Active volunteer, Scholemore Cemetery Clean-up
Salma Hussain
Bradford
Summary
Passionate, knowledgeable IT support analyst with extensive experience of assisting customers with various hardware and software related issues within customer service and service desk environment. Seeking to use proven skills and provide expert service delivery to meet organisations plans/objectives.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
IT Service Desk Analyst
Lloyds Banking Group
Leeds
10.2022 - 02.2023
- Working on a fast-paced, efficient Service Desk supporting colleagues, third parties answering calls, emails, and online portal queries Microsoft applications/MS 365, Windows 10/Windows 11, Android systems
- Logging taking ownership of tickets logged dealing with ongoing management of cases relating to incidents and service requests using case Management tools
- Troubleshooting hardware/software issues providing effective solutions and escalating to 2nd line 3rd line when necessary
- Reducing the number of incidents progressing to 2nd line support/3rd line, providing triage and support aiming to deliver resolution at first contact wherever possible
- Accurately maintaining customers and system records ensuring service requests are actioned within business SLA timeframe
- Establishing and maintaining a high standard of working relationship with colleagues, customers and third parties to coordinate activities associated to customer support
- Applying a high level of attention to detail in ticket updates supporting quality communication with correct grammar, spelling and recognition of the target audience (e.g
- Internal or third party)
- Working towards individual and team-based objectives to achieve ongoing performance goals along with delivering against Service Level Agreements and key performance indicators
- Providing a friendly yet professional level of customer service on every call, managing the expectations of the customers whilst having empathetic understanding of their issues
- Have core understanding of Microsoft End User operating systems associated applications to deal with 1st line user queries/resolutions.
- Working unsupervised to ensure that the businesses service levels agreements are met.
Customer Service Advisor
Capita PLC
Leeds
07.2022 - 08.2022
- Helping customers over the phone with all aspects of their personal banking from payment transfers, direct debits, paying bills and supporting them through difficult financial periods
- Taking ownership of the queries and value each customer throughout time over phone
- Create positive experience for the customer and clients
- Making real difference to the lives of people and ensuring customers receive highest level of customer on every call.
IT Support Assistant
Age UK Bradford & District
Bradford
01.2019 - 06.2019
- Providing one to one support and group support to older people and helping them with their mobile phones and computers/tablets
- Giving the older people confidence and motivation to help them to learn new skills i.e., sending text messages, sending emails, online shopping, video conferencing with relatives abroad, social media, writing letters and watching videos on YouTube
- Empowering and supporting older people to remain independent, active, and engaged members of their communities both receiving and providing them with support and activities they identify that they require, and which are their chosen priorities
- Addressing isolation, promoting independence, inclusion, choice, and control, and enabling wellbeing, confident in their voice to influence the circumstances and environment in which they live and giving them hope and encouragement to be more self-independent
- Helping and teaching English through various apps to people non-English speakers from various backgrounds.
Credit Services Administrator
BW Legal Ltd
Leeds
07.2017 - 10.2017
- Provide excellent customer service by responding to correspondence, emails and telephone calls received from third parties acting on behalf of customers
- Working within agreed SLA’s
- Entering key data into case management system
- Reviewing financial statements from Debt Management Companies and IVA proposals from Insolvency Practitioners
- Obtaining additional information and challenging as appropriate and making sure documentation was lodged promptly and prior to specified deadlines
- Ensuring cases are progressed through the lifecycle of the Debt Management Plan or Insolvency process in line with current or future strategies
- Dealing with verification of both Debt Management and Insolvency accounts received from clients
- Identifying and action cases that may need to be returned to clients or many that need to exit a Debt Management or Insolvency strategy.2017
- Building relationships with peers working at the key Debt Management Companies and Insolvency Practitioners
- Undertake any additional tasks as directed by Line Manager.
