Abu Donzo

Customer Service and Administration professional with experience in NHS Pension administration, case management, and customer support across public and private sector organisations. Skilled in managing complex pension cases, maintaining accurate records, resolving enquiries, and ensuring compliance with organisational procedures. Recognised for delivering accurate work within service level agreements while handling confidential information and building positive relationships with customers and colleagues.

A dependable professional with strong organisational, analytical, and communication skills, committed to delivering high-quality service and continuous improvement.

NHS Pension Case Handler - Capita – NHS Pensions - United Kingdom

(2023-01)

Work remotely to manage a diverse caseload of NHS Pension applications while ensuring all work is completed accurately, efficiently, and within agreed service level targets.

• Process a wide range of pension transactions, including Joiners, Leavers, Opt-Outs, Annual Allowance, Locum cases, IP14, SS14, POL Adjustments, and other member requests in accordance with NHS Pension regulations.
• Create new member records and maintain existing pension records by updating employment history, GP records, and terminated employment details with a high level of accuracy.
• Investigate customer enquiries by reviewing case information, identifying discrepancies, and providing timely resolutions while maintaining excellent customer service.
• Maintain accurate case notes and documentation using CRM and internal case management systems, ensuring complete audit trails and compliance with quality standards.
• Handle sensitive personal information in accordance with GDPR, organisational policies, and internal quality standards.
• Collaborate remotely with colleagues and internal departments to resolve complex cases, improve workflow efficiency, and maintain high levels of service delivery through virtual communication platforms.

Customer Service Advisor - AA (Automobile Association) - United Kingdom

(2021-01 - 2022-12)

Delivered telephone-based customer service for breakdown cover and motor insurance enquiries within a high-volume contact centre environment.

• Assisted customers with new and existing breakdown cover and insurance policies, providing accurate information and tailored solutions.
• Handled inbound calls efficiently, resolving customer queries while meeting quality, compliance, and service level targets.
• Processed policy updates, renewals, amendments, and customer requests using CRM and internal administration systems.
• Investigated customer issues and complaints, ensuring prompt resolution while maintaining a professional and empathetic approach.
• Maintained accurate customer records and confidential information in accordance with GDPR and company policies.

Helpdesk / Customer Service Representative - Amazon BHX4 - Coventry

(2019-08 - 2023-12)

Delivered high-quality customer support by responding to a wide range of enquiries, resolving issues efficiently, and ensuring every interaction resulted in a positive customer experience.

• Investigated customer concerns, identified appropriate solutions, and followed cases through to resolution while maintaining service quality standards.
• Built strong customer relationships through clear communication, empathy, and a professional approach, even during high-pressure periods.
• Maintained accurate customer records and documented all interactions using internal systems to ensure consistency and effective case management.
• Managed a high volume of customer enquiries while consistently meeting productivity, quality, and customer service targets in a fast-paced environment.

Sales Associate - COSMO Restaurant - Coventry

(2016-11 - 2019-08)

• Assisted customers with product selection, purchases, and enquiries, ensuring a positive customer experience and prompt resolution of requests.
• Processed cash and card transactions accurately using the point-of-sale system while maintaining excellent attention to detail.
• Promoted the customer loyalty programme by explaining its benefits and encouraging customer participation to support business objectives.
• Assisted with stock presentation, merchandising, and general store operations to maintain an organised and customer-friendly environment.
• Resolved customer concerns professionally and worked closely with colleagues to ensure efficient day-to-day store operations.

Level 2 Diploma - Mechanical Engineering - City College (2014-01 - 2018-12)

Level 2 - English - City College

Level 1 - Mathematics - City College

Secondary Education - General - Kranenburg School (2007-01 - 2010-12)