Umer Malik

Motivated professional with strong interpersonal skills dedicated to customer satisfaction. Adapts to diverse needs, ensuring effective communication and problem resolution. Demonstrates a commitment to enhancing team dynamics and achieving organizational goals through collaborative efforts.

Customer Service Representative - Screfix spares - Birmingham, West Midlands

(2025-02)

• Addressed customer service enquires quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Maximised customer satisfaction by resolving service issues promptly.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Facilitated seamless returns and exchanges, adhering to company policies while prioritising customer convenience.

Manager - Big johns - Birmingham, West Midlands

(2008-12 - 2024-10)

• Monitored staff performance and developed improvement plans.
• Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
• Conducted performance reviews, identifying areas for development and rewarding high achievers.
• Customer Service: Provided fast, friendly customer service to 100+ customers per shift in a high-pressure environment
• Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Supervised supply purchases, management and tracking in line with budgetary requirements.
• Recruited and hired staff for organisational vacancies and enforced consistent policies across
• Cash Handling: Operated tills, handled cash and card payments with 100% accuracy and completed end-of-day cash reconciliation
• Food Safety & Hygiene: Maintained high standards of food hygiene and health & safety, following company procedures and HACCP guidelines
• Food Prep: Prepared food to company specification while maintaining speed and quality during peak times
• Cleaning: Ensured shop was clean, safe and presentable at all times in line with company standards
• Stock & Deliveries: Managed stock rotation, deliveries, and waste control to minimise loss

A-Levels - Govt M.A.O college (1999-06 - 2001-07)