Ramzan Ali
@ramzanali
I resolve complex contact-centre cases while exceeding quality and productivity KPIs.
MalaysiaWhat I'm looking for
At Plusnet, part of EE and BT Group, I manage complex customer cases, escalations and complaints across calls, text, email and social media. I consistently achieve 100% call quality and productivity while working to strict Ofcom guidelines.
Over 24+ years in the UK contact-centre industry, I’ve led teams, managed quality control, coached agents and delivered high-scale campaigns for NPower, British Gas and Vodafone. I’ve repeatedly exceeded sales, collection, lead qualification and service KPIs in high-pressure environments.
Alongside contact-centre operations, I’ve managed a UK residential and commercial property portfolio since 2000, maintaining legal compliance and tenant relationships. I bring a practical, international perspective grounded in customer satisfaction, compliance and operational results.
Experience
Work history, roles, and key accomplishments
Provides high-level customer updates via multi-channel platforms and handles complex escalations, logging complaints to Ofcom guidelines. Consistently achieves 100% on call quality and productivity.
Property Manager
Property Management Self Employed
Jan 2000 - Present (26 years 8 months)
Manages a residential and commercial property portfolio, ensuring legal compliance and tenant relations. Applies a results-oriented approach to maintain 100% compliance with UK property regulations.
Collections Advisor
Webhelp
Sep 2016 - Aug 2018 (1 year 11 months)
Negotiated payment plans within a high compliance framework. Exceeded individual collection targets while maintaining elite quality scores and mentoring new starters.
Manager/Team Leader
National Pension Helpline
Feb 2015 - Sep 2016 (1 year 7 months)
Managed and supervised a team of 8 agents, coaching on phone techniques and core competencies. Drove the team to exceed lead qualification KPIs through daily performance monitoring and strategic feedback.
B2B Sales Executive
CC33
Aug 2014 - Feb 2015 (6 months)
Conducted high volume B2B data collection and appointment booking. Maintained top tier performance by consistently surpassing daily and weekly KPIs.
Administration Manager
Magnum Claims
Oct 2011 - Jun 2013 (1 year 8 months)
Managed a large scale operation of 25 to 30 agents addressing complex financial cases. Successfully delivered on all stringent business objectives for call efficiency, volume, and service quality.
Various Roles & Campaigns
Ant Marketing
Aug 2001 - Oct 2011 (10 years 2 months)
Progressed from Sales Executive to Team Leader, executing high scale customer acquisition campaigns for major clients. Built a 10-year reputation for consistently exceeding sales targets and maintaining high compliance standards.
Administration
Action Claims
Jan 1999 - Jan 2001 (2 years)
Performed administrative duties in a claims environment.
Operative
Bassetts Sweet Factory
Jan 1997 - Jan 1999 (2 years)
Worked as an operative in a sweet factory.
Education
Degrees, certifications, and relevant coursework
Ramzan hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Job categories
Skills
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