Ziaul Haque
Newcastle Upon Tyne
Summary
Dynamic and detail-oriented professional with extensive experience in call handling, administration, and contract negotiation. Demonstrates proficiency in B2B relationship building, pipeline management, and CRM systems. Skilled in cold calling, prospecting, and maintaining confidentiality with a strong focus on data integrity. Possesses excellent communication skills in multiple languages and excels in Microsoft Office applications. Committed to effective meeting coordination and collaborative teamwork to achieve organisational goals.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
9
9
years of professional experience
Work history
Commercial Utility Consultant
National Utility Hub
Newcastle upon Tyne
2025.03 - 2026.06
- Advise commercial clients across multiple sectors on energy, water, and waste procurement strategies, delivering whole-of-market consultancy to identify cost-saving opportunities.
- Engage new business prospects through targeted outreach, positioning clients ahead of rising pass-through charges including TNUoS uplifts and the incoming Nuclear RAB levy.
- Support clients through the Half Hourly Settlement rollout, ensuring that billing and consumption implications for their business was understood.
- Manage the full contract lifecycle from initial audit and tender to supplier negotiation and contract execution.
- Build and maintain a pipeline of SME and corporate clients, conducting needs assessments and presenting bespoke utility solutions.
- Consistently self-generate new business through cold calling and referral networks, operating with a hunter mentality in a target-driven environment.
- Conduct thorough bill validation and consumption analysis to build compelling, data-led business cases that accelerate client decision-making.
- Develop trusted advisor relationships with key decision-makers, including finance directors and operations managers, reducing client churn and generating upsell opportunities across water and waste services.
- Improved post-sale satisfaction and repeat business through coordinated onboarding and handover.
- Exceeded monthly KPIs, increasing pipeline value and contracts secured toward revenue targets.
- Improved conversion from cold outreach to signed contracts by progressing prospects systematically.
- Enhanced client understanding of market trends, leading to informed decision making.
ESA Advisor
Department of Work and Pension
2025.06 - 2026.02
- Assessed entitlement to Employment and Support Allowance (ESA) by meticulously reviewing claimant forms, supporting medical evidence, and previous decision history.
- Owned claimants fact-finding interviews, collecting information on health impacts for work capability.
- Provided accurate, evidence-based recommendations by analysing information against ESA legislation and WCA descriptors.
- Improved decision-making quality by providing comprehensive, well-documented advisory reports with clear justifications.
- Maintained an organised and high-volume caseload, consistently meeting departmental targets for quality and timeliness.
- Liaised effectively with Healthcare Professionals, Jobcentre Plus staff, and other third parties to gather and verify information.
- Provided clear and compassionate explanations to claimants about the assessment process and subsequent outcomes, handling sensitive conversations with tact and diplomacy.
- Kept up-to-date with frequent changes to DWP policy, procedure, and guidance to ensure advisory practice remained fully compliant.
Training Partner
AA Acquisitions (BT)
2024.06 - 2025.05
- Delivered direct-to-consumer sales presentations to residential clients, promoting BT broadband and telecom services across the UK.
- Built rapport with customers quickly in high pressure, face-to-face environments, often handling objections and closing sales independently.
- Maintained up-to-date knowledge of BT’s offerings to align customer needs with product features.
- Mentored new recruits during their onboarding process, shadowing sessions, and field training to accelerate their learning curve.
- Worked as part of a fast-paced team, attending daily performance meetings and adapting strategies to improve lead conversion.
- Managed route planning, client engagement, and territory coverage to meet daily and weekly KPIs.
- Operated as an independent contractor, demonstrating self-motivation and time management.
- Consistently exceeded daily sales targets in highly competitive regions.
- Recognised for strong communication and customer persuasion skills during onboarding and training sessions.
- Adapted to diverse geographic and demographic territories while maintaining client satisfaction.
- Developed resilience, persistence, and goal-orientation in a high-volume, commission-based sales role.
Curriculum Administrator
Newcastle College
2023.06 - 2023.09
- Oversee daily office operations, including maintaining supplies, handling correspondence, and organizing files to support the academic objectives.
- Prepare and edit academic documents, reports, and presentations, ensuring accuracy and attention to detail.
- Coordinate and schedule faculty, staff, and student meetings, appointments, and events, optimizing time management.
- Handle incoming calls and emails from students, faculty, and staff, directing inquiries to the appropriate departments and providing helpful information.
- Maintain and update student and faculty databases, ensuring all data is accurate and confidential.
- Assist in preparing departmental budgets, tracking expenses, and generating financial reports.
- Provided informal guidance to new administrative staff, helping them navigate scheduling tools and departmental procedures.
- Took initiative in training a summer intern, ensuring they were equipped to contribute effectively to the team.
- Handled confidential documents discreetly, upheld highest level of professionalism at all times.
- Maintained accurate student records for seamless academic progress tracking.
- Coordinated with faculty, improved communication and understanding of curriculum changes.
- Ensured meticulous attention to accuracy in enrolling new students and updating relevant registers.
- Used outstanding communication skills to professionally handle incoming phone calls and emails.
Customer Service Agent
Concentrix, Uber Eats
2022.06 - 2022.09
- Demonstrated prompt, professional responses to customer inquiries by phone, email, chat.
- Provided support to Uber Eats customers, addressing concerns related to orders, delivery status, refunds, and general inquiries, ensuring a positive customer experience.
- Utilized strong problem-solving abilities to identify and resolve complex issues, escalating them to the appropriate teams when necessary, and ensuring timely resolutions.
- Developed an in-depth understanding of Uber Eats policies, procedures, and systems, effectively communicating them to customers to ensure compliance and satisfaction.
- Improved service quality by coordinating order fulfillment, resolving disputes, and optimizing workflows.
