Hanad Mahmed
Manchester,Manchester
Summary
Dedicated and customer-focused professional with a strong commitment to delivering exceptional service. Demonstrates excellent communication, organisational, and numerical skills, coupled with the ability to work effectively as part of a team or independently. Skilled in managing workloads efficiently, meeting deadlines, and maintaining a calm and diplomatic approach when addressing challenging situations. Flexible, reliable, and eager to embrace new opportunities, including relocation if required.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
Youth development program coordinator
Positive youth foundation
2017.01 - 2017.01
- Help communicate with people and youths
- Lead sports sessions and take charge
- Help plan and organise sessions
- Responsible for youth's health and safety and equipment
- Being a mentor for younger kids
- Designed age-appropriate activities that align with program goals, supporting young people's development effectively.
- Collaborated with local schools to integrate our programmes into their curriculum.
- Provided mentorship and guidance to participants in the programme, promoting personal growth and leadership skills.
Call centre agent
Rac Motoring Services
manchester, Manchester
2022.12 - Current
- Built long-term client relationships through exceptional customer service skills.
- Assisted in training new staff members, fostering supportive work environment.
- Streamlined communication with customers to understand needs better.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Managed high volume of inbound calls, ensuring swift response times.
- Handled customer queries focused on first-call resolution.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Answered multiple customer queries daily via inbound calls, emails and live chats.
- Made multiple outbound calls to businesses and individuals daily.
- Facilitated positive customer experiences with attentive service.
- Fast paced handling 80 to 100 calls daily in Fast face environment
Call centre agent
Sitel UK
Coventry, Coventry
2022.07 - 2022.10
- Conducted market research surveys over the phone to gather valuable consumer insights.
- Improved team productivity through effective collaboration and teamwork.
- Increased client trust by providing accurate product information.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Handled customer queries focused on first-call resolution.
- Acted as first point of contact for customer issues and queries.
NCS
NCS (National citizen service)
Coventry
2017.07 - 2017.08
- Meeting new people and interacting with them by competing in challenges
- Going out of the comfortable zone to experience new adventures
- Learning and helping out local charities programs
- Leading presentations and forwarding points, ideas and problems across to local communities
- Managing presentations to local business, council and community people
- Inspire others of my journey during NCS 4-week adventure
- This is also an unforgettable experience which builds confidence and independence
- Skills that I have learnt:
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Worked flexible hours, covering nights, weekends and bank holidays.
Education
GCSEs -
Barrshill school
Coventry 2012.01 - 2017.01
A-Levels -
Barrshill school 6th form
Coventry 2018.01 - 2019.01
engineering
CU Coventry University
2019.01 - 2020.01
engineering
De Montfort university
2020.01 - 2021.01
Skills
- A genuine interest in helping customers
- Excellent communication skills
- The ability to work as part of a team
- A polite, thoughtful and friendly attitude
- Strong numerical and IT skills
- Able to hit deadlines and achieve at my fullest ability
- Excellent communicator with the ability to converse with others on all levels
- Able to remain diplomatic and calm when dealing with difficult customers
- Excellent organisational skills, able to prioritise workload to meet demand
- Able to learn new skills quickly and easily
- Flexible regarding the type and times of work I am prepared to do
- Reliable and trustworthy, can be counted on to get the job done
- Most importantly willing to relocate if the opportunity opens up
References
References available upon request.
REFERENCES
Available upon request
Previous jobs
- Sitel call centre
INTERESTS
an active dedicated team player with an extensive background in competitive club and school sports. my experience in high-level competition has instilled a strong understanding of collaboration and collective effort as the primary drivers of successes. i am committed to maintaining a heathy and disciplined lifestyle. brining the same energy, resilience, and teamwork found on the pitch into a professional environment.
Timeline
Call centre agent
Rac Motoring Services
2022.12 - Current
Call centre agent
Sitel UK
2022.07 - 2022.10
engineering
De Montfort university
2020.01 - 2021.01
engineering
CU Coventry University
2019.01 - 2020.01
A-Levels -
Barrshill school 6th form
2018.01 - 2019.01
NCS
NCS (National citizen service)
2017.07 - 2017.08
Youth development program coordinator
Positive youth foundation
2017.01 - 2017.01
GCSEs -
Barrshill school
2012.01 - 2017.01