Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic

Abdul Manan

London,United Kingdom

Summary

Salesforce-focused Support Specialist with hands-on experience in Omni-Channel case management, live chat, call handling, and workflow coordination. Proficient in using Salesforce Cloud and TopDesk to resolve technical issues, manage escalations, and streamline service operations. Proven ability to support cross-functional teams and enhance user experience in both academic and freelance environments.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

Group manager

MAYFAIR FOOD FAYRE LIMITED
London, United Kingdom
04.2025 - Current
  • Led store-wide change initiatives to improve operations, customer service, and staff efficiency.
  • Implemented new systems (e.g., inventory, POS, scheduling) and trained staff on updated processes.
  • Developed change strategies, communication plans, and training materials to support smooth transitions.
  • Worked with store leaders and teams to align changes with business goals and minimize disruptions.
  • Tracked progress through performance data and feedback, adjusting plans as needed.
  • Managed stakeholder engagement and addressed resistance through clear communication and support.
  • Ensured compliance with policies and regulations during all change activities

Volunteer Staff

London South Bank University
London, United Kingdom
02.2025 - 03.2025
  • As a member of LSBU's Customer Services Team, I serve as the first point of contact for students, offering front-line support and guidance across a range of queries to enhance their university experience. I aim to resolve issues promptly or refer students to specialist services when needed, always maintaining a high standard of customer care.
  • Delivering friendly, informed support via face-to-face, phone, live chat, and online channels.
  • Handling queries related to Fees, Financial Advice, Disability & Dyslexia, Library, and IT Support.
  • Referring complex issues to appropriate services and ensuring follow-up.
  • Coordinating with academic staff, central teams, and the Students' Union.
  • Staying current through team meetings and training sessions.
  • Managing student data in line with Data Protection laws, including issuing official documents.
  • Creating and updating resources and supporting events like Orientation and Open Days.
  • Assisting with admin tasks and contributing to service improvements.
  • Collaborating across departments (e.g., Admissions, Mental Health, Library, IT) for complex cases.
  • Proficient in MS Teams, Outlook, Excel, Salesforce, QLv4, QLX, SALTO, CardExchange, Launchpad, and HEP portal.

Office Administrator

Avicorp Middle East
Jeddah, Saudi Arabia
07.2018 - 06.2019
  • Proficient in handling the activities in coordination with the internal / external departments for smooth business operations.
  • Coordinating with the clients to answer all the queries and ensure complete customer satisfaction.
  • Acting as a primary point of contact between client & the employer through proper communication.
  • An effective communicator with excellent interpersonal, analytical & relationship management skills.
  • Demonstrated skills in relationship management coupled with expertise in handling top & confidential correspondence with clients.
  • Capable of adopting new measures and understanding the changed circumstances for fast adaptability & ensuring implementation in the organization for its benefit.
  • Monitoring/coordinating activities as appropriate and preparing internal reports for management.
  • Proven abilities in providing comprehensive support for executive-level staff including scheduling meetings, traveling and managing all essential tasks.
  • Overseeing administration activities including office facilities, transport facilities, security services & telephones.
  • Maintaining a healthy & learning environment ensuring creative & operational development of employees.

Education

Intermediate of Commerce - Accounting and Business Management

Pakistan International School Jeddah - PISJ AZIZIA
01.2012 - 01.2015

Skills

  • Customer relationship management software
  • Customer Service Representative
  • MS Teams
  • MS Office Package (Word, Excel, Outlook)
  • Salesforce
  • Softphones Mitel Agent

Languages

English
Fluent
Arabic
Fluent
Hindi
Advanced
Punjabi
Native
Urdu
Native

Certification

Hotel Management, Sheraton Hotels & Resorts

Timeline

Group manager

MAYFAIR FOOD FAYRE LIMITED
04.2025 - Current

Volunteer Staff

London South Bank University
02.2025 - 03.2025

Office Administrator

Avicorp Middle East
07.2018 - 06.2019

Intermediate of Commerce - Accounting and Business Management

Pakistan International School Jeddah - PISJ AZIZIA
01.2012 - 01.2015

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Abdul Manan