Open to opportunities

Madiha Akhtar

@madihaakhtar

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Dedicated client-focused coordinator delivering exceptional customer service through communication and problem-solving.

United Kingdom

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What I'm looking for

I’m looking for a role where I can deliver exceptional customer service, handle enquiries and follow-ups, and solve problems quickly—whether working independently or in a team—while staying organised, prioritising tasks, and meeting expectations in a fast-paced environment.

I am a motivated and dedicated professional with a strong passion for delivering exceptional customer service. I bring excellent communication and problem-solving skills, building strong client relationships while providing tailored solutions in both independent and team environments.

In my most recent role as a Client Co-ordinator, I greet clients, handle service and pricing enquiries, maintain and update client records in the clinic database, and manage post-treatment follow ups to ensure satisfaction and repeat visits. Previously, as a Logistics Co-ordinator, I acted as the lead point of contact for customer queries, chased suppliers on lead times and delivery dates, planned shipments, and supported imports and exports while handling invoice checks and escalations; earlier I also worked as a Senior Call & FSE Controller, managing Field Service Engineers’ schedules to ensure SLAs were met and supporting parts ordering, follow-up calls, and training new starters.

Experience

Work history, roles, and key accomplishments

Current

Client Co-ordinator

Current

Derma Solutions

Aug 2024 - Present (1 year 11 months)

Greet clients and manage clinic check-in, enquiries, and client records in the clinic database. Provide treatment recommendations, conduct post-treatment follow-ups, and support repeat visits through client relationship management and appropriate upselling.

Customer Service Clinic Databases Customer Relationship Management Upselling

Logistics Co-ordinator

Leaf Sciences

Jun 2019 - Jul 2024 (5 years 1 month)

Serve as lead point of contact for customer queries and maintain client relationships. Coordinate supplier lead times and deliveries, update customers on changes, handle invoices, plan shipments, and support import/export documentation.

Client Relationship Management Supplier Chasing Invoice Processing Shipping Documentation Import Export Coordination Escalation Handling

Backline Queries Agent

DHL International

May 2018 - May 2019 (1 year)

Attend face-to-face customer meetings to resolve service issues and investigate invoice enquiries to identify root causes. Raise credits when appropriate, maintain an individual ledger, and improve processes through continual improvements.

Credit Processing Query Management Customer Support Root Cause Analysis Raising Credits Process Improvement

Senior Call & FSE Controller

Toshiba Abbey Cloisters

Aug 2016 - Feb 2018 (1 year 6 months)

Manage day-to-day scheduling for Field Service Engineers and support engineers by allocating service and maintenance calls. Ensure SLA compliance, order parts, manage stock levels, escalate serious issues, and act as point of contact during supervisor absence.

Call Scheduling Field Service Coordination Team Support Field Service Scheduling SLA Management Training Support Service Coordination

HR Advisor

Bank of America Merrill Lynch

Jun 2016 - Aug 2016 (2 months)

Act as first point of contact for employee HR queries and resolve general HR queries across the EMEA region. Prepare employment references and advise employees on HR procedures and policies via webchat and phone lines.

HR Query Handling Employee Support Phone Support Interpersonal Communication HR Advisory Employee Query Handling Employment Reference HR Policies Telephone Support Administrative Support Communication

Call Centre Advisor

HMRC Collections

Jan 2016 - Jun 2016 (5 months)

Resolve bill queries and disputes on behalf of clients and collect payments from customers. Liaise with domestic and commercial customers, negotiate overdue accounts, and mediate professionally to reach resolutions.

Collections Billing Disputes Customer Service Problem Solving Interpersonal Skills Negotiation Médiation Dispute Resolution Bill Query Handling Overdue Account Negotiation

Education

Degrees, certifications, and relevant coursework

Woking College

A-Level, Business Studies, English Literature, and ICT

2014 - 2016

Grade: B, B, A

Completed A-Levels in Business Studies (B), English Literature (B), and ICT (A) at Woking College.

Woking High School

GCSE, GCSEs (multiple subjects)

2009 - 2014

Grade: English B; English Literature B; Mathematics B; Science (Double Award) B; Religious Education A; ICT B; Geography A; French C; Expressive Arts C

Completed GCSEs across multiple subjects at Woking High School, including A grades in Religious Education and Geography.