Shahzad Riaz
Leicester,Leicestershire
Summary
Detail-oriented professional with expertise in time management, project management, and effective workflow management. Proficient in utilising ICT tools such as Microsoft Word, PowerPoint, Excel, and business intelligence platforms to streamline operations and enhance productivity. Skilled in customer service, technical support, and negotiation, with a proven ability to remain calm under pressure while delivering exceptional results. Adept at using sales ledger tools and managing purchasing and procurement processes to optimise organisational efficiency. Committed to leveraging strong communication skills and exceptional telephone etiquette to foster positive client relationships and drive business success.
Driven Senior Customer Service Manager with exceptional leadership and communication skills, excelling in conflict resolution and team development. Adept in implementing strategies to enhance customer satisfaction and operational efficiency. Committed to driving customer loyalty and improving service standards.
Overview
20
20
years of professional experience
22
22
years of post-secondary education
Work history
Senior customer service manager
Zidans Bargains
Leicester, Leicestershire
04.2020 - Current
- Ensured smooth operations within the department by establishing clear procedures and guidelines.
- Enhanced client retention for improved brand loyalty.
- Resolved escalated issues promptly for seamless customer experiences.
- Improved customer experience with proactive issue resolution.
- Reduced customer complaints by implementing new service standards.
- Worked closely with other departments to streamline overall business operations.
- Led a high-performing team towards achieving set targets.
- Collaborated with sales and marketing teams, ensuring unified approach towards customers.
- Implemented new recovery strategies, enhancing successful debt collection efforts.
- Reduced overdue invoices through persistent follow-ups and negotiations.
- Developed tailored payment plans for struggling customers, aiding in their financial recovery whilst maintaining good relations.
- Coordinated with legal team for effective handling of court proceedings related to bad debts.
Account manager
British Gas
Leicester, Leicestershire
11.2013 - 03.2020
- Performed statistical analysis on diverse datasets for gaining market knowledge.
- Collected and analysed complex datasets for business strategy enhancement.
- Improved data quality by implementing structured validation checks.
- Mitigated risks by identifying and resolving data discrepancies rapidly.
- Identified trends in data to help inform decision-making processes.
- Interpreted statistical data and prepared findings for publication.
- Analysing meter reads to resolve discrepancies in usage.
Order controller
BSS Group
Romford, Havering
10.2011 - 10.2013
- Negotiated favourable terms with suppliers, resulted in significant cost savings over time.
- Produced timely financial reports with strict adherence to deadlines.
- Liaised with external auditors for a seamless auditing process.
- Liaised with buyers for supply and demand efficiency.
- Dealing with customers and suppliers for our supply chain demand.
- Running off call off orders ready for delivery in a timely manner.
- Arranging secure delivery of goods in to the Olympic Park in 2012 with a fully conducted risk assessment report.
- Stock check and stock reallocation from branches nationwide to head office down to the customer.
Credit controller
BSS Group
Leicester, Leicestershire
10.2009 - 10.2011
- Monitored client's credit situation closely, mitigating risks associated with late payments.
- Assisted in preparation of monthly reports, ensuring transparency in operations.
- Managed debtor ledger meticulously, minimising any potential errors or discrepancies.
- Conducted regular account reviews to maintain accurate records.
- Negotiated repayment arrangements, improving cash flow in the process.
- Reduced business risk with stringent credit checks and assessment.
- Liaised with sales reps to collect large cheques from clients.
- Resolving discrepancies with invoices to ensure payment in a timely manner.
- Developed strong relations with clients, fostering loyalty and trust on both ends.
- Liaised with sales department for achieving better client communication.
- Managed customer accounts for maintaining positive client relationships.
- Updated database regularly for maintaining up-to-date record of all transactions.
Collections advisor
Halifax Bank
Leeds, West Yorkshire
09.2007 - 01.2009
- Liaised closely with legal departments regarding serious delinquencies or litigation situations.
- Trained newly hired staff members, ensuring adherence to company standards and procedures.
- Demonstrated expert knowledge of credit control regulations, promoting lawful practices within the firm.
- Upheld highest standards of customer service whilst handling collection calls and correspondence.
- Conducted detailed account reviews, identifying discrepancies and potential issues early on.
