Summary
Overview
Work history
Education
Skills
Interests
Languages
Additional Information
Timeline
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Zarina Tanvir Malik

Zarina Tanvir Malik

Summary


I am a highly motivated and compassionate professional with extensive experience in care and support roles. My strong dedication to helping others shines in my work with a homeless Charity every Saturday on the Strand. Here, I distribute food parcels and offer a compassionate, non-judgmental listening ear to the individuals I serve, who I prefer to call “Street Angels” rather than homeless.

In these interactions, I leverage my life coaching skills to provide guidance to those in need, fostering a calming and supportive presence. My caring personality helps me connect deeply with people, creating a safe space where they feel heard and valued. This approach not only brings comfort to others but also enables me to offer practical support in a manner that respects their dignity and individuality.

I am proud to contribute positively to their lives by blending empathy with practical life-coaching insights, helping them to navigate personal challenges with greater resilience.


As a life coach through Mindset Empowered, I help individuals build confidence, overcome challenges, and achieve personal growth. I am eager to expand both my administrative and coaching skills while contributing to a stable, professional environment.

Overview

27
27
years of professional experience

Work history

legal liaison

ACT Credit Management Ltd.
Harrow, Harrow
11.2024 - 06.2025
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Demonstrated sound judgement in assessing debtor's financial situation and ability to repay debts whilst maintaining business interests intact.
  • Used effective negotiation techniques to arrange feasible payment plans.
  • Carried out regular follow-ups on outstanding payments; maintained healthy cash flow.
  • Provided empathetic assistance to indebted clients, facilitating repayments.
  • Liaised with legal teams when appropriate, expedited case resolutions.
  • Conducted thorough investigations to validate debtor information.
  • Utilised knowledge of the Financial Conduct Authority's rules and guidelines for efficient operations.
  • Followed company protocols to keep sensitive and financial information secure.
  • Remained calm and poised when communicating with difficult clients or in stressful situations.
  • Performed customer credit checks and advised on credit limit adjustments.
  • Maintained records on diary notes and debt status codes to support customer account accuracy.
  • Contacted customers to arrange or collect payments.
  • Communicated with customers diplomatically and respectfully.
  • Maintained professional tone when corresponding by email.
  • Adapted payment plans to suit individual financial situations.
  • Recommended legal action or discontinuation of service in cases of non-payment.
  • Calculated debt amounts using financial records.
  • Investigated cases of debt to uncover details of debtors.
  • Enforced rules governing customers' debt repayment.
  • Requested and processed charity payments by handling paperwork and correspondence.
  • Maintained confidentiality of financial records with utmost professionalism.
  • Boosted workflow efficiency to reduce transaction processing time.
  • Ensured accuracy in financial transactions by meticulously checking figures, postings and documents.
  • Collaborated effectively with other departments to resolve complex client issues.
  • Conducted daily reconciliation of transactions, identified discrepancies swiftly.
  • Processed data quickly and accurately, maintaining strong attention to detail.
  • Worked with large volumes of data, completed accurate calculations, and presented results in required formats.

Service Optimisation Manager Health Care

Voyage Care Ltd
Ashford, DEV
07.2023 - 12.2023
  • Ensuring the growth strategy is delivered through active participation, preparation, integration and mobilisation of acquisitions and large tender wins.
  • Working across directorates to facilitate effective integration of tender wins and acquisitions.
  • Working in partnership with directorates to prepare and participate in acquisitions and tenders.
  • Developing change management and improvement plans in partnership with operations and other stakeholders,
  • Delivering , implementing and ensuring accountability for change- management and improvement plans by supporting operationally within the service.
  • Using standard tools and processes to support planned delivery of large-scale projects/ assignments offering advice, expertise and support where required.
  • Contributing to organisational projects and working groups, offering experience and specialist knowledge.
  • Being responsive and supportive with the delivery of quality improvement individually or part of a wider team approach including across various directorates.
  • Boosted quality of care by offering expert advice and mentoring team.
  • Inspired teams to proactively pursue continuous improvement within areas of work.
  • Built positive working relationships with local authority departments, and other external organisations.
  • Monitored recordkeeping to enforce high standards of document control and champion transparency.
  • Carrying out all duties in accordance with the organisation.
  • Developing, implementing, reviewing and monitoring the effectiveness of optimisation plans, which includes the implementation of recommendations and action plans in services.

