Daniel Farooq
United Kingdom
Summary
I am a motivated and adaptable professional with a strong foundation in communication skills, including written and verbal communication and empathetic interaction. I can demonstrate patience and perseverance in problem solving scenarios. I am career driven always looking for ways to develop new skills by using critical analysis to achieve effective solutions. I'm dedicated for continuous progression and ready to bring a range of transferable skills to drive business performance and growth. I actively seek opportunities to expand my knowledge and contribute meaningfully to the team and business success.
Overview
6
6
years of professional experience
Work history
BBC Retentions management advisor
Capita
Remote
05.2025 - Current
- Handling high volume inbound calls, assisting customers with account queries, cancellations, and renewals while ensuring compliance with BBC licensing regulations.
- Managed over 75 customer calls per day and proactively retaining customers by identifying concerns, offering tailored solutions and clearly communicating the value of continued service.
- Managing sensitive customer information with a high degree of professionalism and in line with GDPR and internal data protection standards.
- Effective communication with team members and management to improve retention strategies and contribute to team performance targets.
Collections Management Advisor
Capita
02.2023 - 05.2025
- I worked on behalf of Capita on the O2 Telecommunications department as a collections management advisor. I was part of a team that served as the first point of contact for customers experiencing difficulties with their phone bill payments and providing tailored support and helping to identify the most appropriate resolution for each customers situation.
- Achieved service time, quality targets and adhering to the company values.
- Managed complaints with calm, clear communication and problem-solving.
- Assessed individual customer circumstances to recommend suitable payment arrangements and resolve financial cases with empathy and professionalism.
Contact Centre Advisor
NHS South East England
08.2022 - 02.2023
- During the Covid period, I was working as part of an NHS Vaccination campaign on behalf of a multinational company called Hinduja Global Solution which provides patients with exceptional health care services. I was on a temporary fixed term contract.
- I was working as part of a team which provides consumers with booking their NHS Covid vaccination Jab and directing them to their local clinic.
- Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
- Collaborated closely with colleagues, fostering a supportive work environment.
Hotel Receptionist
Holiday Inn Hotel
05.2022 - 08.2022
- My role as an admin receptionist was I managed regular booking operations as well as dealing with the client's needs.
- I dealt with the overall service of the hotel and checking that the standard level of service was maintained.
- Welcomed guests warmly when entering hotel, registering arrivals on booking systems.
- Improved customer satisfaction for providing timely assistance during stay.
Drive Through Operative
Costa Coffee
11.2021 - 05.2022
- During my time in Costa Coffee, I oversaw day to day business operations upselling to consumers on a daily basis.
- Maintained a clean and organised workspace, promoting a safe and efficient working environment.
- Followed detailed work instructions and specifications to meet production targets.
- Achieved targets with attention to detail and time management skills.
Cashier supervisor
Workshop Coffee
07.2020 - 11.2021
- I served as a shop supervisor in this branch which was to cover the site managers duties whilst he was managing another branch in the region.
- Maintained high standards of cleanliness and organisation in the workplace.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Reduced workplace conflicts through effective communication and negotiation skills.
Front of house team member
The Village
03.2019 - 07.2020
- I began my formal career in a fast-paced restaurant, catering to up to three hundred customers on a daily basis.
- Due to the surge in demand, I was able to respond to any changes and was able to manage staff overseeing their duties.
- Oversaw the smooth opening and closing of the building.
- Ensured adherence to health and safety regulations; maintained safe workplace conditions.
Education
GCSEs - 9 GCSE's
King's Academy Prospect
A Level - Business, Computer Science, Economics
Theale Green Sixth form
Skills
- Written and verbal communication
- Patience and perseverance
- Reflective thinking
- Critical analysis
- Empathetic communication
- Complaint resolution
- Problem solving
- Communication skills
- Empathy
Timeline
BBC Retentions management advisor
Capita
05.2025 - Current
Collections Management Advisor
Capita
02.2023 - 05.2025
Contact Centre Advisor
NHS South East England
08.2022 - 02.2023
Hotel Receptionist
Holiday Inn Hotel
05.2022 - 08.2022
Drive Through Operative
Costa Coffee
11.2021 - 05.2022
Cashier supervisor
Workshop Coffee
07.2020 - 11.2021
Front of house team member
The Village
03.2019 - 07.2020
GCSEs - 9 GCSE's
King's Academy Prospect
A Level - Business, Computer Science, Economics
Theale Green Sixth form
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