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Senior
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0
jobs
Excellent Customer Service knowledge specialising in Fashion and Property
Niyaz Summerland
,
london, United Kingdom
Experience
Other titles
Skills
I'm offering
Hello, Niyaz here. I come from over 13 years of customer service experience, from fashion to property development. I understand people and know what customers need. I have been able to turn the unhappiest of people into long life customers and people trust me. My people skills are amazing and I have a talent for getting to know people to be able to really connect with what they might need, sometimes before even they know it themselves.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2021
job
Customer Relations Manager
Almacantar.
● In charge of all residential customers across 3 developments (Centre Point, Lyons Place and The Bryanston), including ASTs
● Responsible for full move in process from exchange of contract to end of DLP
● Main point of contact for Multiplex on-site in both Centre Point (property values £1.3m-£55m) and Lyons Place (£700k-£3m)
● Assisted Development Managers to successfully complete on Lyons Place at the end of 2019
● Managing a team of contractors and liaising with customers on all snags and defects resulting in completion of over 5,000 snags by end of 2019
● In charge of snagging 200 units before contractual completion across 2 sites
● In charge of inductions at Centre Point and Lyons Place
● Assisted with the development and roll out of resident app at Centre Point
● Liaison between Estate Management team and Almacantar at Centre Point
● Assisted in creating content and rolling out of all user manuals across all 3 developments
● Handled all escalation/emergencies for Lyons place and Centre Point
Ballymore (Royal Wharf Development)
● Responsible for full move in process from exchange of contract to end of DLP
● Main point of contact for Multiplex on-site in both Centre Point (property values £1.3m-£55m) and Lyons Place (£700k-£3m)
● Assisted Development Managers to successfully complete on Lyons Place at the end of 2019
● Managing a team of contractors and liaising with customers on all snags and defects resulting in completion of over 5,000 snags by end of 2019
● In charge of snagging 200 units before contractual completion across 2 sites
● In charge of inductions at Centre Point and Lyons Place
● Assisted with the development and roll out of resident app at Centre Point
● Liaison between Estate Management team and Almacantar at Centre Point
● Assisted in creating content and rolling out of all user manuals across all 3 developments
● Handled all escalation/emergencies for Lyons place and Centre Point
Ballymore (Royal Wharf Development)
Exchange, Management, Content, Development, App, Customer, Manager
2017 - 2018
temp
Customer Liaison
Ballymore.
● Worked closely with wider completions team, including the property acceptance managers, the moving team and the after-care team to ensure a seamless customer experience for all buyers
● Main point of contact for all completion queries with buyers in over 3,500 units
● Managing and attending buyer home demonstration and handover appointments
● Managing the completions appointment diary and buyer profiles
● Worked extensively with Salesforce
● A trusted advisor for all buyers with regards to their home demonstration defects
● The first point of contact for all escalations and any legal issues relating to contracts
● Main point of contact for all completion queries with buyers in over 3,500 units
● Managing and attending buyer home demonstration and handover appointments
● Managing the completions appointment diary and buyer profiles
● Worked extensively with Salesforce
● A trusted advisor for all buyers with regards to their home demonstration defects
● The first point of contact for all escalations and any legal issues relating to contracts
Customer experience, Salesforce, Trusted Advisor, Contracts, Customer
2016 - 2017
job
Senior Customer Care Manager
Childsplay Clothing.
● Overall management of customer service team of 6 including annual reviews
● Prioritised daily tasks based on call and email volumes and strict SLAs
● Developed training materials for customer service consultants
● Responsible for change projects to improve consultants' performance and customer satisfaction
● Evaluated customer satisfaction surveys and training results to develop team skills
● Ensured all KPIs were met and resolved escalations with high level of attention to detail
● Delivered a weekly report on: productivity of customer care consultants; volume of calls and emails; and a monthly report on all product quality issues
● Built strong relationships with all customers including VIP
● Made calls to lapsed buyers to rebuild and maintain relationships
● Prioritised daily tasks based on call and email volumes and strict SLAs
● Developed training materials for customer service consultants
● Responsible for change projects to improve consultants' performance and customer satisfaction
● Evaluated customer satisfaction surveys and training results to develop team skills
● Ensured all KPIs were met and resolved escalations with high level of attention to detail
● Delivered a weekly report on: productivity of customer care consultants; volume of calls and emails; and a monthly report on all product quality issues
● Built strong relationships with all customers including VIP
● Made calls to lapsed buyers to rebuild and maintain relationships
Training, Management, Customer service, Service, Surveys, Detail, Customer, Manager
2016 - 2016
temp
Customer Service Manager - Temp Contract
Cannes Lions Festivals.