Legal Support Administrator
Lowell Solicitors
Leeds
11.2016 - 04.2017
- Dealing with Court correspondence, reviewing part admissions, and defences, applications to set judgment aside, ad hoc applications, charging orders, general court orders etc
- Processing and distributing incoming mail from customers, the court, third parties as well as requests for redemption statements
- Ensuring that case files are maintained for customer matters, so that information is up to date and easily available and that each action taken are fully noted on the account
- Dealing with and responding to queries and disputes generated by our customers through our external litigation panel, and internal referrals via QMS, email and telephone and any other internal system used for this purpose
- Consulting with clients to ensure that documents and information are obtained from within satisfactory turnaround times
- Building relationships with all internal departments and our clients
- Completing management information in relation to the work completed
- Highlighting issues to line manager and paralegals as appropriate
- Responding to escalated issues from client’s customers as required in accordance with regulations, procedures, policies, and client’s service level agreements ensuring all deadlines are met
- Ensuring that the case management, and any other internal system are correctly noted, and items are correctly filed, scanned, forwarded and or destroyed
- Drafting legal documents, agreements, legal letters and other correspondence under supervision
- Ensuring that feedback from supervisors is acted upon regarding the correspondence to clients’ customers.
Customer/Quality Experience
Lowell Financial Group
Leeds
07.2016 - 11.2016
- Working with Customer Experience manager, was part of the quality customer experience forum which took place every month, liaising with senior management from different areas business, Head of Compliance, Business development and Head of collections
- Planning ideas and evaluating ways to improve customer and quality experience.
Insolvency Administrator
Lowell Financial Group
Leeds
01.2014 - 11.2016
- To process substantial number of insolvency documentation received from insolvency practitioners and official receivers regarding customers IVA, Bankruptcy, Debt Relief order, Sequestration, Trust Deed and Admin order and update the details on customers’ accounts accurately and efficiently maintaining high standards of quality daily
- To review, analyse and vote upon IVA proposals received from insolvency practitioners, challenge insolvency practitioners where appropriate to ensure the IVA is sustainable and potential dividend is increased where possible
- Deal with daily exceptions data reports received from insolvency practitioners, review the data of customer accounts and work list of missing information on customers’ accounts and issue insolvency practitioners with relevant documentation
- Review customers accounts where claims have been rejected, consult with insolvency practitioners to establish how this can be rectified and take appropriate action
- Dealing with ad hoc queries from Insolvency practitioners, official receivers, customers and third parties received via telephone and through emails and providing appropriate solutions to the queries and making sure all queries in the Insolvency team mailbox are completed within the company SLA guidelines
- Manage the Insolvency team portal and processing documents uploaded from insolvency practitioners and third parties as well as maintaining the daily performance targets
- Train the new team members who join the team, showing them ways to complete the documentations/emails and portals accurately and efficiently and supporting them by providing side by side support.
Customer Service Advisor/Administration Assistant
Vanquis Bank Ltd
Bradford
01.2012 - 06.2012
- Dealing with new customers account/credit cards applications and contacting customers by telephone to complete their applications
- Using negotiation skills to promote and up sell additional insurance/identity theft products to customers
- Taking telephone calls from existing customers in relation to credit card queries and resolving their queries effectively
- Performing any administration duties and issuing paperwork requested by customers, re-ordering of credit cards/documents, re-issuing stolen/lost credit cards and dealing with correspondence.
IT Support Service Desk
Vanquis Bank Ltd
Bradford
01.2012 - 06.2012
- Working in the IT service desk department, dealing with installation of desks connecting computers, terminals, Ethernet cables, USB cables, call media telephone devices and all other cables
- Setting up the passwords and systems for telephone call media devices and making sure all equipment’s are connected and in working order
- Dealing with queries over the telephone in relation to system issues such as transact and call media devices not working properly and resolving queries by checking system/servers
- Communicating with head office over the telephone to establish if there are any sever related issues
- Looking into other network/hardware related issues such as re-setting passwords, files, and systems/cables.
