Summary
Overview
Work history
Education
Skills
References
Timeline
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Yasmin Karkari

London,United Kingdom

Summary

Accomplished professional with expertise in Customer Relationship Management (CRM) and a proven track record in building strong client relations. Adept at collecting, interpreting, and analysing data to drive impactful decisions. Demonstrates excellent time management skills and workload management, ensuring efficient problem resolution and policy understanding. Skilled trainer with a focus on customer satisfaction and dealing with vulnerable populations. Proficient in MS Office, committed to delivering high-quality results while maintaining a customer-focused approach.

Overview

5
5
years of professional experience
2019
2019
years of post-secondary education

Work history

Service Development Officer

Croydon Council
Croydon, United Kingdom
04.2023 - 09.2024
  • Familiarity with contract and compliance management.
  • Proficient in assessing performance and using performance measures and data to improve the service levels.
  • Skilled in applying analytical thinking to comprehend service-related matters and effectively communicate them.
  • Providing advice on service options by understanding and agreeing on the user requirements.
  • Optimising the use of technology, including housing and project management systems like NEC and Vitro, to improve service delivery.
  • Maintaining a positive approach in demanding situations, fostering a team's ability to adapt to changing demands.
  • Proficient in identifying contractual risk management by utilizing a risk register.
  • Providing assisted with managing project-based work by holding monthly meetings to address concerns, implementing any required changes to provide a better service.
  • Provided training to all Planned Maintenance staff on the NEC Housing system and authored a comprehensive manual to facilitate service development.
  • Proficient in comprehending contractual financial obligations, utilizing key performance indicators to assist in payment outcomes, to enhancing services levels.
  • Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
  • Analysed individual complaints, leading to targeted problem-solving efforts from the team.

Neighbourhood Officer

SW9 Community Housing
London, United Kingdom
01.2023 - 04.2023
  • Manage a defined patch of properties, providing day-to-day tenancy management services for SW9 Community Housing on behalf of Network Homes.
  • Ensuring that management of void properties are carried in line with SW9's allocation policy and voids procedures, to minimise void rent loss and other costs.
  • Attend evening meetings and other community events as required. Attend consultation evenings for all new developments and input into specifications to ensure the best interests of tenants.
  • Manage the allocations process including nominations, mutual exchanges, successions and transfers ensuring the voids and lettings systems are maintained on Northgate.
  • Process all P2P invoices including Council Tax and raise Purchase Orders.
  • Providing support to vulnerable residents, ensuring good links with support networks and the co-ordination of services to address needs or problem issues.
  • Ensuring to encourage community leadership and responsibility whilst inviting feedback and participation on service delivery.
  • Provide high quality service and support to those experiencing anti-social behaviour and hate crime including domestic violence issues. Investigate all ASB cases ensuring action plans and evidence are in place in the event court action is pursued.
  • Provide performance information and other statistical data as required for management and other purposes.
  • Undertake regular tenancy audits to ensure the appropriate use of dwellings and take action to deal with breaches of conditions of tenancy and recover dwellings from unauthorised occupants.

Housing Officer

Notting Hill Genesis
London, United Kingdom
07.2022 - 01.2023
  • Maintaining impeccable condition of properties, monitoring delivery of reactive repairs to ensure high standard.
  • Facilitating in the smooth running of tenancy audits by ensuring timely and correct completion of appropriate documentation.
  • Ensuring residents are offered the right support to maintain tenancies, signposting where required.
  • Managing and effectively tackling antisocial behaviour to resolve disputes in coordination with other departments.
  • Reducing rent arrears by using personal knowledge of residents to ensure effective support is offered to maximise income and sustain tenancies.
  • Meeting residents in their home to understand their needs and desires for the future.
  • Complete all FRA actions as directed.
  • Responsible for authorising work orders to budget.
  • Managing void properties to be ready to let.
  • Assessing prospective residents and establishing a professional and trustworthy relationship.
  • Assured satisfaction by providing professional and empathetic responses to tenants concerns.
  • Developed solutions for complex cases, improving overall service quality.

Scheduling Manager /Complaints officer/Bid Writer

Axis
London, United Kingdom
11.2019 - 12.2021
  • Reviewed and analysed bid opportunities.
  • Wrote and edited bid responses.
  • Ensured compliance and accuracy of bid documents.
  • Tracked bid outcomes and maintained bid databases whilst contributing to bid management processes, ensuring to keep up to date with industry trends and best practices.
  • Proficient in understanding pricing and commercial aspects of bids.
  • Generated department orders and accompanying documentation.
  • Optimized organizational processes by effectively managing operatives' schedules while adhering to contractual restrictions.
  • Monitored and optimized inventory, and reordered materials as required.
  • Advised regarding delays and special circumstances.
  • Manage antisocial behaviour to resolve disputes in coordination with other departments.
  • Managed complaints and queries from residents in a timely manner to prevent escalations.
  • Researched and updated all required materials needed for operatives to complete repairs.
  • Oversaw daily operations over 19 operatives and tenants accounts.
  • Managed a team of 5 schedulers, delegating workload.
  • Carried out appraisals and managed performances through KPI's.
  • Provide training to coordinators to maintain high customer service standard.
  • Managed Void properties repairs.
  • Recruit when necessary to meet business demands.
  • Worked directly with other departments, clients, and management to achieve best results.

Education

BTEC National Diploma - Applied Science

John Ruskin College
South Croydon, Surrey

GCSE -

The Norwood school
West Norwood, London
04.2001 - 07.2008

Skills

  • Customer Relationship Management (CRM)
  • Skilled trainer
  • Excellent time management skills
  • MS Office expert
  • Collect, interpret, and analyse data
  • Customer focused
  • Strong client relations
  • Workload management
  • Problem resolution
  • Dealing with venerable
  • Policy understanding
  • Impact assessment

References

References available upon request.

Timeline

Service Development Officer

Croydon Council
04.2023 - 09.2024

Neighbourhood Officer

SW9 Community Housing
01.2023 - 04.2023

Housing Officer

Notting Hill Genesis
07.2022 - 01.2023

Scheduling Manager /Complaints officer/Bid Writer

Axis
11.2019 - 12.2021

GCSE -

The Norwood school
04.2001 - 07.2008

BTEC National Diploma - Applied Science

John Ruskin College

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Yasmin Karkari