Ammar Ahmedally
Stanmore
Summary
Adept in data analysis and fostering strong relationships, I significantly enhanced service efficiency at Home Office by employing expert Microsoft Office skills and a keen problem-solving aptitude. My diverse experience and proactive approach in various roles underscore my ability to drive improvements and maintain professionalism in client interactions. Skilled in applying advanced analytical and problem-solving techniques to optimize business operations and drive process improvements. Experience includes developing predictive models, conducting cost-benefit analysis, and implementing data-driven solutions that enhance decision-making processes. Strong in leveraging statistical software and programming languages to analyze complex datasets, with demonstrated ability to translate findings into actionable insights that significantly improve operational efficiency.
Overview
20
20
years of professional experience
Work History
Operations Analyst
Home Office
Hendon
10.2022 - Current
- Using enterprise monitoring tools to monitor infrastructure, network, and applications for alerts and events that could impact the services provided to users of home office technology.
- Raising incidents in a service management toolset (ServiceNow), logging, and initiating necessary resolution activities.
- Supporting incident and problem resolution activities, engaging with other DDaT teams and/or suppliers as required.
- Tracking incidents using service management tools, and producing supporting reports/data as required.
- Understanding and adhering to PNC and ITIL (IT Infrastructure Library) event, incident, and problem management policies, procedures, OLAs, and SLAs.
- Proactively contributing to continuous service improvement through the identification of PNC processes and procedure improvements.
- Undertaking knowledge management activities: identifying, controlling, and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant, and valid.
- Undertaking appropriate training for the role and seeking to constantly improve myself and team performance through personal development.
- Participating, contributing to, and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
- Dealing with P1/P2 incidents.
- Liaising with external stakeholders and other technical teams.
- Assisting internal and external customers to resolve technical issues.
- Supporting the business and customers with temporary workarounds, and liaising with relevant technical teams to find a permanent solution.
- Assisting with change and system maintenance.
- Creating and updating knowledge articles.
- Undertaking regular checks and assisting customers with their Visor, NFLMS, and NABIS accounts.
- Dealing with and resolving conflicts among colleagues and customers.
Work Coach
Department of Works and Pensions
Wembley
08.2020 - Current
- The Work Coach role is wide-ranging and diverse
- You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contact on a daily basis
- Providing support to customers claiming Universal Credit, Employment and Support Allowance, Jobseekers Allowance and Income Support
- Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world
- Building positive relationships with customers that encourages, motivates and builds trust
- Developing an in-depth knowledge of local employment opportunities and the support our service partners offer
- Making timely decisions, based on customer needs, and referring them to appropriate help and support
Administrative Officer
Department of Works and Pensions
Wembley
05.2020 - Current
- Provide excellent customer service in a fast-paced contact centre telephony environment to a diverse range of working age customers and employers
- Make non-complex decisions on the cases that are referred to them and record their outcome on the appropriate systems
- Make appropriate Work Capability Assessment (WCA) decisions based on evidence provided
- On receipt of referral forms and evidence, examine facts, make enquiries and make decisions on the case
- Make reconsideration decisions and refer for mandatory reconsideration action if appropriate
- Deal efficiently and effectively with a wide range of complex customer enquiries using a range of secure computer systems
- Provide a quality service by understanding the end-to-end claimant journey, appreciating where your role fits in and identifying the right actions and interventions (including the need for specialist action where, for example, there are language barriers) to best support claimants and your colleagues
- Uphold the principles of Social Justice at all times; by supporting claimants through difficult times, offering them sound advice and providing them with the relevant tools you will enable them to transform their lives for the better
- Assess new claims, deal with enquiries and issue benefit payments in prescribed circumstances by making and receiving calls and via electronic means
- Advise claimants on their rights, responsibilities, relevant documentation and evidence required to support their claim
- Provide a service to employers via telephone and electronic means
- Work collaboratively and build strong and proactive working relationships with colleagues in all parts of DWP
- Understand and strive to achieve all performance standards relevant to the role including call quality, appropriate handovers, contact time with customers and adherence to times scheduled on telephony
- Make non-complex decisions on the cases that are referred to them and record their outcome on the appropriate systems
- Make appropriate decisions based on evidence provided
- On receipt of referral forms and evidence, examine facts, make enquiries and make decisions on the case
- Make reconsideration decisions and refer for mandatory reconsideration action if appropriate
- Provide accurate statistics and collect MI
- Process changes of circumstances on computer systems
- Provide detailed written/verbal requests and explanations to claimants
- Make the appropriate telephone calls to claimants gathering evidence and providing outputs of decisions
- Use MSRS (IT system) to register medical referral
Mortgage Administrator/ Advisor
Financial & Mortgage Planning Associates Ltd
Stanmore
10.2016 - Current
- To provide a full administrative service to the team including processing of mortgage and insurance applications to various financial institutions, administering new business cases from application through to completion using electronic and online systems, creating documents, updating databases, and collation of data
