Shabana Akabah
London
Summary
Warm and kind with a natural desire to help others, I excel in nurturing relationships and have great people skills. With a focus on making people feel happy, I take pleasure in solving problems and providing compassionate assistance. Known for my leadership abilities and knack for foreseeing solutions, I bring energy and positivity to every interaction. My assertive yet charming demeanor helps me navigate challenges effectively, while my dedication to honesty and hard work ensures that those I work with feel valued and supported.
Experienced Border Force officer with over 28 years of service across various departments, equipped with diverse skills including body language, conflict management, and law enforcement. Seeking a role where I can leverage my extensive skill set to add value to any business. Recognized for being highly motivated, a team player, and adept at reading people. Skilled in assessing situations and finding creative solutions, with a knack for working effectively in multicultural environments. Extensive travel experience enhances my ability to relate and adapt to individuals worldwide. Strong communicator with exceptional interpersonal skills, capable of collaborating with cross-functional teams and influencing decision-makers. Committed to delivering outstanding customer service and known for empathy, organization, and persuasion. With an outgoing and charismatic personality, I excel in leadership roles, fostering teamwork, and resolving conflicts. Eager to contribute to company goals and thrive in challenging environments.
Overview
28
28
years of professional experience
Work History
Complaints Department - UK Border Force
Home Office
08.2015 - Current
- Managing and recording complaints and enquiries within deadlines, investigating and providing in-depth responses within set parameters.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- Communicated with customers politely, promptly and professionally, Identifying root causes of complaints through effective questioning .
- De-escalated aggressive behavior, using effective conflict resolution techniques.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Actively listened to complaints to identify finer details and relevant points.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Administration Of Border Force complaints including MP and media responses and queries
- Investigating, identifying and actioning complains within deadlines.
- Compiling, consistent and high-quality responses within set timescales.
Human Resources Administrator
Home Office
12.2014 - 08.2015
- Oversaw promotions and position changes, handling recruitment paperwork within time restraints.
- Coordinated training and handled logistics and administrative tasks.
- Maintained accurate employee records through diligent documentation of personal information, job history, performance evaluations, and other relevant data.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
Border Force Mobile Officer
Home Office
10.2012 - 12.2014
- Identified people and goods of potential counterterrorism interest and Detected prohibited and restricted goods across all Borders.
- Identified a potential safeguarding cases and victims of trafficking and modern slavery
- Detected forged, documents and imposters
- Identified and process, those who do not qualify for entry or admission to the UK
- Protected revenue from Miss declaration of goods or evasion of tax at the border
- maintained accurate records which explain decisions and actions
- Collected and responded to intelligence, proactively whilst maintaining an awareness of relevant intelligence trends and submit intelligence reports.
Counter Proliferation Team
Home Office
03.2011 - 10.2012
- Prevented and license goods being exported to UN sanction countries
- Requested sensitive information, technical specs of specifications, invoices and user details
- Collating, statistics, profiles and trends and case handling
- Uploaded documents to the Department of business innovation and skills, export licensing system
- Took appropriate enforcement action when breaches are detected, including to refer more serious breaches to the crown, prosecution service for prosecution
International Trade , UK Border Force
Home Office
02.2007 - 03.2011
- Seized prohibited cargo and undeclared goods and completed related documentation.
- Used automatic tracking systems to keep computer system updated with goods movements and proactively place new orders at optimal times..
- Liaised with customers and other departments to plan timely transportation of goods.
- Combatted import of illegal goods, firearms and drugs in alignment with customs laws.
- Arranged Examination of transport documents and freight to confirm details and customs fees.
- VAT refunds process, commercial exports, including firearm licensing
- Challenge VAT reclaim made considered interventions and searches.
Anti Smuggling Officer - Border Force
Home Office
02.1996 - 07.1998
- Detected drug smuggling, revenue, DTA offences and other prohibited unrestricted articles
- Assessment selection of suspects based on risk
- Question, passengers, and others
- Examine baggage and such a person with appropriate
- Dealt with offences preparation of Case papers, and gave evidence in court where necessary.
Education
GCSEs - 9 GCSE with A-C grades inc Maths & English
The Ellen Wilkinson School For Girls
London 09/1986 - 06/1990
A-Levels - English, Sociology, Economics
Drayton Manor High School
London 09/1990 - 06/1992
Skills
- Excellent, verbal written, and communication skills
- Escalating enquiries to appropriate teams
- Organization and time management skills
- Data Entry/ Database Administration
- Meeting Coordination
- Attention to Detail
- Problem-Solving
- Punctual and Reliable
- Courteous and Professional
- Computer Proficiency
- Conflict Resolution
- Customer Complaint Resolution
- Records Maintenance
- Multi-line Telephone systems; scheduling, meeting and greeting visitors
- Customer service standards
- Security awareness
- Articulate, actively listen to customers needs and concerns and taylor, the communication style to engage and persuade prospects
- Strong problem-solving skills and able to identify customers needs
- Ability to think creatively and adapt my approach to meet the specific needs of each client
- A team player working effectively with internal teams and provide support
- Operate with honesty, transparency and professionalism, adhering to ethical standards and building trust
- Proactive, confident, persuasive professional who combines my expertise, interpersonal skills and customer centric approach and build a lasting relationships
- Microsoft trained
- First aid trained
Hobbies
i enjoy a vibrant range of hobbies, including listening to music, dancing, watching movies, exploring different cuisines as a foodie, traveling, indulging in fashion, and appreciating interior design. I also have a passion for socializing, humor, and connecting with others.
Timeline
Complaints Department - UK Border Force
Home Office
08.2015 - Current
Human Resources Administrator
Home Office
12.2014 - 08.2015
Border Force Mobile Officer
Home Office
10.2012 - 12.2014
Counter Proliferation Team
Home Office
03.2011 - 10.2012
International Trade , UK Border Force
Home Office
02.2007 - 03.2011
Anti Smuggling Officer - Border Force
Home Office
02.1996 - 07.1998
GCSEs - 9 GCSE with A-C grades inc Maths & English
The Ellen Wilkinson School For Girls
09/1986 - 06/1990
A-Levels - English, Sociology, Economics
Drayton Manor High School
09/1990 - 06/1992
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