Hassan Salleh

• Manage and conduct case reviews within an allocated caseload
• Support design and implementation of a structured Claim Review process to ensure all cases adhere to legal and policy requirements
• Plan and conduct robust interviews with claimants asking challenging questions to gather all relevant information, including exercising judgement to tailor follow up questions of each individual case
• Gather, verify and assess all available information, and decide on an appropriate course of action from a number of options, to ensure any incorrectness can be identified and corrected
• Present all information relevant to a claim review clearly and accurately, so that others can use the gathered information & advice as the sole source of evidence to make a fair judgement
• Record the progress of cases on departmental systems
• Maintain & retain relevant evidence in the evidence file redacting and annotating sensitive material when appropriate
• Collaborated with cross-functional teams to drive project success
• Solved complex problems promptly whilst under pressure
• Prioritised tasks effectively, improving overall productivity levels
• Engaged with senior stakeholders to present and discuss review process outcomes, influencing strategic decisions

• Identified, attracted & hired top talent to meet the organisation’s staffing needs
• Coordinated interviews & selection procedures that yielded successful hires
• Collaborated closely with hiring managers for understanding specific role requirements & ideal candidate profiles
• Conducted initial applicant screenings which led to high-quality shortlists for hiring managers
• Delivered positive candidate experience from initial screening to offer
• Positively influenced hiring leaders to apply best practices & talent acquisition tools
• Utilised applicant tracking system efficiently for seamless management of applications
• Provided detailed feedback after interview rounds, leading to improved candidate experience
• Used data driven approach in recruitment activities resulting in more objective hiring decisions
• Implemented diversity & inclusion practices within hiring processes fostering a balanced workplace environment
• Facilitated induction programmes for new employees ensuring smooth transition into company culture and norms
• Attended job fairs & recruitment events, promoting company as an employer of choice amongst potential hires
• Fostered positive candidate relationships throughout the recruitment cycle, thus enhancing employer branding

• Handled inbound telephone, email & online enquiries
• Resolved complex queries including senior manager escalations & CEO responses
• Continually reviewed the service offering to ensure customer requirements were met
• Resolved customer issues effectively, using strong interpersonal skills & conflict resolution techniques
• Offered prompt solutions to maintain customer satisfaction
• Collaborated with various departments for timely resolution of customer grievances
• Answered customer telephone calls promptly & improved wait times
• Attended regular training sessions to stay updated on latest product & service updates and policies
• Maintained professional communication during high-pressure situations, preserving company-client relationships
• Provided excellent service for improved customer trust and loyalty
• Assured compliance with industry regulations whilst managing sensitive client information
• Trained new staff on customer service protocols to maintain high standards of service across the board
• Delivered customer service training using classroom, video link, online & blended learning
• Conducted needs assessments to identify skill gaps amongst employees.
• Created training programmes to achieve organisational objectives
• Facilitated high-quality workshops, meetings & demonstrations online and offline.

• Provided advice & support on HR policy aligned with business objectives
• Improved employee satisfaction by implementing innovative HR policies
• Implemented new HR software for streamlined operations
• Assisted in performance appraisal process to promote career growth
• Assisted with payroll administration to ensure prompt salary disbursement
• Maintained employee records meticulously, ensuring data accuracy & confidentiality
• Educated line managers on policy & process changes for implementation
• Streamlined onboarding process for smoother integration of new hires into the workforce
• Reviewed job descriptions regularly to align with changing business needs

• Improved operational efficiency by monitoring real-time data & identifying discrepancies
• Collaborated with cross-functional teams, improving overall productivity
• Utilised advanced analytics tools for precise data interpretation
• Delivered timely updates on critical system changes to stakeholders
• Contributed to team targets through effective resource utilisation
• Provided insights into business trends based on real-time analytics results
• Reduced system errors with diligent monitoring and troubleshooting
• Responded quickly to alerts, mitigating potential risks
• Streamlined workflow processes to minimise downtime
• Interpreted real-time metrics to predict future performance trends
• Scheduled staff & delegated assignments to adequately cover operational and project requirements
• Attended team huddles & communicated key operational changes on real time activities
• Engaged with managers to communicate changes to call routing based on customer demand

• Supported the HR and L&D managers overlooking delivery of HR projects and customer service-learning programmes
• Collaborated with subject matter experts and trainers to ensure content was relevant, engaging & met the needs of participants
• Conducted post-training evaluations, ensuring content relevance and effectiveness
• Created training needs assessments to identify skills and knowledge gaps.
• Presented feedback reports to enhance future learning interventions
• Negotiated contracts with vendors, ensuring cost-effective solutions for employee development programmes
• Worked with HR to evaluate training requirements and schedule onboarding sessions for new hires
• Partnered with HR for successful implementation of talent development plans

• Optimised the efficient operation of the contact centre through effective forecasting and resource planning including scheduling of staff rotas and customer service activities
• Effectively communicated with team leaders to ensure advisors were best placed to meet customer service demand
• Interpreted real-time metrics to predict future performance trends
• Real time activity management for UK sites and outsource partners in India and South Africa
• Ensured smooth operations by providing vital input in process improvement discussions
• Partnered collaboratively with other departments to determine optimum schedules for special projects.
• Achieved greater accuracy in forecasting through meticulous trend analysis
• Developed risk mitigation strategies for enhanced business continuity
• Provided valuable input during strategic planning sessions, based on thorough data analysis
• Reduced downtime, utilised data analysis to identify bottlenecks in workflow
• Prepared insightful presentations on resource utilisation trends for senior management team meetings
• Guided team leaders in company policies and procedures, maximising compliance and consistency

• Led and managed a team of customer service representatives, fostering a positive & productive work environment

• Set clear performance goals and expectations & monitored team performance against these metrics

• Provided ongoing coaching, training, and development to team members to enhance their skills and effectiveness

• Analysed team performance data & provided regular reports to management on key metrics and areas for improvement

• Ensured team members delivered excellent service & maintained customer satisfaction

• Collaborated with other departments to address customer needs & streamline processes

• Handled escalated customer inquiries and complaints, ensuring timely and satisfactory resolution

• Developed & implemented customer service policies and procedures to enhance operational efficiency

• Promoted a customer-centric culture within the team, encouraging proactive problem-solving and feedback

• Organised team meetings to discuss performance, share best practice and recognise achievements

• Planned product ranges and preparing sales and stock plans
• Developed promotional plans for seasonal merchandise, boosting store footfall during peak periods
• Provided insightful feedback on product performance based on sales records and customer feedback
• Assisted in the creation of effective merchandising strategies by analysing market trends
• Conducted regular competitor analysis to stay ahead of market trends
• Worked towards achieving business objectives by diligently following company merchandising guidelines
• Improved visibility of key products through strategic shelf placement and signage design
• Enhanced customer satisfaction by ensuring consistent availability of popular items
• Monitored inventory levels diligently, reducing instances of overstock and stockouts
• Collaborated with the buying team to select high-demand items, increasing profitability
• Fostered strong relationships with suppliers, resulting in improved service levels
• Monitored inventory levels and collaborated with suppliers to maintain stock levels
• Coordinated with suppliers to secure timely delivery of merchandise, preventing stockouts.
• Visited stores to assess product presentation and gather feedback.
• Replenished key ranges to achieve strong stock availability