Ahmed Mirzaee

I started the company as a customer service representative, which just under 12 months, I progressed as a complaint handler. As a complaint handler my day to day tasks involved:

• Managing my caseload of customer complaints
• Investigating what has gone wrong and deciding the outcome
• Speaking to customer either by phone, letter or email
• Working with back office departments to gather information
• Making sure everything is completed within regulatory and contractual timeframes
• Sharing feedback and ideas to improve the processes that we undertake

From September 2025, I was given the opportunity to become a 'Process Team Leader' for the complaints department.

Key responsibilities were:

• Leading, supporting and developing a multidisciplined complaints team to deliver high quality, timely customer resolutions
• Handling high escalations, providing guidance on complex financial services complaints.
• Reporting on service performance, identifying risks, analysing trends and taking proactive action to address the issue.
• Driving transformation, initiatives, improving processes, workflows and performance to create a modern, efficient operation.
• Managing day to day tasks, ensuring service levels, regulatory requirements and targets are consistency are met.
• Provided operational support to cross-functional teams

At first Source Solutions, I undertake tasks by accepting inbound calls to day to day basis, handling queries, filling forms on behalf of the customers and dealing with any problem they may enquire. the environment was fast paced to keep up with the operations at the company.

Key performance duties were:

• Streamlined processes through efficient record keeping.
• Provided top-notch support for increased customer satisfaction.
• Contributed towards achieving store targets whilst ensuring adherence to service standards.
• Managed high volume of inbound calls for quick resolution of customer issues.
• Enhanced communication channels through regular updates on company policies and promotions.

The establishment is operated as family business which owned by my father. After 3 years running the business, I was made as a manager to which I may add that I was in secondary school earning my GCSE'S.

• Led process improvements and trained team members to enhance operational efficiency.

• Enhanced customer satisfaction through creative problem-solving.

• Ensured customer service standards were met, resulting in high levels of customer satisfaction.

• Motivated and encouraged team members to communicate more openly and constructively with each other.

• Prioritized and organized tasks to efficiently accomplish service goals.

• Ensuring the finance records are up to date along with supply deliveries were the correct data.

• Ensuring the finance records are up to date along with supply deliveries were the correct data.

Outlined key skills relevant to managerial role.

• Team leadership

• Staff mentoring

• Customer-facing leadership

• Team Motivation

• Business Strategy