Siham Jama
England
Summary
Final-year law student with a background in customer service leadership and referencing work, handling enquiries, reviewing documentation, and resolving issues accurately. Confident supporting people from different backgrounds, managing confidential information, and balancing multiple priorities while maintaining calm, professional guidance in difficult situations.
Overview
1
1
Language
1
1
Certification
8
8
years of professional experience
Work History
Referencing Executive
Goodlord
Sheffield
07.2026 - Current
- Reviewed supporting documentation, identified missing or inconsistent information, and followed up to ensure accurate processing of applications, contributing to a smooth referencing experience.
- Manage multiple referencing applications simultaneously, prioritising workloads and meeting deadlines while maintaining a high standard of accuracy.
- Communicated with tenants, landlords, letting agents and employers to gather information and resolve queries, enhancing overall efficiency of referencing process.
- Provided guidance and support to applicants, addressing complex queries and challenging circumstances to facilitate successful referencing outcomes.
- Handle sensitive and confidential personal information in accordance with data protection requirements and company procedures.
Customer Service Manager
Ant Marketing
Sheffield
01.2020 - 04.2023
- Began as a Customer Service Advisor, handling inbound calls and email enquiries, providing guidance and resolving customer issues in line with company policies and procedures.
- Promoted to Supervisor after nearly a year, taking responsibility for escalated complaints, complex enquiries and supporting advisors with challenging customer interactions.
- Provided one-to-one coaching and training, enhancing employee skills, confidence and productivity.
- Subsequently promoted to Team Manager, overseeing daily operations, team performance and service standards within a fast-paced contact centre.
- Conducted performance reviews, supported employee development and assisted with recruitment, training and internal progression opportunities.
- Managed sensitive employee matters, providing support and guidance while maintaining professionalism and confidentiality.
- Built and maintained strong client relationships through regular meetings, addressing concerns and identifying opportunities to improve service delivery.
- Analysed performance data to create targeted development plans, improving service quality and customer satisfaction.
- Left the position to pursue my Law degree at Manchester Metropolitan University.
Hotel All Rounder
Talwood Hotel
Talwood, Queensland
03.2019 - 08.2019
- Oversaw daily hotel operations, ensuring consistent high service standards and enhancing guest satisfaction.
- Managed guest enquiries, reservations and requests, providing assistance and resolving issues efficiently.
- Handled guest complaints and operational challenges professionally, identifying practical solutions to resolve concerns.
- Supported the coordination of daily hotel activities to ensure smooth operations and a positive guest experience.
- Collaborated with colleagues across departments to uphold service standards and effectively address guest needs.
- Completed administrative tasks and maintained accurate records, supporting efficient hotel operations and guest service delivery.
- Fulfilled this role during travels across Australia on a Working Holiday Visa. Concluded employment because of visa limitations and travel obligations.
Education
Bachelor's degree - Law
The Manchester Metropolitan University
Manchester10-2026
GCSE - English Literature, English Language, Maths, Science, History, Business, IT, Citizenship and Religious Studies
Fir Vale Secondary School
Sheffield07-2016
A Level - Law, History and Sociology
Longley Park Sixth Form College
Sheffield06-2018
Skills
- Document management
- Data protection compliance
- Microsoft Office
- Microsoft Excel
- Legal research
- Case management
- Document review
- Administrative experience
- Organisation
- Customer service
- Client communication
- Client engagement
- Executive decision-making
- Leadership
- Team development
- Staff training
- Problem-solving
- Communication skills
Languages
English
First Language
Certification
European Computer Driving Licence (ECDL), ICDL Foundation
Hobbies and interests
- Legal Research and Criminal Justice
- Community engagement and Women's Empowerment
- Law and Current affairs
- Human Rights and Social Justice
Timeline
Referencing Executive
Goodlord
07.2026 - Current
Customer Service Manager
Ant Marketing
01.2020 - 04.2023
Hotel All Rounder
Talwood Hotel
03.2019 - 08.2019
Bachelor's degree - Law
The Manchester Metropolitan University
GCSE - English Literature, English Language, Maths, Science, History, Business, IT, Citizenship and Religious Studies
Fir Vale Secondary School
A Level - Law, History and Sociology
Longley Park Sixth Form College