Amina Ibrahim
MELAKA
Summary
Highly skilled in resolving and supporting customer issues through the provision of relevant information. Adept at smoothly managing various situations with a resourceful mindset. Demonstrates strong management skills in effectively handling calls and ensuring customer satisfaction. Exceptional application of communication and listening skills to address diverse customer needs effortlessly. Prioritizes tasks effectively, meets deadlines, and remains committed to continuous learning. Maintains customer satisfaction through motivation and contributes to the company's success.
Overview
4
4
years of professional experience
4
4
Certifications
Work History
Customer Care Advisor
NHS Test and Trace, Serco Limited.
10.2021 - 12.2021
- Identified and contacted individuals who had come in contact with Covid-19 patients.
- Provided expert public health advice on safety measures and preventing the spread of infection.
- Supported individuals by navigating them to reputable websites for relevant information on Covid-19 prevention.
- Maintained detailed notes of each interaction in the CRM system which allowed seamless follow-ups when necessary.
- Worked closely with other departments to resolve complex issues quickly and effectively.
Cranfield Quality Services Ltd
Cranfield University
09.2017 - 09.2020
- Improved product quality by implementing rigorous inspection processes and providing feedback to production teams.
- Reviewed technical documentation including SOPs, validation protocols, and test methods, ensuring accuracy and compliance with industry regulations.
- Maintained accurate records of all quality-related activities, facilitating easy access to information for internal and external auditors.
- Collaborated with cross-functional teams to establish best practices for maintaining product quality and regulatory compliance.
Education
Master of Science - Global Healthcare Management
Coventry University
Coventry, United Kingdom 04.2001 -
Bachelor of Science - Chemistry
Ahmadu Bello University Zaria
Kaduna State, Nigeria 04.2001 -
Skills
Call center experience
Trainingsessions
- New starter training manual, 3, 0, 00:00:00, 10/15/21, 10/15/21, Completed
- Data Security Awareness - Level 1, 2, 87, 19:59:58, 10/14/21, 10/15/21, Passed
- Safeguarding Children - Level 2, 1, 100, 02:42:35, 10/17/21, 10/17/21, Passed
- Safeguarding Adults - Level 2, 2, 93, 17:41:18, 10/17/21, 10/17/21, Passed
- Clinical and information governance - collated slide pack, 2, 0, 00:00:00, 10/15/21, 10/15/21, Completed
- Safeguarding Children - Level 1, 1, 92, 05:05:58, 10/15/21, 10/15/21, Passed
- Safeguarding Adults - Level 1, 2, 81, 10:01:40, 10/16/21, 10/17/21, Passed
- Fire Safety - Level 1, 4, 100, 22:35:43, 10/19/21, 10/19/21, Passed
- Frequently asked questions for NHS T&T: Level 1, 2 and 3, 3, 0, 00:00:00, 10/20/21, 10/20/21, Completed
- Script for contacts of confirmed cases, 1, 0, 00:00:00, 10/20/21, 10/20/21, Completed
- Formal welcome from the Contact Tracing Programme Board and overview of the PHE operating model, 1, 0, 00:00:00, 10/15/21, 10/15/21, Completed
- Introduction to health protection, contact tracing and COVID-19, 2, 0, 00:00:00, 10/16/21, 10/16/21, Completed
- Getting Started on HPZone, 2, 0, 00:00:00, 10/16/21, 10/16/21, Completed
- Action cards for Contact Tracing Cell roles, 1, 0, 00:00:00, 10/16/21, 10/16/21, Completed
- Overview of the NHS T&T web-tool, 1, 0, 00:00:00, 10/16/21, 10/16/21, Completed
- NHS T&T web-tool: Logging in and Data Entry of Contact Records, 1, 0, 00:00:00, 10/20/21, 10/20/21, Completed
Certification
Data Security Awareness
Timeline
Customer Care Advisor
NHS Test and Trace, Serco Limited.
10.2021 - 12.2021
Data Security Awareness
10-2021
Fire Safety
10-2021
Safeguarding Children (Level 1 & 2)
10-2021
Safeguarding Adult (Level 1 & 2)
10-2021
Cranfield Quality Services Ltd
Cranfield University
09.2017 - 09.2020
Master of Science - Global Healthcare Management
Coventry University
04.2001 -
Bachelor of Science - Chemistry
Ahmadu Bello University Zaria
04.2001 -
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