Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Work Availability
Timeline
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Farouq Ahmed Farouq

Farouq Ahmed Farouq

Summary

Results-driven Operations and Performance Analyst with a background in fleet analysis and customer financial advising in the car financing sector, combined with expertise as a customer resolution agent in the energy industry. Equipped with a Master's of Science in Business Analytics, skilled in extracting actionable insights from complex data sets to inform strategic decisions. Aiming to leverage a diverse skill set to drive operational efficiency and deliver impactful solutions as a dedicated member of your data analyst team.

Overview

4
4
years of professional experience

Work History

Customer Resolution Agent

Centrica Group - British Gas
Edinburgh
07.2023 - Current


  • Managed PAYG customer account issues promptly and Maintained accurate records of customer interactions.
  • Demonstrated expertise in PAYGE systems and technologies, assisting with meter installations and troubleshooting technical issues.
  • Explained meter functionalities to customers to enhance their understanding.
  • Assisted customers in topping up their meters, explaining payment options, and ensuring uninterrupted energy supply.
  • Stayed updated with energy industry regulations to ensure compliance with legal and industry standards.
  • Provided exceptional customer support by promptly responding to inquiries and resolving complaints.
  • Offered guidance on energy-saving practices to customers.
  • Collaborated with Sales, Marketing, and Billing departments to ensure a seamless customer experience.
  • Resolved complex customer issues through inter-departmental cooperation.
  • Ensured data integrity and compliance with company policies.

Customer Collection Advisor

Firstsource - Lloyds Banking Group
Edinburgh
09.2022 - 06.2023
  • Specialized advisor for clients with finance agreements on motor vehicles, motor homes, and static caravans.
  • Mainly handles inbound calls from customers facing financial difficulties and customizes solutions for each customer based on their circumstances.
  • Sets accurate installment plans for outstanding payments or arrears.
  • Explores long-term options like external credit options and returns under internal processes or the Consumer Rights Act for clients in more significant financial difficulties.
  • Expertise in handling accounts for customers with vulnerabilities or support needs.
  • Handles 10-30 calls per day, with call durations varying from 10 minutes to over an hour based on client needs.
  • Assists in training and upskilling new staff through side-by-side call listening and floor walking when necessary.

Fleet Utilization Analyst

C & I Leasing Plc
Nigeria
09.2019 - 07.2021
  • Regularly generate quality reports, including fleet utilization and drivers' monthly bonus.
  • Track and generate reports from the fleet management telematics system.
  • Identify idle/sold vehicles not for the Hertz unit.
  • Daily monitoring of global (Hertz) fleet utilization, ensuring contract and reservation bookings are closed and aligned correctly.
  • Review performance benchmarks and establish metrics for future tracking.
  • Prototype, update, and test advanced analytical models (descriptive, diagnostic, predictive, and prescriptive).
  • Develop and maintain optimization models for various portfolio positions, focusing on lead generation and growth opportunities.
  • Review files, records, and historic data to gather necessary business information for development requests.
  • Improve employee engagement through training classes, personal meetings, and special workshops.
  • Set up dashboards and analyze datasets using Power BI and Mixed Panel.

Education

Master of Science, Business Analytics -

University Of Stirling

Bachelor of Technology, Operations Research - undefined

Moddibo Adama University of Technology

Skills

  • Microsoft software ( Ms Word, Ms Excel, Ms point, etc)
  • Power Bi
  • Reporting Skill
  • Data Analysis
  • Data Modeling
  • Data Entry
  • Data Processing
  • Numerical Skills
  • Customer service
  • Team building
  • Problem-solving
  • Managing Fleet Vehicles

Accomplishments

  • Chartered Institute of Management Nigeria
  • Association of project Management
  • Customer Service foundations
  • Customer service: problem solving and troubleshooting
  • Excel essential training 365
  • Excel: Pivot Tables for Beginners
  • Learning Power BI Desktop
  • Power BI Data modelling with DAX
  • Power Bi: Dashboard for Beginners

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Resolution Agent

Centrica Group - British Gas
07.2023 - Current

Customer Collection Advisor

Firstsource - Lloyds Banking Group
09.2022 - 06.2023

Fleet Utilization Analyst

C & I Leasing Plc
09.2019 - 07.2021

Master of Science, Business Analytics -

University Of Stirling

Bachelor of Technology, Operations Research - undefined

Moddibo Adama University of Technology

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Farouq Ahmed Farouq