Naeem Caan

I am a hardworking, reliable and friendly individual who enjoys working with others and meeting different types of people. I am a very resourceful, intelligent and dedicated person with excellent organisational and administrative skills. I possess excellent IT skills with working knowledge of MS Office applications, quick to grasp new ideas and concepts and always keen to develop new skills.

I have experience of retail customer service, target management, handling deadlines, advising customers and resolving complaints which I learnt whilst working as a Trading Support Advisor for Asda and I am also willing to undertake any necessary training also.

Trading Support Advisor - Asda

(2024-06 - 2026-08)

Key Responsibilities

• Responding to telephone calls/emails to resolve problems such as wrong orders, delivery issues, payments, warranties, exchanges, and refunds.
• Handled Trading role solely by myself when my colleague retired so I adapt very easily.
• Logged all store/customer interactions accurately in the CRM database.
• Offering advice to stores/customers in a professional and efficient manner.
• Working in compliance with high trading service standards and company practices.
• Utilising interpersonal communication skills when engaging with stores and customers.
• Ensuring that stores receive exemplary trading advice during all contact points with the company.
• Advised stores on policy for returns/exchanges and refunds assistance.
• Actioned outbound calls/emails to update stores and resolve open cases.
• Other duties included were data input, target management, tech support, troubleshooting, logging/investigating fraud activity, analytical duties, administrative tasks such as invoicing.
• Achieved the highest performance levels and quality trading care, meeting and exceeding required KPIs and targets over 97%.
• Always maintained good grades for monthly reviews by exceeding monthly targets over 95%.
• Achieved the highest evaluation score levels of over 95% for End of Year Performance review.
• Resolved trading impacting incidents and ensured timely resolution via phone and email.
• Achieved a line of communication between stores and gift card team which reduced time and increased store efficiency and service quality to customers.
• Liaising with stores and internal departments for investigative purposes such as fraud.

Supply Helpdesk Advisor - Asda

(2023-06 - 2024-06)

Key Responsibilities

• Responding to telephone calls/email to resolve problems such as wrong orders, invoice issues, remit payments.
• Logged all client/buyer interactions accurately in the CRM database.
• Working in compliance with high trading service standards and company practices.
• Utilising interpersonal communication skills when engaging with suppliers.
• Ensuring that suppliers receive exemplary service during all contact points with the company.
• Liaising with buyers and suppliers to ensure timely communications and resolutions.
• Other duties included were data input, target management, tech support, troubleshooting, analytical duties, administrative tasks such as checking remits, chasing outstanding store invoice payments.
• Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets.
• Achieved 30% increase in KPIs by utilising service knowledge in a timely manner.
• Achieved a 93% first-call resolution rate by resolving queries quickly and efficiently.

Asda Rewards Advisor - Asda

(2022-06 - 2023-06)

Key Responsibilities

• Responding to telephone calls/emails to resolve problems such as app missions not updated.
• Compensated customers to assist in resolving missed app rewards.
• Logged all client/buyer interactions accurately in the CRM database.
• Advising technical advice to resolve app technical issues whilst on the call.
• Liaised with Technical Support team to report app breakdowns.
• Offering advice in a professional and efficient manner.
• Liaised with fraud team to report fraudulent activity.
• Working in compliance with high trading service standards and company practices.
• Utilising interpersonal communication skills when engaging with customers.
• Promptly attending to customer requests to exceed KPIs.
• Ensuring that customers receive exemplary customer service during all contact points with the company.
• Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets by 94%.
• Achieved a 95% first-call resolution rate by resolving customer issues quickly.
• Successfully liaised with Fraud Team in 30 claims to save company £60,000 in damages.

Asda Customer Service Advisor - Asda

(2019-06 - 2022-06)

Key Responsibilities

• Responding to telephone calls/emails to advise on customer payments issues, advise return policy for exchanges and refunds.
• Offering advice in a professional and efficient manner.
• Working in compliance with high trading service standards and company practices.
• Utilising interpersonal communication skills when engaging with customers.
• Liaised with fraud team to report fraudulent activity.
• Ensuring that customers receive exemplary customer service during all contact points with the company.
• Actioned outbound calls to update customers to resolve open cases.
• Resolved customer complaints in a timely manner usually whilst on the call to maintain customer retention.
• Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets.
• Achieved 25% increase in KPIs by utilising product and service knowledge in a timely manner.
• Achieved a 97% first-call resolution rate by resolving queries quickly and efficiently.
• Achieved the highest evaluation score levels of over 98% for End of Year Performance review.

Customer Service Advisor - Furniture Choice

(2018-09 - 2019-02)

Key Responsibilities

• Responding to telephone calls to resolve problems such as wrong orders, delivery issues, payments, warranties, exchanges, and refunds.
• Arranged deliveries and collections for customers and suppliers.
• Liaised with couriers, customers and lenders via phone, email and webchat.
• Working in compliance with high trading service standards and company practices.
• Utilising interpersonal communication skills when engaging with customers.
• Logged customer returns on the CRM system efficiently.
• inputting sales orders via credit/debit card payments on the CRM system.
• Resolved complaints via phone/email in an efficient manner.
• Other duties included conducting security checks on web orders, admin tasks such as invoicing, organising repairs for store.
• Picked up the job within 2 weeks and even helped new trainees for complex queries.
• Achieved 20% increase within one month for KPI performance reviews conducted monthly.

Customer Service Advisor - A to Z Legal Services, Halifax - Halifax

(2008-01 - 2018-08)

Key Responsibilities

• Responding to telephone calls/emails to update case files with customer updates.
• Liaised with courts, customers and fee-earners via phone, email and webchat.
• Assisted fee-earners in helping create legal briefs, motions and pleadings.
• Administrative tasks such as checking daily post for updating on current case files.
• Working in compliance with high trading service standards and company practices.
• Scanned relevant documents onto CRM system to maintain case-file updates.
• Other duties included customer support, problem resolution, resolving customer complaints, data input, target management, handling payments, resolving queries, secretarial tasks, customer liaison, internal/external queries, account management, document chasing, meeting deadlines.
• Picked up the job within 1 week and even helped new trainees for complex queries.
• Upheld temporary managerial role to maintain staff and new trainees due to staff sickness.

Customer Service Advisor - Raz Legal Services - Nottingham

(2006-10 - 2008-12)

Key Responsibilities

• Responding to telephone calls/emails to update case files with customer updates.
• Liaised with courts, lenders, customers and fee-earners via phone, email and webchat.
• Administrative tasks such as filing, scanning/photocopying documents for updating on current case files.
• Working in compliance with high trading service standards and company practices.
• Scanned relevant documents onto CRM system to maintain case-file updates.
• Reviewed documents for Civil Class Action lawsuits.
• Maintained ongoing communication with opposing parties from discovery to trial phase.
• Other duties included customer support, problem resolution, resolving customer complaints, data input, target management, handling payments, resolving queries, secretarial tasks, customer liaison, internal/external queries, account management, document chasing, meeting deadlines.
• Picked up the job within 2 weeks and even trained new starters to teach company policies and practises.
• Upheld temporary managerial roles