Asiya Farooq

Dedicated Customer Service Advisor with over 10 years of experience in customer-facing roles, including extensive experience in fraud analysis and team leadership. Proven ability to handle high call volumes, resolve customer complaints efficiently, and maintain GDPR compliance. Possesses strong communication, organizational, and IT skills, with a commitment to providing exceptional customer experiences.

Eager to leverage a proactive and customer-focused approach to contribute to City & Guilds' dynamic team in Wakefield.

Fraud Analyst - Asda - Morley, Uk

(2018-02 - 2026-05)

• Continuously scrutinised online, offline, and payroll data to identify suspicious patterns, unauthorised access, and irregularities.
• Reviewed flagged accounts, gathered evidence, and made determinations on freezing or locking compromised accounts.
• Contacted affected customers regarding potential fraud, validated transactions, and managed related complaints or chargeback disputes.
• Drafted comprehensive reports, logged fraudulent trends, and ensured adherence to regulatory standards by liaising with law enforcement or financial regulatory bodies.

Customer Service - Asda - Uk, Uk

(2017-01 - 2018-12)

• Logged customer interactions and details accurately within secure Osc systems.
• Managed high call volumes efficiently, ensuring timely and accurate resolutions to optimise productivity.
• Maintained GDPR compliance by adhering to company internal policies and data protection standards.
• Balanced empathy with efficiency when addressing distressed customers and resolving complaints.
• Consistently met KPIs and targets in a fast-paced call centre environment handling high call volumes.
• Provided proactive support by identifying customer needs and offering optimal solutions.

Team Leader - Pick Packaging - Batley , Uk

(2011-01 - 2017-12)

• Supervised and assisted a small team to achieve departmental goals.
• Executed essential warehouse duties as required to maintain operational flow.
• Provided clear guidance and direction to the team to ensure the achievement of key performance results.
• Worked diligently to meet strict weekly deadlines.

Call centre agent - Hamilton & Bailey - Batley

(2010-01 - 2011-12)

• Served as the primary point of contact for incoming client inquiries.
• Managed both incoming and outgoing calls related to insurance policies with precision.
• Demonstrated effective communication skills and meticulous attention to detail.
• Consistently achieved and exceeded performance targets.

Team Leader - Merit Mills - Batley

(2003-01 - 2009-12)

• Oversaw a department and managed a team of outworkers.
• Engaged with customers effectively over the phone in a customer-focused role.
• Led and motivated a team of 10 individuals.
• Fostered a motivational environment to ensure project deadlines were consistently met.
• Issued clear instructions to outwork employees and verified the accuracy of their completed work.

Market stall owner - Self employed - Batley

(2001-01 - 2002-12)

• Specialised in selling designer clothing for young children.
• Cultivated strong customer service and interpersonal communication skills.
• Developed a high degree of independence and adeptness in handling complex situations.

Telesales advisor - Mb gas and electric company - Ossett

(1999-01 - 2001-12)

• Conducted door-to-door sales to generate leads and secure new business.
• Engaged with prospective clients both in person and over the telephone.
• Successfully sold company contracts to existing customers of competitor companies.
• Earned monthly bonuses and received recognition for outstanding performance.

Customer sales assistant - Icelands Batley - Batley

(1997-01 - 1998-12)

• Assisted the store manager with various operational aspects of a busy retail environment.
• Managed stock organisation and preparation.
• Handled till operations and provided direct customer service.
• Undertook key holder responsibilities.
• Engaged in face-to-face interactions with all customers.

G.C.S.E - Westborough High School (1991-01 - 1996-12)