Iman Malik
I have hands-on experience in high-end retail and hospitality, excelling in client advising, complaint handling, and store operations. I adapt quickly to fast-paced environments, deliver personalised service, and am passionate about enhancing customer experiences in womenswear and beauty retail settings.
Oversaw HR operations for a busy, family-run restaurant, including recruitment, onboarding, and staff training. Managed employee scheduling, payroll support, and performance reviews to maintain smooth operations. Implemented policies for workplace health, safety, and compliance with employment regulations. Resolved staff disputes and customer concerns with professionalism, ensuring a positive work and dining environment. Coordinated and trained new hires on customer service standards, food hygiene, and operational procedures. Contributed to business growth by improving service processes and enhancing customer satisfaction.
Provide front-line assistance for passport applications and renewals, ensuring accuracy and compliance with government regulations. Deliver clear guidance on documentation and eligibility, supporting the public across multiple channels. Resolve high volumes of queries daily, de-escalating complaints and achieving positive customer outcomes. Manage sensitive data in strict alignment with HMPO security and GDPR policies. Collaborate across departments to fast-track urgent cases and resolve complex issues. Contributed to service improvements by identifying recurring errors and recommending procedural changes.
Represented young people's views in the local borough, contributing to policy discussions and community initiatives. Worked collaboratively with council members and peers to organise events and consultations. Developed strong public speaking, leadership, and teamwork skills through active participation. Advocated for youth engagement in decision-making and promoted inclusivity in community projects.
Provide makeup services for clients as a side business, specialising in event looks and personalised consultations. Built a loyal client base through word-of-mouth and social media presence. As a passionate and self-taught freelance makeup artist, I have honed my skills in creating diverse and unique makeup looks for various occasions, ranging from weddings and photoshoots to theatrical performances and special events.
I have worked with Iman at for 3 years as a Customer Service Administrator in the Passport Office. During this time, I have been consistently impressed with her performance, dedication, and positive attitude. She consistently provided excellent customer service, efficiently handled inquiries, and demonstrated a strong understanding of passport application processes. She is also organised and detail-oriented individual with excellent communication and problem-solving skills. I am confident that Iman would be a valuable asset to your organisation.