Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
Generic

ABDUL RAZZAQ

Newcastle upon Tyne

Summary

Experienced customer service and support professional with over 7 years of experience across customer-facing, administrative, and data-related responsibilities. Skilled in maintaining accurate records, managing CRM systems, identifying and resolving data discrepancies, and supporting business operations while delivering a high standard of customer service. Experienced in handling sensitive information in line with GDPR requirements, with strong problem-solving abilities and a collaborative approach to working across teams.

Overview

11
11
years of professional experience

Work history

Customer Coordinator / Data Steward

SSCL
Newcastle upon Tyne
2019.10 - Current
  • Manage a high-volume workload across multiple channels, handling approximately 200–250 calls, 150–200 emails, and 400–600 lines of data per week while maintaining accuracy and service standards.
  • Investigate and resolve account-related issues for both individuals and training organisations, including missing or incorrect information, duplicate records, incorrect account merges, qualification-related issues, and data inconsistencies.
  • Validate customer and account information through CRM systems to maintain accurate records and ensure data integrity.
  • Compare client-supplied datasets against internal CRM records to identify discrepancies, securely document findings, and escalate issues for further investigation where required.
  • Maintain strict GDPR and data security standards while handling sensitive personal information and transferring data through secure processes.
  • Manage user account administration, including granting system access and resetting login credentials while ensuring accuracy and security requirements are met.
  • Verify construction-related card applications by reviewing qualifications, achievements, and personal information through internal systems, approving or rejecting applications and liaising with internal teams to resolve data issues where required.
  • Act as a key point of support for colleagues by providing guidance on CRM-related queries, account investigations, and complex record management issues, while creating work instructions and coaching colleagues to improve knowledge sharing and encourage greater self-sufficiency within the team.

Outbound Customer Service Advisor & Administration

Adecco / Serco – National Apprenticeship Service
Newcastle upon Tyne
2018.10 - 2019.02
  • Contacted small and medium-sized businesses to promote work experience opportunities and encourage participation in apprenticeship initiatives.
  • Researched organisations prior to contact to ensure accurate and relevant discussions.
  • Built rapport and used communication and objection-handling skills to achieve positive outcomes.
  • Maintained accurate customer and business records using CRM systems while ensuring information remained up to date.
  • Adapted quickly to changing processes and systems within a fast-paced environment.

Customer Service Advisor

Teleperformance
Gateshead
2015.12 - 2018.09
  • Handled a high volume of customer calls relating to student loan enquiries, providing clear information and support across a range of account-related queries.
  • Processed customer payments and resolved account issues, including handling refunds where overpayments had occurred.
  • Investigated more complex enquiries referred by colleagues, gathering information and providing appropriate resolutions.
  • Supported complaint handling processes by contacting customers directly to resolve concerns and improve customer experience.
  • Maintained accurate customer records while adhering to company procedures and data protection requirements.

Takeaway Assistant

Jalsa Indian Takeaway
Ushaw Moor, Durham
2015.01 - 2015.01
  • Handled customer orders both in person and over the phone while maintaining a professional and friendly service.
  • Packaged customer orders accurately and supported front-of-house operations within a fast-paced environment.
  • Developed communication and customer service skills through regular interaction with customers.

Education

GCSEs -

St Mary's RC Comprehensive School
Newcastle upon Tyne

Skills

  • Microsoft Office Suite (Word, Outlook, Excel)
  • CRM Systems & Database Management
  • Data Validation & Record Accuracy
  • Data Discrepancy Identification & Escalation
  • Account Investigation & Issue Resolution
  • GDPR & Secure Data Handling
  • Account Administration & Access Management
  • Multi-channel Communication (Phone, Email & Written Correspondence)
  • Customer Service & Relationship Management
  • Cross-Team Collaboration
  • Coaching, Knowledge Sharing & Work Instructions
  • Strong systems aptitude and ability to quickly learn new software
  • Problem Solving & Attention to Detail

Affiliations

  • Reading (particularly fantasy and science fiction)
  • Drawing and sketching
  • Gaming

Timeline

Customer Coordinator / Data Steward

SSCL
2019.10 - Current

Outbound Customer Service Advisor & Administration

Adecco / Serco – National Apprenticeship Service
2018.10 - 2019.02

Customer Service Advisor

Teleperformance
2015.12 - 2018.09

Takeaway Assistant

Jalsa Indian Takeaway
2015.01 - 2015.01

GCSEs -

St Mary's RC Comprehensive School
ABDUL RAZZAQ