Andleeb Khalid

I have a calm, patient and reassuring persona which I feel would be essential for this role. I have a vast amount of experience and knowledge of working in a fast paced environment. I know the importance of providing excellent customer service and I have the necessary skills to implement this in the role I am applying for. I’ve shown I can investigate and resolve customer queries from the first point of contact. I can manage a high volume of calls using multiple lines. I am comfortable using many systems and I’m able to manage my workload effectively. I’m able to adapt to challenging situations that arise and act decisively. I work well in a team and equally on my own to meet targets in a timely manner. I’ve shown I can build a rapport with colleagues and customers from all backgrounds. I work methodically, efficiently and always go above and beyond to ensure the my actions result in a satisfactory outcome. I provide clear feedback when required and answer any questions or concerns with honesty and to the best of my knowledge. I have the positive mindset to encourage applicants if they don’t pass and ensure they don’t give up.

When I started to work for connect distribution I was hired for a different department that does not exist in the company any more I was fully trained and  become good at what we were doing.

But company gave the contract to Ireland and we were moved to consumer this was completely different to what I was originally trained in, me along with rest of the team learnt the role within 1 week and asked for extra training where needed at first it seemed a little difficult but continuous learning and training helped a lot and now I am one of the members who hits her targets every day.

We started of consumer with just answering customer queries via emails but later on this moved to speaking to customers on the phone directly, which was big change as conversation was even more detailed and I had to resolve the issue straight away while customer is on the phone with me. Customer once called and asked for a part that was out of stock which he searched on our website. I advised him that I would need his appliance details in order to find the compatible part for his appliance he was sure that the part he has seen is the right one but I had to explained even thought it looks the same it does not mean it’s compatible. Customer then gave me the details I required and when I matched the details they were two different parts and explained to him that he would have ordered the wrong one I assured  him the stock number I am giving him is compatible one and if he has any more question he can email  ume or call to ask for me. I received a 5* review for that contact on trustpilot.

During my time with The AA, I was front line support for distressed customers broken down and requiring roadside assistance. My role was to make sure these customers were treated with the most efficient and quality service to keep them calm during their stressful time. I would have to first log their call. This meant not asking too many questions that could stress the customer any further aggravating them more. I would then put them on hold while explaining what I will be doing for them so they do not feel abandoned. I would then contact the nearest engineers and ask how fast could the engineer get to the customer. I would get 3 fastest options for the customer rather than the customary one option. This way the customer had a choice from their end rather someone deciding for them.

I had a customer once who was on country side road going to Scotland they broke down and had kids in the car with them they were pancaking and getting distress when I answered the call I had to take details from to bring up their file to pass the security checks , customer was very unhappy as he was worried for his kids seeing his situation to take him in confidence I started of with taking details of vehicle and route they were on once I took all those details I assured them that once I have their details I’ll be able to send petrol out to them as soon possible . This gave the customer some power/control over their situation. Once the customer had decided which engineer they’re willing to wait for, I then made a promise to my customer that I will keep checking and updating for them until the engineer’s arrival. I would contact the engineer every 15minutes to check his/her ETA and then call the customer back immediately to update them and put their mind at ease. I would make sure that I am following the journey with the customer until they are met and greeted by the engineer and set on their course. This method led to various formal compliments from customers and awards internally.

During my time with Yankee Candles, I realised our online ordering process was seriously slowing down service, not only instore but also our web portal. The staff was not equipped or trained to use the online store or answer any additional online queries.

I advised that these orders take too long to process, we must assign individuals to provide online support and process orders even during busy periods. Also, we are not trained to use the company software that holds our stock information. I advised the best thing would be, the orders should be processed by our customer relations team, who are trained to use the IT systems and applications. I showed my managers the number of complaints received by our store. The manager and other members of the meeting agreed and shared their concern. The process was changed and our main customer relations team became the customer services team for online and telephony service. This reduced complaints immensely and provided a more efficient and trusted service the customer was happy with.

Nottingham Trent University, Notingham, England -Bachelors' of Arts (Hons) Multimedia Second Class Honours (2nd Division)
OCTOBER 2007 -JULY 2010

University of Derby,Derby, England - Aces Modular Foundation ProgrammeDerby, England - Access Modular
SEPTEMBER 2006 - MAY2007

Council for Awards in Care, Health and Education CACHE LEVEL-1 AWARD IN CARING FOR CHILDREN ( O F ) GRADE: PASS

Global Language Training, London, England MASTER TFL & TESL CERTIFICATION GRADE: B