Summary
Overview
Work History
Education
Skills
Timeline
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Hassan Shahid

Hassan Shahid

Southall,Middlesex

Summary

A highly experienced and solutions-driven professional with over 18 years of customer service expertise. I excel at identifying and resolving issues efficiently while building strong, lasting relationships with customers and colleagues alike. Known for being an attentive listener and quick learner, I thrive in high-pressure environments, including managing difficult or irate customers with empathy and composure. My ability to connect with people, understand their needs, and deliver tailored support has consistently enhanced the customer experience. I am passionate about creating positive interactions and always aim to leave customers feeling heard, supported, and valued.

Overview

19
19
years of professional experience
5
5
years of post-secondary education

Work History

Customer first and Retentions specialist

Dreams LTD
High Wycombe, Buckinghamshire
06.2013 - Current
  • I have successfully saved the company £2.5 million within a single year through proactive engagement, team leadership, and strategic problem solving. I bring a solutions-first mindset, a calm and composed approach under pressure, and a genuine passion for enhancing the customer experience at every touchpoint.
  • Created and implemented a new Retention Specialist role within the department; subsequently headhunted to lead the position, with responsibility for overseeing a colleague in the same role.
  • Address customer complaints with patience and understanding to resolve to a high standard.
  • Keep customers informed about any changes and updates.
  • Collect and analyse weekly customer satisfaction data to identify emerging trends or recurring issues contributing to dissatisfaction. Use insights gained to implement proactive measures and prevent future problems.
  • Reporting back to directors/operation management team about KPIs and improvement initiatives.
  • Responsible for overseeing the daily operations, staff, and resourcing within the department. This role allowed me to develop and showcase my leadership and managerial skills/style, including decision-making, problem-solving, and team management.
  • Heading up the retention and quality control, I would collaborate with various stakeholders, including suppliers, manufacturers, contractors and the ombudsman. I have done this successfully by building relationships, expanded my professional network, and engage in collaborative efforts to improve operations.
  • When in the retention team I have faced various challenges when a key contractor wants to leave or with a customer complaint about a product. The ability to think quickly and find practical solutions is vital to maintain the company reputation. Repeat business and customer satisfaction.
  • I contribute to creating a cohesive and motivated team atmosphere, which is essential for successfully building a positive work environment to enhance productivity and employee satisfaction.
  • Managing various tasks simultaneously required strong organisational skills. I would prioritise responsibilities and delegating efficiently, resulting in meeting targets effectively and efficiently.
  • Collaborated cross-functionally with legal, compliance, and executive teams to resolve complex cases involving regulatory or reputational risk.

Quality Manager / High level complaints resolution

Careline services -
Chiswick, Hounslow
08.2006 - 06.2013
  • Overseen a team of employees and coordinating various departments. Strong leadership and management skills are essential to ensure smooth operations and efficient use of resources.
  • Led quality assurance initiatives by addressing issues proactively, implementing root cause analysis and corrective actions to ensure high customer satisfaction and continuous improvement.
  • Ensured all staff consistently delivered a high standard of customer service
  • Provided training and mentoring to new staff and fellow colleagues enhancing the team’s capabilities.
  • Led the resolution of escalated, high-impact customer complaints, ensuring swift and satisfactory outcomes in alignment with company policies and brand reputation.
  • Acted as the primary point of contact for VIP and executive-level complaint handling, maintaining a professional tone and de-escalating conflicts effectively.

Education

A-Levels -

Ealing Tertiary college –
Ealing Broadway, Ealing
09.2000 - 06.2002

GCSEs -

Villiers High School –
Southall
09.1995 - 06.1999

Skills

  • Exceeding customer expectation
  • Problem solving
  • Contingency management
  • Third party engagement
  • Training and development
  • Communication skills
  • Project management
  • Team leadership

Timeline

Customer first and Retentions specialist

Dreams LTD
06.2013 - Current

Quality Manager / High level complaints resolution

Careline services -
08.2006 - 06.2013

A-Levels -

Ealing Tertiary college –
09.2000 - 06.2002

GCSEs -

Villiers High School –
09.1995 - 06.1999

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Hassan Shahid