Haroon Khokhar
Manchester,UK
Summary
Dynamic professional with a solid background in customer service and sales, showcasing strong public speaking and communication abilities. Proven skills in team collaboration, problem solving, and sales negotiation, ensuring efficient administrative support and effective time management. Committed to upholding integrity and ethics while adhering to data protection and health and safety standards. Bilingual capabilities facilitate communication in diverse environments, supporting advancement in customer-focused roles.
Overview
30
30
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Service Advisor
Four Brothers Real Estate Developers
Lahore
02.2019 - 10.2025
- My day-to-day task was to negotiate between buyer and sellers.
- Work with professionals like surveyors, solicitors and conveyancers.
- Organise property viewing appointments, maintenance and cleaning to make sure the buying, selling and letting process meets legal requirements.
- Assisted estate agents negotiations with prospective clients for optimal outcomes.
- Monitored property market trends to accurately anticipate and meet customer demands.
- Acquired signed tenancy and license agreements within target time frame.
- Maintained and updated database of properties available for sale or rent, providing accurate information to clients instantly.
- Installed for sale signs on property site to raise awareness and property availability in the area.
- My duties also included to answer inbound or to make outbound calls, emails etc to deal with customer enquires/complaints.
Customer Service Advisor
British Gas
Old Trafford, Manchester
06.2006 - 01.2019
- Resolved customer issues through inbound and outbound calls.
- Helping customer to setup or close their energy accounts when moving home.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Recorded customer communications to maintain proper documentation.
- Listened actively to offer accurate information and best solution to their needs.
- I have Managed high-volume customer queries simultaneously through effective multitasking.
- I have Managed email queries effectively
- I was handling customer complaints by taking ownership from start to finish in accordance to the complaints handling policy.
- My other duties included to sell gas boiler/central heating products and kitchen appliances which also included gas central heating/kitchen appliances/plumbing and drains breakdown cover to the eligible customers
- I was also responsible to take customer debit/credit card payments on the telephone
- Designed training programmes for enhanced team performance.
- Guided customers through troubleshooting process with patience and clarity.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Streamlined responses to emails, improved response time significantly.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Participated in conflict resolution sessions for better team cooperation.
- Strengthened client relationships with clear communication and problem-solving skills.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Provided detailed information about products and services to potential customers.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Handled high volume of calls daily for faster issue resolution.
- Monitored team's adherence to company policies, promoted a collaborative work environment.
- Assisted customers in product selection to boost sales.
- Built rapport with clients through empathetic handling of concerns.
- Managed complex customer issues to successful resolution.
- Enhanced brand loyalty, provided excellent service at all times.
- Conducted regular meetings with staff, boosted morale and productivity levels.
- Resolved pressing customer issues, ensured repeat business.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Transferred customer calls to respective department or personnel to address specific issues.
- Adhered strictly to policies and procedures for continued company compliance.
- Participated in staff meetings to discuss new developments.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Tracked orders and processed refunds for new and existing customers.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Processed inbound customer calls, providing information on service or product upgrades
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Improved customer satisfaction ratings through responsive query resolution.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
Customer Service Advisor
Royal Mail Group Plc
Barnsley
01.2000 - 05.2006
- Performed a number of duties which includes taking inbound and outbound calls.
- Taking customer orders/enquiries and debit/credit card payments on the telephone.
- Tracking customer parcels.
- Handling customer complaints.
Secretary to the Chief Executive Officer
Sharif Medical City Hospital
Lahore
01.1996 - 09.1999
- I performed a number of duties in the Chief Executive's office, which included typing, mailing, filing, photocopying, faxing, dealing with the general public, making appointments and answering the telephone
- This included dealing with clients on an international basis
- Screened and directed incoming phone calls and distributed correspondence effectively.
- Facilitated efficient communication by managing correspondence via post and email.
- Received requests for meetings and appointments, updated calendar and organised spaces and materials.
Education
Bachelor of Commerce - Accounting
University of the Punjab
Lahore, Pakistan 09.1991 - 09.1995
Skills
- Customer service and sales
- Public speaking and communication
- Team collaboration
- Problem solving
- Cash handling
- Data protection
- Health and safety compliance
- Integrity and ethics
- Adaptability
- Sales negotiation
- Computer literacy
- Administrative support
- Time management
- Bilingual or multilingual
Certification
- I have achieved following certificates and qualifications
- 1- Highfield Level-1 Award in Contact Centre Operations 2025-12
- 2- Highfield Level-2 Certificate in Team Leading Principles
- 3- Gateway Level-1 Award in Cybersecurity
- 01/2004
- Having satisfied the requirements of LCCI (London Chamber of Commerce and Industry) Examination Board in the following unit(s):
- Organise, deliver and maintain reliable customer service.
- Improve the customer relationship.
- Work with others to improve customer service, Monitor and solve customer service problems.
- Promote continuous improvement, Develop my own and others' customer service skills.
- 01/2003
- Give customer a positive impression of myself and my organisation.
- Deliver reliable customer service.
- Develop customer relationships.
- Resolve customer service problems.
- Process customer service information.
Languages
English
Urdu
Punjabi
Hindi
Reference
Available on request
Timeline
Customer Service Advisor
Four Brothers Real Estate Developers
02.2019 - 10.2025
Customer Service Advisor
British Gas
06.2006 - 01.2019
Customer Service Advisor
Royal Mail Group Plc
01.2000 - 05.2006
Secretary to the Chief Executive Officer
Sharif Medical City Hospital
01.1996 - 09.1999
Bachelor of Commerce - Accounting
University of the Punjab
09.1991 - 09.1995