Summary
Overview
Work history
Education
Skills
Languages
VALUABLE SKILLS
Timeline
Generic

Jawad Mahmood

Summary

A wealth of experience within customer service roles and highly effective in undertaking administrative and programme management tasks. Manages complex data with excellent organisation. Motivated to achieve outstanding success through prompt communication and helpful approach.


Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Overview

14
14
years of professional experience

Work history

Pharmacy Delivery Driver

Wellington Pharmacy
Batley, West Yorkshire
04.2025 - Current
  • Communicated effectively with pharmacy team to streamline operations.
  • Reported any issues or discrepancies in orders immediately for quick resolution.
  • Delivered prescription orders accurately, reducing medication errors.
  • Checked vehicle maintenance regularly to avoid any disruptions in service.

Manager

Renovista Decor
West Yorkshire
08.2023 - 04.2025
  • Lead a team of painters for extensive commercial and residential ventures, ensuring stringent quality standards and project adherence to schedules.
  • Liaising with property management companies and feeding back any potential maintenance issues.
  • Demonstrated budget management skills, optimising cost-effective material procurement.
  • Sourcing, securing and retaining clients for all painting and decorating needs.

Courier

Amazon
Knottingley
05.2022 - 08.2023
  • Delivering on promise.
  • Responsible for optimising customer satisfaction by transporting, delivering and installing goods, merchandise, and/or other items in a safe and timely manner.
  • Picking up, transporting, and dropping off packages and small shipments within a local region or urban area.
  • Delivering packages to homes, retail locations, and other delivery destinations while adhering strictly to delivery driving routes and time schedules.
  • Developed good time management skills by adhering and meeting up with a strict delivery schedule established by Amazon.
  • Achieved and maintained 5-star reviews consistently from clients.
  • Utilised previous verbal and written communication skills to interact with co-workers, clients and Amazon management when required.

Complaint Manager

OVO Energy
WFH
02.2022 - 05.2022
  • Managing complaints already logged for Energy company from start to end by understanding the customer concerns, gathering relevant data from initial complaint and liaising with customers and internal departments to ensure fair outcomes of complaints.
  • Reviewed and recalculated bills and composed emails and letters from scratch to customers.
  • Consistently achieved daily and weekly target to meet demand of client.
  • Demonstrated knowledge of industry standards and regulations to negotiate and influence decisions.

Complaint Handler

Lloyds Bank
Halifax
03.2015 - 12.2021
  • Investigated Packaged Bank Accounts complaints based on critical factors of quality and quantity.
  • Made contacts with customers to understand the basis of allegations, gather data and conducting investigations to ascertain the mis-sale of the account.
  • Emphasise fair outcomes of complaints.
  • Served as Subject Matter Expert for the onboarding of new staff in 2016 and 2018 to support the development of skills to carry out their roles efficiently.
  • Worked within the FOS Liaison team for over 6 months and exchanged correspondence directly with the Ombudsman.
  • Worked within different areas of Packaged Bank Accounts, by demonstrating attention to detail and displaying expertise in the processing of financial claims.
  • Started role in 2015, worked within FOS team for over 6 months.
  • Helped on-board staff in 2016 and 2018 with longest period between March 2018 and September 2018 which included all three sites.
  • Conducted quality checks for colleagues; provided leadership by managing workloads and assigning tasks for a team of new starters.

Customer Care

Yorkshire Water
Bradford
10.2012 - 01.2015
  • Read detailed documentation, made enquires for additional information, prepared notes, and corresponded with customers appropriately on compensation investigations.
  • Investigated circumstances of customers’ complaints, maintained an audit trail of past decisions and communicated on findings.
  • Maximised customer retention by identifying cause and trends in complaints and delivering feedback to relevant team managers to drive outstanding service.
  • Displayed an in-depth knowledge of industry standards and regulations to negotiate and influence decisions.
  • Made call back to non-English speaking customers per recruitments by management.
  • Expertly served customers to achieve the lowest call handling time allowing the service of more customers.

PPI Complaints Handler

Barclays
Leeds
08.2011 - 09.2012
  • Focused on processing PPI complaints according to requirements by Judicial Review announced in 2011.
  • Adhered to deadlines as imposed by the Financial Services Authority and the Financial Ombudsman Service.
  • Utilised decision-making skills to determine if claims should be upheld or rejected and to assess the redress of claims’ success based on customers decisions to have purchased the policy.
  • Paid close attention to details regarding values and letter formats to ensure customers and third parties received accurate information.
  • Managed caseloads, adhered to internal complaint handling standards, and calculated refunds on loans, mortgages, overdrafts, and other related products.
  • Restructured loans and cancelled held PPI policies; received feedback of current procedures and restructured processes for simplifications.
  • Achieved a quality assurance passing rate of 100% and progression to a Subject Matter Expert.
  • Collaborated in the revision of training materials by making implemented recommendations.

Education

5 GCSE’s - A-C including English & Maths

Spen Valley High School

Skills

  • Logistics efficiency
  • Van maintenance basics
  • Risk assessment capability
  • Delivery scheduling competence
  • Record keeping accuracy
  • Handling complaint resolution
  • Route planning efficiency
  • Multitasking proficiency
  • Knowledge of GDPR regulations
  • Impartial judgement
  • Dealing with difficult people
  • Complaint handling procedures
  • Time management mastery
  • Listening attentively
  • Complaint resolution
  • Audit compliance
  • Root Cause Analysis
  • Product knowledge
  • Attention to Detail

Languages

English
Urdu
Punjabi

VALUABLE SKILLS

  • Experienced and successful in the processing of financial claims, conducting investigations, and rendering thoughtful and fair decisions.
  • Self-driven and committed to producing exceptional standards, quality, and quantity of work to meet established deadlines that are within government requirements.
  • Results-oriented and solutions driven, with expertise in identifying solutions and new opportunities to meet targets and improve customer service and satisfaction.
  • High standards of organisational, written and verbal communications skills, able to work well under pressure, and exhibits a broad perception of industry standards and regulations.
  • Proficient in Microsoft Office Suite and Sage 50, typing, and calculations.

Timeline

Pharmacy Delivery Driver

Wellington Pharmacy
04.2025 - Current

Manager

Renovista Decor
08.2023 - 04.2025

Courier

Amazon
05.2022 - 08.2023

Complaint Manager

OVO Energy
02.2022 - 05.2022

Complaint Handler

Lloyds Bank
03.2015 - 12.2021

Customer Care

Yorkshire Water
10.2012 - 01.2015

PPI Complaints Handler

Barclays
08.2011 - 09.2012

5 GCSE’s - A-C including English & Maths

Spen Valley High School
Jawad Mahmood