Mohammed Rayhan Alom

Managed the day-to-day running of a grab and go drinks business, overseeing operations, customer service, stock, suppliers and cash handling. Led and supported a team of up to 15 members of staff, including rota planning, training, delegation and performance management. Managed purchasing, inventory levels, costs and operational budgets to maintain efficient and profitable business performance.

Business Owner - Fruit & Ice Beverages

(2022-08 - 2026-08)

• Managed the day-to-day running of a grab and go drinks business, overseeing operations, customer service, stock, suppliers and cash handling.
• Led and supported a team of up to 15 members of staff, including rota planning, training, delegation and performance management.
• Managed purchasing, inventory levels, costs and operational budgets to maintain efficient and profitable business performance.
• Maintained high standards of service, presentation, food safety and compliance while resolving customer and operational issues.
• Supported business growth through effective organisation, local marketing, promotions and a strong focus on customer experience.

Business Manager - Barclays Bank - West Midlands

(2017-09 - 2022-07)

• Retail (West Midlands) responsibility for improving customer experience and getting the best clarifications of client business accounts and complaint management.
• Delivered customer service coaching and training to employees across regional Barclays branches.
• Achieved 97% success rate for business account opening resolution at first point of contact.
• Conducted regular team huddles and cause analysis, identifying recurring issues and preventing Anti Money Laundering account problems through clear action plans.
• Increased independent customer satisfaction through improved complaint management; Net Promoter Score grew to 54 and Complaint Transactional NPS improved by 12.
• Responsible for branch increase in usage of Digital Channels and New Technologies; achieved 56% of Barclays customer base becoming digitally active.
• Ran and led multiple digital showcase events for business and wealth clients.
• Developed training materials and facilitated colleague coaching to improve confidence in digital products and processes.
• Managed implementation of process improvements, including correcting outdated internal knowledge pages to reduce employee process errors.

Essential Banker - Barclays Bank

(2015-02 - 2017-09)

• Organised community events supporting the elderly and children to become computer literate.
• Oversaw financial activities for personal customer accounts, including savings and transactional accounts, lending, credit cards and insurance products.
• Responsible for start and end of day branch search and closure procedures.
• Achieved excellent customer satisfaction feedback with an average score of 9 out of 10.
• Coached cashiers in identifying opportunities to grow sales performance.
• Acted as a 'go-to' for Digital Savvy support across Digital platforms, Online Banking and Mobile Banking and Pingit.
• Pitched additional product opportunities to existing clients.
• Responsible for day-to-day client banking and following banking protocol, facilities and bank safety of colleagues.

Barclays Apprenticeship - Capita Talent Partnerships (2015 - 2015)

Level 2 and 3 - Travel and Tourism - Sutton Coldfield College (2011 - 2011)

Level 2 - Information Technology - Walsall College (2010 - 2011)

GCSE's - Maths, English and Science - Wodensborough CTC High School (2005 - 2010)