Summary
Overview
Work history
Education
Skills
References
Timeline
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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
10.2024 - 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
07.2024 - 10.2024
  • 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
06.2023 - 11.2023
  • 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
06.2022 - 03.2023
  • 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
03.2022 - 06.2022
  • 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
07.2021 - 07.2024

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

References

References available upon request.

Timeline

SENIOR CLIENT SERVICE REPRESENTATIVE

EQUIFAX
10.2024 - Current

CLIENT SERVICE ADVISOR

EQUIFAX
07.2024 - 10.2024

MORTGAGE SERVICE ADVISOR

Computershare
06.2023 - 11.2023

Customer service representative

TTEC
06.2022 - 03.2023

Accounts assistant ( WORK EXPERIENCE)

AJ MALIK & CO
03.2022 - 06.2022

Bachelor of Science - ACCOUNTING AND FINANCE

University of Bradford
07.2021 - 07.2024

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