Omar Choudhry
Glasgow,United Kingdom
Summary
A seasoned collections specialist with extensive expertise in tailoring collection strategies and navigating FCA regulations. Demonstrates proficiency in collections technology, Excel spreadsheet management, and financial literacy, ensuring effective payment processing and dispute resolution. Known for sensitivity in difficult situations and exceptional customer service, complemented by strong negotiation skills and adherence to collections regulatory guidelines. Committed to staff development and team leadership, with a focus on enhancing repayment negotiations through attention to detail and telephone etiquette. Aspires to drive operational excellence within the collections domain. Also experienced with dealing with vulnerable customers and complex scenarios they find themselves in on a daily basis.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Collections agent/SME
Wescot Credit Services
Glasgow, Glasgow City
2017.01 - Current
- Achieved successful debt recovery by maintaining constant communication with customers.
- Utilised negotiation skills, leading to increased rates of settlement agreements.
- Demonstrated professionalism whilst dealing with difficult conversations about finances.
- Enhanced knowledge of financial laws through continuous professional development.
- Improved customer relations with empathetic and understanding approach to collections.
- Advocated for customers experiencing financial hardships, providing suitable payment options.
- Trained new collections representatives on collections processes and incentivised team members to achieve production goals.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Conducted detailed coaching for new agents, focusing on personal development and task management.
- Elevated team performance by delivering impactful group PowerPoint sessions.
Enhanced call quality by providing thorough scoring for fellow agents.
Fostered collaborative learning through effective presentation techniques..
Customer service agent
Santander UK
Glasgow, Glasgow City
2006.12 - 2016.12
- Resolved technical issues to improve customer experience.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Adhered strictly to regulatory guidelines during customer interactions, maintained brand reputation.
- Assisted customers in navigating company website, enhanced user experience.
- Streamlined communication channels for more efficient response times from the team.
- Took ownership of customer concerns, ensured comprehensive resolution efforts were made.
- Managed customer queries for better understanding of products and services.
- Developed rapport with customers through empathetic listening skills.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Acted as first point of contact for customer issues and queries.
- Recorded and processed customer data accurately.
- Offered prompt solutions to maintain customer satisfaction.
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
Education
Higher National Diploma - Computing
Cardonald College
Glasgow, Glasgow City 2003.08 - 2005.06
Skills
- Familiarity with FCA regulations
- Tailoring collection strategies
- Excel spreadsheet expertise
- Collections technology proficiency
- Financial literacy
- Dispute resolution proficiency
- Sensitivity in difficult situations
- Customer Service
- Team Leadership
- Payment Processing
- Staff development
- Negotiation expertise
- Collections regulatory guidelines
- Repayment negotiations
- Telephone etiquette
- Attention to Detail
Affiliations
- Photography
- Fitness
- Movies
- Travel
Languages
Urdu
Fluent
Punjabi
Fluent
Certification
SVQ Level 3 in customer service
References
References available upon request.
Timeline
Collections agent/SME
Wescot Credit Services
2017.01 - Current
Customer service agent
Santander UK
2006.12 - 2016.12
Higher National Diploma - Computing
Cardonald College
2003.08 - 2005.06