Nadeem Hamid

Enthusiastic and professional individual committed to achieving and exceeding demanding targets. Possess excellent communication and negotiation skills. Thrive in motivating, successful and productive teams and highly pressurised challenging working environments. 18 years of customer service experience both face to face and telephone.

Customer Resolution Agent - Yorkshire Water - Bradford

(2022-10)

• Work alongside key stakeholders to take ownership of the day-to-day resource allocation of the contact centre in order to deliver against agreed service level agreements (SLA's)
• Identify escalated cases and work to recover them within the required SLA's
• Take daily calls from customer no water calls, burst pipes, physical assets

Developer Services - Yorkshire Water - Bradford

(2019-09)

Proactive Sewer Investigator - Yorkshire Water - Bradford

(2018-12 - 2019-08)

To plan and manage the efficient and compliant allocation of Service Delivery & Optimisation resources using the corporate systems and procedures. Effective scheduling of Proactive work baskets and appointments based on availability.

• Allocate and monitor jetting 200 resource to meet workload priorities using Jobmastr app
• Negotiate with external customers to plan resource to match workload
• Engage with stakeholders to identify risk and issues in workforce requirements
• Ensure all work for late and weekend is allocated
• Liaise with team leader and seniors to ensure optimum day to day performance
• Manage the day-to-day resource plan
• Jeopardy manage work to maximise priority and productivity
• Provide support in escalation for the wider business during wet weather

Security Officer - Sainsburys - Brighouse

(2013-06 - 2018-11)

Responsible for providing a highly visible and proactive security presence in a fast paced and demanding environment. Dealt with any difficult situations that arose in a safe and professional manner. In charge of store CCTV and feeding reports back, often working in conjunction with the police. Gained excellent customer service skills dealing with challenging customers on a daily basis.

Supervisory Security Officer - Huddersfield Bus Station - Huddersfield

(2009 - 2012)

Supervisory security-based role ensuring bus station safe for the public. This occasionally involved working with the police to detain aggressive members of the public. Involved managing a team of five individuals, including creation of work rotas, holiday and sickness management. Taking accurate, detailed notes was essential to this role after incidents to ensure reporting carried out correctly. It also involved monitoring and control of access to the building.

Insurance Call Centre Agent - Royal Sun Alliance - Halifax

(2006 - 2008)

Working in an extremely busy home insurance inbound call centre that is the underwriter for the majority of banks and building societies in the UK. Dealing with new customers that want home insurance, retaining customers that wish to cancel and properties that are unoccupied. Hitting and exceeding sales targets monthly. Working as part of a great team along with self-motivation and drive being essential to succeed in this environment.

• Servicing customer's insurance policies and needs daily
• Hitting sales targets as well as retaining customers that wish to leave
• Keeping service levels and wrap to a minimum
• Taking payments and up selling our other products and services
• Dealing with incoming calls through our partners in numerous banks and building societies
• Effectively working part of a successful team

Store Manager - Self Employed - Bradford

(2002 - 2006)

Worked self-employed as a DIY and Sweet store manager in Bradford dealing with customers and staff on daily basis. These were own businesses and gave valuable skills in management of both a small team and running a business.

NVQ - Public Services - Huddersfield Technical College

GCSE - English, Maths and Double Science