MUNAZAH ASHRAF

** ***** ***** ****, ****, *****

302-***-****

adi5vd@r.postjobfree.com

Objective

To use my excellent communication and personal skills in a customer service focused position while gaining knowledge that will allow me to further my career.

Professional Experience

Barclays Bank PLC

Customer Relations Advisor

Part of the Customer Transformation Team dealing with customer complaints regarding mis-selling of Payment Protection Insurance (PPI) sold on various products including loans and mortgages

Analyzing and making a decision on whether the customers complaint was plausible and upholding the complaint to refund customers or declining the complaint reason and corresponding to the customer and third parties regarding the decision made

Worked as part of the audit team reviewing advisor letters and decisions before correspondence was sent to customers

Support new advisors with training relevant to the decision making process

Being aware of the various policies underpinning the financial services such as Data Protection, Knowing Your Customer and Fraud Awareness

Milton Keynes Borough Council

Joint Commissioning Team

Adult Wellbeing Directorate

Service Review and Contract Monitoring Officer

●Undertaking Service Reviews of Health and Local Government services as directed by the relevant commissioner

●Monitoring contracts as directed by the relevant commissioner and contracts manager, this involves meeting with senior service managers and developing action plans with them where contracts are not being met

●working with the transformation team in developing adult social services and developing links with local authority, private and voluntary organizations

●part of my work with the transformation team included developing service specifications and supporting the contract tendering team

●Maintaining and developing databases to support and assist with contract monitoring of services

●producing value for money reports detailing evidence and recommendations of service reviews

Milton Keynes Borough Council

Adult Social Care Access Team (ASCAT)

Adult Wellbeing Directorate

Customer Liaison Officer

●Providing advice, information and assistance to members of the public

●Dealing with enquiries on the duty desk and filtering these to the appropriate member of staff

Hartlepool Borough Council

Adult and Community Services

Social Care Department- Duty Team Contact Officer.

●I am entrusted with the responsibility of being the initial point of contact for the department

●This involves liaising with service users and other professionals, conducting initial assessments to ascertain the needs of the service user and providing advice and support to service users and other professionals

●I am also responsible for promoting the department and raising awareness of the services provided to potential service users and professionals, particularly to ethnic groups most likely to be unaware of the support available

NPower

Customer Services Advisor

●Working as part of the call centre team dealing with customer queries, either resolving the query at the point of call or passing the call through to the appropriate department, training new starters and occasionally engaging in telesales

Agrisearch UK Ltd

Internship

●Working as a laboratory technician assisting analysts with their workload

●This involved sample preparation of cropstuffs for pesticide residue analysis, calibrating equipment and stocktaking

●Analysing results of samples to ensure compliance with appropriate standards

Asda

Sales Assistant

●Staffing the customer service desk and dealing with customer queries and complaints

●Serving customers at the checkout

Milburns Chemist

Pharmacy Assistant

●Working on the shop floor serving customers and answering any questions they may have

●Working in the dispensary issuing prescriptions alongside pharmacist

●Ensuring delivery of prescriptions to doctor’s surgery and customers

●Stock taking and ensuring accurate delivery received of medications

●This job involved a lot of interaction with members of the public which I enjoyed as I enjoy working with others and interacting with people of all different backgrounds which this job allowed

Creations

Administrator

●Handling of invoices and estimates.

●Dealing with queries from customers

●Administration duties

Sept 2011-Dec 2012

Feb 2009 -Sept 2010

Jun 2007 - Feb 2009

Dec 2003 - Jun 2007

Oct 2003 - Dec 2003

Aug 2001- Aug 2002

Jun 2000- Aug 2002

Sept 1997 - Sept 1999

Nov 1996–Aug 1999

Education

Bachelor of Science (Hons) Applied Chemistry

Nottingham Trent University, Nottingham, England, UK

2003

Certifications

City & Guilds National Vocational Qualification (NVQ)

Level 4, Social Care and Health

2006

Core Competencies and Strengths

Accuracy – attention to detail

Organized – Ability to prioritize independently

Knowledge of computers

Excellent oral and written communication skills

Ability to work under pressure and deadlines

Excellent at working with diverse groups of people

Amiable team player

References

Available on request

Contact this candidate