Rumena Alom
Birmingham,West Midlands
Summary
Law graduate with over seven years of experience in customer service, administration, client support across the banking, healthcare and retail sectors. Skilled in communication, problem-solving, coaching, and stakeholder management, with a proven ability to work effectively in fast-paced environments while maintaining high standards of professionalism and accuracy. Experienced in building strong client relationships, resolving complex queries,supporting colleagues through training and development initiatives. Recognised for delivering exceptional customer service and achieving outstanding customer satisfaction results. Seeking an opportunity to utilise legal knowledge, administrative capabilities, interpersonal skills within a professional and collaborative organisation.
Overview
8
8
years of professional experience
Work history
Senior Customer Service Advisor & Coach
NatWest Banking Group (via Teleperformance)
Birmingham
07.2022 - 06.2026
- Support the onboarding, training and development of new customer service advisors within the graduate training programme, helping colleagues successfully transition into operational roles.
- Deliver structured one-to-one coaching, performance feedback,real-time support to improve service quality, accuracy, confidence, and customer outcomes.
- Handle complex inbound customer enquiries on behalf of NatWest, providing tailored financial support while ensuring compliance with banking regulations and internal policies.
- Maintain extensive knowledge of banking products, services and regulatory requirements to deliver accurate and effective customer guidance.
- Consistently recognised as a top-performing advisor, achieving one of the highest levels of positive customer feedback and satisfaction scores across the Birmingham site.
- Resolve customer concerns efficiently, turning potential complaints into positive customer experiences through effective communication and problem-solving.
NHS Call Handler
Sitel
Remote
07.2021 - 11.2021
- Provided accurate and timely guidance to members of the public regarding COVID-19 regulations, testing procedures, and healthcare services.
- Recorded and maintained sensitive patient information accurately while adhering to confidentiality, data protection, and healthcare compliance requirements.
- Assisted vulnerable individuals by signposting them to available financial, healthcare and wellbeing support services.
- Demonstrated empathy and professionalism when handling sensitive enquiries during a challenging period for patients and healthcare services.
- Contributed to maintaining public confidence in the NHS services through clear communication and high-quality customer support.
Store Supervisor
Shiffonz Ltd
Birmingham
06.2018 - 12.2020
- Managed daily store operations, ensuring excellent customer service and smooth business performance.
- Ensured compliance with company policies and maintained high standards of customer service across the sales team.
- Supervised and supported team members through scheduling, training, performance management, and conflict resolution.
- Developed staff skills through coaching and mentoring, contributing to positive customer feedback and online reviews.
- Analysed sales and inventory data to identify trends, optimise product placement, and improve stock management, contributing to a 30% increase in seasonal sales.
Education
Bachelor of Laws (LLB) -
University of Law
A-Levels - Law, Criminology, English Language
Solihull Sixth Form College
GCSEs - undefined
Cockshut Hill School
BirminghamSkills
- Customer Service Excellence
- Complaint Resolution
- Coaching & Mentoring
- Stakeholder Management
- Administrative Support
- Regulatory Compliance
- Legal Research & Analysis
- Microsoft Office Suite
- Time Management
- Attention to Detail
- Problem Solving
- Team Collaboration
- Communication & Interpersonal Skills
Languages
English – Fluent
Italian – Native
Bangla – Advanced
Timeline
Senior Customer Service Advisor & Coach
NatWest Banking Group (via Teleperformance)
07.2022 - 06.2026
NHS Call Handler
Sitel
07.2021 - 11.2021
Store Supervisor
Shiffonz Ltd
06.2018 - 12.2020
A-Levels - Law, Criminology, English Language
Solihull Sixth Form College
GCSEs - undefined
Cockshut Hill School
Bachelor of Laws (LLB) -
University of Law