Sabeena Hussain

• Carrying out day-to-day duties accurately and efficiently, processing a large number of checks on a daily basis in the UK and international screening including, Employment verifications, Criminal checks, Right To Work checks,Media,sanctions,FCA regulated,BPSS, DBS/Enhanced DBS, Access NI,Credit,Electronic ID,Directorships,Social Media,Civil Litigation,Education,Professional qualifications,CV Reviews,Drug Tests,Financial Services Register,Passport, Driving Licence,Personal References
• Technical skills include, compliance knowledge,having a vast understanding of regulatory adherance, specific laws, GDPR,internal policies,client specific policies,risk management,data protection,security and documentation, ability to navigate public records, court systems and criminal databases,international databases, fimiliarity with various checks and to process checks to complete clients requirements and deadlines.
• Attention to detail, high level accuracy in analysing reports to identify discrepancies or potential flags for client.
• Ability to analyse data and provide evidence based decisions
• Clear written and verbal communication skills for client reports, internal notes and emails
• Ability to manage highly confidential and sensitive information and documentation.

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As a Customer Retention Advisor I play a key role in renewing client contracts and retaining customers who are looking for better products and services in broadband. I am motivated, resilient and have excellent influencing and negotiation skills. Some daily duties include,

• Inbound/outbound calls
• Handling calls/email queries with customers looking to cancel services or renew contracts, place home moves, upgrades, logging and handling complaints with solutions for one call resolve
• Adapt sales approach based on customer needs.
• Providing best deals on existing or new products to increase loyalty and retain business
• Logging calls using FDM and Zendesk for tickets
• Using billing systems to access accounts and handle queries
• Meeting set targets, KPI's to retain business
• Handling vulnerable customers and offering support
• Handling bereavement accounts
• Good communication with managers, team members and offering support to one another using Microsoft teams/Webex, in order to achieve team targets.

This role was the same with as pervious as I was transferred (TUPE)over with the NHS campaign and my role was ongoing working on the 119 line, the duties were as follows,

Handling high volumes of inbound calls in the pandemic
Processing sensitive patient information
Booking the correct doses of vaccine for callers and dates/times to suit them and their families
Ensuring appointments are confirmed processing covid passes for travel abroad via post and email
Data referrals to ensure patients have their records updated
Processing complaints and referring them to senior managers if required support
Actively contribute in team meetings and share knowledge
To ensure the best Customer service experience is given to all patients
To achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality

As a Customer Service Advisor my role is varied, dealing with various customer queries or complaints. This is through different channels, i.e. handling inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls. Duties and responsibilities include,

• Handling queries or complaints from customers via inbound calls, email.
• Building rapport with Shell customers to ensure consumer service excellence and to resolve consumers queries, problems or complaints
• Meeting challenging targets for Quality of interaction and process follow through
• Actively contribute in team meetings and share knowledge with colleagues to maximize knowledge retention within the project.
• To ensure the best Customer service experience is given to all customers
• To achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality
• To highlight trends in any customer queries or complaints
• Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles maximize all interactions to promote their Brand Core Competencies

In this role I was working as a first point of contact for the NHS covid vaccination campaign on the 119 telephone line in the time of the pandemic. my job role was to ensure that patients receive correct vaccine information, using a very in depth QA as guidance , this was a fast paced campaign with regular changes made by the government and changes in roles to suit the requirements of the NHS, duties included,

• Handling high volumes of calls in the pandemic
• Processing sensitive patient information
• Booking the correct doses of vaccine for callers and dates/times to suit them and their families
• Ensuring appointments are confirmed
• Processing covid passes for travel abroad via post and email
• Data referrals to ensure patients have their records updated
• Processing complaints and referring them to senior managers if required
• Supporting the team when re
• Actively contribute in team meetings and share knowledge
• To ensure the best Customer service experience is given to all patients
• To achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality.

A highly motivated, friendly and enthusiastic individual who has experience in different areas

• Proactive and organised with a passion to develop further as well as excellent communication and time management skills
• Sales and customer services Communication
• Active listening Time management Organised Education, I have recently qualified as a teaching assistant and completed my placement in school
• In this role I have experienced assisting teachers with daily tasks and helped to prepare and plan support for the children under the instructions of the teachers
• I am able to communicate confidently with teachers and other members of staff to support a good team atmosphere
• I have gained knowledge and experience on the daily tasks which are required to assist the teacher in preparation and planning for the school day
• I have also gained in other key areas such child development, behaviour management and teaching strategies
• I have listed below some of the duties and experiences I had in my school placement,
• Assisting teachers with supporting children in learning activities in the classroom with Maths, English and extra curricular activities
• Printing, photocopy, laminating, ensuring resources are available
• Supporting children with extra special needs
• Reporting, logging any accidents
• Communicating regularly with the teacher and the staff team
• Ensuring safeguarding responsibilities.

• In my job at Northern Rock Bank I completed three weeks of training and then started my main job role as a customer sales advisor, I had responsibilities such as answering telephones and providing callers with information regarding products and services which the bank were offering
• It was my job to find the correct service for the customer, e.g
• The current loan which was being offered and providing the best deal on the APR for the loan
• I would then fill out any applications for the customers and make them aware of the process and also the legal processes as it was a duty for us to give clear information before completing things such as credit checks etc
• I was also responsible for ensuring customers enquiries reach the correct departments and direct them or transfer them to the appropriate people
• We would work as a team and it was very important to keep up good team motivation and achieve our incentives.

• Whilst working in GE capital I had the job role of a sales assistant
• I completed two weeks of training and was placed on the main floor to start my job
• We would call our customers who had purchased our store cards and offer them extra services on their accounts, I was very good at my job and would always maintain a very high standard on the calls that were monitored by our team leaders, in addition to this I would regularly deal with customer enquiries if they required anything extra to be checked on their accounts and always maintained an excellent standard of customer services as this was the main priority in my job role
• Other key roles were as follows, maintaining and entering information on databases transferring calls to appropriate individuals forwarding any customer complaints to the team managers working closely as a team to increase performance and reach our incentives.