Service Manager

liaise Loden
High Wycombe, Buckinghamshire
04.2021 - 05.2023
  • Supported departmental budget governance for expenditures, materials and labour.
  • Prepared rota's and assigned workloads to achieve service targets.
  • Created detailed written plans and obtained customer consent to proceed with purchase.
  • Optimized processes by reviewing systems and exploring automated solutions.
  • Offered out of hours support and liaised with technical teams to restore services.
  • Procured equipment and consumables to deliver on team goals.
  • Carried out thorough risk assessments to verify continued compliance with health and safety regulations.
  • Implemented new policies to reach regulatory compliance.
  • Assessed daily operational needs and requirements and used team meetings to encourage staff to achieve goals.
  • Devised and implemented improvements to service procedures, improving customer satisfaction scores.
  • Upheld the organisation's values by holding professional development appraisals with 12 staff each month.
  • Optimized operational systems to maintain effective budgets and accurate documentation for permanent records.
  • Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
  • Arranged for ongoing housekeeping to keep home areas clean, neat and properly sanitized.
  • Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
  • Spearheaded proactive training strategies to keep staff at forefront of current best practices and safety protocols.
  • Offered learning opportunities to help residents develop important life skills.
  • Mentored and coached staff to improve performance and interactions with residents.
  • Assisted staff with maintaining residents' health by scheduling medical appointments and arranging transportation.
  • Promoted residents' health and well-being by organizing diverse activities for physical, mental and social stimulation.
  • Helped individuals with moderate to severe developmental disabilities carry out daily living tasks by coordinating expert support.
  • Supervised residents preparing meals and handling chores and provided constructive feedback.
  • Assisted residents with daily hygiene and living tasks.
  • Managed day-to-day operation of home to comply with regulations and agency standards.
  • Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
  • Communicated with delegating nurse to coordinate and complete medical services.
  • Analysed customer feedback and trends to drive process improvements.
  • Regularly monitored operational progress against budgets to ensure cost-effective, efficient service provision.
  • Prepared rotas and assigned workloads to achieve service targets.
  • Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
  • Displayed ethical behaviour in line with code of conduct to set positive example for employees.

Compliance Officer in Liaise Loddon

Liaise Loddon
London, ENG
01.2022 - 04.2023
  • Reported on compliance performance to senior management.
  • Supported company ethos of continual improvement and growth with stringent audit schedule.
  • Investigated suspicious, irregular or non-regulatory compliant activities.
  • Collected and organised internal information to support execution of audits.
  • Escalated areas of concern through appropriate internal or external channels.
  • Recorded and actioned findings of internal investigations in line with proper procedure.
  • Responded to compliance-related queries, keeping up to date with changes to regulations.
  • Conducted intensive audits and risk assessments to identify and minimise non-compliance.
  • Ensured company policies were implemented and adhered to.

Support Worker

Liaise Loden
High Wycombe, Buckinghamshire
10.2020 - 04.2021
  • Assisted with personal care activities such as washing and dressing, consistently promoting positive health and hygiene.
  • Led group activity programmes to support independence and encourage community inclusion.
  • Monitored individuals' progress, continuously updating and adjusting care plans to meet health and wellbeing needs.
  • Used excellent communication and interpersonal skills to engage and interact with individuals in need.
  • Provided support in social, physical and emotional areas to assist clients with integration into local community.
  • Conducted one-to-one and group support sessions, helping service users to achieve care plan objectives.
  • Improved health outcomes by delivering consistent care in collaboration with nursing team.
  • Built strong patient relationships through compassionate care and friendly rapport building.
  • Continuously promoted best practices in health, safety and security to safeguard service user welfare.
  • Empowered individuals to pursue hobbies and leisure activities such as shopping and creative activities.
  • Administered medication with rigorous planning and recordkeeping.
  • Delivered high-quality care to individuals with varying needs, tailoring support to meet personalised care plans.
  • Promoted personal wellbeing and independence, building service user confidence through social and community interaction.
  • Reported on service user progress to senior staff, addressing concerns and suggesting appropriate action.
  • Monitored and documented client behaviour, activities and development, aiding appropriate care plan management.
  • Provided physical and emotional support, employing compassionate care to help individuals achieve their full potential.
  • Applied mobility assistance knowledge to safely ambulate patients in varying elevations and obstacles.
  • Prepared tasty and healthy meals to meet dietary requirements.
  • Met needs of clients with learning difficulties and handled challenging behaviour.
  • Worked in close partnership with families, friends and carers to improve care plan effectiveness.
  • Collaborated with clients to clean house and prepare meals with person-centred care approach.
  • Monitored physical and emotional wellbeing of individuals, reporting changes to care managers.

