Years of experience within customer service
Hi, I’m
Tahmid Zaman
London
Summary
Dedicated and accomplished Customer Service Representative with 6+ years of customer service experience within dynamic, fast-paced telephony and customer-facing environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction.
Overview
7
12
Years of experience using Adobe Master Suite
Work History
IntrumReigate, Surrey
Customer Service Representative
04.2022 - 09.2022
Job overview
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Maintained compliant documentation on in-house software for reliable company records.
- Participated in regular training to maintain up-to-date knowledge on company products and policies, as well as regulations within the finance industry.
- Adhered strictly to policies and procedures, namely GDPR, for continued company compliance.
- Provided warm, positive customer care from the first point of contact, to picking up transferred calls from other departments.
- Managed 37 to 82+ daily calls in a fast-paced call centre environment.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
TescoLondon
Team Leader/Supervisor
11.2016 - 09.2018
Job overview
- Maintained strict adherence to corporate guidelines and metrics, promoting safe, compliant working environments.
- Set and managed operational schedules with proper coverage to meet customer service demands.
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Reviewed and assessed operations performance, developing initiatives for continuous process improvement.
- Coordinated strategic project workflows to enable smooth, timely task delivery and completion.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Interviewed, hired and trained employees on procedures and requirements, maintaining competent, high-performing teams.
- Reviewed accuracy and compliance of internal documentation, maintaining reliable and precise business records.
- Offered instruction, coaching and motivation for enhanced team morale.
- Planned, organised and monitored resources for efficient use of labour, equipment and materials.
- Kept accurate, detailed records of personnel progress, recommending training to aid continued development.
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
- Increased team productivity through effective staff planning, coordination and task delegation.
- Held daily meetings to ensure consistent communication and team motivation towards productivity goals.
- Organised and led monthly department meetings, enabling reflective analysis to identify growth opportunities.
- Fostered positive employee relationships through communication, training and coaching.
- Created and implemented strategies for improved operational efficiency, maximising profit potential.
- Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
- Trained and led talented teams to surpass objectives, consistently exceeding KPI targets.
- Maintained clean, organised working areas to create positive, productive environments with minimal risk.
- Introduced team incentives and competitions to enhance department productivity and morale.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Developed diligent staff training and mentorship programmes, incentivising accomplished new starters to contribute to positive team results.
Imli-LoungeNorthampton, Northamptonshire
Restaurant Waiter
08.2014 - 12.2015
Job overview
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Supported restaurant set-up, cleaning and preparations, readying appropriately for first customer arrivals.
- Checked menus to verify current selection availability, updating accordingly to avoid customer disappointment.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Provided attentive, professional front-of-house service by checking reservations and showing guests to correct tables.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Used appropriate sanitising and cleaning products to maintain hygienic kitchen and food preparation areas.
- Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
- Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
- Advised guests on menu selections, ordering processes and facilities locations, optimising customer comfort.
- Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
- Kept guest tables neat and tidy by regularly clearing away dirty dishes and used glasses and wiping down surfaces.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Managed timing standards in food deliveries to minimise delays.
- Verified ID of customers to determine eligibility for consumption of alcoholic beverages.
- Informed customers regarding ingredients used to address allergy and dietary issues.
- Delivered food and drinks from kitchen to respective tables to meet timely expectations.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Opened, poured and served alcoholic and non-alcoholic beverages.
- Practiced healthy and safety measures to comply with regulations.
Education
Kensington and Chelsea CollegeLondon
Diploma of Higher Education from Creative Media
09.2013 - 07.2024
City of Westminster CollegeLondon
Diploma of Higher Education from Engineering
09.2011 - 07.2013
Westminster City SchoolLondon
GCSEs from Mathematics
09.2008 - 07.2013
Westminster City SchoolLondon
GCSEs from Double Award Science
09.2008 - 07.2013
Westminster City SchoolLondon
GCSEs from English
09.2008 - 07.2013
Westminster City SchoolLondon
GCSEs from Art
09.2008 - 07.2013
Westminster City SchoolLondon
GCSEs from Religious Studies
09.2008 - 07.2013
Westminster City SchoolLondon
Certificate of Higher Education from Information Technology
09.2008 - 07.2013
Westminster City SchoolLondon
GCSEs from Geography
09.2008 - 07.2013
Skills
- Excellent telephone manners
- Complaint handling
- Outstanding customer service
- Creative problem solving
- Customer loyalty building
- Adaptive team player
- Written and verbal communication skills
- 97 wpm typist
- IT proficient
- Expertise on multiple IT systems
Languages
English
Native
Bengali
Fluent
Spanish
Elementary
Arabic
Elementary
Russian
Beginner
Timeline
Customer Service Representative
Intrum
04.2022 - 09.2022
Team Leader/Supervisor
Tesco
11.2016 - 09.2018
Restaurant Waiter
Imli-Lounge
08.2014 - 12.2015
Kensington and Chelsea College
Diploma of Higher Education from Creative Media
09.2013 - 07.2024
City of Westminster College
Diploma of Higher Education from Engineering
09.2011 - 07.2013
Westminster City School
GCSEs from Mathematics
09.2008 - 07.2013
Westminster City School
GCSEs from Double Award Science
09.2008 - 07.2013
Westminster City School
GCSEs from English
09.2008 - 07.2013
Westminster City School
GCSEs from Art
09.2008 - 07.2013
Westminster City School
GCSEs from Religious Studies
09.2008 - 07.2013
Westminster City School
Certificate of Higher Education from Information Technology
09.2008 - 07.2013
Westminster City School
GCSEs from Geography
09.2008 - 07.2013
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