Abu Zakaria

Triaged complaints and queries, logged and assessed complaints, issued regulatory acknowledgements, and collaborated with departments and a Root Cause Analyst to monitor trends and ensure FCA/SRA compliance.

Handled inbound/outbound calls in debt collection, assessed customer finances to propose debt solutions, managed vulnerable customers, and resolved or escalated disputes in line with FCA guidelines.

Worked as an order picker in a fast-paced warehouse, fulfilling orders accurately and meeting productivity targets.

Managed customer service and sales team, trained staff to meet sales KPIs, managed stock ordering and end-of-day reporting, and performed fuel station safety checks.

Investigated and resolved customer complaints per FCA regulations, managed escalations and written final responses, and led a 12-person team to improve complaint handling processes and root cause reduction.

Owned and managed a retail boutique, led sales staff, negotiated with suppliers, managed finances, and executed marketing to drive revenue.

Handled inbound/outbound customer calls, resolved queries and complaints at first contact, assessed needs to recommend products, and coached colleagues to achieve sales and service KPIs.

Attended Leeds Thomas Danby College from September 2003 to January 2006; studied vocational/college-level subjects and obtained qualifications including New CLAIT Level 1 and GCSEs.

Activities and societies: Memorisation of the Holy Qur’an and studies in Islamic theology

Attended Al-Islamiyah Arabiyah School in Bangladesh from December 1999 to January 2003; completed school-level education including GCSEs and memorisation of the Holy Qur’an.