Safinez El-Desouky
Haywards Heath
Summary
Customer-focused professional with over 10 years’ experience across customer service, team leadership and regulated financial services environments. Demonstrated ability to manage complex customer queries, maintain accurate records, meet performance targets and operate in line with regulatory and company standards.
Overview
15
15
years of professional experience
Work history
Policy Review Specialist
1st Central Insurance
2023.01 - 2026.02
- Handled customer enquiries across phone, email and live chat channels, managing conversations professionally and providing clear, timely support.
- Reviewed and addressed customer concerns and complaints, resolving matters within remit and escalating appropriately to ensure positive customer outcomes.
- Recognised indicators of customer vulnerability and followed agreed processes to support customers fairly and sensitively in line with Consumer Duty expectations.
- Ensured customer records and policy information were accurately maintained and updated in accordance with internal procedures and regulatory standards.
- Consistently achieved performance targets, contributing to a high standard of service delivery across the team.
- Contributed to the rollout and improvement of new processes and initiatives by testing changes and sharing feedback from a customer perspective.
- Demonstrated increasing responsibility and autonomy in day-to-day work, supporting activities aligned with higher-level responsibilities.
- Carried out all duties in line with company values, the Group Code of Conduct, Fitness and Propriety requirements, and relevant regulatory guidelines.
Assistant Manager
Domino’s Pizza, Uckfield
Uckfield
2019.04 - 2022.12
- Supported store opening activities, including setting up office systems, computers and cash registers.
- Worked closely with the Store Manager and team to improve customer satisfaction and drive sales performance.
- Reviewed and verified weekly and monthly invoices, ensuring accuracy and compliance.
- Recruited, trained, supervised and performance-managed team members across sales and customer service functions.
- Handled incoming calls and managed internal and external correspondence.
- Ensured accuracy when processing financial transactions, including cheques and transfers.
- Supported customers and colleagues with stock availability and inventory queries.
- Applied strong operational knowledge to complete daily tasks efficiently and streamline workflows.
Manager in Training
Domino’s Pizza, Burgess Hill
Burgess Hill
2017.05 - 2019.04
- Supported day-to-day store operations, including running shifts and completing stock takes.
- Processed fortnightly payroll and maintained accurate staff records.
- Resolved customer issues promptly, contributing to improved satisfaction ratings.
- Assisted with employee recruitment, onboarding and training.
- Maintained professional relationships with customers and suppliers to resolve operational issues.
Customer Service Representative
Domino’s Pizza, Burgess Hill
Burgess Hill
2014.02 - 2017.05
- Responded to customer enquiries accurately and efficiently across multiple channels.
- Escalated customer concerns, store issues and inventory requirements appropriately.
- Cross-trained across roles and provided cover for colleagues when required.
- Processed customer orders and transactions accurately to ensure a high level of service.
- Greeted customers, identified service needs and entered orders into electronic systems.
- Supported store operations through cashier duties, product assistance, cleaning and stock rotation.
- Worked collaboratively with team members to maintain smooth service delivery.
Customer Service Assistant
Dragon and Peacock, Burgess Hill
Burgess Hill
2011.01 - 2014.02
- Delivered friendly, attentive customer service to ensure consistently positive customer experiences.
- Assisted customers with sales transactions in a timely and accurate manner.
- Responded to customer enquiries professionally and courteously, regularly going the extra mile to enhance customer satisfaction.
Education
Bachelor of Arts - Textile Design
Northbrook MET
Foundation Degree - Art & Design
Northbrook College
A-Levels - Art & Design
Northbrook College
GCSEs - undefined
Oakmeeds Community College
Skills
- Strong verbal and written communication
- Customer service and complaint handling
- Policy administration and record accuracy
- Regulatory and procedural compliance
- KPI and SLA achievement
- Conversation management across phone, email and live chat
- Confident in analysing complex data and customer feedback to identify trends and underlying root causes
- Comfortable working independently and collaboratively to achieve shared objectives
- Able to perform effectively under pressure while meeting deadlines and standards
- Strong time management and organisational skills
REFERENCES
Available on request
Timeline
Policy Review Specialist
1st Central Insurance
2023.01 - 2026.02
Assistant Manager
Domino’s Pizza, Uckfield
2019.04 - 2022.12
Manager in Training
Domino’s Pizza, Burgess Hill
2017.05 - 2019.04
Customer Service Representative
Domino’s Pizza, Burgess Hill
2014.02 - 2017.05
Customer Service Assistant
Dragon and Peacock, Burgess Hill
2011.01 - 2014.02
Bachelor of Arts - Textile Design
Northbrook MET
Foundation Degree - Art & Design
Northbrook College
A-Levels - Art & Design
Northbrook College
GCSEs - undefined
Oakmeeds Community College