Amreen AHMED
Manchester
Summary
Customer service professional with 21 years of experience in enhancing customer satisfaction and driving operational excellence. Proven track record in managing teams and implementing effective service strategies. Committed to exceeding expectations and fostering positive customer relationships.
Overview
18
18
years of professional experience
Work history
Customer service advisor
London & Quadrant
Manchester
2024.10 - Current
- Managed communication through telephone, email, and in-house messages to enhance overall service quality.
- Resolved resident queries promptly, demonstrating ownership and ensuring timely follow-up.
- Provided accurate, appropriate information for every enquiry and request.
- Followed company policies and procedures to deliver consistent service.
- Maintained confidential records of interactions, transactions, comments, and complaints.
- Coordinated with other departments to progress enquiries and resolve issues.
- Processed income transactions for financial operations and housing management, escalating account queries as necessary to ensure resolution.
- Contributed to departmental KPIs and company objectives through daily casework.
- Advocated L and Q values during everyday resident communication and casework.
- Received positive, highest Bright scores month by month averaging 95%
Payments & Orders Administrator
John Lewis Plc
Didsbury, Greater Manchester
2019.03 - 2024.07
- Processed cash and card payments during busy periods using tills or EPOS.
- Contacted customers and retail buyers to expedite orders, confirming details for timely processing.
- Set delivery expectations when processing customer orders for timely fulfilment.
- Resolved customer inquiries and complaints, providing practical next steps to enhance satisfaction.
- Handled complaints calmly and professionally, maintaining customer satisfaction throughout interactions.
- Answered incoming and outgoing calls, recorded messages and ensured timely follow-up actions.
- Trained staff on operating procedures and supported consistent service delivery.
- Supported back office by reordering held stock and liaising with suppliers.
- Recorded weekly meeting minutes and updated relevant stakeholders on current work.
Customer Service Manager
Salim & Nasir & Co
Dubai
2013.08 - 2018.08
- Supervised and trained customer service team members for exceptional service encounters.
- Raised customer satisfaction ratings by resolving issues quickly.
- Answered customer requests with friendly, knowledgeable service and support.
- Collaborated with staff to implement daily customer service initiatives, enhancing service quality.
- Conducted training on operating procedures and company services, improving staff competency.
- Identified and pursued upsell opportunities during customer interactions. with new and potential customers.
- Built strong internal and external stakeholder relationships through diligent ownership.
- Oversaw departmental expenses, ensuring adherence to budget allocations.
- Oversaw and coordinated activities of a team of over 50 members. via training coordination and morale support.
Hotel Manager
Travelodge Hotels
Didsbury, Greater Manchester
2008.08 - 2013.03
- Supervised daily operations of a new 62-bedroom hotel, leading a team of 7 employees to ensure high service standards.
- Recruited and trained new employees in delivering exceptional guest service standards.
- Prioritised daily guest needs to improve overall satisfaction scores and foster positive guest relationships.
- Resolved guest complaints through effective de-escalation and provided complimentary support for hardship cases, enhancing guest experience.
- Resolved disputes and concerns within 24 hours to maximise customer satisfaction.
- Responded to guest feedback and implemented changes to deliver positive outcomes.
- Planned daily service delivery across operational departments to exceed expectations.
- Held regular briefings and team communication meetings to motivate service standards.
- Provided guests with detailed information at check-in regarding hotel services and amenities.
- Supported regional hotels when the manager was away, including Manchester Airport and Ancoats.
- Produced end-of-month resort audit reports for upper management.
- Maintained health and safety compliance across premises.
Education
BA (Hons) Criminology & Contemporary Culture - Criminal Law 2:1
Manchester Metropolitan University
ManchesterSkills
- Knowledge of gdpr regulations
- Hospitality management
- Customer service excellence
- Team leadership
- Conflict resolution strategies
- Attention to detail
- Deadline-orientated
- Training and development
- Complaint resolution
Timeline
Customer service advisor
London & Quadrant
2024.10 - Current
Payments & Orders Administrator
John Lewis Plc
2019.03 - 2024.07
Customer Service Manager
Salim & Nasir & Co
2013.08 - 2018.08
Hotel Manager
Travelodge Hotels
2008.08 - 2013.03
BA (Hons) Criminology & Contemporary Culture - Criminal Law 2:1
Manchester Metropolitan University