Open to opportunities

Hafsa Jama

@hafsajama

Message

Graduate seeking opportunities to build knowledge and challenge abilities.

Zimbabwe

Message

What I'm looking for

I am looking for a role that challenges my abilities and allows me to grow while contributing to a supportive team environment.

I am an experienced customer service professional with over 7 years of experience supporting patients and the public across various sectors, including healthcare and government. My expertise lies in high-volume call handling, where I have consistently achieved over 95% KPI scores while delivering empathetic and accurate support. I am fully equipped for remote work and am committed to providing reliable, high-quality service that builds patient trust.

Throughout my career, I have successfully navigated multiple systems, including SystmOne, CXOne, and Avaya, while adhering to strict data protection guidelines. My roles have included supporting claimants with Universal Credit queries, booking appointments for COVID-19 vaccinations, and assisting the public with NHS services. I have also led community-focused projects as a volunteer, driving digital transformation and improving fundraising outcomes.

In addition to my customer service experience, I have a background in data analysis, having collaborated with analytics teams to present performance insights and support strategic decision-making. My strong communication skills, patience, and ability to handle sensitive situations have been key to my success in these roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advisor

Current

Teleperformance

Oct 2024 - Present (8 months)

Supported claimants with Universal Credit queries, including identity verification and payment issues. Achieved performance targets including AHT, customer satisfaction, and call quality scores.

Identity Verification Payment Processing Customer Satisfaction

Current

Project Manager

Current

Hayaan Organisation

Aug 2021 - Present (3 years 10 months)

Led community-focused projects, driving digital transformation and increasing donor retention among younger demographics. Designed processes to track donor journeys and improved fundraising outcomes.

Project Management Digital Transformation Fundraising Data Analysis

Customer Booking Advisor

Teleperformance

Oct 2023 - Oct 2024 (1 year)

Booked appointments for COVID-19 and flu vaccinations under NHS guidance. Consistently met individual KPIs while handling a high volume of calls.

KPIs Customer Support Data Protection

NHS Booking Advisor

Hinduja Global Solutions (HGS)

Aug 2022 - Oct 2023 (1 year 2 months)

Handled inbound calls assisting the public with NHS vaccination bookings. Guided callers through processes clearly and compassionately, especially those less confident using digital systems.

Test & Trace Agent

Sitel

Nov 2021 - Aug 2022 (9 months)

Delivered government-mandated advice and support to individuals exposed to or testing positive for COVID-19. Logged sensitive information accurately while providing emotional support to callers.

Logging Emotional Support Pressure Handling

Data Analyst Intern

Sky

Jul 2021 - Aug 2021 (1 month)

Collaborated with the data analytics team to compile and present performance insights. Used Excel and visualisation tools to support clear communication of data trends to relevant teams.

Data Analysis performance reporting Excel Data Visualization

Contract Analyst

Social Media Startup

Nov 2020 - Jul 2021 (8 months)

Analysed large volumes of user conversation and survey data to identify behavioural patterns. Delivered user experience improvement suggestions that increased screen time by 6%.

Data Analysis User Experience User Engagement

Customer Support Assistant

White Star Internet Café

Sep 2016 - Nov 2020 (4 years 2 months)

Provided in-person support to customers accessing online services, printing, and using basic IT. Assisted individuals with low digital literacy, including the elderly and vulnerable, with patience and clarity.

Customer Support Interpersonal Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Birmingham

Bachelor of Science, Midwifery

Activities and societies: Planning and education towards assessments related to each module such as the EMORA (Electronic Midwifery Ongoing Record of Achievement), numeracy and academic writing, skills and clinical safety.

Undertook mandatory training, clinical skills, and safety training. Engaged in enquiry-based learning, seminars, and group presentations, alongside academic writing support. Focused on professional values, ethical education, communication, and reflection skills training.