Rafia Younus

Multilingual customer service professional with strong experience in financial services, telecommunications and retail environments. Fluent in Italian and English, with a proven ability to deliver high-quality customer support across phone, email and digital channels. Experienced in handling complex customer queries, negotiating payment solutions and maintaining compliance with regulatory standards.

A reliable, empathetic and results-driven individual who thrives in fast-paced environments and is committed to delivering excellent customer experiences.

Debt Collector - Intrum UK - Manchester

(2023-02)

• Manage customer accounts to recover outstanding debts in line with court orders
• Negotiate affordable repayment plans tailored to customer circumstances
• Deliver customer-focused solutions to reduce overall debt while maintaining compliance
• Handle sensitive conversations with professionalism and empathy

Sales Executive - Tech Mahindra - Salford

(2021-07 - 2023-01)

• Handled inbound customer calls relating to billing, upgrades and technical queries
• Built strong relationships by understanding customer needs
• Supported team performance and handled escalations effectively

Customer Service Advisor - Trusted Mortgage Claims - Manchester

(2020-01 - 2021-06)

• Managed inbound and outbound calls, emails and customer enquiries
• Processed and updated customer claims with accuracy and attention to detail
• Maintained records and ensured compliance with company and data protection policies
• Assisted in creating call scripts and improving service processes

Customer Team Member - Three Mobile UK - Manchester

(2018-07 - 2019-12)

• Delivered excellent in-store customer service and resolved queries efficiently
• Matched products and services to customer needs to drive sales performance
• Achieved personal and team KPIs
• Managed transactions, accounts and customer issues
• Handled payments, refunds and online orders

Retail Sales Assistant - Fashion Era - Manchester

(2015-11 - 2017-05)

• Assisted customers with product selection and provided excellent service
• Managed cash handling, refunds and returns
• Maintained product knowledge and visual merchandising standards

Sales Assistant - Gioielleria Stroili Oro - Italy

(2015-02 - 2015-05)

• Delivered high-quality customer service in a retail environment
• Supported daily store operations and team activities
• Maintained store presentation and assisted customers with purchases

Bachelor's degree - psychology - Manchester Metropolitan University (2017 - 2020)

Certificate of Higher Education - Humanities & Social Sciences - Trafford College Group (2016 - 2017)

GCSEs - English, Maths, Italian - Bury College