Umar Ghani

I am a highly motivated and ambitious individual with a strong passion for delivering exceptional customer service. I have excellent communication and interpersonal skills, enabling me to engage effectively with a diverse range of individuals. My ability to quickly adapt to new environments and challenges allows me to seamlessly transfer my skills to any role I undertake.

I thrive in fast-paced settings, consistently meeting and exceeding expectations by staying disciplined, proactive, and solution-focused. Outside of work, I am committed to personal growth and self-improvement, which enhances my ability to perform in a professional environment.

Customer Service Advisor at ESA (2026-01 – 2026-04)

• Handled incoming calls from solicitors, providing efficient resolutions and professional support.
• Created and managed cases, ensuring they were referred to the appropriate departments promptly.
• Collaborated with various departments to resolve customer issues effectively.
• Consistently met performance KPIs, including Average Handling Time (AHT), Wrap Time, Adherence, and Transfer Rates.
• Assisted callers with general queries, complaints, and escalations while ensuring customer satisfaction.
• Resolved customer concerns, such as missing SMS messages, incorrect assignments, and information updates.
• Assigned solicitors and provided case updates to clients in a timely manner.

Career Break (2023-12 – 2026-01)

• Took time away from employment due to significant family circumstances.
• Provided support to my grandmother during a period of ill health.
• Travelled to Pakistan following her passing to attend her burial and support family members during bereavement.
• Remained actively engaged in job searching throughout this period.
• Developed resilience, adaptability, and strong organisational skills while managing personal responsibilities.
• Returned to employment fully motivated and committed to progressing my career.

Customer Service Advisor at HGS (2023-05 – 2023-12)

• Handled incoming calls from solicitors, providing efficient resolutions and professional support.
• Created and managed cases, ensuring they were referred to the appropriate departments promptly.
• Collaborated with various departments to resolve customer issues effectively.
• Consistently met performance KPIs, including Average Handling Time (AHT), Wrap Time, Adherence, and Transfer Rates.
• Assisted callers with general queries, complaints, and escalations while ensuring customer satisfaction.
• Resolved customer concerns, such as missing SMS messages, incorrect assignments, and information updates.
• Assigned solicitors and provided case updates to clients in a timely manner.

Student at St Bede's & St Joseph's Catholic College Sixth Form (2021-10 – 2023-05)

Focused on completing studies at St Bede's & St Joseph's Catholic College Sixth Form.

• Successfully achieved a Distinction in Criminology and a Merit in Public Services.
• Developed strong research, analytical, communication, and teamwork skills through academic coursework and projects.
• Balanced educational commitments while preparing for entry into the workforce.
• Successfully completed studies and transitioned into full-time employment in May 2023.

Customer Service Advisor at Vision Fashions (2021-01 – 2021-10)

• Provided personalised advice to customers, helping them choose outfits for special occasions (e.g., weddings, casual events).
• Processed bespoke dress orders and liaised with suppliers to ensure timely delivery.
• Maintained a clean and organised store environment to enhance the shopping experience.
• Managed stock by categorising and organising items (Wedding, Bride, Groom, General).
• Processed transactions and managed orders through the till system, ensuring accuracy and efficiency.

High School – St Bede's & St Joseph's Catholic College

Sixth Form – St Bede's & St Joseph's Catholic College (2021-09 – 2023-09)