TAHER JIVANJI
Leicester
Summary
Accomplished professional with expertise in customer service, performance coaching, and training delivery. Demonstrates exceptional workflow management and team leadership skills. Proficient in stakeholder and colleague engagement, with strong verbal and written communication abilities. Adept at creative problem-solving with a keen attention to detail. Highly computer literate and effective in time management.
Overview
20
20
years of professional experience
2013
2013
years of post-secondary education
Work History
L&D Trainer
HASTINGS DIRECT
01.2024 - 01.2025
- Designed and facilitated training programs for induction groups (10+), tracking return on ROI, providing reports and collaborating with L&D and HR to improve onboarding
- Delivered training and coaching sessions to enhance team performance & colleague understanding including practical system applications (Guidewire, CXone, E-learning) across 3 locations including overseas to South Africa (in-person & virtual)
- Spearheaded change in cross-departmental collaboration between customer facing and L&D colleagues by analysing data and highlighting areas of success and areas of improvement for the learning experience
- Managed high-volume calls (300+) within retail and claims while ensuring compliance with FCA regulations and meeting AHT, KPI, and SLA targets
- Monitored and tracked areas off discrepancies across policies to highlight risks against liability, indemnity & fraud working closely with relevant teams & third parties i.e. Police, emergency services and third party insurers
- Facilitated weekly huddles with management and stakeholders to review team performance and align on targets and updates
- Resolved escalated complaints efficiently, following established protocols to enhance customer experience and satisfaction
Non-Direct handler
HASTINGS DIRECT
01.2024
FNOL claims handler
HASTINGS DIRECT
03.2023 - 11.2023
Team leader
HASTINGS DIRECT
11.2021 - 03.2023
Performance coach & Line Trainer
HASTINGS DIRECT
02.2020 - 11.2021
Customer Service & Retentions Specialist
HASTINGS DIRECT
05.2018 - 02.2020
International Advisor & Department Coach
NEXT PLC
01.2010 - 12.2017
- Effectively managed a high volume of inbound and outbound calls alongside emails and web chats worldwide across 72 countries
- Worked alongside technical support and accounts investigation (fraud) to identify technical issues and solutions to improve customer experience and prevent fraudulent sales by analysing trigger points
- Identified chronic customer issues by creating and maintaining customer complaint logs providing first contact resolution, resulting in satisfactory survey results between 90-100% by QA standards
- Provided external support in a supervisory role and delivered training across 2 different business sites including overseas to Pune, India
Shop Manager
TNA DIY & HARDWARE
01.2005 - 12.2007
- Managed store front including and up to day-to-day business running and stock check/inventory
Education
Edexcel Level 2 BTEC First Certificate - Business Studies
Loughborough College
GCSEs - 9 GCSEs including English & Maths
Rushey Mead Secondary School
01.2002 - 01.2007
Skills
- Customer service
- Performance coaching
- Training delivery and presentation
- Team leadership
- Exceptional workflow management
- Strong verbal & written communication skills
- Creative problem solver with attention to detail
- Interpersonal skills - Proficient in stakeholder & colleague engagement
- Time management
- Computer literate
Accomplishments
- Accelerated to an L&D claims trainer role in less than a year after transitioning from a retail position to a claim’s role.
- Exceeded departmental targets within L&D of achieving a confidence rating of 4.2 / 5, an NPS of 50+ and a satisfactory rating of 95% from training sessions within the 1st year.
- Delivered training to over 300 colleagues to boost departmental needs increasing productivity across multiple areas of retail and insurer services.
- Achieved consistent retention rates of 80%+ for renewals across 4 years with a set target of 75%.
Additional Information
Full UK driving license., Microsoft complete excel diploma – In progress, Certificate programme in L&D UDEMY – In progress, Train the trainer - course completed through B-learning, Coaching for success - course completed through B-learning
Personal Information
Hobbies: I enjoy socialising, exploring diverse cuisines, travelling, and sports such as football and F1., I actively participate in volunteer work at my local mosque and contribute to charitable drives too whilst maintaining a balanced lifestyle with my family.
References
References available upon request.
Timeline
L&D Trainer
HASTINGS DIRECT
01.2024 - 01.2025
Non-Direct handler
HASTINGS DIRECT
01.2024
FNOL claims handler
HASTINGS DIRECT
03.2023 - 11.2023
Team leader
HASTINGS DIRECT
11.2021 - 03.2023
Performance coach & Line Trainer
HASTINGS DIRECT
02.2020 - 11.2021
Customer Service & Retentions Specialist
HASTINGS DIRECT
05.2018 - 02.2020
International Advisor & Department Coach
NEXT PLC
01.2010 - 12.2017
Shop Manager
TNA DIY & HARDWARE
01.2005 - 12.2007
GCSEs - 9 GCSEs including English & Maths
Rushey Mead Secondary School
01.2002 - 01.2007
Edexcel Level 2 BTEC First Certificate - Business Studies
Loughborough College
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