Zunaid Hussein

As an Escalations Complaint Agent, I conduct comprehensive investigations into various complaints, including billing, metering, and smart meter issues. I also identify new complaints from transferred customer service calls and ensure timely resolution by setting tasks and reminders.

I was responsible for resolving escalated complaints, investigating issues related to invoices, sales, and other business areas. I provided outcomes via final response letters and kept customers informed throughout the process.

I resolved gas and electricity complaints on a target-driven basis, investigating issues efficiently to establish root causes. I aimed for first-time resolution to ensure customer satisfaction and prevent re-opened complaints.

My role involved assisting customers impacted by a remediation project, ensuring no financial detriment due to errors. I resolved complaints, provided distress and inconvenience payments, and set up affordable payment plans for vulnerable customers.

As a KYC Case Specialist, I assisted in completing KYC updates for specific customer groups without allocated relationship managers. My duties included reviewing case information, conducting telephone reviews, and validating information using internal and external sources.

I worked as a Business Support Administrator, collating documents for cases and accurately inputting data. I handled incoming documentation, directed it to the correct departments, and communicated with customers via various channels.

As a PPI Mortgage Investigator, I conducted end-to-end investigations and resolved mis-sold Mortgage and Credit Card Payment Protection Insurance complaints. I reviewed, investigated, and addressed complaint points, calculating redress and writing bespoke Final Response letters.

I was an Expert Complaint Handler, responsible for resolving complex customer complaints accurately and ensuring timely responses. I managed my workload, conducted thorough investigations, and ensured fair outcomes for customers.

I progressed from Customer Service Advisor to Expert Complaint Handler, specializing in resolving complex customer complaints across various banking issues. I consistently met quality and efficiency targets, identified bank-wide problems, and contributed to service recovery efforts.

As a Sales Assistant, I developed strong customer service skills and expanded my knowledge of mobile phones in a fast-paced environment. I identified sales opportunities, met targets, and resolved difficult situations to ensure customer satisfaction.

Grade: English Literature – B, English Language – B, Science: C, ICT: C, Additional Science: C, Business Studies: C, Business: Pass (BTEC First Certificate), ICT: Merit (BTEC First Certificate), Mathematics: C

Activities and societies: Studied a range of subjects including English Literature, English Language, Science, ICT, Additional Science, Business Studies, and Mathematics. Also completed BTEC First Certificates in Business and ICT.

Achieved strong grades in English Literature, English Language, and Science, demonstrating a solid foundation in core academic subjects. Also gained practical skills in ICT and Business Studies.

Grade: Merit

Completed a Level 3 BTEC in Business, achieving a Merit. This program provided in-depth knowledge and practical skills relevant to various business functions.