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Bilal Mustafa

Birmingham 073********

************@*******.***

PERSONAL PROFILE

An adaptable, conscientious and self-motivated individual who always seeks to broaden my knowledge and is a quick leaner. I am able to communicate effectively orally and In written form in English, Urdu and Punjabi. My exceptional communication skills and multi lingual ability has proved me to be a team player. Being a self assured and confident individual has also allowed me to work well under my own initiative and deliver quality performance in my line of work.

I have a passion for company and individual success and take pride in being able to complete tasks efficiently in a timely manner individually and as part of a team. I am driven by responsibility, performance and results.

I embrace changes and have the ability to assimilate new technologies and ideas rapidly. I bring enthusiasm and passion to the table to help deliver exceptional performance at work and naturally find enjoyment in building strong working relationships internally and externally. To achieve this, I am constantly reviewing processes which could be automated or enhanced to improve the customers and business’ experience, this allows me to show case my knowledge as I deal with a variety of different cases/complex queries. I am accustomed to working within tight deadlines, as well-practiced time management. I am a flexible and fully mobile team player with the charisma to take lead as well as be lead.

EDUCATION

Yardley’s Secondary School: 2011 - 2016

GCSEs

Maths B

English C

Science C

Applied Science C

Business C

ICT C

Solihull College and University 2016 - 2018

Business Level 3 BTEC Extended Diploma: Pass/Pass (Equivalent to 2 A-Levels)

EMPLOYMENT HISTORY

Prestige Business Services

Customer Service Advisor Energy Consultant

10/10/2016- 19/12/2017

In this role I dealt with high end SME and dometic clients, generating contracts and LOA’s for them. It was my responsibility to self generate business and leads to achieve monthly targets. I managed a unique domestic energy website and handled inbound and outbound calls, ensuring the smooth running of the business. I updated data on CRM systems and presented this to the employer weekly, giving detailed background on the progression of the business.

As an energy consultant my key achievement was attaining the highest value domestic sales in the company for 3 months consecutively. My monthly target was £6000; nevertheless, I consistently achieved in excess of £10000. The average client value was £250 per contract.

Dreams Living LTD

Customer Service Advisor

15/01/18 – 23/06/18

My main duties at Dreams Living were to deal with telephony and customer facing queries. Cold calling, emailing and photocopying was also part of my job role. It was a fast pace work environment where I handled a high volume of incoming calls daily. I overcame many complex situations in order to achieve customer satisfaction and meet company expectations. These included dealing with damaged returned items, tracking of orders, delayed orders and refunds etc. As well as Customer Services, I also dealt with Sales and Finance. On several occasions, I helped the Finance team with cash transactions on the occasions that customers would come and purchase items from the showroom. I was able to upsell and cross sell to various customers e.g. promoting more popular/in demand and/or additional items, which added further value to the company.

Golden icon

Sales

02/07/18 – 01/10/18

As a Sales Representative at Golden Icon, my duty was to work alongside my team in order to encourage people to sign up for the Company gift card to boost Company sales. It was a customer facing role, so it was important that I carried my customer service skills in to this role and ensured that my body language and mannerisms were welcoming/inviting. After 3 successful weeks I was promoted to a temporary Team Leader role. Using my previous experience, I was able to achieve exceptional stats on my first week and was given the opportunity to take on the Team Leader role full time. I faced very challenging customers in this role but practiced a calm and professional manner and diffused such situations, always resulting in customer satisfaction. My target increased on an incremental basis weekly, starting at 5 sales per week, which I comfortably achieved, hence my promotion after three weeks.

Home Fundraising

Fundraiser/Team Leader

25/10/18 – 18/02/19

As a fundraiser, I made visits with my team to various cities in order to raise money for multiple charities. My role was to identify potential customers who I would be able to sell the benefits of signing up and contributing to charities and ultimately encourage them to sign up to become regular donors. The weekly target for each individual was 30 sales. I was able to achieve 50 sales every week consecutively. Day to day, I dealt with challenging customers in this job, given the nature of work, but was able to overcome these situations and diffuse the situation and often times walked away with them signing up to become regular donors. First impression, last impression, thus it was paramount that I left the customer completely satisfied. (Customer recommendations were crucial towards my target and progress).

HMRC- Surge and Rapid Response Team

ODP – Operational Delivery Profession

15/04/2019 – 25/03/2020

My role at HMRC was very diverse, as I worked across various campaigns and deployments. These included E-learning, tax credits, FCO deployment/Home Office (Foreign Commonwealth Office) to Zante, Greece on behalf of Thomas Cook, MTD (Making Tax Digital) and SA - Self Assessment. My target on the MTD deployment was 50 cases daily, on average I achieved 70. On Tax Credit, my daily target was dealing with 30 inbound calls, I managed to achieve between 45-55 on average. Overall, I managed to gain a multitude of experience enhancing and learning many new and existing skills. This role provided me with accomplishment as well as achievement, which has aided me thus far.

Amazon Warehouse –

Warehouse Operative

01/07/2020 – 19/09/2020

Sainsburys –

Warehouse Operative

03/10/2020 – 06/01/2021

Tesco –

Warehouse Operative

01/02/2021 – 26/08/2021

ASOS –

Warehouse Operative

03/09/2021 – 17/11/2022

Department for Work and Pension

Work Coach –

05/12/2022 – Current Occupation

I carried my skillset to DWP where I hold a vital role helping individuals and their families towards financial independence by finding work and preparing them with the skillset they need to achieve their goals. Also ensuring that they are claiming the correct support they need as they progress. Joining DWP gave me the insight and opportunity to further broaden my knowledge on Universal Credit and Jobseekers Allowance. My role is front facing and customer focused, delivering exceptional customer service by sharing my expertise and knowledge while being able to understand individuals circumstances/backgrounds by showing empathy and compassion to people who need support.

