Rozina Iqbal
Cardiff,United Kingdom
Summary
Highly skilled professional with proficiency in Microsoft Office Suite, audio typing, and transcription accuracy. Demonstrates exceptional organisation, attention to detail, and multitasking efficiency. Adept at handling calls, scheduling appointments, and managing electronic health records with a strong understanding of medical terminology. Committed to delivering high-quality customer service and maintaining data protection standards. Career goal: To leverage extensive administrative skills in a dynamic healthcare environment.
Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
Overview
20
20
years of professional experience
11
11
years of post-secondary education
Work History
Customer Services Advisor
Teleperformance
09.2024 - 04.2025
- Handled patient queries via telephone and email, ensuring clear communication.
- Managed appointments with clients for better time management.
- Utilised effective listening skills whilst interacting with patients to understand their needs better.
- Recorded and processed customer data accurately.
Sales Representative
Avon Cosmetics UK
05.2020 - 04.2025
- Selling the Avon Cosmetics brand via door to door and through digital platforms, generating leads and building a successful customer base
- Collaborated with marketing department for effective promotional campaigns.
- Strengthened brand reputation with impeccable professionalism and integrity.
- Coordinated with logistics team for timely product deliveries, ensuring customer satisfaction.
Customer Loyalty Advisor
Admiral Insurance
10.2023 - 08.2024
- Dealing with home and car insurance renewal queries, updating and amending customer policies, following scripts
Customer Service Advisor
Lloyds Banking
03.2023 - 06.2023
- Helping customers with their banking needs, dealing with customer complaints
- Handled high volume of calls daily for faster issue resolution.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Provided detailed information about products and services to potential customers.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
Collections Advisor
Capita
07.2022 - 11.2022
- Taking payments from customers who are coming to the end of their agreements, arranging affordable payment plans, general customer service
Warehouse Fulfilment Associate
Amazon UK
09.2022 - 09.2022
- General warehouse duties, fulfilling customer orders in a busy warehouse environment
Medical Secretary
Blue Arrow Temping
06.2022 - 07.2022
- Working in Children’s Hospital typing letters, covering reception, answering phones and distributing mail
Customer Service Advisor
Manpower
11.2021 - 05.2022
- Responding to incoming requests via virtual agent, logging requests in the appropriate call logging software, assign calls to relevant support teams
- Helping customers with IT issues
Customer Service Administrator
Cardiff and Vale College
08.2021 - 09.2021
- Helping students with enrolment enquiries, answering calls relating to student course queries, covering reception, liaising with other agents via MS Teams and Email
Caring for family members
11.2019 - 09.2020
Administrator
NHS Wales Shared Services
05.2017 - 05.2020
- Working with Procurement Team and Student Awards using Oracle to process invoices and data entry work, finance academy
- Filtering daily post, filing and date stamping student applications
Medical Secretary
Blue Arrow Agency Work
06.2019 - 11.2019
- Answering telephone calls from health professionals and patients, typing letters, audio typing, electronic filing, liaising with consultants and colleagues
Voluntary Administrator
Marie Curie Hospice
05.2016 - 05.2018
- Typing correspondence, organising paperwork and filing documents
- Managing incoming post and processing external mail
- Ensuring all administration duties are carried out efficiently & effectively
Work placement
Bawso
Cardiff
06.2017 - 06.2017
- Worked with Human Resources carrying out general HR duties including making volunteer files, accurate data entry and working in reception
Customer Services Representative
O2
Cardiff
01.2005 - 12.2005
- Enhanced customer satisfaction with prompt and accurate information.
- Addressed customer queries in a professional manner for improved rapport.
- Adapted communication style according to customer demographics, enhancing their overall experience.
Education
AMSPAR City & Guilds Medical Administration L2/L3 -
Cardiff And Vale College
Cardiff 09.2017 - 06.2019
RSA/OCR Level 3 Diploma in Administration (Professional) -
Cardiff and Vale College
Cardiff 09.2016 - 06.2017
BTEC 1st & National Diploma IT Applications -
Coleg Glan Hafren
Cardiff 09.1994 - 06.1996
NVQ Level 2 Business Administration -
Coleg Glan Hafren
Cardiff 09.1992 - 06.1994
8 x GCSEs -
Llanederyn High School
Cardiff 09.1987 - 07.1992
Skills
- Microsoft Office Suite
- Written and Verbal communication
- Data protection
- Audio typing proficiency (60 WPM)
- Prioritising tasks effectively
- Electronic health records management
- Reception duties
- Medical terminology proficiency
- Customer Service / Call Handling
Custom
- Advanced typing skills (around 60 wpm) including Medical WP
- Microsoft Office Suite and Oracle
- BSMSA (British Society for Medical Secretaries & Administrators) Diploma
- AMSPAR Medical Terminology Level 2 Award
- Awareness of Confidentiality & Data Protection
- AMSPAR City & Guilds Medical Secretaries Diploma Level 2 & 3
- Essential Skills Wales Communication Level 2
- OCR LEVEL 3 Diploma in Business Administration (Employability Skills)
- RSA/OCR Medical Word Processing
- RSA/OCR Text Production
- RSA/OCR Word Processing
Affiliations
- Keen interest in astronomy and the solar system. Going out for nature walks and keeping fit.
Languages
Punjabi and Urdu
Fluent
Timeline
Customer Services Advisor
Teleperformance
09.2024 - 04.2025
Customer Loyalty Advisor
Admiral Insurance
10.2023 - 08.2024
Customer Service Advisor
Lloyds Banking
03.2023 - 06.2023
Warehouse Fulfilment Associate
Amazon UK
09.2022 - 09.2022
Collections Advisor
Capita
07.2022 - 11.2022
Medical Secretary
Blue Arrow Temping
06.2022 - 07.2022
Customer Service Advisor
Manpower
11.2021 - 05.2022
Customer Service Administrator
Cardiff and Vale College
08.2021 - 09.2021
Sales Representative
Avon Cosmetics UK
05.2020 - 04.2025
Caring for family members
11.2019 - 09.2020
Medical Secretary
Blue Arrow Agency Work
06.2019 - 11.2019
AMSPAR City & Guilds Medical Administration L2/L3 -
Cardiff And Vale College
09.2017 - 06.2019
Work placement
Bawso
06.2017 - 06.2017
Administrator
NHS Wales Shared Services
05.2017 - 05.2020
RSA/OCR Level 3 Diploma in Administration (Professional) -
Cardiff and Vale College
09.2016 - 06.2017
Voluntary Administrator
Marie Curie Hospice
05.2016 - 05.2018
Customer Services Representative
O2
01.2005 - 12.2005
BTEC 1st & National Diploma IT Applications -
Coleg Glan Hafren
09.1994 - 06.1996
NVQ Level 2 Business Administration -
Coleg Glan Hafren
09.1992 - 06.1994
8 x GCSEs -
Llanederyn High School
09.1987 - 07.1992
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