Tahirah Shah
Stapleford,Nottingham
Summary
Highly skilled professional with expertise in ethical conduct, responsive communication, and persuasive negotiating. Demonstrates responsible decision-making and strategic planning abilities, ensuring effective conflict resolution. Committed to leveraging these skills to drive organisational success and foster a collaborative work environment.
Overview
25
25
years of professional experience
1
1
Certification
Work history
Contract Officer
MTVH
12.2022 - 05.2025
- Company Overview: Beeston Office, Hybrid – Days
- Liaising with Contractor management, Contractor s, local housing managers (LHM’s), and several internal departments to ensure that safety checks are done within the heating team.
- Daily use of Northgate/NEC, CRM, True compliance, Power BI, Contractor portals, Oracle, Service now, Teams, Outlook, Microsoft word, Excel, and power point.
- Heading meetings and being a crucial part of day to day reporting statistics based on over due & near due properties. Assessing rejected certificates and challenging contractors regarding dips in performance.
- Gathering sufficient evidence where there has been no contact/refused access to coordinated with legal team and address any disputes promptly.
- Acquiring access to units or blocks that are void, MBOA's, key holding only, with lettings, decanted residents, restricted access, inhabited due to residents complex situations or renovations.
- Devising new strategies in order to attain consistent improvement of KPI's & SLA's.
- Offering compassionate support for minimised distress and upset to distressed and vulnerable residents.
Operations Manager
Yu Energy
06.2022 - 11.2022
- Company Overview: Hybrid / Days - Redundant
- Trained and mentored a high-performing team through regular performance reviews, individual feedback, and professional coaching.
- Analise customer data to identify opportunities and improve relationships.
- Exceeded team goals by partnering with staff to share and implement customer service initiative.
- Selected candidates to add to workforce and meet demands by encouraged innovative thinking in the team and fostered an environment of growth and development.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Investigate and resolve all escalated business and customer queries/complaints.
- Hybrid / Days - Redundant
Claims handler
GoCardless
07.2021 - 05.2022
- Company Overview: Remote – Nights– End of contract
- Creative problem solver, building relationships with customers, Being the voice of Merchants within GoCardless.
- Offering support and resolutions via phone, Live Chat, email, Zoom and Chilli Piper.
- Using Intercom, Zen desk and other platforms to resolve account enquiries, payment notifications, setting up mandates. Understanding the UK & international banking process.
- Covering Australia, New Zealand, North America, and other countries as part of the night team. Left to self-manage most nights in a truly fast-paced culture.
- Adhering to FSA for the UK and the AFSA & FAP internationally.
- Dealing with payments and repayments from B2B and B2C. Investigating business accounts for fraudulent activities and discrepancies.
- Target driven, with proven track record of achieving results.
- Provided comprehensive training to junior staff members, enhancing overall team performance.
Incident Manager
CET Structures
08.2018 - 07.2021
- Company Overview: Remote – Nights – Redundant
- Case management, invoicing, quotes, closures & return visits.
- Logging dissatisfactions, negotiating resolutions to halt escalations.
- Understanding SLA’s and resolve claims quickly and efficiently.
- Build successful relationships and having regular contact with contractors, other departments, management on shift and clients.
- Remote – Nights – Redundant
Customer service advisor
Web help / First source
06.2016 - 08.2018
- Company Overview: Hybrid - Days – Career
- Target driven, with proven track record of achieving results.
- The ability to stay self-motivated in a competitive environment.
- Be tenacious, adaptable, and resilient.
- The ability to turn a negative into a positive.
- Hybrid - Days – Career
1st contact
DWP
12.2011 - 04.2015
- End of contract
Claims / Job Trainer
RBS
06.2005 - 11.2011
- Redundant
Technical assistant
D&G
04.2000 - 04.2005
- Career change
Education
City & Guilds - Customer services Levels I,II& III
Diploma - Business and Finance
GNVQ - Information Technology
GCSE - Math, English, Science, Textiles, French, Art and RE
Skills
- Ethical conduct
- Responsive communication
- Persuasive negotiating
- Responsible decision-making
- Strategic planning
- Conflict Resolution
Accomplishments
- Information security
- Safeguarding awareness
- Data protection Essentials
- Anti corruption
Languages
English
Urdu
Personal Information
- Date of birth: 06/27/77
- Nationality: British
Custom
- Reading
- Going to the Cinema
- Watching Movies & Boxsets
- Photography
- Photo restoration
- Photo enhancement
- Voluntary administration for a mainly youth boxing club
Affiliations
- Volunteering for local charities
- Photography/Graphic Design
- Organising family outings / holidays
Certification
- CORGI Level 2 VRQ Gas safety awareness in social housing
- Gas Awareness - How gas behaves as it leaks and how it burns safely
- Carbon Monoxide (CO) Awareness - How CO is produced, recognise the symptoms of CO
poisoning, CO Detection, reducing the risk of CO poisoning
- Safe Gas Appliances - Identifying good combustion and unsafe appliances/installations
- Landlord Responsibilities and Legislation, Gas Safe Registration.
- Dealing with Reports of Fumes and Gas Escapes
Timeline
Contract Officer
MTVH
12.2022 - 05.2025
Operations Manager
Yu Energy
06.2022 - 11.2022
Claims handler
GoCardless
07.2021 - 05.2022
Incident Manager
CET Structures
08.2018 - 07.2021
Customer service advisor
Web help / First source
06.2016 - 08.2018
1st contact
DWP
12.2011 - 04.2015
Claims / Job Trainer
RBS
06.2005 - 11.2011
Technical assistant
D&G
04.2000 - 04.2005
Diploma - Business and Finance
GNVQ - Information Technology
City & Guilds - Customer services Levels I,II& III
GCSE - Math, English, Science, Textiles, French, Art and RE
Similar Profiles
Dacosta AbabioDacosta Ababio
Care & Support Worker at MTVHCare & Support Worker at MTVH
Richard DenhamRichard Denham
Tenancy Enforcement Lead at Metropolitan Thames Valley Housing (MTVH)Tenancy Enforcement Lead at Metropolitan Thames Valley Housing (MTVH)
Michelle ArmishawMichelle Armishaw
Cashier assistant at BetfredCashier assistant at Betfred
Sarah PaylorSarah Paylor
Operations Issue Management (Intensive Care) Lead at E.on NextOperations Issue Management (Intensive Care) Lead at E.on Next
Alex DyeAlex Dye
Ramp Supervisor at Jet2.com and Jet2holidaysRamp Supervisor at Jet2.com and Jet2holidays