Vijay Singh
Manchester
Summary
Results-driven professional experienced in managing high-stakes situations, including large-scale complaints, high-value sales, and legal claims. Demonstrated ability to communicate clearly and make astute deductions, while actively pursuing learning opportunities to enhance role effectiveness and operational efficiency. Committed to project completion through personal discipline and a strong sense of accountability.
Overview
7
7
years of professional experience
Work History
Complaints Handler
Starling Bank
02.2024 - Current
- Working independently to handle a rapidly moving pipeline of customers, assessing each complaint in detail, contacting Business, Personal, and Sole Trader customers to locate their frustrations and doing what we can to put them right
- Handling multiple varied and nuanced queries from vulnerable customers and working flexibly to help accommodate all shareholders
- Due to positive and consistent performance, received additional training to handle cases related to Card Disputes and Financial Crime Investigations, managing complicated cases in line with legal, regulatory, and internal guidelines, taking a vast array of applicable laws and rulings into account
- Drafting comprehensive, detailed, and concise Final Response Letters, ensuring that highly technical concepts, important financial processes, and commercially sensitive data are explained clearly
- Reviewing and judging internal processes and the level of service the bank has provided, and using our own experience to issue process-driven feedback, and financial redress
Trade and Client Services
Barclays
12.2021 - 01.2024
- Guided business clients in application and management of performance guarantees, financial guarantees, and duty deferment bonds, facilitating transactions valued from thousands to tens of millions (GBP).
- Overseeing complex needs from customers of all sizes and ensuring they are dealt with promptly and completely, adhering to a high degree of financial and legal compliance and managing time pressures
- Acted as ongoing point of contact for urgent issues, escalated to appropriate parties using initiative and judgement, liaising across management structure to address and prevent active fraud attempts.
- Managing a vast array of queries from Barclays Business Customers relating to Standby Letters of Credit, legal obligations, business logistics and globally restricted jurisdictions
Financial Advice
Barclays
03.2021 - 12.2021
- Supported financially and emotionally vulnerable Barclays Personal customers in managing financial difficulties affecting essential bills and personal lives
- Trained colleagues on handling processes and supporting struggling or suicidal customers, enhancing the customer journey
- Achieved compliance and quality benchmarks, ensuring positive stakeholder outcomes
Outbound Sales Consultant
Virgin Media
10.2020 - 03.2021
- Cold called customers, assessed needs, pitched products, and closed sales at first point of contact
- Sold and upsold to customers throughout sales process, negotiated prices and discounts, managed provider switches and ensured installations met customer expectations
Open-Source Specialist
Hays
08.2019 - 12.2019
- Built a strong network of returning candidates through a variety of outreach strategies, from LinkedIn campaigns to attending and hosting Web Meetups
Associate Recruitment Consultant
Corecom Consulting
01.2019 - 07.2019
- Billed £43,000 in 5 months by placing senior and junior level IT candidates with Corecom.
Education
BA (Honours) - English and American Literature
Manchester Metropolitan University
01-2016
4 A-levels - English Lit, English Lang, Critical Thinking, Sociology
Stretford Grammar School & 6th Form
01-2013
Skills
- Complaint resolution
- Customer relationship management
- Regulatory knowledge
- Process improvement
- Workload management
- Efficiency
- Analytical thinking
- Adaptive problem solving
Personal Information
I'm a husband, a father and a homeowner; I'm in it for the long haul and financial security for my family is a driving motivator for me.
My max bench press is 100kg - I doubt it will help me career-wise and if anything it only frustrates customers when I tell them, but it's a personal goal I set for myself and hit faster than I expected.
British by birth, Indian by heritage, big tea drinker as a result.
Timeline
Complaints Handler
Starling Bank
02.2024 - Current
Trade and Client Services
Barclays
12.2021 - 01.2024
Financial Advice
Barclays
03.2021 - 12.2021
Outbound Sales Consultant
Virgin Media
10.2020 - 03.2021
Open-Source Specialist
Hays
08.2019 - 12.2019
Associate Recruitment Consultant
Corecom Consulting
01.2019 - 07.2019
BA (Honours) - English and American Literature
Manchester Metropolitan University
4 A-levels - English Lit, English Lang, Critical Thinking, Sociology
Stretford Grammar School & 6th Form