Summary
Overview
Work history
Education
Skills
Custom
Affiliations
Accomplishments
Certification
Languages
Timeline
Generic

HAMEED UR REHMAN

Cardiff

Summary

Dynamic and innovative professional with a proven track record in mastering time management and optimising processes. Demonstrates exceptional interpersonal skills and effective communication, both verbal and written, to enhance team collaboration and drive sales success. Adept at handling empathy, multitasking efficiently, and maintaining resilience under pressure, ensuring proactive solutions to complex problems. Committed to leveraging administrative skills and a proactive attitude towards achieving organisational goals while fostering creativity and adaptability in challenging environments.

Overview

28
28
years of professional experience
2008
2008
years of post-secondary education
1
1
Certification

Work history

Customer Service Advisor /Admin

Morgan Hunt / Ofgem
01.2025
  • Dealing with high volume of data and applications received from non domestic Ofgem customers and checking eligibility for the green energy grants.
  • Making risk based decisions and making sure %100 QC clearance for all cases processed.
  • Hitting and exceeding daily personal and team productivity targets whilst maintaining %100 QC results by using my excellent analytical skills and my ability to hit and exceed targets regularly.
  • Working on own initiative but also collaborating with team members to make sure oldest cases are dealt with first so that the team productivity targets are met and also helping my colleagues in the team.
  • Volunteered to help and support new starter colleagues.
  • Dealing with any customer queries received via emails and resolving any customer complaints at first point of contact by using my excellent problem solving and communication skills.
  • Served as the first point of contact for customers, delivering excellent customer service via phone, email, and live chat.
  • Addressed customer enquiries, concerns, and complaints, providing effective solutions in a timely and professional manner.
  • Handled customer complaints, ensuring resolution and customer satisfaction.
  • Utilised live chat systems or similar platforms to assist customers and manage queries efficiently.
  • Maintained a professional telephone manner and communicate effectively with customers, both in writing and verbally.
  • Ensured customer satisfaction by going above and beyond to meet their needs and deliver exceptional service.
  • Proficiently used Microsoft Excel, Word, and the internet to support customer service tasks.

Customer Service Advisor

Animal and Plant Health Agency
01.2023 - 01.2025
  • Dealing with high volumes of inbound calls and resolving any customer complaints at first point of contact.
  • Quickly learn new tasks to help other teams complete their work with in the given time scales.
  • Making outbound calls in between inbound calls to respond to any email queries received from the customer.
  • Helping and training new colleagues.
  • Worked with Poultry team and help them completing over 30000 poultry registrations within a month using my ability to work in a fast-paced environment and hit targets regularly and I received a STaR award of £100 for this achievement.

Admin Officer Customer Service

Brook Street / Animal and Plant Health Agency
01.2022 - 01.2023
  • Dealing with general administration tasks like dealing with Customer queries via telephone, email or post.
  • Sorting out post. Mailing post for different departments.
  • Taking minutes for any meetings.
  • Helping new colleagues with onboarding and training.
  • Helping team leaders by making calls and resolving any customer complaints using my excellent communication and problem-solving skills.
  • Dealing with any customer queries received via emails and resolving any customer complaints at first point of contact by using my excellent problem solving and communication skills.
  • Served as the first point of contact for customers, delivering excellent customer service via phone, email, and live chat.
  • Addressed customer enquiries, concerns, and complaints, providing effective solutions in a timely and professional manner.
  • Handled customer complaints, ensuring resolution and customer satisfaction.
  • Utilised live chat systems or similar platforms to assist customers and manage queries efficiently.
  • Maintained a professional telephone manner and communicate effectively with customers, both in writing and verbally.
  • Ensured customer satisfaction by going above and beyond to meet their needs and deliver exceptional service.
  • Proficiently used Microsoft Excel, Word, and the internet to support customer service tasks.

Financial Security / Compliance Analyst

Red Recruitment/Opel Vauxhall Finance
01.2019 - 01.2022
  • Company Overview: (Temporary Contract)
  • Analysing automated Suspicious Activity Monitoring alerts in order to identify any unusual transactions or potential money laundering/terrorist financing activity.
  • Analysing automated PEP/Sanctions alerts in order to identify true matches.
  • Making risk based decisions.
  • Managing workload in an efficient manner to ensure the SLAs are met.
  • Supporting the KYC Operations team with the implementation of new projects and processes.
  • Performing Quality Assurance checks on KYC Operations team activities.
  • To ensure ongoing adherence to all relevant compliance regulations.
  • (Temporary Contract)
  • Trained quickly to be able to work the KYC alerts by using both Bridger and e SAM systems and did the most amount of e SAM alerts in November by putting extra effort and taking the ownership and as a result of my hard work along with my colleagues we managed to clear the backlog by middle of November 2019 way before the estimated time.
  • Worked together with my colleagues to absorb additional work when another colleague who was involved in a project thus making sure we were on top of our work load and that my colleague had all the time needed to deliver this project.
  • Helped and train new colleagues on Bridger and then e SAM alerts.
  • Received training on GDPR, fraud and risk, anti money laundering, KYC and compliance.
  • Worked hard to make sure that we are fully up to date with our work load and all the work is done with in the given time scales.
  • Involved in piloting a new QA process which included providing feedback to my colleagues in a positive and constructive manner.
  • Identified various issues affecting the team’s ability to work alerts effectively.

