Taskeen Fathima
Birmingham,West Midlands
Summary
Operations and Compliance Professional with 3+ years of experience in background screening, payroll quality audits, customer operations, and team support. Experienced in risk identification, quality assurance, KPI monitoring, documentation management, and stakeholder communication. Proven ability to manage escalations, support process improvements, and maintain compliance standards in high-volume operational environments.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work history
Senior consultant
ADP
Hyderabad , Telangana
2023.11 - 2025.07
- Spearheaded change management initiatives resulting in smoother transitions during organisational restructuring.
- Delivered high-quality reports, ensuring client satisfaction.
- Identified potential risks, mitigating negative impacts on projects.
- Prioritised work queues during high-volume periods to ensure urgent cases were completed on time and service levels were maintained.
- Maintained accurate case documentation and updated internal systems in line with audit and compliance standards.
- Reviewed payroll transactions, records, and data entries to ensure alignment with ADP quality standards and internal controls.
- Conducted quality audits, identified errors and recurring issues, and recommended corrective actions to improve accuracy.
- Prepared and reported quality trends, audit findings, and process gaps to support continuous improvement.
- Worked closely with cross-functional teams to resolve operational issues and strengthen process efficiency.
- Collaborated effectively with external auditors for seamless audits.
- Enhanced organisational integrity with rigorous audit procedures.
- Assisted in reducing rework by identifying root causes and promoting best practices across workflows.
Subject matter expert
Sutherland
Hyderabad , Telangana
2022.09 - 2023.10
- Consulted regularly with clients about their needs and requirements, ensuring high levels of satisfaction.
- Managed multiple concurrent audits without compromising quality or deadlines.
- Analysed complex data sets to detect irregularities and non-compliance instances.
- Assimilated complex information quickly, enabling timely decision-making.
- Monitored team KPIs, service quality, and productivity to support performance improvement across operations.
- Audited support tickets and customer interactions to identify errors, compliance risks, and development opportunities.
- Raised bugs and process concerns to relevant teams to improve platform accuracy and customer experience.
- Coordinated with operations and policy teams to stabilise performance during peak periods and reduce escalations.
- Managed a team of 30 associates, providing day-to-day floor support and guidance during live customer interactions.
- Helped team members handle complex cases, difficult customers, and policy-sensitive issues with confidence and consistency.
Customer service representative
Sutherland
Hyderabad, Telangana
2022.01 - 2022.10
- Resolved complex booking, cancellation, refund, and payment-related queries across calls and chats.
- Delivered high-quality customer support while maintaining productivity, quality, and data security metrics.
- Handled sensitive and escalated situations with professionalism, empathy, and clear communication.
- Performed mediation between clients and customers to resolve disputes and support successful reservation outcomes.
- Identified suitable options and promoted relevant value-added services based on customer needs.
- Worked collaboratively with internal teams to resolve issues efficiently and improve customer satisfaction.
- Adapted quickly to changing policies, tools, and workflows in a fast-moving support environment.
Blogger / Content Editor
Digital lifting
Hyderabad , Telangana
2020.06 - 2022.01
- Reviewed products within the niche market area of the blog providing valuable information for readers considering purchases.
- Promoted brand awareness for increased customer engagement through social media management.
- Researched industry topics, competitor content, and audience interests to create relevant and high-value written content.
- Produced SEO-friendly articles to improve website visibility, engagement, and organic reach.
- Edited and proofread content to ensure accuracy, consistency, grammar quality, and readability.
- Coordinated with marketing or editorial teams to plan content topics and maintain publishing schedules.
- Adapted writing style for different formats, including blogs, website pages, promotional content, and informational articles.
- Managed multiple writing tasks at once while meeting deadlines and maintaining quality standards.
Education
Master of Arts - Law
University of Birmingham
Birmingham 2025.09 - 2026.12
Bachelor of Arts - Law
Osmania University
India 2019.06 - 2024.07
Skills
Risk assessment and mitigation
Strategic visioning
Customer experience mapping
Enterprise resource planning knowledge
Strategic planning expertise
Blockchain technology awareness
Customer service and complaint resolution
De-escalation and conflict management
Queue management and workload prioritisation
Documentation accuracy and compliance
Analytical and organisational skills
Team leadership and associate support
Compliance & Policy Adherence
Background Screening
Quality Assurance & Auditing
Documentation Management
KPI Monitoring
Case Handling & Escalation Management
Customer Service & Complaint Resolution
Stakeholder Communication
Team Leadership & Coaching
Process Improvement
Problem Solving & Decision-Making
Audit support and quality review
Languages
English
Advanced
Hindi
Native
Spanish
Beginner
Timeline
Master of Arts - Law
University of Birmingham
2025.09 - 2026.12
Senior consultant
ADP
2023.11 - 2025.07
Subject matter expert
Sutherland
2022.09 - 2023.10
Customer service representative
Sutherland
2022.01 - 2022.10
Blogger / Content Editor
Digital lifting
2020.06 - 2022.01
Bachelor of Arts - Law
Osmania University
2019.06 - 2024.07