Nazim Minhas

Handled inbound calls from pension scheme members and beneficiaries, addressing a wide range of enquiries and providing accurate information to assist with pension-related questions. Processed member requests to update communication preferences, seamlessly transitioning from digital to paper correspondence while ensuring compliance with company policies and data protection regulations.

Executed targeted outreach to merchants via phone, email, and web chat, identifying opportunities for integrating PayPal solutions. Assisted merchants in adopting PayPal’s payment solutions, enabling seamless transactions and e-commerce expansion.

Delivered a high volume of food orders efficiently while adhering to traffic laws and ensuring food quality and presentation upon arrival. Provided friendly, professional customer service during handovers, resolving delivery issues promptly to maintain a positive customer experience.

Called existing customers to identify their needs and sell additional lines and products. Received calls from existing O2UK customers who were coming to the end of their phone contract and wanted to cancel or upgrade.

Managed accounts and followed generated leads to secure contracts through a consultative sales approach. Responsible for contacting schools, universities, and businesses to offer technology solutions.

Monitored inbound and outbound call quality, including language, tone, content, factual information, process, and professionalism. Provided one-to-one feedback on successful/failed quality controlled 'call scores', reviewing strengths, weaknesses, and opportunities.

Oversaw daily operations for over 700 customer accounts with a combined annual budget of £1m. Responsible for contacting businesses to offer digital marketing solutions and retaining current customer spend.

Assisted in managing over 40 telephone negotiators to achieve all company KPIs. Coached agents on how to improve negotiation skills, achieve call score targets, and increase collection targets.

Exceeded monthly individual and team targets, ensuring all Key Performance Indicators were met. Handled inbound and outbound calls, retaining and selling various insurance policies.

Coordinated emergency callouts by efficiently allocating jobs to field engineers, ensuring timely attendance and high customer satisfaction. Acted as the primary point of contact for engineers during late shifts, overseeing all job allocations and preparing the next day’s workload.

Grade: Merit

Completed a Higher National Diploma with Merit. Also obtained a Higher National Certificate with Merit.

Grade: B's and C's

Achieved 11 GCSEs with grades B's and C's. Also obtained a GNVQ in Business Studies with Merit.

Grade: 2:1

Achieved a BA Hons in Combined Studies (Business Management) and always looking for ways to increase knowledge in both theoretical and practical ways.