- To carry out telephone and reception duties as required
- To help to maintain the diary bring forward systems for one or more account managers
- To provide advice, guidance and updates to clients, builders and lenders
- To be responsible for building strong working relationships with clients, lenders and builders
- To be responsible for maintaining the database, ensuring the information is regularly checked and updated
- To ensure that required documentation is received and processed in a timely manner
- To ensure that all documentation is maintained in a secure and confidential manner
- To have organisational skills and be able to work under own initiative
- To uphold organisational policies and principles
- To work as part of a team to provide a comprehensive administrative service
Employment Advisor
Department of Works and Pensions
Wembley
10.2020 - 06.2022
- Strong leadership, enabling and coaching skills with the ability to lead a team to deliver DWP’s objectives and build DWP colleagues’ capability across the district
- Effective engagement, negotiation and influencing skills and the ability to build effective relationships with your Senior Leadership Team and other internal and external partners and providers
- Knowledge and understanding of the link between health and disability and employment, and the benefits of job search
- Ability to understand the strategic objectives of DWP to support claimants with health issues or disabilities and lead the DEA team in line with these objectives
- Knowledge of (or ability to quickly develop knowledge of) the local Labour Market, Disability Confident employers and Access to Work provision
- Knowledge of reasonable adjustments e.g
- Job redesign, systematic instructions or job carving and ability to negotiate with employers to tailor job roles to individual claimant needs
- Knowledge of local community services and support to include e.g
- Improving Access to Psychological Therapies and Individual Placement Support
Warehouse Administrator/ Manager
Vitabiotics Limited
London
11.2014 - 09.2016
- Assisting Manager with day to day running of warehouse
- Updating Packing List (as per export requirements)
- Pre checking all export orders
- Liaising with QC for relevant countries requirements (QC Checks)
- Complying with palletising regulations (Ex: Turkey, EU, USA)
- Pre checking of UK orders
- Answering Telephone calls
- Replying to emails
- Supervising export and UK out load and intakes
- Using Accellos System software
- Using My Pack List software (to update Packing List)
- Complying to Health and Safety
- Liaising with Logistic Companies for UK collections
- Updating Export client details
- Booking Royal Mail for ecommerce orders
- Booking Goods In – Book in all received goods
- Liaise with couriers regarding any delivery issues
- Liaise with Internal and External departments
- Customer Liaison, Invoice and Orders Management
- Recognise any errors in paperwork, including identifying potential customer errors (with purchase orders, sales orders, pick lists, shipping details)
- Liaise with warehouse colleagues to ensure SLAs are met
- Liaise with customers via phone and email
- Maintain waste disposal licence renewals and uplifts
Air freight Co-ordinator
Excess International Movers
Wembley
01.2012 - 08.2014
- Booking Air Freights (Moveware)
- Preparing and Printing MAWB & HAWB
- Liaising with booking agents (AMI)
- Coordinating with warehouse
- Booking Couriers (UPS/DHL/DTDC)
- Liaising with agents (International)
Customer Service Agent
Excess Baggage Company
Heathrow
01.2012 - 03.2014
- Cashing up
- Handling Customer complaints
- Dealing with Air/Sea Freight booking
- Adhering to health and safety
- Opening/Closing Store
- Answering phone calls
- Assisting customers with general inquiries
- Screening Baggage (X-Ray)
- Day to day banking
Team leader
Superdrug
Camden Town
01.2011 - 12.2012
- Serving customers
- Cashing up
- Adhering to health and safety
- Leading the team
Security Agent
ICTS UK Ltd
01.2010 - 12.2010
- Body and baggage search
- Passport checking
- Aircraft search and monitor activities
- Guarding aircraft
- Assisting passengers
Supervisor
Budgens Store
01.2005 - 12.2010
- Placing orders
- Changing tills
- Day to day banking
- Good customer service
- Checking CCTV footage
- Knowing the health and safety procedure
- Stock taking and stocking up shelves
- Handling customer complaints
- Complying with alcohol and cigarette laws
- Working under pressure
- E.g
- When short staffed
- Good team worker
Education
ITIL4 Foundation
Gilmore Global
Online06-2023
Agile Service Manager
Skillsoft Global Knowledge
Online03-2023
Risk Management
Institute of Risk Management
Online02-2023
Diploma -
Singapore Informatics
Colombo, Sri Lanka08.2001
GCSE in English -
Harrow College
HarrowSkills
- Skilled In Diverse Language Proficiency
- Business Support Administrator
- Client Service Coordination
- Filing System Administration
- Efficient Data Management
- Expertise in Microsoft Office
- Proficient in Outlook Management
- Strong Organizational Abilities
- Client Interaction Support
- Process updates
- Cost reduction strategies
- Data analysis
- Decision-making
- Problem-solving aptitude
- Analytical thinking
- Relationship building
- Interpersonal communication
- Problem-solving
- Professionalism
- Active listening
- Written communication
- Attention to detail
Languages
Sinhala
First Language
Hindi
Intermediate (B1)
B1
Urdu
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
References
References available upon request.
Timeline
Operations Analyst
Home Office
10.2022 - Current
Employment Advisor
Department of Works and Pensions
10.2020 - 06.2022
Work Coach
Department of Works and Pensions
08.2020 - Current
Administrative Officer
Department of Works and Pensions
05.2020 - Current
Mortgage Administrator/ Advisor
Financial & Mortgage Planning Associates Ltd
10.2016 - Current
Warehouse Administrator/ Manager
Vitabiotics Limited
11.2014 - 09.2016
Air freight Co-ordinator
Excess International Movers
01.2012 - 08.2014
Customer Service Agent
Excess Baggage Company
01.2012 - 03.2014
Team leader
Superdrug
01.2011 - 12.2012
Security Agent
ICTS UK Ltd
01.2010 - 12.2010
Supervisor
Budgens Store
01.2005 - 12.2010
ITIL4 Foundation
Gilmore Global
Agile Service Manager
Skillsoft Global Knowledge
Risk Management
Institute of Risk Management
Diploma -
Singapore Informatics
GCSE in English -
Harrow College
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