Yamon Aman
Luton,Central Bedfordshire
Summary
Highly motivated and versatile professional with extensive experience in complaints handling, customer service, fraud detection, and team leadership. Known for delivering exceptional customer experiences, resolving complex issues, and building lasting relationships with clients. Fluent in English, Italian, and Bengali, with a strong ability to communicate across diverse cultures. Adept at utilizing advanced technology and data-driven solutions to optimize performance and ensure operational excellence. Proven track record of exceeding targets, improving processes, and driving organizational growth. Passionate about delivering results in fast-paced, customer-centric environments, and committed to continuous improvement and professional development.
Overview
5
5
years of professional experience
Work History
Complaints Handler
TSYS
Milton Keynes, Buckinghamshire
01.2024 - Current
- Identified recurring issues through analysis of complaint data, enabling the implementation of targeted improvements to reduce complaints by 10%.
- Streamlined complaint escalation and resolution processes by establishing and maintaining productive relationships with internal business units and partners.
- Delivered training sessions for new team members on effective complaint resolution and customer communication.
- Conducted detailed audit trails in company systems for various cases and maintained comprehensive case documentation to facilitate swift resolutions.
- Consistently exceeded key performance indicators, including resolution time, customer satisfaction ratings, and accuracy of case documentation.
- Fostered customer trust and loyalty by communicating complaint status transparently, resolving issues reported within stipulated timelines and soliciting feedback for service delivery improvement.
Fraud Analyst
TSYS, Virgin Money
Milton Keynes, Buckinghamshire
09.2023 - 12.2023
- Leveraged high-risk data from various systems to detect fraud, protecting customers from financial crimes.
- Analysed financial data for irregularities and reviewed suspicious transactions for fraud prevention.
- Maintained customer confidence through professional investigation techniques.
- Monitored real-time transactions to identify suspicious activities, ensuring swift action to mitigate risks.
- Identified emerging fraud trends and advised leadership on potential threats and prevention strategies.
Customer Service Supervisor
TSYS, Virgin Money
Milton Keynes, Buckinghamshire
06.2023 - 09.2023
- Closely monitored team performance, identifying improvements and providing extra training to underachievers.
- Mentored new hires and facilitated knowledge-sharing sessions to ensure team cohesion and knowledge consistency.
- Managed the resolution of complex or high-priority customer issues, ensuring positive outcomes and continued customer loyalty.
- Managed department schedules to maximize coverage during peak hours.
- Acted as the primary escalation point for complex customer issues, handling difficult situations with professionalism and ensuring timely resolution.
Customer Service Agent
TSYS, Virgin Money
Milton Keynes, Buckinghamshire
02.2023 - 06.2023
- Delivered exceptional customer service to grow business, resolve issues and maximize customer experience.
- Offered clients product advice, increasing customer satisfaction.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Consistently went extra mile to achieve customer satisfaction.
Shop Assistant
Max Spielmann
Luton, Central Bedfordshire
06.2022 - 02.2023
- Opened and closed store by completing security, cleaning and financial checklists.
- Calculated product prices and processed payments accurately, returning change for cash remittances and issuing receipts for audit purposes.
- Maintained comprehensive brand and product knowledge to maximize sales opportunities and meet set targets.
- Met sales targets through proactive promotion and excellent customer service.
- Handled customer returns, refunds and exchanges at customer service desk.
- Assessed customer product budget and requirements through consultations.
Food Delivery Driver
La Dolce Vita
Luton, Central Bedfordshire
04.2021 - 04.2022
- Collected cash, debit or credit payments for delivered items, providing receipts and obtaining signatures.
- Provided an outstanding takeaway experience through great customer service, ensuring prompt, safe and high-quality delivery of food to customers.
- Reported feedback to restaurant Manager to facilitate process and service improvements.
- Ensured correct orders were collected from restaurants upon arrival to minimize customer dissatisfaction.
- Consistently met high customer expectations through efficient, accurate delivery service.
- Maintained safe driving record by observing all road rules, remaining cautious and alert in unfamiliar areas and keeping control of vehicle at all times.
- Operated with safety and skill to avoid accidents or delivery delays, protecting both company and customer interests.
Warehouse Operative
Amazon
Milton Keynes, Buckinghamshire
11.2020 - 01.2021
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
- Optimised storage areas to maximise access and meet the needs of different types of products with specific weight, size or shape concerns.
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
- Minimised product damage, consistently verifying goods were correctly handled and stored to task specifications.
- Performed all duties safely and efficiently, in line with safety rules for best working practices.
- Reported issues and damages to Manager to ensure swift and efficient resolutions.
- Accurately and efficiently picked and dispatched products, exceeding time and accuracy targets.
Pizza Delivery Driver
Domino's
Luton, Bedforshire
04.2020 - 10.2020
- Answered calls, gathered orders and contact information to deliver multiple pizzas daily.
- Handled customer complaints calmly and professionally, reporting issues back to management for swift resolution.
- Maintained flexible schedule to take on additional hours during busy periods.
- Upheld positive brand image by demonstrating outstanding customer service skills throughout delivery process.
- Evaluated customer needs and determined appropriate action, referring questions to management when necessary.
- Minimized complaints by ensuring ongoing communication with customers and promptly advising of schedule changes.
Education
Bachelor of Science - Economics and Business Finance
Brunel University London
A-Levels - Business, Sport, Italian
The Forest Academy
GCSE -
The Forest Academy
Skills
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Transactions Monitoring System
- Customer Relationship Management
- Conflict Resolution & Complaint Handling
- Problem-Solving & Critical Thinking
- Strong Written and Verbal Communication
- Fluent in Italian, Bengali and English
Timeline
Complaints Handler
TSYS
01.2024 - Current
Fraud Analyst
TSYS, Virgin Money
09.2023 - 12.2023
Customer Service Supervisor
TSYS, Virgin Money
06.2023 - 09.2023
Customer Service Agent
TSYS, Virgin Money
02.2023 - 06.2023
Shop Assistant
Max Spielmann
06.2022 - 02.2023
Food Delivery Driver
La Dolce Vita
04.2021 - 04.2022
Warehouse Operative
Amazon
11.2020 - 01.2021
Pizza Delivery Driver
Domino's
04.2020 - 10.2020
Bachelor of Science - Economics and Business Finance
Brunel University London
A-Levels - Business, Sport, Italian
The Forest Academy
GCSE -
The Forest Academy
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