Usman Shafiq
Leeds,United Kingdom
Summary
Motivated and analytical Accounting & Finance graduate with strong experience in client service, issue resolution, and cross functional collaboration. During university, I took an Artificial Intelligence module, which I thoroughly enjoyed and achieved a First in. This further developed my interest in technology and inspired me to pursue a technical career. I want to pivot into a technical role and have a passion for software systems, cloud platforms, and customer-focused IT deployments. Proven ability to interpret technical documentation, manage incident lifecycles, and work effectively with internal IT and service teams. Seeking to build a career in software deployment and support, with a long-term goal of becoming a specialist in system migrations and cloud technologies.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work history
SENIOR CLIENT SERVICE REPRESENTATIVE
EQUIFAX
Leeds
2024.10 - Current
- Provided support to high-value clients, including resolving complex technical and service-related queries.
- Collaborated with IT Service Management to raise and monitor technical incidents, ensuring consistent updates to clients.
- Reviewed system billing and invoice data, identifying discrepancies and using Excel for error analysis.
- Documented resolutions and created technical FAQs to reduce repeat service tickets by 20%.
- Acted as Subject Matter Expert (SME) on Open Banking issues, troubleshooting data discrepancies and platform access.
- Assisted internal teams with process mapping and data analysis, contributing to improved deployment workflows.
CLIENT SERVICE ADVISOR
EQUIFAX
Leeds
2024.07 - 2024.10
- Handled technical client issues via phone/email, achieving a high rate of first-contact resolution.
- Managed and tracked system issues using internal ticketing tools, collaborating with back-end IT teams.
- Communicated technical fixes clearly to non-technical users, improving client satisfaction.
- Developed internal training documents and process flows for technical issue resolution.
- Optimised communication channels for efficient client interactions.
MORTGAGE SERVICE ADVISOR
Computershare
Skipton, North Yorkshire
2023.06 - 2023.11
- Entered and managed sensitive data into internal systems and lender portals.
- Liaised with solicitors and clients to resolve application system queries and documentation mismatches.
- Followed strict regulatory protocols (FCA) while supporting IT-led mortgage processing.
- Reviewed and submitted mortgage applications through structured workflows.
Customer service representative
TTEC
LEEDS
2022.06 - 2023.03
- Supported financial and crypto-related customer accounts for a digital card provider.
- Identified and prevented fraud by analysing transactional patterns and reporting suspicious activity.
- Escalated technical issues to the relevant IT channels and followed through to resolution.
- Streamlined processes through efficient record keeping.
- Offered technical support, leading to enhanced user experience.
- Trained new hires for improved productivity and efficiency on the job floor.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Accounts assistant ( WORK EXPERIENCE)
AJ MALIK & CO
LEEDS
2022.03 - 2022.06
- Managed data input and financial reconciliation using Sage 50.
- Supported preparation of financial reports including cash flow, balance sheets, and VAT returns.
- Cross-checked data accuracy and flagged inconsistencies for resolution.
- Assisted in monthly closings, ensured timely completion of tasks.
- Liaised with clients regarding overdue payments, facilitated swift resolution of issues.
- Completed daily and monthly bank reconciliations and noted any discrepancies.
- Prepared Excel spreadsheets to track banking transactions and financial performance.
Education
Bachelor of Science - ACCOUNTING AND FINANCE
University of Bradford
Bradford 2021.07 - 2024.07
Skills
Microsoft Excel (Advanced), Word, PowerPoint, Google Sheets
Basic understanding of Microsoft SQL Server and relational databases
Exposure to incident management systems and CRM tools
Familiarity with Java-based applications and IIS concepts
Strong communication, problem-solving, and client relationship management
Interest in cloud platforms such as Microsoft Azure
Confident in following and creating technical documentation
Timeline
SENIOR CLIENT SERVICE REPRESENTATIVE
EQUIFAX
2024.10 - Current
CLIENT SERVICE ADVISOR
EQUIFAX
2024.07 - 2024.10
MORTGAGE SERVICE ADVISOR
Computershare
2023.06 - 2023.11
Customer service representative
TTEC
2022.06 - 2023.03
Accounts assistant ( WORK EXPERIENCE)
AJ MALIK & CO
2022.03 - 2022.06
Bachelor of Science - ACCOUNTING AND FINANCE
University of Bradford
2021.07 - 2024.07