Sarosh Farooq

As an Escalated Complaints Handler, I am skilled in managing complex complaints from initiation to resolution, utilising a thorough approach to ensure all issues are fully and promptly addressed. I have a proven ability to prioritise and handle a high-volume caseload, consistently meeting deadlines and service level agreements while maintaining high-quality standards and customer satisfaction. My exceptional verbal and written communication skills allow me to clearly and concisely articulate complex issues, fostering understanding and cooperation among all parties involved in the resolution process. I have a successful track record of implementing process improvements and procedural enhancements to streamline complaint handling, improve efficiency, and prevent recurrence of similar issues. Dedicated to continuous professional development, I stay current with industry best practices, regulatory updates, and emerging trends in complaint handling and customer service to maintain the highest standards of excellence in performance and service delivery. My experience includes collaborating closely with the Ombudsman and participating in various projects aimed at achieving optimal outcomes for all complaints and identifying opportunities for process improvement. Additionally, I contribute to a team effort that is significantly improving our Ofcom ranking from the bottom to the 4th position.

As an Inbound Call Centre Agent, I formed part of a team of call handlers who provided the first point of contact with contacts of COVID-19 cases. I worked on multiple campaigns, such as Test & Trace and the Vaccine Line, helping to book the general public for their vaccinations in a timely manner. I worked with my own competence, seeking senior advice as needed. Additionally, I carried out assessments to identify and prioritise needs.

As a Home Health Care Assistant, my responsibilities included keeping up-to-date records on patients, including daily observations about activities and any medication administered. I provided medication to clients as prescribed, ensuring correct dosages and timing. I made the best use of aids provided to help clients with limited mobility or physical/learning disabilities. I helped organise recreational activities and instructed patients on health matters and personal habits related to hygiene and diet. I prepared food and served meals and drinks, helping to create a stimulating and homely environment. I used appropriate infection control procedures to maintain a clean and safe working area. I assisted in meeting the daily needs of patients and provided both physical and emotional care. Working as part of a team, I strived to achieve the required standards and was responsible for providing basic healthcare to clients, assisting them in gaining confidence in performing their day-to-day self-care tasks.

As a Sales Advisor at River Island, my responsibilities included assisting customers in the fitting rooms, providing guidance on fit, style, and size to ensure a positive shopping experience. I maintained organised clothing rails, ensuring merchandise was displayed neatly and replenished regularly. I worked towards meeting specific sales targets, including store orders, by actively engaging with customers and offering tailored product recommendations. Additionally, I stayed informed about the latest fashion trends to advise customers effectively and ensure a high level of satisfaction.