Faisal Ahmad
Bradford ,West Yorkshire
Summary
Detail-focused Operations Professional experienced in managing high-volume workloads and resolving complex cases through effective cross-team coordination. Delivered high compliance and quality scores by leveraging analytical thinking and strong judgement, enabling informed decision-making in fast-paced environments. Seeking to contribute expertise as Scheduler by optimising work allocation and supporting field teams to ensure efficient service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Resolution Advisor (PAYG)
Centrica (British Gas)
Leeds
10.2023 - Current
- Managed 30–40 cases daily, prioritising workloads to ensure timely resolutions and enhance customer experience.
- Handle complex, sensitive and financially vulnerable customer situations with strong judgement and empathy.
- Conduct detailed account reviews to identify root causes and prevent repeat issues.
- Collaborate with internal teams to coordinate actions, improve efficiency, and support ‘right first time’ outcomes.
- Provided clear updates and set expectations to maintain high levels of customer satisfaction.
- Achieved 95%+ quality and compliance scores, demonstrating accuracy and attention to detail.
- Utilised SAP, AWB Ignition and Salesforce to streamline workflows and ensure accurate record-keeping.
Customer Service Advisor
Lloyds Banking Group
Leeds
07.2023 - 10.2023
- Managed 40–60 customer interactions daily, prioritising workloads to maintain service levels in a fast‑paced environment.
- Delivered clear, accurate guidance across banking products, ensuring customers understood processes, timelines, and next steps.
- Maintained 100% compliance with regulatory and internal standards, demonstrating strong attention to detail and risk awareness.
- Identified potential issues early and escalated to prevent service disruption, ensuring uninterrupted service delivery.
- Collaborated with back‑office teams to resolve complex cases, facilitating efficient workflow and timely resolutions.
- Adapted communication style based on customer needs and vulnerability indicators, enhancing customer understanding and satisfaction.
- Used multiple systems simultaneously to update records, verify information, and maintain accurate customer data.
Assistant Manager
Mumtaz Food Ltd
Bradford
01.2017 - 03.2023
- Oversaw daily operations for team of 10–15 staff, coordinating rotas and delegating tasks to ensure efficient workflow.
- Managed high‑pressure service environments, making quick decisions to resolve issues and maintain productivity.
- Monitored performance, identified operational bottlenecks, and implemented improvements to streamline processes.
- Provided regular updates to senior management on staffing, service levels, and operational risks.
- Resolved customer escalations promptly, maintaining service standards and enhancing customer satisfaction.
- Trained new staff in compliance standards and customer-focused culture, fostering positive behaviours and team integration.
- Maintained accurate records, including staffing logs, stock levels, and operational reports.
- Ensured health & safety and food compliance standards were consistently met, demonstrating strong attention to detail.
Customer Support Advisor
Aagrah Group
Leeds
01.2013 - 12.2016
- Delivered first‑contact resolution for high‑volume customer enquiries, ensuring smooth service delivery.
- Communicated clearly with customers, providing updates, managing expectations, and resolving issues efficiently.
- Demonstrated strong problem‑solving skills, often resolving issues independently without escalation.
- Prioritised workloads effectively during peak periods, ensuring consistent service quality for all customer enquiries.
- Maintained accurate records of customer interactions and service issues, facilitating informed operational reporting.
- Identified recurring issues and provided actionable insights to management, contributing to continuous improvement efforts.
- Worked closely with kitchen and management teams to coordinate orders, resolve delays, and maintain customer satisfaction.
Education
Charted management institute
Skills
- Customer support techniques
- Customer relationship management
- Conflict resolution
- Stakeholder communication
- Team collaboration
- Workload management
- Process improvement
- Operational coordination
- Problem-solving
- Decision‑making under pressure
- Accuracy and compliance
- Leadership and process improvement
Languages
English
Proficient
C2
Hindi
Proficient
C2
Urdu
Proficient
C2
Punjabi
Proficient
C2
Certification
- Diploma in Business management and leadership (CMI, Chartered management institute)
Interests
- Cricket
- Football
- Gym
- Holidays
Timeline
Customer Resolution Advisor (PAYG)
Centrica (British Gas)
10.2023 - Current
Customer Service Advisor
Lloyds Banking Group
07.2023 - 10.2023
Assistant Manager
Mumtaz Food Ltd
01.2017 - 03.2023
Customer Support Advisor
Aagrah Group
01.2013 - 12.2016
Charted management institute