ABIR CHOUDHURY
Leicester,UK
Summary
Driven individual with exceptional communication and problem-solving skills, demonstrating adaptability and empathy in customer interactions. Adept in managing inquiries and resolving issues efficiently. Committed to enhancing customer satisfaction and fostering long-term client relationships.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
Work history
Customer Service Advisor
Vodafone UK
2025.05 - 2026.02
- Support customers with account queries, billing, upgrades and cancellations while meeting quality and productivity targets.
- Resolve issues efficiently, including escalations and complaints, maintaining high customer satisfaction.
- Update CRM records accurately and follow data protection/GDPR processes.
- Recommend suitable products and services based on customer needs (customer-first approach).
Equality & Quality Supervisor (WFH)
Kaplan
2024.07 - 2025.03
- Handled high-volume customer casework (complaints/appeals), delivering fair outcomes and clear communication.
- Produced accurate reports and insights to improve customer experience and service quality.
Senior Equality & Quality Coordinator (WFH)
Kaplan
2022.10 - 2024.07
- Provided end-to-end customer support, ensuring a smooth experience across bookings and assessments.
- Completed quality assurance checks and coached colleagues to meet service standards and KPIs.
Operations Coordinator (SQE/QLTS)
Kaplan
2019.11 - 2022.10
- Coordinated scheduling and delivery for large-scale operations while meeting strict deadlines.
- Trained and supported teams of 10-30 staff to deliver a professional, customer-focused service.
Security Course Manager
1 Ace Security
2015.01 - 2019.11
- Managed training operations and customer enquiries, scheduling courses and maintaining high service standards.
- Maintained compliance and quality assurance while improving delivery capacity and supporting business growth.
SIA Events Security Officer
APA Events
2018.06 - 2019.01
- Provided customer-facing support and safety at major venues, including queue management and access control.
- Handled high-pressure situations calmly while maintaining a professional and welcoming approach.
Retail Assistant
Primark (Tottenham Court Road)
2013.09 - 2015.01
- Served customers on the shop floor and at tills, handling payments, refunds and exchanges accurately.
- Replenished stock, organised displays and kept fitting rooms and shelves tidy to maintain strong visual standards.
- Supported busy trading periods by working quickly, prioritising tasks and helping customers find products.
Education
BSc Business Management (Accelerated) -
UA92 (Lancaster University)
2025.04 - 2027.04
A Levels - undefined
Sir George Monoux College
2008.01 - 2010.01
GCSEs (9 including Maths, English and Science) - undefined
Warwick School for Boys
2003.01 - 2008.01
Skills
- Customer service
- Rapport building
- Till operation
- Cash payments
- Card payments
- Refunds
- Exchanges
- Complaint handling
- Upselling
- Add-on sales
- Needs-based recommendations
- Stock replenishment
- Merchandising
- Deliveries
- Maintaining shop-floor standards
- Working to targets
- Quality standards
- Microsoft Office
- Google Workspace
- CRM
- Bespoke systems
- Communication proficiency
- Calmness under pressure
Additional Information
Microsoft Office, Google Workspace, CRM and case management systems, Security & operations systems: access control and CCTV (from venue/security roles)
References
References available upon request.
Timeline
Customer Service Advisor
Vodafone UK
2025.05 - 2026.02
BSc Business Management (Accelerated) -
UA92 (Lancaster University)
2025.04 - 2027.04
Equality & Quality Supervisor (WFH)
Kaplan
2024.07 - 2025.03
Senior Equality & Quality Coordinator (WFH)
Kaplan
2022.10 - 2024.07
Operations Coordinator (SQE/QLTS)
Kaplan
2019.11 - 2022.10
SIA Events Security Officer
APA Events
2018.06 - 2019.01
Security Course Manager
1 Ace Security
2015.01 - 2019.11
Retail Assistant
Primark (Tottenham Court Road)
2013.09 - 2015.01
A Levels - undefined
Sir George Monoux College
2008.01 - 2010.01
GCSEs (9 including Maths, English and Science) - undefined
Warwick School for Boys
2003.01 - 2008.01