Jawad Ifraz
Slough
Summary
An enthusiastic and results-oriented professional with a strong foundation in the automotive industry, currently serving as a Customer Service Implant for BCA based at LeasePlan HQ. With extensive experience supporting client relationships and managing day-to-day operational needs, I am now seeking a new role where I can leverage my skills in customer service, client liaison, and process optimisation to drive business growth and foster long-term relationships.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work history
Customer Service Implant
BCA
Slough
08.2023 - 02.2025
- Company Overview: LeasePlan - Head Office
- Act as the primary point of contact for all BCA/LeasePlan related queries, managing vehicle leasing, fleet management, and maintenance-related queries.
- Collaborate with Lease Plan's internal departments to ensure smooth vehicle deliveries, returns, and repairs, maintaining efficient operations and minimizing delays.
- Address and resolve customer concerns promptly, escalating complex issues as needed, and ensuring timely resolution.
- Regularly analyse customer accounts, reporting on performance, fleet utilization, and cost reduction opportunities, contributing to continuous improvement efforts.
- Manage service level agreements (SLAs), ensuring delivery meets or exceeds client expectations, resulting in improved customer satisfaction and loyalty.
- Conduct regular account reviews with clients, gathering feedback and offering tailored solutions to meet evolving needs.
- LeasePlan - Head Office
Customer service representative
SEL Engineering Laboratories
Reading
11.2022 - 06.2023
- Company Overview: Reading
- Assisted customers with varying questions using product knowledge and service expertise.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Engaged in regional customer support activities including accurate entry of orders, quotes, RMA's and creation and maintenance of special specifications.
- Owned customer feedback tracking and driving to customer satisfaction.
- Initiated process improvement suggestions and lead in implementation.
- Ran Salesforce reports to analyse customer base and target engagement.
- Prepared accurate sales forecasts to effectively chart revenue and support data driven decision making.
- Retained existing customer accounts through consistent engagement and sales data analysis.
- Drove contract renewals through proactive calls and follow up campaigns.
- Optimised sales volume by managing accounts and building rapport.
- Reading
VUE Executive
LeasePlan
Slough
02.2021 - 11.2022
- Company Overview: Slough
- Reduced vehicle off road time.
- Managed VOR events at a transactional level to support the VOR Manager.
- Managed VOR escalations from Customer Service.
- Took ownership of customers and their issues until resolution.
- Co-ordinated with external suppliers and internal key stakeholders in order to manage, minimise & report on VOR incidents across the Holistic VOR areas.
- Identified consistent causes of VOR and made recommendations to improve these processes.
- Streamlined processes to improve and optimise office operations.
- Slough
Customer Service Executive
LeasePlan
Slough
02.2019 - 02.2021
- Company Overview: Slough
- Built strong relationships with fleet managers and driver's, being their main point of contact for any queries.
- Managed time effectively to ensure SLAs are met.
- Exceeded targets by delivering comprehensive and consistent service.
- Responded to customer calls, emails and other requests striving to deliver a first-time resolution.
- Maintained working knowledge of available products and services.
- Maintained vehicle data, identifying and correcting any anomalies in the data.
- Improved company processes by analysing customer feedback and service trends
- Slough
Education
GSCE - Work Skills (QCF), Adult Literacy Level 2, Adult Numeracy Level 2, ICT, Geography, Religious Education, PSHCE, Photography, English, Drama, Applied Science, Math
Slough and Eton School
09.2006 - 07.2011
NVQ - Business Administration Apprenticeship Level 2 and 3, ICT Level 1 and 2, Communication Level 2, Application of Number Level 1 and 2
Slough Borough Council
09.2011 - 07.2012
Skills
- Analytical
- Communicating
- Coordination
- Decision Making
- Building Rapport
- Point of Contact
- Problem Solving
- Proactive
- Team Player
- Process Improvement
- Account Management
- Customer Relationship Development
- Customer Service
- Customer Support
- Investigation
- Service Improvement
- Strategic Planning
- Delegation
- Data Analysis
- Salesforce
Personal Information
Gender: Male
Timeline
Customer Service Implant
BCA
08.2023 - 02.2025
Customer service representative
SEL Engineering Laboratories
11.2022 - 06.2023
VUE Executive
LeasePlan
02.2021 - 11.2022
Customer Service Executive
LeasePlan
02.2019 - 02.2021
NVQ - Business Administration Apprenticeship Level 2 and 3, ICT Level 1 and 2, Communication Level 2, Application of Number Level 1 and 2
Slough Borough Council
09.2011 - 07.2012
GSCE - Work Skills (QCF), Adult Literacy Level 2, Adult Numeracy Level 2, ICT, Geography, Religious Education, PSHCE, Photography, English, Drama, Applied Science, Math
Slough and Eton School
09.2006 - 07.2011
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