Summary
Overview
Work history
Education
Skills
Timeline
Receptionist

Shabana Akabah

London ,Middlesex

Summary

I have a been a Border Force Officer working at one of the largest international airports in the world for over 28 years . I have served in many departments, thus developing multiple skills .I have had body language training, conflict management training, Law enforcement training. I have the ability to read people and engage and persuade and feel these skills will be useful in your company. my current career has enabled to be to be able to work in any industry and I wish to utilise my skills set and work in industry where I can add value to your business. I am highly motivated, team player and am able to read people very well due to the training and experience I received in my current career. I am able to assess a situation and turn it around into a positive solution with my creative thinking . I am great believer of building strong relationships and I am diverse when it comes to working with multi cultural and diverse backgrounds . Having travelled extensively I am able to relate and adapt to people all over the world . I am adept at identifying customers needs with my strong communication and interpersonal skills with the ability to collaborate effectively with cross functional teams and influence decision-makers. I'm committed to delivering exceptional customer service. I am an outgoing and warm hearted person known to be empathetic have a wide social circle. I am known to be encouraging, very well organised, affectionate and very persuasive. With my extroverted character I am witty, humorous and use my charisma to influence others easily . I can be very engaging with social behaviour and have harmonious and social relationships. I have strong communication organisational skills and I feel I can make a great leader and manager. I also like helping each group member achieve their potential and resolving interpersonal conflicts. I strive in a harmony in all situations, and we seem to know what to do to ease tension and minimise disagreements .

I am a Hardworking and passionate job seeker with strong organizational skills eager to secure a position in your company . I am Ready to help team achieve company goals. I am an Organized and dependable candidate successful at managing multiple priorities with a positive attitude. I have a Willingness to take on added responsibilities to meet team goals. I am seeking and maintaining a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I am a Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

28
28
years of professional experience

Work history

Complaints Department - UK Border Force

Home Office
London , Middlesex
08.2015 - Current
  • Managing and recording complaints and enquiries within deadlines, investigating and providing in-depth responses within set parameters.
  • Identified complaint trends and patterns to report to supervisors and guide changes.
  • Communicated with customers politely, promptly and professionally.
  • Identified root causes of complaints through effective questioning.
  • De-escalated aggressive behaviour using effective conflict resolution techniques.
  • Actively listened to complaints to identify finer details of pain points.
  • Stayed calm to navigate tricky situations in collected manner.
  • Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
  • Owned end-to-end complaint handling and resolution in line with established procedures.
  • Served as first line of contact for customers filing complaints.
  • Administration Of Border Force complaints including MP and media responses and queries
  • Investigating, identifying and actioning complains within deadlines.
  • Compiling, consistent and high-quality responses within set timescales.



Human Resources Administrator

Home Office
London , Middlesex
12.2014 - 08.2015
  • Coordinated employee placements and administration
  • Oversaw promotions and position changes, handling recruitment paperwork within time restraints.
  • Coordinated training and handled logistics and administrative tasks.
  • Oversaw recruitment process and new staff.
  • Implemented diversity, equity and inclusion initiatives to boost employee engagement and retention.
  • Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
  • Addressed employee conflicts, following corporate procedures for timely resolution.

Border Force Mobile Officer

Home Office
London, Middlesex
10.2012 - 12.2014
  • Identified people and goods of potential counterterrorism interest
  • Detected prohibited and restricted goods across all Borders.
  • Identified a potential safeguarding cases and victims of trafficking and modern slavery
  • Detected forged, documents and imposters
  • Identified and process, those who do not qualify for entry or admission to the UK
  • Protected revenue from Miss declaration of goods or evasion of tax at the border
  • Keep accurate records which explain decisions and actions
  • Collected and responded to intelligence, proactively whilst maintaining an awareness of relevant intelligence trends and submit intelligence reports.


Counter Proliferation Team

Home Office
London
03.2011 - 10.2012
  • Prevented and license goods being exported to UN sanction countries
  • Requested sensitive information, technical specs of specifications, invoices and user details
  • Case handling
  • Collating, statistics, profiles and trends
  • Uploaded documents to the Department of business innovation and skills, export licensing system
  • Took appropriate enforcement action when breaches are detected, including to refer more serious breaches to the crown, prosecution service for prosecution

International Trade , UK Border Force

Home Office
London, Middlesex
02.2007 - 03.2011
  • Seized prohibited cargo and undeclared goods and completed related documentation.
  • Introduced operational and administrative procedures to uphold integrity of current processes.
  • Used automatic tracking systems to keep computer system updated with goods movements and proactively place new orders at optimal times.
  • Assessed staff and team performance and regularly actioned insights to fuel improvement.
  • Liaised with customers and other departments to plan timely transportation of goods.
  • Combatted import of illegal goods, firearms and drugs in alignment with customs laws.
  • Examined transport documents and freight to confirm details and customs fees.
  • VAT refunds process, commercial exports, including firearm licensing
  • Challenge VAT reclaim made considered interventions and searches.

Anti Smuggling Officer - Border Force

Home Office
London, Middlesex
02.1996 - 07.1998
  • Detected drug smuggling, revenue, DTA offences and other prohibited unrestricted articles
  • Assessment selection of suspects based on risk
  • Question, passengers, and others
  • Examine baggage and such a person with appropriate
  • Dealt with offences preparation of Case papers, and gave evidence in court where necessary.

Education

A-Levels - English, Sociology, Economics

Drayton Manor High School
London
09/1990 - 06/1992

GCSEs - 9 GCSE with A-C grades inc Maths & English

The Ellen Wilkinson School for Girls
London
09/1986 - 06/1990

Skills


  • Excellent, verbal and written, organisational and communication skills
  • Articulate, actively listen to customers needs and concerns and taylor, the communication style to engage and persuade prospects
  • Strong relationship building skills
  • Resilient and persistent
  • Strong problem-solving skills and able to identify customers needs
  • Ability to think creatively and adapt my approach to meet the specific needs of each client
  • A team player working effectively with internal teams and provide support
  • Operate with honesty, transparency and professionalism, adhering to ethical standards and building trust
  • I am proactive, confident, persuasive professional who combines my expertise, interpersonal skills and customer centric approach to drive revenue and build a lasting relationships
  • Microsoft trained
  • First aid trained

Timeline

Complaints Department - UK Border Force

Home Office
08.2015 - Current

Human Resources Administrator

Home Office
12.2014 - 08.2015

Border Force Mobile Officer

Home Office
10.2012 - 12.2014

Counter Proliferation Team

Home Office
03.2011 - 10.2012

International Trade , UK Border Force

Home Office
02.2007 - 03.2011

Anti Smuggling Officer - Border Force

Home Office
02.1996 - 07.1998

A-Levels - English, Sociology, Economics

Drayton Manor High School
09/1990 - 06/1992

GCSEs - 9 GCSE with A-C grades inc Maths & English

The Ellen Wilkinson School for Girls
09/1986 - 06/1990
Shabana Akabah