Zahir U

Triaged and managed Level 1 incident and request tickets, ensuring effective ticket management practices. Diagnosed causes of application service incidents and implemented resolutions based on provided documentation and training.

Acted as 'Officer in charge' in the absence of the Manager, managing risks and challenging stakeholder behavior. Engaged in training and demonstrated commitment to personal and service development to maintain a competent workforce.

Assisted with the implementation of the Banner Student Records system for assessment purposes. Co-ordinated deployment of the Banner system, liaising with various university teams and stakeholders.

Assisted in setting up course products on relevant BPP systems, collaborating with stakeholders to meet deadlines. Processed changes to course capacity, location, or date, and communicated these changes to relevant business units.

Provided outstanding advice and support to existing and prospective students, maximizing revenue through upselling and cross-selling Kaplan products. Managed inbound queries via telephone and email, ensuring high student satisfaction.

Applied knowledge of relevant legislation and best practices in debt recovery. Negotiated debt and payments with customers, utilizing investigative skills to maximize cash collection.

Interacted daily with diverse customers, fact-finding to suit their needs. Provided excellent customer experience and utilized objection handling skills.

Received inbound calls in a fast-paced call center, extending customer contracts and retaining dissatisfied customers. Consistently exceeded pre-set sales targets.

Worked effectively in teams and reported to a manager. Performed stock checking, loading, and unloading trailers.

Grade: Finance (B), Business Studies (B, B)

Awarded A-Levels in Finance (B) and Business Studies (B, B).

Grade: Maths (C), English Language (C), Science (C)

Achieved 7 GCSEs, including Maths (C), English Language (C), and Science (C).