As a Work Coach, I use sound judgement to help customers through challenging times and use tailored coaching to help them recognize their ability to find, stay in and progress in a job. I offer quality, dynamic and flexible advice. I manage a caseload of 256 customers who I am responsible for providing consistency and continuity of service to. I am accountable for the level, frequency and intensity of contact I have with each customer as I manage my own diary. My role is to ensure that each customer has personalized up to date commitments while they are claiming Universal Credit, this is reviewed every 3 months. That I am also setting realistic but challenging work search or work preparation activities, they are regularly attending their weekly/fortnightly appointments with myself to maximize their chances to move in to work, ensuring that I am booking in appointments according to business need and contributing to successful Job Centre statistics. Identifying any training/upskilling needs, signposting them to the correct support. Ensuring that they are utilizing their Universal Credit account accurately to support their claim.

I also advise on self employment, home less shelter/those seeking accommodation, those who are pregnant, ensuring that regular contact is maintained and they are still receiving work preparation support for when they are ready to move back in to work and making preparations for childcare and also dealing with more vulnerable cases involving domestic violence, alcohol/drug abuse, those suffering with mental health problems etc. In addition to face to face and telephony appointments, it is an essential part of my role to keep up to date with my dashboard through the internal digital Universal Credit channel where I receive digital messages from my customers who may have any questions, concerns or requests before their upcoming appointments. I respond to these daily throughout the day and clear any outstanding actions such as reviewing medical notes, identity documents, referrals to provisions etc. to ensure the smooth journey for every customer I manage. Being educated in local provisions that are useful to my customers and proactively developing in depth knowledge of the local labor market, recognizing the roles that our Partners and Employers have in helping our customers secure employment is also an essential part of my role.

I also help to support customers to increase their wages by supporting their employment opportunities from their job offers in to career opportunities. It is important to me that I build positive relationships with customers that motivates them and allows them to build trust through recognition, praise and reinforcing positive behaviors. It is important that I make timely decisions, based on the needs of the customer, I promote high attendance rates for appointments and group sessions and that I am accountable for the decisions that I make during interviews/appointments to help them move back in to sustained employment or prepare for work. This can include making detailed referral to decision makers, holding customers accountable for failure to comply, applying and removing sanctions etc.

Since joining DWP, I have rapidly taken on additional responsibilities to further push myself and broaden my knowledge. As well as managing my own diary and caseload, I recognized that DWP were focusing on a project working with customers age 50+. The aim was to prioritize customers who fell under this category and think of innovative ways to encourage them to move in to work and continue to build a strong pension. Those in this category were found to be more demotivated due to their age, health conditions and limited ability. I took on the role to be the 50+ lead in my Job Centre where I would be the single point of contact for any questions on how to move forward with customers in this category and how to tailor their journey back in to work. Since taking on this role, I have held multiple awareness sessions on Midlife MOT, Pensions, Menopause and Jobs Fairs. It is my responsibility to lead 5 other 50+ work coaches in the Job Centre and work with them to identify customers who are suitable to attend each awareness session that I host. I create ice breaker activities, the presentation, tools/support they can take away with them at the end of the session and host question and answer sessions. It is important that I am educated to the highest level while taking on this role so that I am able to relay accurate, supportive information to both colleagues, providers and most importantly, customers. With this additional responsibility, I also collect data daily on every 50+ customer that attends the Job Centre, tracking the journey/progression of approximately 1100 customers. I join meetings every Friday morning with the 50+ District leads, Senior management and 50+ leads from Job Centre’s across the district to share this date and go in to further detail to explain what the Centre is doing well on and where we are falling short and also seek and share best practices from other leads to help improve our statistics/performance. Since taking on this role, I have evidently achieved exceptional statistics for the Centre and have bought many innovative ideas to the table which have shown great outcomes and bought customers forward to share their Good News Stories.

In my Team Leaders absence, I have been given the opportunity to lead a team of Work Coaches and support staff in providing exceptional customer service to individuals seeking employment support. I used this time to build team morale, I was responsible for overlooking the teams performance, organised regular team meetings to openly address the challenges we were facing and acknowledge the impact our work had on the lives of those seeking support. I emphasized the importance of our role in helping individuals overcome barriers to employment and regain their independence. I shared success stories of previous clients who had achieved remarkable results, highlighting the positive impact we could and have had on customers lives. I implemented a reward and recognition system that celebrated individual and team achievements. I also provided ongoing support and professional development opportunities for my team. I organized training sessions and workshops to enhance their skills in areas such as job coaching, interview techniques, and customer service.

To ensure open lines of communication, I implemented regular team meetings and one-on-one sessions with each team member. I actively listened to their concerns, ideas, and suggestions, and incorporated their feedback into our operational processes. This not only made them feel valued but also empowered them to take ownership of their work and contribute to the overall success of our team.

As a result of these efforts, I witnessed a remarkable transformation within the team. Morale improved significantly, and an increase in motivation levels. Through inspirational leadership, open communication, and a focus on recognition and professional development, I was able to motivate my team of work coaches and support staff to achieve remarkable results and deliver exceptional customer service. This experience reinforced my belief in the power of leadership to inspire and empower individuals to make a positive impact on the lives of others.

HOBBIES AND INTERESTS

I took part-took in several sports activities and clubs during school and college and always aimed to reach the top. I have carried this passion with me in my adult life and enjoy swimming, football, cricket and Rugby. I have a passion for health and fitness and regularly visit the Gym and take part in boxing classes as I find that this is a form of self discipline. I also enjoy socialising with family and friends and keeping up to date with current affairs.

**References available upon request**

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