SAMINA MUSHTAQ
Preston,Lancashire
Summary
Competent customer service professional with extensive experience in managing sensitive queries and enhancing client satisfaction. Proven track record of achieving high resolution rates for complaints while delivering exceptional service. Strong organizational skills and adaptability, consistently representing the organization in a professional manner. Effective communicator with a talent for building relationships and providing tailored solutions to meet client needs.
Overview
26
26
years of professional experience
Work History
Registrations - Customer Service
Primary Care Support England - NHS
04.2017 - Current
- Enhanced patient satisfaction by efficiently managing sensitive queries and utilising NHS Digital for accurate logging.
- Achieved high resolution rates for complaints from GP practices, ensuring swift communication of outcomes.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Trained and mentored employees to maximise team performance.
- Picked up additional tasks to aid team success.
Motor Claims Handler
Complete Vehicle Support
Chester
10.2015 - 03.2017
- Managing motor claims for Proximo Law, National Express and Arriva from start to end. Arranging hire vehicles for customers, daily chases with vehicle repair garages for updates on customer's vehicle repairs and proving updates to customers of their vehicle repairs.
Customer Service Advisor
The Contact Company
Birkenhead
10.2014 - 03.2016
- Being the first point of contact for customers and clients, and providing them with the highest service standards to ensure the company has a good reputation and good feedback is received.
- Offering excellent customer service and dealing with queries in a polite and professional manner.
Customer Service Advisor/Outbound
The Contact Company
10.2014 - 09.2015
- Being the first point of contact for customers and clients, and providing them with the highest service standards to ensure the company has a good reputation and good feedback is received.
- Offering excellent customer service and dealing with queries in a polite and professional manner.
Market Trader
M&S Bedding
12.2013 - 06.2014
- I was responsible for all aspects of the business from ordering stock to managing staff.
Sales Assistant
Poundstretcher
10.2013 - 12.2013
Sales Assistant
Poundland
11.2011 - 10.2013
- Offering excellent customer service and dealing with queries in a polite and professional manner; taking card and cash payments and operating the till; replenishing stock and keeping the shop area clean and tidy at all times in line with health and safety procedures.
Receptionist/Administrator
Preston Repair Centre
05.2010 - 10.2011
- Handling Motor Claims/Liaising with Insurance companies and Solicitor firms to progress claims smoothly and resolve any problems; word processing letters for clients; answering phone calls and dealing with enquiries or taking messages; keeping accurate records on a company database system; issuing invoices and taking payments from clients; cashing up and banking of daily takings; ordering parts from suppliers and dealing with any concerns that customers may have had dealing with repair invoice arrears.
Customer Relations Advisor
Carphone Warehouse
01.2010 - 03.2010
- Dealing with customer enquiries regarding their telephone bills and Broadband; replying to customer emails for which I always met or exceeded the target set for the shift; making follow up calls to customers in order to clarify details and to request further information.
Full time Carer
03.2009 - 01.2010
Claims Handler
Future Claims
12.2007 - 02.2009
- Being responsible for a caseload of motor and personal injury claims from the start of the claim to its resolution; liaising with clients, insurance companies and solicitor firms in order to collect and provide information in a timely and professional manner; keeping accurate records of all contacts and transactions within case files and on company databases; carrying out all general administrative duties.
Sales Assistant
Mark One
07.2004 - 11.2007
- Providing high standards of customer service, taking payment and operating the till; carrying out stock taking; ordering stock and ensuring all related paperwork was completed accurately.
Customer Services Advisor
First National Finance
06.2001 - 06.2004
- Taking inbound calls from retailers in order to complete credit checks and card authorisations; dealing with customer account queries regarding their credit agreements; store cards and payments as well as calculating early settlement figures.
Customer Services Advisor
Express Gifts Ltd
10.2000 - 01.2001
- Taking incoming calls from customers placing orders for goods and processing their orders; dealing with all customer queries and arranging collections for any returned goods; making outbound calls to previous customers inviting them to reorder from the company by offering incentives. I always met and exceeded my targets within this role both for upselling to existing customers and for reengaging with previous ones.
Education
HND - Business Studies
Preston College
Preston, Lancashire01-2003
NVQ Level 2 & 3 - Business Administration
Preston College
Preston, Lancashire01-2001
8 GCSE Passes - English, Maths, Double Award Science, Religious Education, German, Resistant Materials Technology, Information Technology
Penwortham Girls' High School
Preston, Lancashire01-1999
Skills
- Customer service
- Initiative
- Following procedures
- Systematic processes
- Accurate approach
- Problem solving
- Positive attitude
- Energetic approach
- Self-motivated
- Time management
- Working to deadlines
- Handling complaints
- Dealing with aggressive customers
- Communication skills
- Listening skills
- IT skills
- Microsoft Office applications
- Administrative support
- Team training
References
CAN BE AVAILABLE ON REQUEST
Hobbies and Interests
- I enjoy socialising with friends and going out to the cinemas.
- I enjoy listening to music, browsing on the internet and going to the gym.
Timeline
Registrations - Customer Service
Primary Care Support England - NHS
04.2017 - Current
Motor Claims Handler
Complete Vehicle Support
10.2015 - 03.2017
Customer Service Advisor
The Contact Company
10.2014 - 03.2016
Customer Service Advisor/Outbound
The Contact Company
10.2014 - 09.2015
Market Trader
M&S Bedding
12.2013 - 06.2014
Sales Assistant
Poundstretcher
10.2013 - 12.2013
Sales Assistant
Poundland
11.2011 - 10.2013
Receptionist/Administrator
Preston Repair Centre
05.2010 - 10.2011
Customer Relations Advisor
Carphone Warehouse
01.2010 - 03.2010
Full time Carer
03.2009 - 01.2010
Claims Handler
Future Claims
12.2007 - 02.2009
Sales Assistant
Mark One
07.2004 - 11.2007
Customer Services Advisor
First National Finance
06.2001 - 06.2004
Customer Services Advisor
Express Gifts Ltd
10.2000 - 01.2001
HND - Business Studies
Preston College
NVQ Level 2 & 3 - Business Administration
Preston College
8 GCSE Passes - English, Maths, Double Award Science, Religious Education, German, Resistant Materials Technology, Information Technology
Penwortham Girls' High School