaSkills
- Adaptability, Resilience & Personal Effectiveness
- Administrative & Organisational Skills
- Communication & Interpersonal Skills
- Policy, Procedure & Compliance
- Case Support & Judgement
- IT & Systems Skills
- Teamwork & Professionalism
- Time management
- Prioritisation proficiency
- Multitasking capacity
- Telephone etiquette
- Strong communication
Timeline
Customer care advisor
so energy
2025.08 - 2026.01
Sales Advisor
Superdrug
2022.10 - 2025.03
Support and Sales Administrato
Aakash Institute
2020.06 - 2021.11
Flight Attendant
Go Air
2018.10 - 2019.06
Customer Service Representative
Moon Tours N Travels
2014.01 - 2016.01
Master of Business Administration - International Business Management
University of East London
Bachelor of Commerce - Commerce And Finance
Maharaja Sayajirao University