Summary
Overview
Work history
Education
Skills
Interests
Languages
Timeline
Hi, I’m

Rahila Rashid

Leeds

Summary

Skilled customer service Agent with extensive experience within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to first-class service, strong results and applying consistent best practices.

Overview

16
years of professional experience

Work history

IRIS
Leeds, West Yorkshire

Customer Application Support Analyst
06.2022 - Current

Job overview

  • Led end-user testing and documentation for reduced issues during development and rollout.
  • Coordinated communications between staff and technical teams to maintain smooth operations.
  • Performed root cause analysis to identify issues and limit repeat reoccurrence.
  • Monitored new and emerging products to provide technical guidance on upgrades and updates.
  • Responded to ticket requests quickly and helpfully to deliver excellent customer service.
  • Analysed software and systems performance to enable continuous process improvements.

The Body Shop
Leeds, West Yorkshire

Consultant
03.2021 - Current

Job overview

  • Adapted sales pitches and presentations to meet bespoke customer requirements.
  • Proactively contacted prospective customers to increase sales.
  • Upheld brand values throughout sales process to differentiate company from competitors.
  • Grew repeat customer spending through regular updates on new products and services.
  • Processed orders and recorded transactions accurately.
  • Achieved monthly sales and performance KPIs for improved team success.
  • Liaised with suppliers and product manufacturers to action customer feedback improvements.
  • Built rapport with new and existing customers to boost client retention.

Pharmacy2U
Leeds

Customer Service Agent
01.2020 - 03.2021

Job overview

  • Assisting customers with a wide range of enquiries regarding their accounts and orders
  • Taking ownership of customer issues to see it through and make sure that they get resolved
  • Working with key teams across the business (Surgery, Dispensing, Dispatch, Pharmacist teams) to resolve any customer queries through to resolution
  • Calling new customers to welcome them to the service and get all the necessary information to allow us to deliver a fantastic service
  • Accurately administrating customer account details using our core system (CDB) as well as use of Excel, Outlook
  • Responding to customer enquiries across several platforms (Calls
  • Email, Live Chat & Social Media)
  • Working a variety of back office processes to deliver our services
  • Ensuring that workplace remains fun, relaxed and friendly

Canal and River Trust

Customer Support Administrator
07.2019 - 12.2019

Job overview

  • Part of the front of house team at waterway offices, ensuring that all enquiries are managed in a friendly, helpful, professional and conscientious way
  • Produce accurate and timely communication for our customers for example, through telephone calls, notice boards, post, email, social media and our website
  • Coordinate the organisation of events and functions within the waterway, for both internal and external customers
  • Cash handling for licenses, electric cards, laundry and lockages
  • Provide administration services for the waterway including managing the post, booking meetings, organisation of occupational health visits, training, building management and equipment servicing
  • Produce accurate and clearly presented reports that support the needs of the business
  • Maintain accurate and well organised systems of records that are easily retrievable
  • Use SAP to provide financial and administration services to the waterway, to ensure effective ordering of materials and supplies, to work with notifications and other financial processes
  • Provide support to ensure the effective running of welcome stations around the waterway
  • Display the Trust values and behaviours at all times
  • Ensure that diversity and inclusion are integrated into all aspects of Trust life and promote inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust's policies and values.

CAP - HPI

B2B Customer Support
01.2019 - 06.2019

Job overview

  • Optimize Quality workflow to fulfill customers needs
  • Maintain and enrich Data Quality KPI's
  • Ensure Quality metrics to achieve our goal
  • Analyze audit outcomes and carry out appropriate corrective procedures
  • Continuous data analysis for Quality levels increase
  • Inspect data to detect areas for improvement
  • Gather, organize and manage statistical quality data
  • Quality warnings and alarms tracking and actioning
  • Revise Quality problems and implement corrective actions for clarity and fullness in investigations
  • Document quality assurance activities, such as internal audits
  • Ensure problems are investigated, fixed and prevent recurrence
  • Document quality assurance activities, such as internal audits
  • Oversee risk management procedures
  • Measure perceived quality and detect trends
  • Service Now ticketing tool management.