- Communicated clearly with debtors, resulting in amicable resolution of outstanding payments.
- Developed rapport with clients for enhanced communication during collection efforts.
- Provided ongoing support and advice to customers facing financial difficulties-promoted a culture of empathy and understanding.
- Utilised advanced negotiation skills, leading to successful debt recovery.
- Resolved complex cases swiftly using problem-solving skills and industry knowledge.
- Managed collection tasks efficiently to meet company objectives.
- Monitored customer accounts regularly-achieved a more proactive approach towards debt management.
- Maintained accurate record keeping for improved efficiency in collections proceedings.
Collections advisor
Royal Bank of Scotland
Leicester, Leicestershire
12.2005 - 07.2007
- Utilised advanced negotiation skills, leading to successful debt recovery.
- Negotiated payment arrangements with customers to alleviate financial burdens.
- Managed collection tasks efficiently to meet company objectives.
- Handled sensitive financial information with utmost confidentiality and professionalism.
- Developed rapport with clients for enhanced communication during collection efforts.
- Built understanding of individual customer situations by asking open and probing questions, tailoring plan of action accordingly to support them through product lifecycle.
- Captured payment commitment from clients whilst following defined Service Level Agreements.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Exceeded collection target goals with assertive communication and negotiation skills.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
Tax officer
Inland Revenue
Leicester, Leicestershire
10.2004 - 12.2005
- Processing tax credit benefit applications
- Tax credit fact finding from applicants and discrepancy solving
- Calculating and assessing income and eligibility
- Investigating applications for potential fraud or passing them as checks complete.
- Liaised with internal teams for accurate financial reporting, leading to more precise tax calculations.
- Managed multiple deadlines simultaneously while maintaining high quality work standards.
Education
CELTA - Teaching of English as a Foreign Language
University of Leicester
Leicester 08.2020 - 07.2021
SCITT - Teaching
Leeds Trinity University
Leeds 09.2009 - 07.2010
Bachelor of Science - Business Information Technology
De Montfort University
Leicester 08.2003 - 07.2007
A-Level - Law
Gateway College
Leicester 08.1999 - 07.2002
AVCE - ICT
Gateway college
Leicester 08.1999 - 07.2002
AS Level - Sociology
Gateway College
Leicester 09.1999 - 07.2002
AS Level - Psychology
Gateway College
Leicester 09.1999 - 07.2002
GCSEs - x10 Including Mathematics, English Literature and Language
Judgemeadow Community College
Leicester 08.1994 - 07.1999
Skills
- Time management
- Use of ICT including Microsoft Word, PowerPoint and Excel
- Use of zoom meeting app
- Using and understanding sales ledger tools
- Business intelligence tools
- Project management
- Customer Service
- Data Entry
- Calm under pressure
- Technical support
- Purchasing and procurement
- Effective workflow management
- Exceptional telephone etiquette
- Negotiation expert
Languages
English
Native
Urdu
Native
Punjabi
Native
Hindi
Fluent
Gujarati
Elementary
French
Beginner
Affiliations
- Football
- Cricket
- DIY property renovation
- Sports cars
- Music
References
References available upon request.
Timeline
CELTA - Teaching of English as a Foreign Language
University of Leicester
08.2020 - 07.2021
Senior customer service manager
Zidans Bargains
04.2020 - Current
Account manager
British Gas
11.2013 - 03.2020
Order controller
BSS Group
10.2011 - 10.2013
Credit controller
BSS Group
10.2009 - 10.2011
SCITT - Teaching
Leeds Trinity University
09.2009 - 07.2010
Collections advisor
Halifax Bank
09.2007 - 01.2009
Collections advisor
Royal Bank of Scotland
12.2005 - 07.2007
Tax officer
Inland Revenue
10.2004 - 12.2005
Bachelor of Science - Business Information Technology
De Montfort University
08.2003 - 07.2007
AS Level - Sociology
Gateway College
09.1999 - 07.2002
AS Level - Psychology
Gateway College
09.1999 - 07.2002
A-Level - Law
Gateway College
08.1999 - 07.2002
AVCE - ICT
Gateway college
08.1999 - 07.2002
GCSEs - x10 Including Mathematics, English Literature and Language
Judgemeadow Community College
08.1994 - 07.1999
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