- Supported new hires by explaining internal systems, tools, and common call scenarios.
- Acted as senior peer advisor, providing floor support and escalation resolution guidance.
Call Handler, Integrated COVID Hub North East
NHS (Band 4)
2021.09 - 2022.03
- Completing telephone interviews of COVID-19 cases to gather information to support further investigation of possible sources of infection.
- Collaborate to support a resilient system across 12 Local Authorities to ensure an effective and flexible response to emerging and changing demands.
- Providing advice on self-isolation or quarantine to cases in accordance to national guideline.
- Maintained strict confidentiality and compliance with the Data Protection Act, safeguarding personal data and ensuring privacy and security.
- Maintaining a good working knowledge of the COVID-19 guidance issued by Public Health England.
- Accurately document all conversations contacts within the Contact Tracing and Advice Service database.
- Contributed to peer learning by sharing updated NHS guidance and best practices across the team.
- Achieve timely case escalation during COVID-19 outbreaks by coordinating local authorities referrals.
- Showcased excellent problem-solving skills for effective issue resolution.
- Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
- Building a rapport with those who are COVID 19 cases and their contacts.
- Promoting and enhancing the image of Contact Tracing service at all times.
Customer Service Advisor
SharkNinja, SITEL
2021.06 - 2021.09
- Presenting a professional and friendly first impression of the company to all visitors and clients.
- Dealing with various queries such as payments and billings over the phone.
- Adapting to many different situations and liaising with clients.
- Managing incoming phone calls and mail.
- Building a rapport with customers.
- First time resolutions to customer queries.
- Talking within a professional manner with clients and customers whilst keeping patience.
- Quality control when dealing with queries.
Classroom Teaching Assistant
Kumon, High Gosforth
2017.04 - 2020.01
- Advanced tutoring for the students above standard schoolwork ensuring better grades.
- Started off as a volunteer.
- Helping children reach academic goals.
- Keeping things organised in the classroom.
- Adapting to academic situations.
- Recording and marking work in limited time.
- Dealing with queries surround the students’ parents.
- Team leader of the group making sure everything is done promptly and according to the high standards of Kumon.
Junior Admin Assistant
Broadway Medical Centre
2018.05 - 2018.10
- Part of work experience enquired by myself.
- Developed real life working skills at a young age.
- Able to speak to patients and adapt to new situations in the workplace.
- Able to understand the professionalism required to succeed in the workplace.
- Perform daily tasks and thrive under pressure of the working environment.
- Gained the confidence to go out and apply for jobs at such a young age.
Education
GCSE's -
Gosforth Academy
Newcastle upon TyneA level - Biology, Chemistry, Mathematics
Gosforth Academy
Newcastle upon TyneSkills
- Multi-lingual
- Call handling and admin experience
- Contract negotiation and documentation
- B2B relationship building and pipeline management
- Cold calling & prospecting
- Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint
- Strong communication abilities with verbal and written expertise
- Reliable data entry and database management
- Accurate document preparation and editing
- Experience with educational, government, and CRM systems
- Excellent time management and multitasking abilities
- Maintaining to confidentiality and data integrity
- Ability to handle sensitive information with discretion
- Strong problem-solving skills and attention to detail
- Ability to work collaboratively in team environments
- Thorough industry knowledge
References
References are available upon request.
Hobbies & Interests
I like to be very academically challenged and I can adapt to any situation, I am the type of person like loves to be involved in some type of work, during my spare time., I like to socialise in my spare time and do physical activities such as play football and going to the gym.
Personal Qualities
- Drive & Resilience: Having worked in commission-based and target-driven roles from a young age, I have developed a genuine tolerance for rejection and the ability to stay motivated through challenging periods. I hold myself to high personal standards without needing external pressure.
- Reliability and Responsibility: I have an excellent attendance record throughout my education and employment. All my work experience has demanded high standards of accuracy, confidentiality, and care. I take ownership of my responsibilities and can be trusted to deliver consistently without close supervision.
- Flexibility: In each setting I have adapted quickly to new environments, systems, and demands. I am willing to go above and beyond to ensure tasks are completed to the highest standard, whether that means staying on top of a busy pipeline or stepping in to support colleagues.
- Communication: Working from a young age has shown that I can communicate and relate with a wide age and ability range. I am confident communicating across a wide range of ages, backgrounds, and seniority levels. I am comfortable in cold call environments, face-to-face client meetings, and formal written communication, and I thrive when making a strong first impression. I adapt my tone, pace and approach instinctively depending on who I am speaking to.
- Teamwork: I am able to work with different people. Being part of a team has taught me the importance of communicating with others and listening to the ideas to make fully understood decisions to advance us into a higher level of communication.
- Information Communications Technology: I have a working knowledge of a range of Microsoft applications, including Word, PowerPoint, and Excel. I regularly use the internet for research and use Excel to store, organise and manipulate data.
Languages
Bengali
Fluent
Affiliations
- Football
- Gym training
Timeline
ESA Advisor
Department of Work and Pension
2025.06 - 2026.02
Commercial Utility Consultant
National Utility Hub
2025.03 - 2026.06
Training Partner
AA Acquisitions (BT)
2024.06 - 2025.05
Curriculum Administrator
Newcastle College
2023.06 - 2023.09
Customer Service Agent
Concentrix, Uber Eats
2022.06 - 2022.09
Call Handler, Integrated COVID Hub North East
NHS (Band 4)
2021.09 - 2022.03
Customer Service Advisor
SharkNinja, SITEL
2021.06 - 2021.09
Junior Admin Assistant
Broadway Medical Centre
2018.05 - 2018.10
Classroom Teaching Assistant
Kumon, High Gosforth
2017.04 - 2020.01
GCSE's -
Gosforth Academy
A level - Biology, Chemistry, Mathematics
Gosforth Academy