Mira Aurangzeb

I am a highly organised and driven individual with a strong track record in customer service and teamwork. I thrive in high-pressure environments, finding great satisfaction in successfully completing tasks. With a proactive approach, I'm confident in working independently when needed.

Known for my honesty, sincerity, and dedication, I maintain an excellent record of punctuality and attendance. I quickly adapt to new environments and am eager to acquire new skills. I genuinely enjoy customer service, as it allows me to engage with new people and build connections easily.

My outgoing and vibrant personality helps me excel in both professional and social settings.

Customer service agent- Out Of Hours - WNS Assistance

(2025-06)

• Customer Contact: Act as the first point of contact for policyholders reporting an incident, providing empathy and support.
• Information Gathering: Collect accurate details about the event, damage, and parties involved from the customer.
• System Recording: Accurately log all information onto the case management system.
• Setting Expectations: Clearly communicate the next steps in the claims process and manage customer expectations regarding timelines and outcomes.
• Initial Assessment: Identify potential issues, such as policy coverage, liability, or fraud indicators.
• Coordination: Arrange for necessary services, such as vehicle repairs or hire provision, and liaise with engineers and third parties.
• Target Achievement: Work towards team targets for efficiency and customer satisfaction.

Payment Management Advisor - Capita-United Kingdom

(2022-11 - 2025-05)

• Speaking to customers who may be struggling financially.
• Making informed decisions based on customers unique circumstances.
• Provide suitable options and set up payment arrangements.
• Identifying vulnerable customers and giving them extra support.
• Taking inbound calls and general customer service.
• Resolving any complaints or issues raised.
• Following FCA/TCF guidelines.

Call Centre Agent - Moorcroft Debt Recovery-Manchester - Manchester

(2016-09 - 2022-09)

• Keeping track of assigned accounts to identify outstanding debts.
• Planning course of action to recover outstanding payments.
• Locating and contacting debtors to inquire of there payment status.
• Negotiate pay off deadlines or payment plans.
• Handle questions and complaints.
• Investigate and resolve discrepancies.
• Create trust relationships with debtors when possible to avoid future issues.
• Update account database and status regulary.
• Live webchat service answering customers queries via the web chat service.
• Digital Mail Room replying back to customers by email and letter.
• Dealing with inbound and outbound calls.
• Following FCA and TCF regulations.

Passenger Service Agent - Manchester Airport Group - Manchester

(2011-01 - 2016-09)

• Checking passengers on to thier flights.
• Checking travel documents passports, tickets and valid visas.
• Boarding passengers on to their flights.
• Checking boarding cards and passports, adhering to DFT regulations.
• Tannoy calls, passenger name calls ensuring passengers are on time.
• Dealing with customer complaints.
• Controlling the ques on check in, making sure passengers are satisfied with the service.
• De-controlling passengers if for any reason they are offloaded from the flight or do not want to travel before boarding, escorting them back securely.
• Meet the passengers expectations ensuring they get the seats they have requested and meeting any other needs.
• Giving passengers correct and accurate information.
• Always going the extra mile for your customers.

Customer Service Officer - Manchester Airport - Manchester

(2010-04 - 2010-10)

• Preparing passengers before they enter security.
• Manning the information desk answering any passengers queries.
• Tannoy calls, flight calls
• Dealing with any complaints
• General excellent customer service
• Attending any medicals or emergencies
• Terminal inspections making sure its safe for passengers.
• Following FCA/TCF guidelines.

Packing online orders - Shop Direct Group-Manchester - Manchester

(2008-05 - 2010-04)

• Packing online orders for customers
• Picking orders for customers
• Inducting items
• Making sure customer is satisfied and recieves order on time
• Meeting customers expectations.

Shop Assistant - Matalan Retail-Manchester - Manchester

(2008-10 - 2009-11)

This role was a part of work experience.

• Handling customer complaints
• Displaying stock
• Handling deliveries
• Price sticking
• Excellent customer service.

Shop asistant - Republic Retail-Manchester - Manchester

(2008-09 - 2008-10)

This role was a part of work experience.

• Team work on deliveries
• Excellent customer service making sure customer is satisfied.
• Displaying stock
• Security at the entrance door.

Level 2 NVQ - customer sevice - YMCA (2008 - 2009)

A-Level or equivalent - South Chadderton School (2002 - 2007)