Rizwan Ullah
Birmingham,United Kingdom
Summary
Accredited insurance coach and complaints specialist with 5+ years' experience across healthcare and customer operations. Effective at turning data into action using Excel, SPSS and Power BI, strong communication, stakeholder management, process and data modelling, business improvement and best-practice documentation. Proven record in improving customer experience, managing complex workloads and championing business change. Hands-on project and Agile collaboration experience.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Member Services Advisor
Bupa
2023.03 - 2026.05
- Championed a secure payments rollout and sustainability by supporting business case and authoring knowledge guides.
- Support team of 12 frontline advisers with complaints, reviewing Dynamics and Power BI dashboards to ensure effective case management, evaluate escalation and financial redress requests, and identify training needs.
- Support a range of projects and training needs, including Agile knowledge base migration, remediation for 5000+ claims and employee engagement.
- Coach frontline advisor teams on claims investigation, customer service skills, objection handling, KPIs and QA.
- Provide 2nd line support to 200+ frontline advisers on complaints, policy decisions, claims coverage, underwriting and financial queries.
- Case manage escalated complaints.
- Continually produce, maintain and share best practice documents.
Energy Advisor
AgilityEco
Aylesbury
2022.06 - 2023.03
- Maintained knowledge base on Zoho for large-scale energy efficient retrofit programmes.
- Mapped business and back-end processes with Lucidchart and Canva to standardise operations and support onboarding.
- Balanced daily caseload with project workstreams, managing applications & appointments administration and collaborating in change meetings.
- Liaised with internal and external stakeholders to ensure accurate and effective decarbonisation support and delivery.
Contact Tracer, Technical
Go-centric
2020.12 - 2022.03
- Supported several line managers in building Excel dashboards to monitor KPIs and identify training needs.
- Advised the public on NHS and PHE protocols related to diagnostic testing, contact tracing, self-isolation and disease management.
- Provided first-line support for NHS apps.
- Provided technical support to colleagues.
- Wrote knowledge documents (core customer service best practice and software guides).
Tutor
Gold Tuition
Birmingham
2018.09 - 2020.05
- Tutored students in GCSE English and Mathematics, delivering individualised lesson plans and study guides on subject matter.
- Created development trackers for student and subject on Excel, optimising pupil development across the entire tuition centre.
- Ensured homework assignments were tailored to appropriately challenge each pupil.
- Held regular monthly parent-tutor conferences.
Education
BSc (Hons) - Psychology
The Open University
Remote 2022.10 -
Skills
- Dynamics 365
- Excel
- Google Analytics
- Power BI
- SPSS
- Visio and LucidChart
- Zoho
Certification
- Google Digital Marketing Professional Certificate (Coursera) January 2024 to Present
- Excel to Power BI: Data Analysis & Business Intelligence Specialization, Knowledge Accelerator (Coursera) December 2025 to Present
- FCA-accredited Supervisor Certificate April 2025 to April 2027 FCA Supervisor Training & Competency accreditation (Bupa) to provide regulated insurance training
Interests
I've also worked on behalf of charities such as Macmillan and Marie Curie as a fundraiser, participate in charity sports events (such as triathlon and hiking for NHS Birmingham Women & Children's Trust), and write and perform music.
Timeline
Member Services Advisor
Bupa
2023.03 - 2026.05
BSc (Hons) - Psychology
The Open University
2022.10 -
Energy Advisor
AgilityEco
2022.06 - 2023.03
Contact Tracer, Technical
Go-centric
2020.12 - 2022.03
Tutor
Gold Tuition
2018.09 - 2020.05