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Open to opportunities

Zakia Begum

@zakiabegum

Experienced telephone operator delivering technical support and excellent customer service.

United Kingdom
Message

What I'm looking for

I seek a customer-focused role where I can apply technical support and helpdesk skills, work within clear processes, and grow into broader operations or supervisory responsibilities.

I am a highly motivated and organised telephone operator with six years' experience providing customer service and technical support, adept at troubleshooting, managing multiple calls, and translating client requests into FM or engineering solutions. I have a BA (Hons) in Criminology and Criminal Justice and a proven record of maintaining positive client relationships, accurate record-keeping, and using systems such as Maximo to support account delivery.

In prior roles I have overseen public safety initiatives, managed staff rotas and recruitment, supported contract negotiations, and provided professional, articulate helpdesk solutions that drive customer satisfaction. I work well with minimal supervision, follow company processes, escalate issues appropriately, and contribute administrative support to optimise team delivery.

Experience

Work history, roles, and key accomplishments

IS
Current

Telephone Operator

ISS Technical Services

May 2021 - Present (4 years 5 months)

Process and log client calls regarding property sites and translate them into engineering or FM solutions; maintained Maximo records and audit trails, improving accuracy of out-of-hours engineer certifications. Provided professional helpdesk support and escalated issues, supporting account delivery teams and client relationships.

IS

Operations Manager

ISA Support Services

Sep 2018 - Jan 2021 (2 years 4 months)

Oversaw public safety initiatives, managed staff rotas, recruitment and leave, and coordinated departments to meet targets while supporting senior managers on contracts and budget matters. Improved operational coordination and workforce planning across the company.

Education

Degrees, certifications, and relevant coursework

UN

Unknown

Bachelor of Arts (Honours), Criminology and Criminal Justice

Grade: 2:1

Completed BA Honours in Criminology and Criminal Justice, awarded July 2015 with a 2:1 classification.

Tech stack

Software and tools used professionally

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Zakia Begum - Telephone Operator - ISS Technical Services | Himalayas