Customer Service Administration Assistant
Santander Banking Group
Bradford
05.2010 - 12.2011
- Updating customers’ records/details on the database
- Dealing with incoming post, emails, and service request queries regarding complaints with closure of accounts, calculating loss of interests paid on accounts, closure of accounts/cheques, resetting account contribution limits, transfer outs cheque traces, BACS traces, upgrade of accounts etc transferring funds via electronic transfers
- Processing refunds for standing orders, direct debits, and bill payments
- Recalling funds from third parties and sorting out mandates set up on system
- Handling returns cheques/cancelling cheques, re-instating the money back into customers account and withdrawing new cheques
- Processing cheques receipts and backdating customers’ accounts promptly and accurately
- Dealing with queries over the telephone related with account openings, tracing the status of customers’ account opening requests, looking into account opening paperwork requests processing the paperwork and issuing customers with paperwork relating to their accounts, ringing providers/third parties chasing up funds, sorting out electronic payments and recalling funds sent in error
- Conducting mail merge of customers banking and saving applications, verifying documents/ID, and resolving customer complaints regarding their account applications.
Sales Assistant
Greggs of Yorkshire
Bradford
08.2005 - 11.2010
- Constant face-to-face communication with customers daily, gaining clear understanding of them and achieving customers’ requirements
- Consistently achieving daily targets of £2,000 of sales and completing daily tasks
- Consulting with team members to complete daily tasks and achieve highest level of customer service resulting in meeting profit targets
- Developed excellent customer service skills when engaging with a varied number of customers
- Ability to work under high-pressure environment when dealing with large number of customers.
Organiser/Support Assistant
Peace Camp, University of Bradford
Bradford
01.2009 - 07.2009
- Involved in the organising of the camp human rights curriculum and planning of the different activities that would be involved in the different lessons
- Helping to recruit children for the camp through the different methods of marketing communications/ strategies such as, door-to-door leaflets, posters, and Internet marketing strategy via Facebook and twitter
- Assisting the teacher in classroom activities, helping children with their work
- Taking care of children with behaviour/learning difficulties during break/lunch times.
Education
IT Engineering
Firebrand Training
United Kingdom 11.2021 - 02.2022
Cache Level 2 Understanding Safeguarding and Prevent -
Bradford College
United Kingdom 07.2021 - 12.2021
BSc (Hons) - Information Technology and Management
University of Bradford
United Kingdom 01.2006 - 07.2010
GCSE And GCE A Levels -
The Grange Technology College
United Kingdom 01.1999 - 05.2006
Skills
Software and Hardware Troubleshooting
undefinedInterests
Reading books & reviewing blogs
Networking, Learning new programmes &International Languages
Grange Technology College, Captain Hockey Team
Covid Warriors Group Support Team, India Covid Crisis 2021, Social media platforms; Twitter & Instagram
References
References available on request
Timeline
IT Service Desk Analyst
Lloyds Banking Group
10.2022 - 02.2023
Customer Service Advisor
Capita PLC
07.2022 - 08.2022
IT Engineering
Firebrand Training
11.2021 - 02.2022
Cache Level 2 Understanding Safeguarding and Prevent -
Bradford College
07.2021 - 12.2021
IT Support Assistant
Age UK Bradford & District
01.2019 - 06.2019
Credit Services Administrator
BW Legal Ltd
07.2017 - 10.2017
Legal Support Administrator
Lowell Solicitors
11.2016 - 04.2017
Customer/Quality Experience
Lowell Financial Group
07.2016 - 11.2016
Insolvency Administrator
Lowell Financial Group
01.2014 - 11.2016
Customer Service Advisor/Administration Assistant
Vanquis Bank Ltd
01.2012 - 06.2012
IT Support Service Desk
Vanquis Bank Ltd
01.2012 - 06.2012
Customer Service Administration Assistant
Santander Banking Group
05.2010 - 12.2011
Organiser/Support Assistant
Peace Camp, University of Bradford
01.2009 - 07.2009
BSc (Hons) - Information Technology and Management
University of Bradford
01.2006 - 07.2010
Sales Assistant
Greggs of Yorkshire
08.2005 - 11.2010
GCSE And GCE A Levels -
The Grange Technology College
01.1999 - 05.2006
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