Customer Service Advisor

Barclays Partner Finance
01.2008 - 01.2019
  • Dealt with high volume inbound and outbound customer queries via email, phone and post, displaying exceptional communication skills with the ability to build a good rapport with customers ensuring they felt valued and satisfied with the resolution offered.
  • Effectively overcame and dealt with objections in a positive and empathetic manner.
  • Conducted appropriate investigations in order to assist customers in a range of financial enquiries including settlement figures, PPI DSAR information, interest and loan questions, always ensuring that the customer fully understood the information provided.
  • Maintained concise and detailed notes and records in line with regulatory requirements to ensure that the best customer experience and KYC was maintained and assisted colleagues across the business.
  • Received ‘Best Customer Feedback’ in January 2019 in recognition of delivering exceptional service and surpassing customer expectations.
  • Awarded ‘Barclays Employee of the Month’ on 12 separate occasions in recognition of 'going above and beyond normal duties'. Instances included displaying a flexible collaborative manner to assist other departments whilst completing own role and continuously exceeding targets.

Customer Services Advisor

Conduit UK
01.2001 - 01.2008
  • High volume inbound queries via phone, email and post offering help with a range of queries including PPI, Loans, Credit Agreements and Data Subject Access requests from Customers and Third Parties including Solicitors the Police.
  • Researching information and analysing data.
  • Deputised for Team Leader on outbound calls due to knowledge base and ability to effectively handle and resolve challenging complaints.
  • Collaborated and helped the local compliance team by providing them the information required i.e. calling customers and asking them regarding certain unusual / over payments received apart from the normal monthly Direct Payments.
  • Trained and worked with the complaints team to help get rid off of the backlog by quickly and efficiently dealing and handling customer complaints and was nominated employee of the month by the complaints team leader.

Office Assistant/Trainee Manager

Kitchen’s Direct
01.1997 - 01.2001
  • Utilised strong administration skills with the ability to carry out a diverse range of duties including data entry, filing, scanning, across-departments stationary orders and invoice inspection from suppliers.
  • Displayed exceptional time management skills, planning workloads to ensure that both personal and team targets achieved whilst ensuring that customer queries and complaints were dealt with in order of priority and importance.
  • Hitting and exceeding targets constantly in this role and received Employee of the year award in January 2001 for going above and beyond the call duty by not only doing my day to day job but also covering the office manager for 6 months after he had to go on sick leave due an accident.

Education

CeMap -

University of East London

BSc - Chemistry, mathematics and geography

University of Punjab Pakistan

3 A’ Levels - Mathematics, Chemistry and Physics

Skills

  • Time management mastery
  • Empathy handling
  • Multitasking efficiency
  • Telephone etiquettes
  • Innovation and creativity
  • Time optimisation
  • Resilience and adaptability
  • Proactive attitude
  • Endurance under pressure
  • Effective communication skills
  • Verbal and written communication skills
  • Administrative skills
  • Problem solving skills
  • Exceptional interpersonal skills
  • Team Player
  • Excellent sales skills

Custom

  • GDPR
  • DSAR Training including PPI DSAR
  • Effective Communication
  • Objection Handling
  • Fraud and Risk
  • Anti Money Laundering
  • Problem Solving and Attention to details
  • Office administration
  • Microsoft office
  • KYC and Compliance Training
  • Customer Service training
  • Complaint Handling Training

Affiliations

  • I play cricket and Football
  • I like cooking and gardening

Accomplishments

    I received Shaws award with £100 voucher for taking ownership of a new project and delivering the project well with in time scales and saving the business %30 revenue and also increasing customer satisfaction results by %15 with Animal and Plants Health Agency.

    I received Employee Star award with Barclays for Covering my team leader and absorbing extra work without affecting my day to day work and increasing call centre service level by %40 and saving business %10 revenue by introducing scanning and work flow AI based system to cut the number of admin employees needed.

Certification

I received Mortgage advice and practice certificate from University of East London whilst working with Barclays Bank.

Languages

English
Fluent
Hindi
Advanced
Urdu
Fluent
Punjabi
Fluent

Timeline

Customer Service Advisor /Admin

Morgan Hunt / Ofgem
01.2025

Customer Service Advisor

Animal and Plant Health Agency
01.2023 - 01.2025

Admin Officer Customer Service

Brook Street / Animal and Plant Health Agency
01.2022 - 01.2023

Financial Security / Compliance Analyst

Red Recruitment/Opel Vauxhall Finance
01.2019 - 01.2022

Customer Service Advisor

Barclays Partner Finance
01.2008 - 01.2019

Customer Services Advisor

Conduit UK
01.2001 - 01.2008

Office Assistant/Trainee Manager

Kitchen’s Direct
01.1997 - 01.2001

BSc - Chemistry, mathematics and geography

University of Punjab Pakistan

3 A’ Levels - Mathematics, Chemistry and Physics

CeMap -

University of East London

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HAMEED UR REHMAN