Khalisa Issa

A highly accomplished graduate of International Relations Diplomacy and Law and holds a postgraduate Master of Laws in International Human Rights Law, seeks a position in international relations or human rights promotion. An individual with exceptional interpersonal skills is looking for a position in which they may use their advanced education. With recognised extensive knowledge of Human Rights Law enabling them to manage, monitor, and assess projects, conduct research, create project proposals and reports. Able to create communicate effectively with all levels of stakeholders, including volunteers, clients, partners, and funders. Having worked in demanding customer service roles and always adhering to policies and procedures, is not afraid to negotiate and challenge.  With an ability to effectively advocate for disadvantaged communities and influence sponsors, governments, and the public, this scholar is ready to hit the ground running in a fast-paced department that responds to emergency situations with tenacity.

Mar 2023 – Present                                                                              Tax Assistant – Cornerstone Tax

Key Responsibilities:

• Liaise with clients to provide updates on current claims and deal with queries.
• Respond to HMRC enquiry correspondence within required timeframe.
• Interpret Tax legislation and apply to cases. 
• Respond to email communications from HMRC and clients in a timely manner.
• Collation of documentation and creation of bundles for litigation purposes.
• Act as communication relay, making sure all parties receive necessary and accurate information.
• Booking of client meetings.
• Research of supporting information.
• Maintenance of the online filing system ensuring all case correspondence is uploaded.
• Monitoring and upholding a high quality of service to all clients.

July 2023 – November 2023                                                Telephone Researcher – Leicestershire Police 

Key Responsibilities:

• To provide data to drive Service Improvement through conducting structured telephone interviews with named members of the public and accurately recording the responses in a suitable format.
• To contribute towards achieving pre-determined target numbers of interviews for the telephone research team.

Mar 2022 – March 2023                                               Travel Claims Handler – Direct Line Group

Key Responsibilities:

• Acting as the initial point of contact for customers and assisting them with the submission of new claims over the phone.
• Conducting an in-depth analysis to assess whether a claim meets the criteria, by obtaining all the necessary facts by asking the relevant questions, to determine the best course of action for the claim.
• Informing the consumer that the claim cannot be accepted because it does not fit the requirements, and, if possible, offering an explanation and a resolution.
• Consistently providing ongoing customer service by taking ownership of enquiries, giving timely and correct information, and keeping to promises.
• Responsible for reviewing claims reasonably and objectively, and accurately settling claims in accordance with the organisation's terms and conditions.
• Communicating with other department representatives to obtain accurate information for the customer or rerouting their call.
• Keeping up to date with changes to policies and keeping up to date to provide expert knowledge to customers.
• Accountable for representing the organisation with self-assurance and professionalism when communicating with clients.
• Sensitively handling information with care and discretion in accordance with the General Data Protection Regulation and the organisation’s policies.
• Accomplishing agreed-upon productivity goals, such as processing customer requests flawlessly on the first attempt, preventing the customer from having to callback.

Jul 2017 - Mar 2022                                                      Customer Assistant – Tesco Superstore, Wigston

Key Responsibilities:

• Acting as the first point of contact on the busy customer service desk at the supermarket, dealing with questions and incidents face to face.
• Accurately recording all customer complaints and incidents in compliance with the supermarkets policies and procedures, providing a resolution for the customer where possible. 
• Confidently using suitable support tools and knowledge, to triage and solve issues promptly. 
• Attempting to resolve incidents raised by consumers as quickly and as feasible within my remit and escalating to senior management if unable to provide this.
• Consistently building a rapport with each customer while confidently assisting them at the checkout counters to offer a seamless, personalised experience.
• Supporting other departments when required, following the supermarket’s policies and health and safety guidelines, and supporting food waste reduction.
• Expert knowledge of the store's products and services to assist customers in locating products and making appropriate choices depending on their requirements.
• Ability to work as part of a team to replace products in the store to enhance sales while maintaining product quality.

2023    Masters course (LLM) in International Human Rights Law, University of Leicester 

Classification: Merit

Modules include: The Politics of Human Rights and the International Law and the Use of Force

2021    International Relations with Diplomacy and Law (Joint Honours), University of Derby, Derby 

Classification: 2:1

Modules: