Evin Gherami
Manchester,United Kingdom
Summary
Customer-focused professional skilled in bereavement support, complaint resolution, and engagement. Leverages CRM software and Intercom to enhance relationship management and boost customer loyalty. Proficient in Microsoft Office, problem-solving, and team collaboration, with strong capabilities in social media and account management. Seeks to apply expertise to drive success in customer relations.
Overview
13
13
years of professional experience
Work history
Customer Service Associate (Bereavement Services Team)
Nationwide Building Society
Manchester, United Kingdom
2026.04 - 2026.06
- Provide compassionate and professional support to bereaved customers, guiding them through the process of managing the accounts of deceased individuals.
- Handle sensitive documents such as death certificates, wills, and grant of probate with confidentiality and accuracy.
- Communicate empathetically with next of kin, solicitors, and third parties to ensure a smooth transition or closure of accounts in line with legal and regulatory requirements.
- Maintain compliance with FCA regulations and GDPR while using internal systems to update records and track progress on bereavement cases.
- Collaborate with internal departments to resolve complex queries and escalate unique cases appropriately.
- Continuously support process improvements by providing feedback and identifying ways to enhance the customer experience during emotionally difficult times.
Customer Service Associate (Bereavement Services Team)
Virgin Money
Manchester, United Kingdom
2024.10 - 2026.03
- Guided families with compassion through account closures, number disconnections, and ownership transfers, ensuring a smooth and respectful experience during challenging times.
- Resolved grief-related customer issues promptly, adhering to policies and procedures, and achieving high first-call resolution rates.
- Handled sensitive documents such as death certificates, wills, and grant of probate with confidentiality and accuracy.
- Communicated empathetically with next of kin, solicitors, and third parties to ensure a smooth transition or closure of accounts in line with legal and regulatory requirements.
- Maintained compliance with FCA regulations and GDPR while using internal systems to update records and track progress on bereavement cases, ensuring data security and adherence to company standards.
- Collaborated with internal departments to resolve complex queries and escalate unique cases appropriately.
- Remote
Account Manager/Escalated Complaints Specialist
Concentrix
Manchester, United Kingdom
2023.04 - 2024.10
- Achieved a 95% complaint resolution rate within 24 hours, reducing overall resolution time by 30% through strategic process enhancements that significantly improved service efficiency.
- Maintained consistently high customer satisfaction by resolving complex complaints via phone and email, earning multiple customer commendations for professionalism and empathy.
- Delivered tailored Vodafone solutions that aligned with each customer's needs and expectations, strengthening trust and contributing to long-term client satisfaction.
- Remote
Customer Success Executive
Smart Insights
Leeds, United Kingdom
2022.09 - 2023.02
- Utilized a strategic follow-up process to enhance customer engagement and minimize late payments for business memberships.
- Generated new leads through consistent outreach, exceeding KPIs and significantly contributing to revenue growth.
- Collaborated with marketing to develop innovative strategies that increased customer engagement and supported business expansion.
- Utilized CRM systems to optimize sales and marketing efforts, ensuring data-driven decision-making and enhancing campaign effectiveness.
Business Development and Marketing Manager
TRP
Manchester, United Kingdom
2022.03 - 2022.06
- Cultivated robust relationships with C-suite clients, building trust and creating profitable business opportunities.
- Spearheaded initiatives that grew the global customer base by 25%, showcasing a deep understanding of market demands.
- Leveraged CRM platforms such as Salesforce and LinkedIn to identify high-potential leads and secure successful meetings.
- Implemented innovative social media strategies to elevate corporate visibility and attract new customers.
- Contract
English Teacher
Dadabc
, China
2017.09 - 2021.12
- Fostered a love of learning in students (grades 1-5) through creative lesson plans, interactive activities, and personalized support, ensuring their academic success.
- Mastered technology integration, utilizing interactive whiteboards and online resources to enhance the learning experience and accommodate diverse learning styles.
- Developed customized lesson plans tailored to individual student needs, creating a nurturing and inclusive classroom environment.
- Brought the magic of language to life with engaging teaching methods, sparking curiosity and instilling a lifelong passion for learning in young minds.
- Remote
Content Specialist
ICUC
, Canada
2020.08 - 2021.07
- Provided new hires with the ability to become ambassadors of the brand by managing interactions, moderating content, and identifying potential issues while maintaining a consistent brand voice.
- Cultivated thriving online communities by strategically developing and executing social media campaigns across platforms including Facebook, Twitter, and Instagram.
- Leveraged social media analytics to create compelling narratives, track performance, and optimize content for maximum impact.
- Streamlined social media workflows by scheduling engaging content using tools like Hootsuite, ensuring consistent brand visibility and engagement.
Business Development Specialist
Voices.com
London, Ontario
2014.12 - 2015.09
- Guided leading brands to find the perfect creative talent for their projects, having successfully matched tens of thousands of marketers, producers, and directors with their dream teams.
- Boosted B2B leads by 30% through strategic paid advertising campaigns on LinkedIn, ensuring a steady pipeline of qualified prospects.
- Utilized outbound calling and LinkedIn expertise to schedule meetings for Account Managers, paving the way for new partnerships and business growth.
- Contributed to the development and execution of impactful marketing campaigns, maximizing brand awareness and lead generation.
Inbound Customer Service Representative
Bradford Exchange Checks
London, Ontario
2013.01 - 2014.11
- Cultivated a high-performing team by coaching and training new representatives, accelerating their success through innovative techniques and support.
- Consistently exceeded sales goals by building trust with customers, identifying their needs, and delivering personalized solutions.
- Acted as a customer advocate, expertly managing a high volume of inquiries (50 calls daily) and resolving issues promptly to ensure satisfaction and foster loyalty.
- Demonstrated exceptional skills in resolving customer concerns, efficiently addressing issues to create positive experiences and build long-term relationships.
Education
Associates Degree - Business Marketing
Fanshawe College
London, ONSkills
- Bereavement support
- Complaint resolution
- Customer engagement
- Relationship management
- Customer loyalty and retention
- CRM software proficiency
- Intercom expertise
- Microsoft Office suite
- Problem-solving skills
- Attention to detail
- Multitasking ability
- Team collaboration
- Communication skills
- Empathy and emotional intelligence
- Social media management
- Account management
LANGUAGES
English: Native
Fluent
Kurdish: Fluent
Upper intermediate
Persian: Fluent
Advanced
Timeline
Customer Service Associate (Bereavement Services Team)
Nationwide Building Society
2026.04 - 2026.06
Customer Service Associate (Bereavement Services Team)
Virgin Money
2024.10 - 2026.03
Account Manager/Escalated Complaints Specialist
Concentrix
2023.04 - 2024.10
Customer Success Executive
Smart Insights
2022.09 - 2023.02
Business Development and Marketing Manager
TRP
2022.03 - 2022.06
Content Specialist
ICUC
2020.08 - 2021.07
English Teacher
Dadabc
2017.09 - 2021.12
Business Development Specialist
Voices.com
2014.12 - 2015.09
Inbound Customer Service Representative
Bradford Exchange Checks
2013.01 - 2014.11
Associates Degree - Business Marketing
Fanshawe College