● Managed a team of 8 customer service consultants
● Overall management of new hire trainings within the customer team
● Extremely organised, ensuring all KPIs met whilst maintaining a seamless customer experience
● Upsold entries to advertising agencies and cross-sold entries to new customers
● Received excellent feedback from CEOs while managing complex customer queries at Cannes
● Overall management of new hire trainings within the customer team
● Extremely organised, ensuring all KPIs met whilst maintaining a seamless customer experience
● Upsold entries to advertising agencies and cross-sold entries to new customers
● Received excellent feedback from CEOs while managing complex customer queries at Cannes
Advertising, Customer experience, Management, Customer service, Service, Service Manager, Customer, Manager
2015 - 2015
job
Customer Service Manager
Olivia Burton.
● Managed a team of 3 customer service consultants and dealt with all escalations within 24 hours
● Scheduled and dealt with customer orders from online queries, to after sale, to repairs
● Responsible for weekly and monthly reporting to directors on all repairs completed and outstanding, number of faulty watches and most reported quality issue
● Introduced new system that reduced repair times from 6 to 4 weeks
● Regular interaction with warehouse managers and wholesale customers
● Screened orders for fraudulent transactions
● Scheduled and dealt with customer orders from online queries, to after sale, to repairs
● Responsible for weekly and monthly reporting to directors on all repairs completed and outstanding, number of faulty watches and most reported quality issue
● Introduced new system that reduced repair times from 6 to 4 weeks
● Regular interaction with warehouse managers and wholesale customers
● Screened orders for fraudulent transactions
Customer service, Service, Online, Wholesale, Service Manager, Customer, Manager, Transactions
2012 - 2015
job
Customer Service Trainer (EMEIA)
Burberry.
● Managed and resolved escalations for over 50 new hires for first 12 weeks of their training
● Ongoing management assistance after 12 week period ended
● Helped develop training programme rolled out companywide due to its success - resulted in an increase in department's sales by 10%
● Responsible for weekly and monthly reporting to the head of customer service and head of training and development on consultants trainings, call and email qualities
● Addressed individual training needs resulting in a 100% rating for 98% of staff
● Conducted classroom, distant learning and workshop style trainings
● Collaborated with global customer service team in HK, NY and Shanghai
● Monitored all contacts to ensure that consultants understood the Burberry Experience
● Extensive knowledge of product quality assurance
● Subject matter expert in all customer service systems, processes, product and policies
● Supported corporate customer service team implement training strategies and KPIs
● Ongoing management assistance after 12 week period ended
● Helped develop training programme rolled out companywide due to its success - resulted in an increase in department's sales by 10%
● Responsible for weekly and monthly reporting to the head of customer service and head of training and development on consultants trainings, call and email qualities
● Addressed individual training needs resulting in a 100% rating for 98% of staff
● Conducted classroom, distant learning and workshop style trainings
● Collaborated with global customer service team in HK, NY and Shanghai
● Monitored all contacts to ensure that consultants understood the Burberry Experience
● Extensive knowledge of product quality assurance
● Subject matter expert in all customer service systems, processes, product and policies
● Supported corporate customer service team implement training strategies and KPIs
Training, Management, Customer service, Sales, Service, Quality Assurance, Development, Workshop, Management assistance, Processes, Customer
My education
Brunel University
Vocational, Law
Vocational, Law
n/a
BSc, Social Anthropology
BSc, Social Anthropology
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