Shamsa Muneer
Summary
Customer service professional with exceptional attention to detail and accuracy. Confident in resolving customer issues efficiently across multiple communication channels.
Overview
11
11
years of professional experience
Work history
Contact centre advisor
National Highways
Quinton, Birmingham
10.2024 - Current
- Liaised with customers and technical teams to resolve issues effectively.
- Maintained detailed records of customer interactions using CRM software.
- Handled challenging customer enquiries, ensuring resolution at source.
- Responded to general enquiries via email, delegating specific queries to appropriate teams.
- Ensured clarity and conciseness in all written communication with customers and regional teams, especially during safety critical situations.
- Adhered strictly to GDPR regulations, safeguarding sensitive information.
Early years practitioner
Bright Horizons
Harborne, West Midlands
11.2020 - 09.2024
- Communicated daily observations with guardians, maintaining detailed development records.
- Reported on developmental progress to quickly identify and meet additional educational needs
- Tracked and assessed 16 learning journeys for my key children using nursery management software.
- Used a variety of communication methods to set up and facilitate meetings between various external agencies, to ensure effective care continuity for vulnerable children.
Au Pair
Cultural Care Au Pair
01.2018 - 10.2019
- Worked for two families in different areas of the United States, overcoming cultural differences to provide exceptional service
- Managed children's daily routines to establish structure.
- Adhered to set timeframes to maintain consistency with the children's' routines.
- Arranged medical appointments as part of the children's' care.
- Continuously exceeded parent expectations by accommodating last-minute schedule changes.
Early years practitioner
Bright Horizons
Harborne, West Midlands
01.2016 - 08.2017
- Maintained secure, up-to-date child care records.
- Identified daily service needs and delegated tasks to achieve them.
- Kept accurate learning journey records of over 12 key children, sharing updates with parents and carers for cohesive childcare.
- Attended regular training opportunities to expand professional knowledge and further career progression.
Level 3 Nursery Nurse
Halesowen Day Nursery
Halesowen, West Midlands
01.2015 - 12.2015
- Held regular parent meetings, to discuss targets for their child's development and how these would be implemented.
- Planned and implemented bi-monthly open days and workshops, to register new families and solidify relationships with current families.
- Ensured compliance with Ofsted regulations for a well maintained nursery environment.
- Monitored children's progress, ensuring developmental milestones were met.
Education
NVQ Level 3 - Children's Care, Learning, and Development
Halesowen College
Halesowen06.2014
Skills
- Calm under pressure
- Excellent communication skills
- Attention to detail
Timeline
Contact centre advisor
National Highways
10.2024 - Current
Early years practitioner
Bright Horizons
11.2020 - 09.2024
Au Pair
Cultural Care Au Pair
01.2018 - 10.2019
Early years practitioner
Bright Horizons
01.2016 - 08.2017
Level 3 Nursery Nurse
Halesowen Day Nursery
01.2015 - 12.2015
NVQ Level 3 - Children's Care, Learning, and Development
Halesowen College