Saeed Y. Email & Phone Number

Remote

• Answer Inbound calls fluently from customers / and or clients within agreed service levels and providing the highest level of service within agreed policy and procedure.• Answer written communications that are received from online channels such as email, live chat and social media within agreed service levels, policy and procedure, with exceptional grammar.• Update records within core IT systems such as Freshdesk, and ensuring any input is both timely and accurate.• Handle customer complaints within company and regulatory procedures, ensuring customers are treated with respect, fairness, and integrity and within agreed timelines.• Escalate any issues in a timely manner to Team Manager, following through to completion whilst managing customer expectations.• Educate customers on self-service solutions available, driving greater interaction through automated solutions rather than voice.• Support the business by identifying and sharing any improvements that contribute to better processes or customer experiences.• Ensure adherence to all company policy and procedures, including completion of mandatory compliance training within agreed timelines.• Undertake any other activities in relation to the delivery of services of PremFina as required by the business

Leeds, England, United Kingdom

Investigate and resolve customer complaints, ensuring root causes are captured andimprovements are made. Deliver excellent customer service, ensuring positive outcomes and customer retention. Maintain compliance with regulatory requirements, updating knowledge regularly. Participate in team sessions, sharing best practices and supporting new initiatives.

Leeds, England, United Kingdom

Customer Support RepresentativeConnected for Business | February 2014 – August 2022 Handle broadband and landline issues, conducting remote diagnostics and coordinatingwith engineers. Assist with Boostbox issues, managing tasks through the HDM system and escalating whennecessary. Address mobile technical issues, providing step-by-step assistance to customers. Communicate effectively with customers and team members, contributing to a positive teamculture.

Leeds, England, United Kingdom

August 2004 - July 2013• Step Up Manager (First Line Manager): (June 2012 – October 2012, March 2013 –February 2014)Supervised and led a team, managed daily operations, ensured team performance metcompany standards, and provided support and guidance to team members to achieve theirtargets.• O2 UK Network Cellular Reporting: (November 2011 – March 2012)Analyzed and reported on network performance metrics, identified issues affecting cellularservices, and collaborated with technical teams to improve network reliability and customersatisfaction.• O2 UK Connected World Technical Support 2nd Line: (September 2010 – July 2013)Offered advanced technical support for complex issues, resolved escalated customerproblems, and provided guidance to first-line support teams to enhance service delivery.• O2 UK Connected World Technical Support 1st Line: (March 2008 – September 2010)Delivered first-line technical support, diagnosed and resolved customer issues related toconnectivity and devices, ensuring high levels of customer satisfaction.• O2 UK Consumer Post Pay Billing: (August 2008 – September 2008)Handled billing inquiries and issues for post-pay customers, ensured accurate billingprocesses, and provided solutions to customer billing problems.• O2 UK iPhone Activations: (November 2007 – February 2008)Managed iPhone activation processes, assisted customers with setting up their newdevices, and resolved any activation-related issues.• O2 UK New Business / Staff Accounts: (February 2005 – November 2007)Managed new business accounts and staff accounts, provided support for account setupand maintenance, and ensured smooth onboarding processes for new customers.• Network Services: (September 2004 – February 2005)Supported network service operations, assisted with troubleshooting network issues, andcontributed to maintaining high network performance standards.