Microsoft Office
Imran Afzal
Curriculum Vitae
Summary
Skilled hardworking professional with an extensive background in customer service, leadership, online chat and administration. Calm and poised in the most pressure-driven situations. I am a Team player with strong organizational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy. History of exceeding company goals utilizing consistent and organized practices. adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Management Executive
HMRC
Dundee
09.2002 - 12.2018
- Customer service and support to inbound calls.
- Online and Email Chat and messaging.
- Exceeding organisational targets and goals every month.
- Coaching and mentoring new agents.
- Team Leader assist.
- Utilized critical thinking skills and decisive judgment to work with minimal supervision.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Gave Presentations to VIP's and MP's and gave a positive image of HMRC.
- Used communication and problem-solving skills to resolve customer complaints and promote company image.
Customer Service Representative
BT
Dundee
04.1999 - 06.2002
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Exceeding organisational targets and goals every month.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Supervised co-workers as a Team leader Assist.
- Created staff schedules, approved requested time off and updated reports.
Service Quality Manager
Jahangir Restaurant
St Andrews
12.1997 - 04.2000
- Trained new servers on restaurant policies and procedures.
- Answered customers' questions, recommended items, and recorded order information.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Supervised food presentation and plating to enhance visual appeal.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Assistant Manager
Bombay Brasserie
Dundee
08.1996 - 11.1997
- Led and directed team members on effective methods, operations, and procedures.
- Correctly calculated inventory and ordered appropriate supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Carefully interviewed, selected, trained, and supervised staff.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
Administrative Assistant
Shield Diagnostics
Dundee
09.1994 - 08.1995
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Prepared PowerPoint presentations and Word documents for sales presentations.
- Kept detailed records of daily activities through online customer database.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Performed administrative and clerical duties such as word processing, data entry, faxing and copying.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Completed payroll functions to facilitate accurate and prompt staff payments.
Education
BA - Business Studies
Abertay University
Dundee 10.1999 - 09.2001
HNC - European Business Administration
Dundee College
Dundee 08.1996 - 06.1997
NVQ Level 2 And 3 - Business Administration
Dundee Chambers
Dundee 08.1994 - 07.1996
Skills
Excellent customer service
Customer service and support
Commitment to quality and service
High-quality customer service
Helpdesk call support
Inbound phone call handling
Documenting calls
Call center customer service
Flexible and Adaptable
Multitasking Abilities
Problem-Solving
Decision-Making
Interpersonal Communication
Teamwork and Collaboration
Project implementation
Research and analysis
Payment collection
Cash Handling
Cash register operation
Customer assistance
Complaint resolution
Professional telephone demeanor
Administrative support
Technical Support
Recordkeeping strengths
Online chat and email
Coaching and mentoring
Presentation skills
Software
Email and Messaging
Internet and Social Media
Interests
Travelling
Video Games
Cooking
Timeline
Customer Management Executive
HMRC
09.2002 - 12.2018
BA - Business Studies
Abertay University
10.1999 - 09.2001
Customer Service Representative
BT
04.1999 - 06.2002
Service Quality Manager
Jahangir Restaurant
12.1997 - 04.2000
Assistant Manager
Bombay Brasserie
08.1996 - 11.1997
HNC - European Business Administration
Dundee College
08.1996 - 06.1997
Administrative Assistant
Shield Diagnostics
09.1994 - 08.1995
NVQ Level 2 And 3 - Business Administration
Dundee Chambers
08.1994 - 07.1996