Bakhtawar Munir
London,UK
Summary
Accomplished professional with expertise in customer service and contact centre operations, specialising in complaint resolution and escalation handling. Demonstrates proficiency in FCA compliance, multi-channel support, and CRM systems to enhance customer retention and first contact resolution. Committed to delivering exceptional service while pursuing opportunities for career advancement within the industry.
Overview
9
9
years of professional experience
Work history
Handover Advisor
Big Motoring World
04.2025 - 05.2026
- Deliver personalised vehicle handover experiences as the final stage of the customer journey
- Managed over 50 calls per day, resulting in a 10% daily increase in investment handout achievements.
- Handle documentation, finance paperwork, and vehicle accessory handovers with accuracy and attention to detail
- Access Vehicles before the handout has been completed to ensure all mechanical checks have been successfully completed by the Technicians.
- Resolve customer concerns quickly and professionally before escalation becomes necessary
Collections Advisor
Funding Circle
09.2024 - 03.2025
- Managed sensitive collections conversations with customers experiencing financial difficulty
- Negotiated realistic repayment solutions while maintaining FCA compliance and professionalism
- Balanced commercial objectives with empathetic customer support
- Maintained accurate case records and follow-up actions within CRM systems
- Set payment plans and promise to pays successfully therefore hitting weekly targets of £50,000+ in arrears repayments.
Contact Centre Supervisor
Cargiant
10.2023 - 09.2024
- Supervised day-to-day operations within a busy automotive contact centre environment
- Supported and coached advisors on complaint handling, communication quality, and first contact resolution
- Resolved escalated customer complaints and complex service issues
- Assisted management with maintaining service quality and customer satisfaction targets
Motor Accident Executive
Cargiant
01.2023 - 09.2024
- Acted as the primary contact for customers and staff involved in on-site vehicle incidents
- Coordinated resolutions between customers, insurers, and internal departments
- Managed sensitive customer conversations with professionalism and empathy
- Ensured timely communication and fair resolution throughout the claims process
Senior Online Sales / Call Centre Advisor
Cargiant
06.2022 - 10.2023
- Managed customer journeys from initial enquiry through to post-sale support
- Handled high volumes of inbound calls, emails, and web chats while maintaining service standards
- Supported customers with finance queries, vehicle updates, and order tracking
- Resolved customer concerns efficiently to maintain customer confidence and retention
Aftersales Advisor
Cargiant
04.2022 - 06.2022
- Managed aftersales complaints and repair queries across phone, email, and face-to-face channels
- Coordinated repair authorisations of up to £300 across approved garage networks
- Maintained queue wait times below target levels through proactive workload management
- Delivered regular customer updates to improve transparency and reduce repeat contact
Call Centre Agent
Cargiant
10.2019 - 04.2022
- Handled 60+ daily customer interactions across inbound calls, email, and web chat
- Consistently achieved service quality and response-time targets
- Escalated recurring customer issues and trends to management to support service improvement
- Maintained a professional and positive customer experience during high-volume periods
Quality Assurance Executive
Dixons Carphone
11.2017 - 10.2019
- Audited customer service interactions to assess compliance and service quality
- Produced trend analysis reports to support training and operational improvements
- Assisted with complaint investigations and customer case reviews
- Participated in calibration sessions to improve consistency across quality standards
Education
Bachelor of Arts - Education Studies
Middlesex University
London2017
BTEC DMM - Business Studies
Sir George Monoux College
London2013
GCSEs A–C - Multiple Subjects
RushCroft Sports College
London2011
Skills
- Customer Service
- Complaint Resolution
- Escalation Handling
- Contact Centre Operations
- Team Supervision
- FCA Compliance
- Multi-Channel Support
- CRM Systems
- Customer Retention
- Query Investigation
- Aftersales Support
- Coaching & Mentoring
- First Contact Resolution
Accomplishments
- Progressed through five customer service and supervisory roles within Cargiant
- Managed escalated complaints and sensitive customer cases in high-pressure environments
- Supervised and coached frontline contact centre advisors to improve service quality
- Experienced in FCA-regulated customer interaction and complaint handling
- Delivered strong customer satisfaction outcomes across phone, email, web chat, and in-person channels
Timeline
Handover Advisor
Big Motoring World
04.2025 - 05.2026
Collections Advisor
Funding Circle
09.2024 - 03.2025
Contact Centre Supervisor
Cargiant
10.2023 - 09.2024
Motor Accident Executive
Cargiant
01.2023 - 09.2024
Senior Online Sales / Call Centre Advisor
Cargiant
06.2022 - 10.2023
Aftersales Advisor
Cargiant
04.2022 - 06.2022
Call Centre Agent
Cargiant
10.2019 - 04.2022
Quality Assurance Executive
Dixons Carphone
11.2017 - 10.2019
Bachelor of Arts - Education Studies
Middlesex University
BTEC DMM - Business Studies
Sir George Monoux College
GCSEs A–C - Multiple Subjects
RushCroft Sports College