Zahra Mohamed
London
Summary
Customer Service Executive with over 11 years of extensive experience in providing exceptional customer care and expert advice across various fields. Bilingual in English and Arabic, I possess strong organizational skills and a proven ability to effectively manage changing priorities. I am dedicated to fostering positive relationships and delivering solutions with an emphasis on customer satisfaction and efficient service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Client Administration & Project Support
Cooper Genomics
London
04.2024 - 09.2025
- Supported the launch of a new client platform by oversaw administrative workflows linked to the platform, ensuring data accuracy, compliance, and operational efficiency for both clinics and lab teams.
- Led the implementation of a cutting-edge client platform, enabling clinics to upload patient data seamlessly and providing real-time access for lab teams.
- Managed user onboarding by creating and configuring clinic accounts, generating secure login credentials, and delivering comprehensive training through Teams calls and custom demo videos.
- Provided daily operational support, addressing and resolving platform-related inquiries, such as login issues and data access problems, ensuring uninterrupted clinic operations.
- Generated and analysed daily discrepancy reports for patient samples, identifying and rectifying missing information, such as patient demographics and biopsy dates, and coordinating with the team to ensure data accuracy.
- Oversaw global logistics and arranging shipments from international clinics in regions like Australia, Europe, Asia, and North Africa, and ensuring timely and safe delivery to the New Jersey lab.
- Coordinated with courier services (DHL /Royal Mail local carriers) to schedule pickups and track shipments, guaranteeing the integrity and timeliness of samples.
- Updated and maintained SOP documents, ensuring all logistics and DNA sample procedures were compliant and up-to-date, reflecting meticulous attention to detail.
Senior Customer Support Specialist
Cooper Genomics
London
03.2022 - 04.2024
- Maintained and organised case documentation, ensuring all test records, forms, and databases were accurate, compliant, and updated in line with KPIs.
- Coordinated daily case activities, tracking progress across multiple systems to guarantee timely case resolution and seamless workflow between clinics and the laboratory team.
- Reviewed and validated client forms, carefully checking for missing or incorrect data before submission to minimise errors and ensure regulatory compliance.
- Delivered high-quality client communication, keeping clinics fully informed of case progress, and resolving inquiries quickly to maintain strong trust and satisfaction.
- Supported sample collection processes, liaising with clinics to ensure correct handling and timely delivery to the lab.
- Acted as a key link between clinics and lab teams, addressing daily inquiries with precision, ensuring accurate data transfer, and avoiding delays in case progression.
- Consistently demonstrated strong attention to detail, and supporting the lab team in maintaining the highest data integrity standards.
Kaplan International Languages
London
01.2014 - 03.2022
- Delivered tailored bilingual support (English & Arabic) to international students, sponsors, and agents, ensuring they felt welcomed, understood, and supported throughout their journey.
- Acted as the bridge between students and administration, resolving academic, personal, and compliance matters with diplomacy and care.
- Built and maintained strong partnerships with Embassies and Cultural Attachés across the Middle East & North Africa, strengthening Kaplan’s reputation and trust.
- Oversaw sponsored student invoicing, liaising directly with Cultural Attachés to issue accurate invoices on time, ensuring payments were received in full and without delay.
- Guided students through the UK visa process, simplifying complex requirements and ensuring compliance with study plans.
- Managed student logistics — coordinating accommodation, insurance, and airport pickups to guarantee a seamless arrival and stay.
- Created and distributed welcome packs covering banking, healthcare, and attendance rules, helping students settle in confidently.
- Managed and maintained client data across Salesforce and CLASS systems, ensuring records were accurate, compliant, and up to date.
- Produced satisfaction and performance reports, using insights to recommend service improvements and elevate the student experience.
- Partnered with sales and marketing teams to follow up on leads, support revenue growth, and maintain the company’s Arabic website.
- Assisted finance with refunds and billing cases, ensuring accuracy and transparency.
- Resolved student and agent complaints quickly, de-escalating issues and turning them into positive experiences.
- Contributed to business growth through retention strategies, upselling services, and onboarding new agent accounts.
AlexandAlexa
Bermondsey, London
08.2013 - 12.2013
- Delivered bilingual customer care (English & Arabic), creating a welcoming experience for a diverse, international client base.
- Resolved a high volume of customer enquiries, complaints, exchanges, and returns via phone and email, ensuring every issue was handled quickly and to the customer’s satisfaction.
- Built and maintained a personalised client database, allowing for stronger relationships and tailored service.
- Produced service performance and satisfaction reports, providing management with insights to improve operations and customer loyalty.
- Collaborated with management to develop targeted offers and promotions for Arabic-speaking customers, driving higher engagement and sales.
Sales Executive (Temp)
Mulberry
London
07.2013 - 08.2013
- Delivered exceptional customer service, including for Arabic-speaking clients, turning inquiries into sales.
- Showcased new products and offers while keeping the store visually impeccable.
- Streamlined returns, repairs, and pre-orders for a seamless shopping experience.
Supervisor
Bizzy B
Jeddah
09.2011 - 05.2012
- Ran daily operations, from staff schedules to financial reporting, keeping the business on track.
- Led, trained, and motivated the team, ensuring smooth service and high morale.
- Organized standout events and proactively followed up with clients to build loyalty and repeat business.
Education
LEVEL 7 DIPLOMA - Public Administration
Leadership & Management – Level 7 - undefined
Brentwood Open Learning College
Diploma - Customer Services
Staff Training Solutions
Compliance & Risk Management - undefined
One Education
Advanced Diploma - Recruitment Consultant
Skills
I have strong communication and organizational skills, along with a keen attention to detail and effective problem-solving abilities I am proficient in office software and CRM systems, and I excel in time management and adaptability I am open to learning new skills and methods that a new role may require, ensuring continuous growth and contribution My customer service orientation allows me to consistently deliver exceptional support
Certification
- Project Management | UK
- HR Management | UK
- Administrative Skills | Oxford Home Study Centre, UK
- Customer Services – Level 3 & 4 | Oxford Home Study Centre, UK
- Level 2 NVQ Certificate in Customer Service | OCR, UK
- Level 2 NVQ Certificate in Principles of Customer Service | OCR, UK
- Intermediate Level Apprenticeship in Customer Service | UK
- Certificate in Computer Applications (Microsoft Office) | Saudi Arabia
- High School Certificate, Literary Department | Kingdom of Saudi Arabia
Affiliations
- In my free time, I really enjoy baking and trying out new recipes. I also like to stay active by hitting the gym, taking long walks, and getting outdoors. It helps keep my energy up and makes me feel great!
Timeline
Client Administration & Project Support
Cooper Genomics
04.2024 - 09.2025
Senior Customer Support Specialist
Cooper Genomics
03.2022 - 04.2024
Kaplan International Languages
01.2014 - 03.2022
AlexandAlexa
08.2013 - 12.2013
Sales Executive (Temp)
Mulberry
07.2013 - 08.2013
Supervisor
Bizzy B
09.2011 - 05.2012
Leadership & Management – Level 7 - undefined
Brentwood Open Learning College
Diploma - Customer Services
Staff Training Solutions
Compliance & Risk Management - undefined
One Education
Advanced Diploma - Recruitment Consultant
LEVEL 7 DIPLOMA - Public Administration
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