Open to opportunities

Mohammed Iftikhar

@mohammediftikhar1

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Dedicated employment support advisor with a strong commitment to success.

United Kingdom

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What I'm looking for

I seek a role that values collaboration and offers opportunities for professional growth.

I am a dedicated employment support advisor with a proven track record of helping over 550 participants successfully transition back into employment and education. My experience spans various roles, including my recent position at Shaw Trust, where I excelled in managing a caseload of 140 participants. I pride myself on my ability to build rapport with clients, providing tailored support that addresses their unique barriers to employment.

Throughout my career, I have demonstrated a strong commitment to achieving results, whether through effective communication, meticulous organization, or my proactive approach to problem-solving. I have also trained new employees, sharing best practices and emphasizing the importance of our core business values. My diverse experience in customer service, credit control, and employment support has equipped me with the skills necessary to thrive in fast-paced environments while maintaining a focus on client satisfaction.

Experience

Work history, roles, and key accomplishments

Internal Keeping Momentum Advisor

Shaw Trust

Jan 2023 - Jun 2025 (2 years 5 months)

Booked interventions on the dedicated CRM system, tracking education/employment statuses and handling inbound calls for online or appointment queries. Adhered to group and individual Time, Quality, Compliance, and adherence targets, while also training and assisting new employees with best practices.

CRM Inbound Process Improvement Compliance Training Customer Service Data Entry Scheduling Reporting Communication

Employment Support Advisor

Shaw Trust

Apr 2021 - Jan 2023 (1 year 9 months)

Managed a caseload of 140 participants, successfully helping over 550 individuals return to employment or education. Conducted weekly calls to assist with job searching, job matching, and motivation, while also prioritizing caseloads and managing a productive weekly diary.

Caseload Management Motivity CV Building Interview Preparation Coaching Customer Service

Multiskilled Customer Service Sales Representative

Brightside Churchill Commercial Van Insurance

Mar 2019 - Mar 2021 (2 years)

Worked as a multiskilled customer service sales renewals representative, handling payments, setting up direct debits, processing renewals, and generating acquisition quotes. Managed billing disputes and complaints to ensure first point of contact resolution, and proactively engaged with fraud and validations teams.

Customer Service Sales Renewals Payment Processing Debt Management CRM SAP IPrompt Strata Echelon

Credit Controller

Hitachi Capital Invoice Finance

Jan 2017 - Dec 2019 (2 years 11 months)

Managed debtor verifications and accounts payable across various industries, ensuring timely payments and building strong client relationships. Supported new colleagues, arranged payment plans for customers, and provided proactive solutions to minimize debt levels.

Credit Control Accounts Payable Client Relationship Management Payment Processing Debt Collection Stakeholder Management Financial Reporting Data Analysis Training Problem Solving

Senior Customer Service Advisor

DWP for Birmingham City Council

Oct 2014 - Dec 2016 (2 years 2 months)

Served as a senior customer service advisor for the National Diabetes Prevention Programme, booking and changing appointments for NHS participants. Set up job seekers' work program courses and employment support allowance work programs, supporting clients with health conditions.

Customer Service Appointment Setting Program Coordination SAP Excel Rio Communication Data Entry Teamwork RiO

First Line Desktop Support

Capgemini

Oct 2012 - Oct 2014 (2 years)

Provided first-line desktop support for HMRC staff, resolving computer queries ranging from password resets to networking connectivity issues. Exceeded first-time fix KPIs and documented all issues and resolutions in the CRM system.

IT Support Desktop Support CRM Troubleshooting Password Resets Connectivity Issues Remote Access system updates Documentation Customer Service

Education

Degrees, certifications, and relevant coursework

Various Courses

NVQ Level 2, Call Centre Sales and Customer Service

2010 - 2014

Grade: Distinction

Completed an NVQ Level 2 in Call Centre Sales and Customer Service, achieving a Distinction. This qualification enhanced skills in sales and customer interaction within a call center environment.

Various Courses

Training, Public Relations & Marketing

2010 - 2014

Participated in Public Relations & Marketing training in May 2012. This training focused on developing skills in public relations and marketing strategies.

Birmingham City University

Foundation Degree, Information Communication Technology

2008 - 2010

Undertook a Foundation Degree in Information Communication Technology. This program provided foundational knowledge and skills in the field of ICT.

Solihull Technology College

BTEC National Diploma, ICT Practitioners

2006 - 2008

Grade: Merit

Completed a BTEC National Diploma in ICT Practitioners, achieving a Merit grade. This program provided comprehensive training in various aspects of Information and Communication Technology.

Moseley Secondary School Language College

GNVQ, ICT / Business

2001 - 2006

Grade: B, 4 C's, C, C, B, B, B, Distinction

Achieved a B in Mathematics, 4 C's in GNVQ ICT/Business, and a C in English Literature & Language. Also obtained a C in Double Science and B's in Literacy and Numeracy Skills Level 2, Music, and Expressive Arts (Drama).