Shamir Abdul

Customer Service Advisor

Manchester City Centre, Ringway, ManchesterMember since August 4, 2025

Evidence-based decision making & legislative interpretationInvestigation support, risk assessment & compliance testingCase management within regulated environmentsAudit trail creation and evidential documentationStakeholder engagement & professional challengeIntelligence handling & information governanceData analysis across multiple IT systemsProcess improvement & operational efficiency

About

Analytical and evidence-driven professional with extensive experience across government and regulated environments. Proven ability to interpret legislation, manage complex caseloads, assess risk, and produce defensible decisions supported by clear audit trails. Skilled in stakeholder engagement, investigative thinking, and maintaining compliance with policy and regulatory frameworks.

Seeking to leverage decision-making expertise within a Compliance Investigator role to support the detection, prevention, and resolution of economic crime.

Experience

Customer Service Advisor - Serco (HMRC Contract)

(2026-01)

Handle complex enquiries within a regulated government environment, ensuring adherence to policy, data protection, and compliance standards.
Assess customer information to determine appropriate outcomes, escalating potential risk indicators in line with operational guidance.
Maintain accurate and detailed case records to support audit and quality assurance requirements.
Apply structured questioning techniques to gather relevant information and support evidence-based resolutions.
Work to strict performance and quality targets while maintaining professionalism in sensitive scenarios.

Manager - Burger Buns

(2024-12 - 2025-12)

Led daily operations while ensuring regulatory and safeguarding compliance across business activities.
Investigated customer complaints, identifying root causes and implementing corrective actions to reduce repeat incidents.
Maintained accurate financial and operational records to support transparency and accountability.
Trained and supervised staff, reinforcing procedural adherence and risk awareness.
Built effective relationships with external partners and suppliers to maintain operational standards.

Decision Maker - Department for Work and Pensions

(2024-03 - 2024-12)

Made legally defensible decisions on complex benefit cases through detailed interpretation of legislation and policy.
Evaluated multiple sources of evidence, identifying inconsistencies and resolving conflicting information to reach justified conclusions.
Produced clear written rationales to evidential standards, ensuring decisions could withstand review or challenge.
Acted as a technical point of contact for colleagues on complex cases, supporting consistent application of regulatory guidance.
Led improvements to team processes in response to policy updates, strengthening compliance and decision accuracy.

Customer Service Coordinator (Contract) - Baxter Healthcare

(2023-07 - 2023-10)

Managed sensitive patient data in line with strict governance and confidentiality requirements.
Investigated order discrepancies and escalated clinical concerns appropriately to mitigate risk.
Coordinated with internal teams and third-party providers to ensure accurate and compliant service delivery.
Maintained detailed system records to support operational accountability.

Administrative Officer (Tax Advisor) - HMRC

(2021-11 - 2022-11)

Handled complex tax enquiries, analysing financial information to provide accurate guidance aligned with legislation.
Researched and interpreted regulatory requirements across multiple systems to support evidence-based responses.
Maintained high standards of confidentiality while working with sensitive financial data.
Identified potential compliance concerns and escalated cases in accordance with departmental procedures.
Developed strong knowledge of UK financial and employment frameworks within a regulated environment.

Manager - Nakhon Thai, London - London

(2016-11 - 2021-06)

Oversaw operational compliance, cash controls, and record keeping within a high-volume environment.
Investigated incidents and resolved issues using structured problem-solving approaches.
Supervised staff performance, ensuring adherence to procedures and quality standards.
Implemented process improvements that enhanced operational consistency.

Bartender & Waiter - Scarlets - Manchester

(2013-11 - 2016-08)

Delivered high-quality customer service in a fast-paced setting while maintaining accuracy in transactions.
Managed payments and completed end-of-day reconciliations with attention to detail.