Summary
Overview
Work history
Education
Skills
Awards
Timeline
Generic

Sofia Mohammed

Glasgow

Summary

Dedicated and reliable professional with a proven track record of achieving high standards in task execution. Excellent communication skills complemented by a strong time-keeping record. Ability to build and maintain relationships across all organisational levels while demonstrating a commitment to equal opportunities. Self-motivated and detail-oriented, capable of thriving under pressure and embracing challenges with initiative.

Overview

6
6
years of professional experience
2036
2036
years of post-secondary education

Work history

Customer Service Advisor (Travel & Home Insurance)

Concentrix
Glasgow
04.2025 - Current
  • Assisted customers in product selection to boost sales.
  • Served as the first point of contact for travel/home insurance customers, handling both inbound and outbound calls to assist with single‑trip, annual multi‑trip, backpacker policies and Building and Contents policies for home insurance.
  • Gathered critical customer information, including destination, medical history, number of travellers, coverage limits, and planned activities to recommend suitable insurance coverage.
  • Followed structured scripts to ensure compliance while delivering a friendly and personalised customer experience.
  • Created policies accurately and efficiently, demonstrating attention to detail and strong data capture skills.
  • Resolved customer queries and concerns clearly and empathetically, maintaining high satisfaction levels.
  • Consistently met and exceeded sales and performance targets through attentive service and persuasive communication.


Student Experience Team Member & Receptionist

Unite Students
Glasgow
06.2022 - 08.2025
  • Handled appointment scheduling to ensure smooth daily operations and Conducting flat viewings, inspections, and leading sales conversations.
  • Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
  • Provided valuable support during busy periods, contributing to successful operation under high pressure.
  • Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
  • Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
  • Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
  • Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
  • Maintained an organised reception area for a professional business environment.
  • Enhanced customer satisfaction by efficiently managing all front desk enquiries and assisted with administrative tasks, improving overall functionality of the office.
  • Coordinated office supplies orders to keep necessary materials available at all times.
  • Maintained accurate logs of visitor entries for security purposes.
  • Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.


Zero Carbon Living Advisor

OVO Energy
Glasgow
06.2024 - 02.2025
  • Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts.
  • Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contact.
  • Coaching my teammates in areas where I have a deeper level of knowledge or skill.
  • Taking ownership and handling complaints and resolving issues.
  • Prepare, attend and actively contribute at team meetings.
  • Having strong conversations with customers to promote products & services.
  • Working with vulnerable customers on the priority service register and filling out applications for extra support.
  • Booking appointments for smart meters, maintenance requests and engineers meter readings. Also able to cancel and rebook.
  • Having knowledge of using different systems like Salesforce, Genesys and Google chats.

Assessment Centre Coordinator

FDM Group
Glasgow
03.2022 - 03.2024
  • Managed Assessment Centres through extensive planning and organisation – ensuring a smooth assessment day experience for both interviewers and candidates.
  • Online tests – I Send/Receive and generate result tables and I work extensively with Excel, MS Forms and Presentations.
  • I Maintain all office files, both electronic and hard copies. This includes all candidate documentation from their final stage interviews – Interview Sheets, Wash Up Records, ID, Proof of Degree and Final Stage Interview HR Forms.
  • I played a key role in the development and implementation of our new Automated Final Stage Interview Process which utilises MS Forms. This has made significant time savings for the business and helped with our Final Stage Interview administration.
  • I held Management Level access to our Applicant Tracking System (Eploy) which enables me to create and manage Online Test and Final Stage Interview Slots.
  • Operational Management – I ensure the three Placement Students (who form three quarters of the AC team) receive guidance, training and support.
  • Internal Relationships – I have developed and maintained effective relationships with key stakeholders in the FDM Business, the Recruitment Management Team and the wider recruitment / FDM Team.
  • I held responsibility for ensuring that we have sufficient resources available for each assessment centre. This requires constant liaison with the wider FDM Business. We have approx. 140 interviewers trained and ready to be utilised. I communicate with their Line Managers and directly with some individuals to ensure that our Interview Rota is completed in good time.
  • Right to Work and Vetting – We have recently taken responsibility as a team for checking Right to Work Documents and ensuring that we have a fit for purpose Vetting Process in place.

Customer service representative (Covid-19)

Teleperformance
Glasgow
10.2020 - 12.2021
  • Answering inbound calls and giving advice to patients.
  • Taking patients through online assessments.
  • Booking appointments and resolving issues promptly.
  • Rescheduling appointments and arranging transport.
  • speaking to emergency services for patients.

Administrator Assistant & Credit Controller

Spice Way Distributions
Glasgow
04.2019 - 08.2019
  • Making outbound and inbound calls which included responding to telephone inquiries from clients, vendors and members of the public.
  • I did telesales, cash handling, Taking online card payments.
  • Welcomed guests and clients in upbeat and friendly manner and Promoted welcoming environment while managing receptionist area and fielding requests for information.
  • Enhanced customer satisfaction ratings by resolving issues efficiently.
  • Maintained all office files, both electronic and hard copies.

Education

NC Level 6 - Administration & IT

Glasgow Clyde College
04.2001 - 01.2019

NC Level 5 - Social Sciences

Glasgow Clyde College
Glasgow

Skills

  • In-depth knowledge of Recruitment Assessment Processes
  • Knowledge of Applicant Tracking Systems ( Eploy, Salesforce, Infinity, Nice)
  • Excellent all-round IT Skills, including MS Office Packages Trained to a high standard in Excel
  • Knowledge of modern communication tools (Zoom, Teams, etc)
  • Excellent time management and planning skills
  • Excellent communication skills
  • Listening to customers and understanding customer care
  • Able to build good relationships with colleagues, senior management, candidates and Customers
  • I work under intense pressure at times and prioritise and manage tasks/time to meet deadlines
  • Strong team leadership abilities gained through taking on ownership of recruitment projects, which involved a full team of coordinators
  • Good timekeeping and problem-solving
  • Languages (English, Urdu and Punjabi)

Awards

Culinary Excellence Award 2016 - PASS

Timeline

Customer Service Advisor (Travel & Home Insurance)

Concentrix
04.2025 - Current

Zero Carbon Living Advisor

OVO Energy
06.2024 - 02.2025

Student Experience Team Member & Receptionist

Unite Students
06.2022 - 08.2025

Assessment Centre Coordinator

FDM Group
03.2022 - 03.2024

Customer service representative (Covid-19)

Teleperformance
10.2020 - 12.2021

Administrator Assistant & Credit Controller

Spice Way Distributions
04.2019 - 08.2019

NC Level 6 - Administration & IT

Glasgow Clyde College
04.2001 - 01.2019

NC Level 5 - Social Sciences

Glasgow Clyde College

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