Muhammad Dhorat

Led BIFD2 complaints handling on mis-selling, affordability & vulnerability cases per FCA rules. Investigated complex cases, applied TEXAS model, calculated redress, and drafted compliant responses. Analysed data for root causes, advised management, upheld SLAs, and escalated risks where malpractice was found.

Resolved 5 complex pension/investment complaints weekly with 98% compliance. Identified annuity delays, revising escalation to cut resolution time by 22%. Co-drafted clearer templates, reducing follow-ups by 35%. Presented weekly insights, lowering complaints by 12%. Maintained audit-ready records via Salesforce and I-Business.

As a Complaints Investigator specializing in pensions and investments, I investigated and resolved complex complaints in compliance with regulatory requirements and company policies. My role involved conducting thorough root cause analyses to identify issues and provide tailored resolutions while maintaining a customer-focused approach. I collaborated with internal stakeholders and external partie

As a Financial Crime Analyst at Santander, I conducted both real-time and periodic monitoring of high-risk transactions using advanced tools such as Actimize and SAS, significantly enhancing the detection of potential money laundering and fraud activities. I performed thorough investigations of flagged transactions, leveraging my analytical skills to assess risks and ascertain the legitimacy of cu

Managed and resolved customer complaints within financial services and utilities sectors, ensuring adherence to industry regulations. Conducted thorough investigations to identify root causes and implement effective solutions. Collaborated with cross-functional teams to streamline complaint resolution processes and enhance client satisfaction.

Investigated suspected fraudulent activities within the transport sector, identifying patterns and mitigating risks. Utilized investigative techniques to gather evidence and prepare comprehensive reports. Collaborated with legal and enforcement teams to support prosecution efforts and prevent future fraud.

Served as a Subject Matter Expert (SME) for complaint resolution, providing guidance and support to the team. Performed quality control analysis on complaint handling processes to ensure compliance and accuracy. Identified areas for improvement and implemented corrective actions to enhance service delivery and customer satisfaction.

Managed operations related to gas distribution and emergency services, ensuring safety and efficiency. Coordinated rapid response teams for critical incidents and maintained compliance with industry standards. Implemented protocols to minimize service disruptions and enhance public safety.

Coordinated service requests and managed scheduling for field technicians, optimizing resource allocation. Ensured timely and efficient delivery of services, maintaining high customer satisfaction. Maintained accurate service records and managed inventory of parts and equipment.

Managed a team of complaint handlers, overseeing the resolution of complex customer issues. Developed and implemented strategies to improve complaint handling processes and reduce resolution times. Analyzed complaint data to identify trends and provide insights for service improvement.

Managed daily operations of a recruitment branch, overseeing staff and client relations. Developed and implemented recruitment strategies to meet business objectives and expand client base. Ensured compliance with industry regulations and company policies.

Conducted Know Your Customer (KYC) due diligence for new and existing clients, ensuring compliance with AML regulations. Performed thorough background checks and risk assessments to identify potential financial crime risks. Maintained accurate client records and prepared reports for regulatory audits.

Handled and resolved customer complaints within financial services, ensuring adherence to company policies and regulatory guidelines. Investigated issues, communicated findings to customers, and provided appropriate resolutions. Maintained detailed records of all interactions and resolutions in the CRM system.

Provided front-line customer service, handling various transactions and inquiries at the counter. Processed mail, parcels, and financial services, ensuring accuracy and efficiency. Maintained a high level of customer satisfaction and adhered to all operational procedures.

Recruited healthcare professionals and coordinated shifts for nursing staff, ensuring optimal staffing levels. Managed candidate pipelines, conducted interviews, and facilitated onboarding processes. Maintained strong relationships with clients and candidates to ensure successful placements.

Completed a BTEC Level 3 qualification focusing on IT and Business Management. Gained foundational knowledge in information technology principles and business administration practices.

Achieved Professional Scrum Master 1 certification, accredited by Scrum.org. Developed expertise in Scrum framework, agile methodologies, and servant leadership principles.

Completed training and certification for Microsoft Azure Fundamental. Acquired basic understanding of cloud concepts, Azure services, and cloud security.