SHILPI BEGUM
London,United Kingdom
Summary
Dedicated professional with a focus on supporting and guiding students through compassionate mentorship. Proficient in conflict resolution and effective communication, with a strong background in counseling. Aims to create a supportive environment that promotes academic and personal growth for students. Committed to fostering a culture of excellence and collaboration.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work history
Senior Student Support Officer
BPP
Holborn
2023.07 - Current
- Directed management of complex student cases, ensuring compliance with academic regulations and funding rules.
- Served as a senior escalation point for sensitive issues, coordinating timely resolutions across departments and stakeholders.
- Oversaw team operations, prioritising workloads to ensure efficiency and high service delivery standards.
- Exemplified best practices in student support and customer experience through visible leadership.
- Mentored and coached team members, driving performance and fostering a culture of continuous improvement.
- Identified skills gaps and led development of targeted training initiatives to enhance team capability.
- Conducted quality assurance for case management activities, ensuring adherence to compliance standards.
- Maintained expert knowledge of institutional policies and regulatory frameworks for informed decision-making.
- Analysed student engagement data to generate insights that drive strategic service improvements.
- Led operational readiness efforts during peak periods to ensure seamless service delivery.
Customer Service Assistant
Lloyds Banking Group
Leyton
2018.07 - 2024.11
- Assisted customers by resolving enquiries effectively, fostering trust and loyalty within client base.
- Supported proactive management of customer issues with diligent follow-ups, ensuring complete resolutions.
- Helped maintain accuracy in cash and transactional operations, protecting against fraud and meeting security standards.
- Supervised branch operations to spur continuous improvements and enhance service delivery.
- Provided direction and leadership to all employees to maximise productivity and bottom-line profitability.
- Conducted regular audits for maintaining accuracy in all financial records and transactions.
- Prioritised tasks effectively under pressure; maintained high level of productivity during peak periods.
- Provided support to senior management on strategic initiatives, contributing to the growth of the bank.
Education
Master of Science - International Business Management
University of East London
2018.09 - 2019.07
Bachelor of Arts - Business Management with HRM
University of East London
2014.09 - 2017.07
BTEC Level 3 - Business Studies
Loxford School of Science and Technology
2011.09 - 2012.07
GCSE -
Loxford School of Science and Technology
2005.09 - 2010.07
Skills
- Confidentiality maintenance
- Mental health awareness
- Time management mastery
- Proactive outreach
- Peer mediation
- Safeguarding procedures
- GDPR compliance knowledge
Timeline
Senior Student Support Officer
BPP
2023.07 - Current
Master of Science - International Business Management
University of East London
2018.09 - 2019.07
Customer Service Assistant
Lloyds Banking Group
2018.07 - 2024.11
Bachelor of Arts - Business Management with HRM
University of East London
2014.09 - 2017.07
BTEC Level 3 - Business Studies
Loxford School of Science and Technology
2011.09 - 2012.07
GCSE -
Loxford School of Science and Technology
2005.09 - 2010.07