Haroon Lhal

Enthusiastic and customer-focused professional with experience working in fast-paced contact centre and customer service environments. Skilled in handling high volumes of inbound and outbound calls, resolving customer enquiries, building strong customer relationships, and delivering excellent service. Experienced working towards quality and performance targets while identifying opportunities to support customers and promote additional products and services.

A confident communicator with a positive attitude, strong work ethic, and passion for providing outstanding customer experiences.

Customer Service Advisor at Diligenta (Phoenix Life Pensions) (2025-05 – 2026-06)

• Handled high volumes of inbound and outbound customer calls regarding pension policies and financial services.
• Acted as the first point of contact, resolving customer enquiries professionally and efficiently.
• Built strong rapport with customers while delivering excellent customer service.
• Managed complex and sensitive conversations with empathy and professionalism.
• Identified customer needs and promoted appropriate products and services where suitable.
• Updated customer records accurately using CRM systems.
• Worked consistently towards strict quality, productivity and customer satisfaction KPIs.
• Escalated complaints where appropriate while ensuring positive customer outcomes.
• Worked effectively within a busy contact centre environment as part of a high-performing team.

Team Member at Family Takeaway (2022 – 2024)

• Delivered excellent face-to-face customer service in a busy environment.
• Processed customer orders accurately and efficiently.
• Upsold menu items and additional products to increase sales.
• Responded to customer enquiries and resolved issues promptly.
• Worked under pressure during busy periods while maintaining excellent service standards.
• Handled cash and card payments accurately.
• Worked closely with colleagues to ensure smooth daily operations.

GCSEs – Jack Hunt School (2023)