Hamzah Issak
Leicester
Summary
Experienced customer-facing professional with focus on management and team leadership. Capable of driving projects to successful completion through strategic planning and strong interpersonal skills - this is believed to reflect in history of work experience with a proven track record demonstrating project management, and customer relations. Resourceful individual thriving with a motivational approach, now eager to transition into managerial role.
Overview
14
14
years of professional experience
Work history
Water Specialist
Severn Trent Water
Leicester
09.2024 - 12.2025
- Deliver exceptional customer service, efficiently resolving queries and providing realistic timeframes for additional work.
- Prioritise workload to meet company standards and KPIs, managing calls and back office tasks effectively.
- Train team leaders to eliminate single points of failure during absences, ensuring all members were proficient in back office tasks.
- Conduct weekly meetings to update teams on new business processes and celebrate achievements.
- Facilitate three-week training sessions for new starters, supporting Learning and Development initiatives while gaining experience.
- Execute quality assurance through call monitoring, ensuring compliance with consumer duty regulations and providing feedback for performance improvement.
- Implemented project management strategies to enhance operational effectiveness.
- Handle live escalations from customers, resolving complaints when agents could not address issues.
Accounts manager
HSBC Bank
Leicester
01.2016 - 09.2018
- Liaised with senior management on new trainee progression.
- Ensured compliance with FCA regulations for all candidates.
- Conducted skills and service quality checks to uphold standards.
- Presented team updates, including a session at Hastings Direct on financial health checks to a group of 15.
- Opened bank accounts for new customers while adhering to account opening regulations.
- Facilitated personal loans, credit cards, and overdrafts through thorough financial assessments.
Section Manager
Waitrose
Leicester
06.2012 - 01.2018
- Organised training sessions for staff to promote adherence to health and safety regulations.
- Set team KPIs to meet section and store sales targets.
- Managed conflicts efficiently, to maintain harmonious workplace environment.
- Coordinated with various departments to ensure seamless communication and collaboration on projects.
- Oversaw scheduling and task assignments to ensure timely completion of operational objectives.
- Strengthened team performance by implementing effective management strategies which saw an increase in sales by 5% on seasonal occasions.
Customer Service Webchat
British Gas
Leicester
08.2018 - 11.2021
- Completed level 2 customer service apprenticeship while addressing customer queries efficiently.
- Collaborated with team members to streamline webchat processes for improved efficiency.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate assistance.
- Successfully delivered on tasks within tight deadlines.
- Participates in team meetings sharing best practices for improving service delivery.
- Managed multiple contact channels simultaneously, including telephone, email and webchat.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Education
GCSEs -
Moat Community College
Leicester /2003 - /2008
Skills
- Data-driven decision making
- Performance coaching
- Customer service excellence
- Time management expertise
- Team-management
- Strong IT literacy
- Training and Development
- Quality focus
- Complaint management
Additional qualifications
Level 3 IT Systems
RSPH Level 2 in Health Improvement
Level 2 Warehousing and storage Principles
Level 2 Employability Skills, Health and Safety in work place
Level 3 Mentoring & Coaching
Level 2 Peer Mentoring
Level 2 Protection & Safeguarding
Level 2 Aspergers Syndrome Awareness
Level 1&2 Dyspraxia Awareness
Level 1 Dyslexia Awareness
Level 2 ADHD Awareness
References
References available upon request.
Timeline
Water Specialist
Severn Trent Water
09.2024 - 12.2025
Customer Service Webchat
British Gas
08.2018 - 11.2021
Accounts manager
HSBC Bank
01.2016 - 09.2018
Section Manager
Waitrose
06.2012 - 01.2018
GCSEs -
Moat Community College
/2003 - /2008