Zaynab Tanvir
@zaynabtanvir
Personable customer service professional with over two years of experience.
ZimbabweWhat I'm looking for
I am a dedicated customer service professional with over two years of experience in high-pressure environments, including financial services, retail, and logistics. My expertise lies in managing complex customer interactions across multiple channels, such as phone, live chat, and email. I excel at identifying customer needs and delivering tailored solutions, ensuring satisfaction and retention.
In my most recent role as a Customer Service Advisor at Santander UK, I was the first point of contact for clients, handling 60–80 inbound calls daily while maintaining a customer satisfaction score above 90%. My ability to de-escalate complaints with empathy and professionalism has allowed me to turn negative experiences into positive outcomes. I take pride in my attention to detail and ownership of issues, consistently exceeding KPIs through a collaborative and proactive approach.
Experience
Work history, roles, and key accomplishments
Customer Service Advisor
Santander UK
May 2023 - Sep 2024 (1 year 4 months)
Provided expert support for Santander Select clients, managing 60-80 inbound calls daily and maintaining a CSAT score above 90%. Skilled in de-escalating complaints and promoting financial products based on customer needs.
Exams Administrator
Adecco
Jun 2022 - Jul 2022 (1 month)
Managed the intake and processing of over 1,000 exam scripts daily, ensuring confidentiality and accuracy in data entry. Investigated discrepancies and upheld quality standards in exam records.
Warehouse Operative / Parcel Sorter
Royal Mail
Jan 2021 - Feb 2021 (1 month)
Sorted and categorized parcels for timely delivery, handled customer inquiries regarding parcel tracking, and resolved delivery issues while maintaining operational flow.
Online Assistant
Sainsbury’s
Dec 2020 - Feb 2021 (2 months)
Picked and packed online orders accurately, assisted customers with in-store queries, and maintained stock levels while upholding hygiene and safety standards.
Classroom Assistant
Queen Katharine Academy
Jun 2020 - Jul 2020 (1 month)
Supported Year 7 students, provided one-on-one academic assistance, and helped manage classroom behaviour while preparing learning materials.
Nursery Assistant
Shining Stars Pre-School
Feb 2020 - May 2020 (3 months)
Supervised children in learning activities, assisted with mealtimes, and communicated with parents about children's development while maintaining a safe environment.
Education
Degrees, certifications, and relevant coursework
Queen Katharine Academy
Level 2 Childcare & English Retake, Childcare
2019 - 2021
Completed Level 2 Childcare and English Retake, focusing on foundational skills in childcare and English language proficiency.
Thomas Deacon Academy
GCSEs, General Education
2014 - 2019
Achieved GCSEs with grades ranging from 4 to 9, demonstrating a solid understanding of various subjects and foundational knowledge.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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