About me

As a 1st class honours graduate in Geography and International Development, coupled with my study abroad experience in Los Angeles, my academic knowledge and real-world experience span international environments. A highly organised, creative thinker, my professional experience as a Property Management Officer equips me with a robust foundation in complex project management, the capacity to maintain positive stakeholder relationships, and excellent written and verbal communication skills. Proficient in technology adoption and data analytics to optimise work processes, I am eager to leverage my adaptability, resilience, and collaborative approach to communication to connect, collaborate, and explore new opportunities.

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Work history

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Property Management OfficerNotting Hill Genesis
Sep 2022London, United Kingdom
Project management and stakeholder relationship management: - Tendered, appointed and managed compliant and cost-effective work contracts with third-party organisations including suppliers, technical contractors, charities and local authority officers to aid service delivery. Oversaw the termination of contractors in breach of contract. - Successfully managed over 20 simultaneous projects, including an £80,000 contract and 12-month process to install cutting-edge access control technologies in 68 properties, enhancing security, resistance to vandalism, building aesthetics, and end-user experience. - Drafted, pitched and secured a £7,000 grant for a 5-month communal garden enhancement project to foster engagement and collaboration between leasehold and general needs customers. Collaborated with internal stakeholders including the finance, regeneration, development, and assets teams to increase project effectiveness. - Raised and managed insurance claims of up to £40,000 in line with relevant policies. Communication and customer service engagement: - Maintained 5/5 satisfaction ratings across various metrics in 100% of customer service satisfaction surveys. Engaged with residents through daily phone calls, tone-sensitive emails, monthly scheme newsletters, quarterly meetings and seasonal pamphlets. Adapted to resident feedback promptly and sensitively, managing dissatisfaction and formal complaints to identify issues and implement action plans. - Achieved 97% customer sign-up rates for NHG’s bespoke digital CRM portal through call and email campaigns. Appointed by SMT to lead on a pilot to enhance customer-centric communication and promote the portal for departmental roll-out. Presented pilot outcomes at a quarterly department meeting to communicate positive customer feedback and advocate for departmental optimisation. - Managed reports of antisocial behaviour and covenant breaches, coordinating support from local authorities and managing agents. - Leveraged Microsoft 365 applications, Mailchimp, and Survey Monkey to enhance customer insights and communication for optimised service delivery. Financial and budget management: - Calculated and served compliant service charge budgets of up to £270,000 across 270 properties, utilising financial tracking software and excel for expenditure monitoring through monthly variance reports. - Consulted with customers on service charge budgets and year-end accounts, ensuring transparent communication tailored to each scheme. - Responsible owner for receipting purchase orders. Approved payments billed through service charges, including inter-company billing to relevant departments. - Recovered £20,000 in debt within 12 months across 270 properties, sensitively handling escalations to mortgage lenders when necessary and in accordance with policy. Legal compliance: - Reported health and safety, compliance, reputational, and financial risks to the Senior Management Teams in alignment with policies. - Achieved 100% KPI target every month to complete site inspections and diagnose and manage repairs efficiently, ensuring optimal property conditions and fire risk safety. - Led case management of formal escalations through local MPs, the housing ombudsman, and the first-tier tribunal. - Logged sensitive documentation and data on the appropriate systems, in line with GDPR policies. Identified requirements for and initiated Data Sharing Agreements with managing agents. - Delivered compliant cyclical maintenance, qualifying work and Section 20 consultation procedures.
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Public Events UsherOccidental College
May 2022 - May 2022Los Angeles, United States
- Coordinated over 4,500 guests at the Occidental College Commencement ceremony. - Completed multiple health and safety protocols to ensure guest safety.

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Skills

• Project Management
• Customer Service
• Communication
• Finance Management
• Audit
• Microsoft Suite
• Stakeholder Management
• Budget Management
• Contract Management
• Compliance

Education

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Bachelor of Arts (BA) Occidental College
Aug 2021 - May 2022Los Angeles, United States
1st class honours (4.0 GPA) | Diplomacy and World Affairs; Gender and International Human Rights; Soft Power: How Nations Interact Without War; Women’s Health; Educational Inequality. Quickly adapted to a different education system whilst achieving excellent grades, being placed on the Dean’s List honours 2021-22. Developed confidence and flexibility through travel and exposure to international affairs, enhancing my global perspective.
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Bachelor of Arts (BA) University of East Anglia
Sep 2018 - Jul 2022Norwich, United Kingdom
1st class honours | Geography and International Development with a Year Abroad BA 1st class honours | Dissertation: Investigation of the social impact of the Ready-Made Garment industry on female Bangladeshi garment workers and how they are exploited and/or empowered by their employment.