Bilkish Shaikh
Bradford
Summary
Over 20 years Contact Centre experience, I am a dedicated and passionate person, customer & people focused with a strong history of delivering excellent Customer Service. My proven ability to identify and address individual, team and company objectives through clear & concise communication, has equipped me with excellent organisation, leadership & interpersonal skills, leading to high quality results. My current position has strengthened my experience in building engaging training & learning material that facilitates continuous improvement, fostering successful performance outcomes through effective coaching, quality checks and call monitoring on an individual basis and as part of a wider team.
Overview
19
19
years of professional experience
Work history
People Advisor (Shared Services) - HR Helpline
Morrisons Supermarkets - Head Office
Bradford
09.2023 - Current
- Generate & develop engaging training materials for inductions, including presentations, handouts and interactive sessions, ensuring content is relevant and catered to a diverse range of learning styles.
- Delivery of training sessions on People Policies, procedures, call handling techniques, with a focus on "ways of working" best practices.
- Facilitate one-to-one coaching sessions, providing guidance and constructive feedback, capturing opportunities through personalised mentoring to help improve soft skills, case handling, written correspondence and complaints handling, encouraging consistency in contributing to increased team NPS score.
- Collaborating with Management, providing detailed reports on quality checks & call monitoring, identifying common trends to address & support performance concerns, ensuring information & learning plans are captured & documented accurately.
- Oversee weekend management responsibilities within HR Helpline Team, focusing on task delegations, complaint escalations, team support, and encouraging productivity and positivity.
- Manage calls from existing and former colleagues while addressing queries through emails, chats, and social media platforms, providing direction to relevant resources and guidance around People Policies, problem solving comlaints, liasing with internal departments to find "first call" resolution.
- Prepare employee digital documents reports including contracts, payslips, DBS checks and references with diligence.
Contact Centre Trainer
Morrisons PLC Head Office
Bradford
10.2022 - 08.2023
- Reviewed recruitment policies/process to determine efficacy of selection techniques and recruitment.
- Interviewed potential candidates, taking accurate notes to determine suitability for available positions.
- Assessed & helped build training materials and structure in order to enhance Contact Centre induction programme & achieved 100% success rate from introduction of new training materials.
- Set up and maintained virtual training via Teams/Google Meet, enabling accessible learning resources for employees and Management Team.
- Monitored & documented Agent quality checks via excel spreadsheets and internal company systems, allowing successful delivery of feedback and coaching to improve skill sets, within target led time frame.
- Sensitive matters dealt with discretion and immediately escalated high level issues to upper management for remediation and resolution.
Customer Service Advisor / SME
Morrisons Head Office
Bradford
03.2020 - 10.2022
- Diligent handling of 50/55 customer calls a day, in a polite & courteous manner
- Placing & completing Customer orders via phone
- Managing customer expectations by taking ownership of queries and complaints
- Accurately logging and updating customer data
- Communicating effectively with other departments in delivering feedback to improve customer product and experience
- Responding to emails in an efficient & timely manner
- Led high-quality refresher workshops and coaching to deliver relevant, fresh content for Online existing employees and new recruits.
Customer Relationship Manager
Loop Contact Centre, Yorkshire Water
Bradford
09.2018 - 03.2020
- Established effective communication across all inbound and outbound calls
- Delivering Excellent Customer Service with “Right First Time” approach
- Maintained and produced accurate bills
- Excellent record keeping and data entry
- Provided exceptional written and oral communication via emails and written correspondence, adhering to business and OFWAT standards
- Resolved complaints/queries quickly and effectively to company and customer satisfaction, achieving 100% quality results at all times.
- Identifying vulnerable customers, providing appropriate help and support, sign posting them to company recommended external resources, where applicable.
Team Manager
Santander UK
Bradford
04.2009 - 12.2013
- Managed Mortgage Department in Bradford for Telephone Distribution
- Responsible for delivering Excellent Customer Service through experienced & motivated telephony-based team
- Trained, coached & mentored new starters and existing employees to improve performance/productivity through delivery of company KPI's
- Responsible for communicating & delivering service standards (Admin, Underwriting & Service Calls) to Senior Leadership Team
- Efficient & proactive handling of written, email & telephone complaints as per company and FSA regulations.
- Enhanced team productivity by implementing effective project management strategies.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
Mortgage Enquiry Consultant / SME
Santander UK
Bradford
01.2007 - 03.2009
- Examine, evaluate and process loan/mortgage applications
- Achieved 110% sales targets consistently by actively promoting products & services
- Handled telephone enquiries/complaints, took messages, transferred calls to appropriate individuals and departments
- Delivered Excellent Customer Care, winning employee of the month regularly
- Trained staff in all areas of sales, company software, business ethics & customer care successfully
- Identifying opportunities to promote and upsell products and services
Education
CACHE Level 1 - Nursery
Bradford College
BradfordNVQ Level 2 - BTEC - Business Administration
Bradford & Ilkley College
BradfordGCSEs -
Eccleshill Upper School
BradfordRSA Word Processing Certificate -
Eccleshill Upper School
BradfordSkills
- Training and development
- Management skills
- Recruitment and resource planning
- Active listening and communication
- Microsoft Office proficiency
- Customer service excellence
- Troubleshooting and problem solving
- Team collaboration
- Ability to work under pressure
References
References are available on request
Timeline
People Advisor (Shared Services) - HR Helpline
Morrisons Supermarkets - Head Office
09.2023 - Current
Contact Centre Trainer
Morrisons PLC Head Office
10.2022 - 08.2023
Customer Service Advisor / SME
Morrisons Head Office
03.2020 - 10.2022
Customer Relationship Manager
Loop Contact Centre, Yorkshire Water
09.2018 - 03.2020
Team Manager
Santander UK
04.2009 - 12.2013
Mortgage Enquiry Consultant / SME
Santander UK
01.2007 - 03.2009
CACHE Level 1 - Nursery
Bradford College
NVQ Level 2 - BTEC - Business Administration
Bradford & Ilkley College
GCSEs -
Eccleshill Upper School
RSA Word Processing Certificate -
Eccleshill Upper School