Arcadia Group Limited

Customer Care Advisor
03.2018 - 01.2019

Job overview

  • Provide quality responses to customer contacts in writing, by telephone and email
  • Respond to customer correspondence and emails in a plain English style, where necessary without the use of standard templates
  • Take ownership and manage own complaint caseload to reach first time resolutions
  • Balance business needs against customer expectations to ensure high levels of customer satisfaction
  • Negotiate solutions with different customer groups prioritising external customer needs wherever possible
  • Work within and outside the parameters of company policy, to find creative solutions to customer issues
  • Develop and utilise a network of contacts within head office and field teams to ensure positive customer outcomes
  • Demonstrate the ability to balance telephone, written and administrative work to ensure that personal targets and departmental service levels are met
  • Contribute to departmental meetings, focus groups, projects and training sessions as and when required

Life Tree World

Independent Business Owner
04.2015 - 12.2016

Job overview

  • Cold recruiting using social media resources and leafletting
  • Managing events and presenting the company to new recruits/clients
  • Working in a team to help others achieve targets
  • Connecting and booking meetings
  • Training and coaching new company IBO's.

Leeds City Council

HR Recruitment Administrative Assistant
02.2012 - 04.2012

Job overview

  • Supporting six co-ordinators and CRB team
  • Post and distributing as appropriate
  • Recruitment Inbox
  • Jobs Inbox
  • Scanning files, faxing and chasing up references
  • Dealing and responding to all general enquires
  • Checking the answering machine and responding to application request and using SAP
  • Dealing with the docket
  • Processing CRB application forms when shortage of staff
  • Emailing CRB Disclosure as appropriate
  • When have free time processing new CRB application forms and list 99's.

Grand Charter School

Teaching Assistant
09.2010 - 06.2011

Job overview

  • Working with young children and assisting the teacher with planning lessons
  • Implementing lesson plans
  • Working with young children with behavioural difficulties and issues
  • Liaising with parents and carers
  • Introducing the English alphabet and generating an interest amongst the group towards learning
  • Filing and retrieving individual student records

Yasmine and Shaid Solicitors

Customer Service Administrator
09.2007 - 09.2007

Job overview

  • Answering telephone calls and transfer to appropriate staff member
  • Greeting clients in the office and assisting with all queries
  • Checking and updating the monitoring information using word processing, spread sheet and database
  • Creating and modifying letters to send out to clients and Solicitors
  • Performing general clerical duties filing, faxing, copying and emailing
  • Assisting in taking minutes in meetings
  • Filing and retrieving organizational documents and reports
  • Maintaining office calendar to co-ordinate work flow and meetings
  • Overseeing all aspects of general office duties

Education

Parklands High School

University overview

sociology at C

Skills

  • Organising and prioritising my workload
  • Good at working on my own initiative and as part of a team
  • Computer literate;
  • Word, excel, access, email and internet
  • Hardware diagnosis
  • Inbound and outbound calling
  • Remote rapport building
  • Customer loyalty building
  • Customer service
  • Customer service training
  • Ticketing system experience
  • 1st-line customer support
  • HelpDesk
  • Online customer support
  • Active listening
  • Inbound call management
  • Telephone etiquette

Interests

I very much enjoy textiles and like to work with fabrics and designs in my spare time. I also like to socialise with my friends and have a very keen interest in reading books and magazines. Currently taken up open degree in Business and commercial law.

Languages

English
Fluent
Urdu
Fluent
Punjabi
Fluent
Hindi
Fluent

Timeline

Customer Application Support Analyst

IRIS
06.2022 - Current

Consultant

The Body Shop
03.2021 - Current

Customer Service Agent

Pharmacy2U
01.2020 - 03.2021

Customer Support Administrator

Canal and River Trust
07.2019 - 12.2019

B2B Customer Support

CAP - HPI
01.2019 - 06.2019

Customer Care Advisor

Arcadia Group Limited
03.2018 - 01.2019

Independent Business Owner

Life Tree World
04.2015 - 12.2016

HR Recruitment Administrative Assistant

Leeds City Council
02.2012 - 04.2012

Teaching Assistant

Grand Charter School
09.2010 - 06.2011

Customer Service Administrator

Yasmine and Shaid Solicitors
09.2007 - 09.2007

Parklands High School

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Rahila Rashid