Summary
Overview
Work history
Education
Skills
Languages
Hobbies & Interests
Timeline
Generic

Omair Parvez

Darnley

Summary

A conscientious hard-working individual with an excellent record in time keeping and attendance. An effective team member, always willing to assist colleagues and very proactive in problem solving. Always strives to complete allocated tasks to the very highest standard, trusted with delegation and carry out duties with minimal supervision. Have the ability to go outside of my comfort zone in order to effectively expand skills base.

Overview

10
10
years of professional experience
7
7
years of post-secondary education

Work history

Financial Complaints Specialist

Webhelp/Concentrix
Glasgow
02.2025 - Current
  • My duties involve assessing and investigating customer complaints relating to financial products. These products include different credit facilities and payment options that are available to customers.
  • A key responsibility is gathering and reviewing evidence from internal systems and from external departments in order to ascertain how best to resolve the complaint. This involves working very closely with different departments to ensure that the information available is accurate and up to date to allow for an efficient and quick resolution.
  • Communicating with customers to understand their concerns, queries and provide clear empathetic explanations is an essential skill, which is required in my current role, to identify whether an apology, a good will gesture or compensation is required for each individual case.
  • My current role involves maintaining detailed records of complaints and their outcomes, producing reports for senior management highlighting trends and risks as well as coaching colleagues, identifying systemic issues and putting forward possible improvements to prevent future complaints.
  • My role involves ensuring that all complaints are handled in line with regulatory standards such as the Ombudsman Service (FOS) requirements and FCA guidelines to ensure that the correct procedure is being followed for each case.

Social Media Advisor

Webhelp
Glasgow
08.2019 - 02.2025
  • My duties involve responding to customer queries through social media platforms such as Twitter, Facebook, Instagram and Trustpilot
  • I assist customers with queries in relation to their orders, provide support to those customers in financial difficulty setting up payment plans, take ownership of customer complaints and ensure they are resolved
  • My role focuses on checking in and dealing with the most vulnerable customers who are in financial difficulty, disabled and/or have mental health related issues and require much greater wellbeing care. Ensuring they feel supported and appropriate payment and wellbeing plans are in place for them
  • Customer interaction are carried out through a live chat platform
  • I monitor Trustpilot and respond to any dissatisfied customers ensuring we have reached out to them to provide help, support and a resolution in a timely manner
  • I conduct team meetings, holding one-to-ones with staff, ensuring schedules were communicated and adhered to for agents under my remit as well as listening to calls for identifying process improvements.
  • I have been a graduate manager for new advisors joining my department, my role is to ensure the knowledge they had gained is used when taking live chats and dealing with customer queries.
  • I conduct team meetings, coaching sessions, side by side call listening, one-on-one sessions and ensure feedback is given to each advisor to help them better themselves.

Customer Service Advisor

Kura/Konecta
Glasgow
04.2018 - 08.2019
  • I worked closely with customers to ensure they had the best deals that suited them and their financial situation.
  • Meeting targets for smart meter roll outs and working with debt collection to work out instalment plans for customers.
  • I ensured regular contact was kept with our vulnerable customers, making sure they were comfortable with the payment plans we had in place for them and to check in on them ensuring they were well and not overwhelmed.
  • Due to previous experience in customer care, I was given extra responsibilities such as conducting team meetings and ensuring staff schedules were communicated and adhered to
  • Conducting team meetings, coaching sessions, giving feedback to staff, putting together support plans to help them reach targets

Customer Care Advisor

Kura/Konecta
Glasgow
03.2015 - 04.2018
  • My duties involved the answering and investigating customer complaints in line with company procedures
  • I took ownership and managed each allocated customer complaint right through to the resolution and aftermath phase within a strict deadline
  • As a result, I was asked to conduct coaching sessions with advisors of all levels on complaints raised to ensure compliance with company procedure and to influence behaviour
  • I was also required to carry out complaints analysis to identify the root cause of the complaints and feedback to management

Education

Postgraduate Diploma - Information Technology

University of the West of Scotland
08.2010 - 11.2013

B.A Honours - Business Information Management

Glasgow Caledonian University
08.2006 - 05.2008

H.N.D - Administration and Information Management

Glasgow College of Nautical Studies
08.2004 - 05.2006

Skills

  • High level of customer service skills whilst focusing on 'Right first time'
  • Leadership skills
  • Solid customer service skills coupled with politeness and diplomacy
  • Team player with strengths in working with people of differing personalities and natures
  • Ability to work with minimal supervision and on my own initiative
  • Highly trained and skilled in Microsoft Suite of products (Excel, Word, Share, PowerPoint, Outlook and Access)

Languages

English
Fluent
Punjabi
Fluent
Urdu
Fluent
Hindi
Fluent

Hobbies & Interests

  • I ensure that I am physically active and schedule regular activities for self-care and my mental health
  • I place a huge importance on philanthropy and I have coordinated raising money for distribution in poverty-stricken countries and hospital charities over the years

Timeline

Financial Complaints Specialist

Webhelp/Concentrix
02.2025 - Current

Social Media Advisor

Webhelp
08.2019 - 02.2025

Customer Service Advisor

Kura/Konecta
04.2018 - 08.2019

Customer Care Advisor

Kura/Konecta
03.2015 - 04.2018

Postgraduate Diploma - Information Technology

University of the West of Scotland
08.2010 - 11.2013

B.A Honours - Business Information Management

Glasgow Caledonian University
08.2006 - 05.2008

H.N.D - Administration and Information Management

Glasgow College of Nautical Studies
08.2004 - 05.2006

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Omair Parvez