Open to opportunities

Fatimazohra Zohair

@fatimazohrazohair

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Results-driven Customer Service Specialist with expertise in complaint resolution.

United Kingdom

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a results-driven Customer Service Specialist with two years of experience in high-pressure call center environments. My expertise lies in complaint resolution and customer satisfaction, where I have successfully navigated complex issues while ensuring compliance with FCA guidelines. I am adept at utilizing CRM platforms such as Salesforce, SAP, and Zendesk to enhance operational efficiency and deliver high-quality support.

Throughout my career, I have consistently achieved high satisfaction rates by effectively communicating resolutions and maintaining detailed records. My role at ManyPets Insurance involved investigating customer complaints and liaising with internal teams to implement proactive solutions. I take pride in my ability to resolve 90% of issues on the first call, significantly reducing escalation rates and enhancing the overall customer experience.

As I seek to leverage my strong organizational, communication, and analytical skills, I am eager to contribute to a support-focused role that values operational efficiency and customer satisfaction. I am committed to continuous improvement and look forward to bringing my expertise to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Complaint Handler

Current

ManyPets Insurance

Feb 2025 - Present (5 months)

Resolved customer complaints promptly, ensuring compliance with FCA guidelines. Investigated issues by liaising with internal teams, escalating to FOS when needed. Communicated resolutions effectively through various channels, maintaining clarity.

Customer Satisfaction Process Improvement Communication

CSR/Complaint Handler

British Gas

Jul 2023 - Present (2 years)

Resolved 90% of issues on first call, significantly reducing escalation rates. Managed customer records and payments using Salesforce and SAP for efficient service. Investigated and addressed complex complaints, achieving proactive solutions.

Salesforce SAP Amazon Connect Customer Service

Case Handler

Energy Security & Net Zero

Mar 2023 - Present (2 years 4 months)

Managed detailed case records, boosting processing speed by 15%. Enhanced client satisfaction with precise, timely updates. Ensured document accuracy and confidentiality for improved client trust.

Document Management Confidentiality

Customer Service Advisor

HSBC - Manpower Customer Service

Oct 2022 - Present (2 years 9 months)

Processed orders and refunds with 98% accuracy, meeting productivity goals efficiently. Managed high call volumes, ensuring swift issue resolution through department coordination. Utilized analytical skills to maintain data accuracy and enhance customer satisfaction.

Order Processing Team Collaboration

Customer Service Handler

Test and Trace

Oct 2021 - Present (3 years 9 months)

Handled high call volumes, reducing wait times by streamlining processes and resolving issues. Resolved customer concerns with professionalism and empathy, enhancing service satisfaction. Implemented efficient call handling, contributing to operational improvements and reduced delays.

Professional Call Handling Customer Empathy Customer Satisfaction

Customer Service Representative

Student Loans Company

Sep 2021 - Present (3 years 10 months)

Assisted with account setup, minimizing wait times and enhancing customer satisfaction. Resolved inquiries promptly, ensuring timely solutions and improved service efficiency. Facilitated smooth registration processes, contributing to operational success.

Customer Satisfaction

Emergency Call Handler

Sep 2018 - Present (6 years 10 months)

Managed 200+ emergency calls daily, ensuring accurate incident logging for effective responses. Built rapport with callers to enhance information accuracy in high-stress situations.

Education

Degrees, certifications, and relevant coursework

University of Derby

Bachelor of Science, Nursing

Completed a Bachelor of Science in Nursing, gaining comprehensive knowledge in patient care, medical procedures, and healthcare systems. Developed critical skills in clinical practice and health management, preparing for professional roles in healthcare.

Nottingham College

GCSEs, English and Maths

Achieved GCSE qualifications in English and Maths, building foundational academic skills essential for further education and professional development. Focused on core subjects, demonstrating proficiency in key areas.

Distance Learning

Diploma, Health and Social Care

Completed a Diploma in Health and Social Care through distance learning, acquiring essential knowledge in care principles and social welfare. Gained insights into supporting individuals in various health and social care settings, focusing on practical application.