Customer Service A Team
Resume:
Sameer Umar
********@*******.**.**
D.O.B: 20/01/81
About me:
I am a presentable individual who can work extremely well as part of a team as well as on my own initiative. My experience mainly consists of Customer Service, supervision & Decision making. As an individual, I like making decision when the opportunity arises. My current role has given me a lot of experience in many aspects of life including manging and being able to be a trustworthy person. I also enjoy the day to day business I am currently in and strive to a better future with all skill and knowledge I have learnt from my current position. In my private livelihood, I have organised leisure activities for friends and family. This has helped me to develop great self-motivation and dedication combined with the ability to perform well under pressure and get self-satisfaction. Employment History
New collection Leicester Ltd
October 2018 – March 2024
· Customer Service & staff management (managing a small area of the business to help reach goals
· Accounts manager - (overlooking various customer client account) dealing with all business queries
· Dealing with customer complaints queries to the end of resolution
· Overlooking Packing & production team to Make sure targets are met
· Obtaining workload from customers via internet/mail and distributing it to 3rd party factories
· Liaising with customers locally and internationally
· Preparing reports to head of board via spreadsheets
· Answering calls from customers and 3rd party factories on a day to day basis
• Logging letters of authority to anybody involved in all areas of the business
• Preparing staff to carry out day to day work with production design teams and fabric cutting teams
• All jobs involve a lot of decision making or it can cost the business a huge amount of downfall in profits, and all representatives should be very trustworthy for such roles.
• This position has many roles given to me on a random basis depending on time frame and overload of work in other areas which required help.
• Bonus targets given enabled me to juggle many areas which I was happy to do
• Travelling to suppliers (once a month) in various cities to show sampling NHS – University of Leicester Hospitals (supervisor/manager) Switchboard –Customer service
October 2017 – October 2018
• Managing a busy call centre within the NHS trust
• Managing Staff on a daily basis
• Recording sickness for members of the team
• Training staff to maintain the trust’s policies and guidelines
• Updating and changing Live Medical professionals i.e.: Doctors live shift rota’s
• Dealing with emergency calls from staff general public and NHS professionals
• Dealing with queries from all staff based at 3 sites in order to ease workload
• Authorising holidays for staff
• Providing monthly stats for staff
• Monitoring fire alarms for all three Leicester hospital sites
• Providing assistance to staff taking on calls
• Planning overtime for staff
• Rescheduling medical staff rota
• Liaising with payroll for staff overtime and sickness
• Setting targets for employees via NHS internal departments I.e.: Occupational health Amica Services
November 2013 – October 2017
Panache Fashion House Ltd
(Customer Service-Sales Manager)
• Building good relations with customers
• Setting targets & training for the team, building future plans to benefit the company
• Meet and exceed KPI’s where required
• Process weekly/monthly progression onto system portal
• Delegate jobs within the company staff to better the future
• Fix general issues within the IT systems
• Monitoring the industry on a daily basis to obtain Live forecast to reach our goals
• Problem solving any issues that arises within out network
• Liaising with customers locally and internationally
• Resolving customer complaints instantaneously
• Travelling to suppliers twice a week to better our relation and meet their needs
• Providing appropriate customer services to the highest leve University of Leicester NHS (Temp Position Agency) Radiology IM &T IEP System Administrator
June 2013 – November 2013
• Uploading patient X-rays onto live systems
• Liaising with internal departments and processing fact findings
• Manually going to patient wards to assist doctors with various x-ray Scans
• Updating patient records on live systems
• Requesting patient images to upload onto NHS live network
• Preparing patients CT PET scans before undergoing surgery
• Working very accurately on live internal systems to update patient records. AGCO LTD
Jan 2013 – Feb 2013
• Answer and monitor dealer incoming calls, E-mails within targeted response time in sales force
• Liaise with internal functions to support Customer service related queries within targeted response time
• Follow up customer back orders in line with order category resolution objectives
• On-going maintenance on dealer’s accounts
• Timely resolution of business issues with dealer’s
• Prioritise actions in liaison with logistics to improve delivery promises and inform dealers accordingly
• Mailing, Faxing & Scanning customers keeping them inform of products and services
• Handle/Answer pricing queries
• CS KPI’S (response times) Quality survey/Direct feedback from distribution Network 02/2012- 11/2012 British Gas Business (Secondment) Complex Query Specialist / Account Management
• Managing and resolving high priority customer complaints.
• Building and managing customer relationships and keeping the customer informed throughout their journey
• Liaising internally and externally with gas and electricity industry partners to resolve queries
• Proactively managed workload of multiple customer queries simultaneously
• Meeting targets to meet challenging targets on a weekly basis 08/2011 – 02/2012 British Gas Business (temp)
Admin support
• Providing Admin support to the Account executives
• Organising Customer Statement of Accounts
• Entering meter reads and billing customer accurately
• Billing and payment enquires (fact finding)
• Logging letters of authority
• All contract information Request
07/2006 – 06/2011 Crazy Creations UK Ltd
Customer Warehouse Supervisor
• Supervising a team of 5 employees
• Receiving customer orders and delegating work appropriately
• Quality checking
• Providing customer service to new and existing customers 06/2004 – 06/2006 British Gas
Customer Service Advisor
• Resolving customer queries and complaints instantaneously
• Selling British Gas home care products
• Conducting technical fault testing
• Cross training new staff
05/2000 – 06/2004 British Telecom
Customer service Advisor
• Working in a call centre answering calls from the general public on the ‘151’ service
• Dealing with customer queries
• Providing appropriate customer solutions
• Conducting technical line fault testing
• Assigning jobs to appropriate engineers
• Training and supervising new staff
05/1999 – 01/2000 Royal Mail (Temp)
Data Entry Clerk
• Processing data
• Generating reports
• Checking customer accounts
• Handling important customer documents such as passports and bank details 10/1998 – 04/1999 Nemco Enterprise
Data Entry Clerk
• Providing assistance to floor supervisor
• Dealing with customer accounts and queries
• Responsible for checking deliveries and despatching stock Education:
1992-1997 Moat Community College Leicester
8 GCSE’s: Mathematics [C], English Literature [C], English Language [C], Science [E], Technology [E], Religious Studies [C], Social Science [C], French [D] Other qualifications, 2003
• NVQ Level 2 – Processing information using Telecommunications
• NVQ Level 3 – Call handling operations
Key skills:
• Communication
• Customer Service
• Sales
• Negotiation
• Team leadership
• Multitasking
• Attention to detail
Computer Skills:
• Competent user of Microsoft Office
• SAP systems
• Service Desk
• HISS system (NHS)
• QuickBooks (accounts)
• Sage System
• Microsoft office/word
Interest & Hobbies:
• I am interested in different cultures as I can explore different lifestyles
• I also love travelling and recent destinations include India, Dubai and Egypt
• I remain fit by playing 5 a side football as well as going to the gym regularly
• I look forward to my free time as I get to spend quality time with my 2 children
• Looking after my elderly parents keeps me more motivated and happy in life
•
References: Available on request
As per the gaps between my job roles ae mainly due to looking for future work or caring for my children whilst in the process of looking for employment.
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