Customer Service Manager
Resume:
Abdul Jabbar
Bradford
Tel: 012**-******
Mobile: +974-********
Email: ac9e4b@r.postjobfree.com
Current Address:
Apartment 505
Building Number 16
1156
Zone 56
Barwa City
Doha
Qatar
PROFILE
I am a highly motivated, enthusiastic and dedicated individual looking for an opportunity to utilise and develop my skills. I built a solid understanding of the Call Centre Industry at Cox Insurance and have carried on expanding my skills with British Gas Trading Limited.
My key skills involve investigational skills, analytical skills and problem solving. I pay great attention to detail in order to resolve matters to a high standard. My current role requires me working within a demanding, fast paced environment being able to offer exceptional customer service. First time fix within my environment is paramount to company reputation. Being able to meet tight deadlines and work under pressure gives me a personal sense of satisfaction.
Overall, I am committed, meticulous and a driven team player. I work well on my own initiative and have a flexible attitude. I would describe myself as a hardworking, responsible and well organised.
KEY SKILLS
●Practical knowledge of Complaint Managements in a high level call centre
●Competent in time management, organising and meeting deadlines
●Process implementation
●Brand marketing
●Investigational skills
●Reporting
●Experience in dealings with internal stakeholders and external partners, in achieving a common goal
●Ability to work unsupervised
●Using MS Office applications, email, internet based logging systems and in house systems
●Being Customer focused and providing excellent customer service
●Resolving complaint calls/emails from unsatisfied customers
●Excellent product knowledge
●Managing staff members to ensure there is a great working ethic as well no problems within the workers
●Speak Urdu/Hindi and English
EMPLOYMENT HISTORY
British Gas Trading Limited
Job Role: Complaints Manager
Employment Dates: October 2005 – Present
I’m still employed by British Gas Trading Limited and due to my length of service as well as been a very experienced worker, I’ve been granted sabbatical leave in order to enhance my career opportunities in Qatar. I’ve moved here to look after my Wife who has been employed as a Teacher at Al-Maha Girls School, as well as look after my two children. As we have now settled in, I’m now expanding my horizons to see what opportunities are available to me in Qatar.
My job roles over the last 13 years at British Gas, in chronological from October 2005 are:
●Customer Service Department (3 months)
This department was mainly taking payments over the phone, setting up Direct Debits, solving any issues customer may have and also directing them into the right area if they were facing any issues with their gas or electricity supply.
Discussing available tariffs and also upgrading current products and services the customer had with us.
Sales targets were always met on a monthly basis.
●Probate and Home Energy Care Department (3 years 6 months)
Due to the success in the above role, my team was then promoted to the Probate and Home Energy Care department. The job role was again taking phone calls but split into two different areas.
Probate calls were when someone had passed away and an executor/family member would call us to make us aware and change the name on the bills. At all times I would remain professional and deal with these matters professionally as this can be a touchy subject for anyone.
My main objective was to make the journey easier for the person contacting us and making them aware of the company policy and what needs to be done moving forward.
Home Energy Care involved dealing with customers who were either elderly or had disabilities. As the number one provider in UK for gas and electricity, we aimed to provide quite a lot of facilities for people who were less able to move about and had other issues. This was a challenging area as there was a lot of investigating involved to see who was eligible for products and services from us, however, I made sure customers were provided a world class customer service experience.
Admin work was involved too but I would pass the details onto the Admin team to make sure customers received everything in the post as my job was mainly on the phones.
I worked in this department for 3 years and 6 months and was still at all times enhancing our products and services by upselling to our customers. There were no Sales targets but it didn’t stop me providing better products to our Customers.
●Manager (7 years)
A very challenging opportunity come along and I took this up. Any new starters who joined British Gas would come through to my Team and I would manage them. Normally I would manage between 15 to 20 people.
As well as managing the new starters I also had 4 experienced floor walkers who would be assisting my team and showing them where to look on the systems to find any answers to the questions which were raised by customers.
My main duties involved listening to the calls of my agents and providing them feedback whether it be good or bad. At all times company policies and procedures needed to be adhered to. Equally, focusing on the customer needs, solving issues and upselling to make sure the customer is having the full use of products and services provided by us.
Quality assurance was a must and if need be, I would spend more time with the agent to make sure they get more confident and better in the areas that they struggled in.
Time keeping, sickness, internal issues on team and many other matters/concerns were also taken up with me to which I would always be fair and deal with appropriately.
Other duties involved joining meetings with other Managers and Call Centre Managers to confirm the progress of my team as well been made aware of company updates which I would need to in-still into the new team.
A lot of admin work was involved as I would need to print out documents and sit down with the specific agents to make sure they have an understanding of the company targets. Main objective was to show them where things could have gone better and how it would be possible. A lot of work was also done through emails.
Complaints Manager (Current job role)
Due to family responsibilities with 2 children, I decided to step down and work as a Complaints Manager where I would take calls and also emails from customers which were high level complaints. This department required self-preservation and a quick resolution to sort matters out.
As my experience and knowledge in the company was on a very good high, I was able to meet my targets and also help other team members with their emails and complicated matters, to make sure they also achieve their targets.
This job role is still available to me should I wish to return to British Gas over the next 6 months.
Cox Insurance
Job Role: Customer Services Advisor/Renewals Team
Employment Dates: January 2002 – September 2005
This role involved discussing car insurance with customers over the phone. Customer service role was for 1 year and the remainder of the employment was in the renewals department. Renewals was discussing a new price for the following year and how the customer would like to pay.
A bonus was provided on top of the salary on a monthly basis in the renewals department and every month, I would excel the amount from the previous month due to having access on different systems. A lot of admin work was also involved in this job role.
EDUCATION
September 1992 – June 2005 Wyke Manor School
GCSE’s Grade D in English Language and English Literature. Science Grade D.
Grade C in Maths.
Grade E in Geography and Grade F in History
INTEREST AND HOBBIES
I have a great range of interests and hobbies which are primarily aimed at helping the youth develop their skills and become an integral part of society. This is one of my greatest passions. I have regularly participated in youth activities and schemes throughout deprived communities across Bradford to promote unity and to help children broaden their horizons and understanding of different cultures. I was currently helping with the running of a number of football teams from different age groups where I organise and undertake training sessions as well as discipline and motivational sessions.
I also enjoy participating in football, long distance running, fitness training and snooker.
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