Phlebotomist

Dr Shahbaz A Cheema
London
09.2019 - 03.2020
  • Carrying out multitude of Phlebotomy activities and responsibilities for groups of clinics across London
  • Somerset Medical Centre; Somerset Family Clinic, Sunrise Medical Centre, Saluja Clinic, KS Medical Centre,
  • Hammond Road Surgery, Featherstone Medical Centre.
  • Stocked phlebotomy trolley or carrier with appropriate supplies.
  • Spoke with patients to gather information for lab records, reduce their fear or anxiety and optimise their cooperation.
  • Accurately labeled vacutainer tubes with patient name, date and time of collection.
  • Protected patients by following infection control, sharps disposal and bio-hazardous waste disposal procedures.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles and straight needles.
  • Assembled tourniquets, needles and blood collection devices to prepare work trays.
  • Drew blood from veins by vacuum tube, syringe or butterfly venipuncture methods.
  • Followed physician orders to correctly administer therapeutic phlebotomy.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Promoted mission, vision and values of organization and trained new clinical staff in phlebotomy procedures.
  • Tracked collected specimens by initialising, dating and noting times of collection.
  • Reviewed patient records for accuracy and completeness.
  • Packaged and shipped specimens to central lab daily.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.

Community Development Officer

REPTON SCHOOL
Dubai
08.2007 - 08.2010
  • Organised and developed a variety of projects leading to greater awareness and community outreach
  • Hosted fundraising events for National holidays, liaising with the head of schools and event vendors
  • Successfully led a team to organise sports days, plays, and presentations.

Teacher

RIGHT DAY MONTESSORI
Dubai
08.2001 - 08.2003
  • Taught a class of pre-school 3-year-olds, preparing curriculums and providing bespoke learning activities
  • Created reports and progress updates on the children for school records and parental information
  • Participated in Montessori curriculum learning sessions to aid my teachings
  • Multiple times chaired meetings.

Customer Service Agent

IAPA
London
08.1998 - 08.1999
  • Provided exceptional customer care to a range of clients, resolving many issues daily
  • Compiled account summaries for review with the finance team on each day's financial data
  • Implemented a Priority service to deal with internal complaints my team members as efficiently as possible.

Education

Certification; Theory & Dry Lab Phlebotomy Course; Practical Phlebotomy Skills -

Maxis Healthcare London

Certification; CTI Training Program Co-Active Coaching Fundamentals, Fulfillment, Balance & SynergyNorthern Examination and Assessment Board London -

Co-Active Training Institute
Dubai

Etiquette

Finishing Academy

University Entrance Test in English for Speakers of Other Languages -

Sint

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Sint Institute Lutgaard Oostende

Certificate; Secondary/High School Education - undefined

Skills

Life Coaching: Empathetic and motivational, guiding clients to reach their full potential in personal and professional development

Customer Relationship Management: Skilled in building lasting client relationships, ensuring excellent customer service and satisfaction

Sales & Negotiation: Strong persuasive abilities, able to close deals effectively while maintaining customer trust

Communication: Excellent verbal and written communication skills, adept at engaging diverse clients and stakeholders

Organisation & Time Management: Highly organised, able to juggle multiple responsibilities while delivering results within deadlines

Team Leadership: Experience in mentoring and coaching teams, fostering a collaborative and results-driven environment

Change Management & Project Integration: Expertise in managing organisational transitions, large-scale projects, and service optimisation

Technological Proficiency : Proficient in Microsoft Office, CRM systems, and data management tools such as Ablyss and Radar

Interests

Kundalini Yoga, International Cuisine, Music, Running, Hiking, Swimming;

Languages

English
Fluent
Hindi
Fluent
Dutch
Fluent
French
Upper intermediate

Additional Information

. life coach at MindsetEmpowered

. Proficient in using Ablyss software for efficient data management of service users. Radar

. Experienced in utilising radar systems for compliance work to ensure service integrity and stay up-to -date with outstanding tasks.

. Every Saturday go meet the street angels at the STRAND. ( I don't like to call them homeless), distribute food parcels and be a listening ear.

. Use my coaching skills for anyone who needs my service.

Timeline

legal liaison

ACT Credit Management Ltd.
11.2024 - 06.2025

Service Optimisation Manager Health Care

Voyage Care Ltd
07.2023 - 12.2023

Compliance Officer in Liaise Loddon

Liaise Loddon
01.2022 - 04.2023

Service Manager

liaise Loden
04.2021 - 05.2023

Support Worker

Liaise Loden
10.2020 - 04.2021

Phlebotomist

Dr Shahbaz A Cheema
09.2019 - 03.2020

Community Development Officer

REPTON SCHOOL
08.2007 - 08.2010

Teacher

RIGHT DAY MONTESSORI
08.2001 - 08.2003

Customer Service Agent

IAPA
08.1998 - 08.1999

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Sint Institute Lutgaard Oostende

Certificate; Secondary/High School Education - undefined

Certification; Theory & Dry Lab Phlebotomy Course; Practical Phlebotomy Skills -

Maxis Healthcare London

Certification; CTI Training Program Co-Active Coaching Fundamentals, Fulfillment, Balance & SynergyNorthern Examination and Assessment Board London -

Co-Active Training Institute

Etiquette

Finishing Academy

University Entrance Test in English for Speakers of Other Languages -

Sint

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Zarina Tanvir Malik