ASLAM ASWAT

07857 497 472 | azyaslam@hotmail.com

Human Resource Management (HRM) | Customer Focus | Stakeholder Engagement | Recruitment

Results-driven HR and customer service professional with a proven track record in leading customer-focused teams and fostering strategic
partnerships with stakeholders across diverse sectors. Recognised for maintaining high standards, consistently exceeding challenging targets and
delivering exceptional customer service experiences while providing advisory services, including employment coaching, career pathing and professional
development guidance. Natural affinity for talent acquisition, workforce development and employee training, with a demonstrated ability to drive
performance and tactfully resolve conflicts. Pivotal in ensuring compliance with internal policies and employment law. Maintains confidentiality,
empathy and professionalism while handling sensitive matters. Excels at managing recruitment processes, setting and exceeding Service Level
Agreements (SLAs), and consistently reviewing and improving processes to enhance internal operations and service quality.

CORE COMPETENCIES

HR Advisory Services Training and Development Customer Success Management

Policy Implementation Performance Management Complaint Resolution
Employee Engagement Employee Relations MS Office Suite

PROFESSIONAL EXPERIENCE

Employment Coach · Workpays 2022 – Present

Support individuals at all stages of their employment journey. Assist with skill acquisition and job placement, fostering career advancement and self-
sufficiency. Supported individuals in securing sustainable employment. Support businesses by contributing to workforce development and talent
acquisition.
● Effectively managed high-volume caseloads exceeding 70 individuals. Consistently achieved job placement targets.
● Won recognition as one of the top three employment coaches across company branches in Leicestershire and Wolverhampton.
Consistently acknowledged as the leading employment coach in the Leicester branch.
● Facilitated access to employment opportunities by providing apprenticeship support, personalised training, and interview coaching,
enhancing individuals' prospects for sustainable and rewarding career paths.
● Fostered self-belief, skills acquisition and motivation for advancement into stable employment or further education by delivering tailored
guidance and mentoring to unemployed individuals.
● Promoted job retention and career progression for employed individuals by providing ongoing support. Ensured continued success and
offered additional assistance on an ad hoc basis.
● Cultivated strategic partnerships with diverse businesses and organisations including DWP, Royal Air Force, fire services, police force
and NHS. Cultivated opportunities for participants and secured future support and job placements.
● Evaluated and advanced participants' employability and personal development targets through targeted 1:1 sessions and group-based
learning initiatives.

Advice Session Worker · Citizens Advice Leicestershire 2019 – 2022

Offered confidential and impartial advisory services to residents. Ensured accessibility and inclusivity by advising all individuals seeking support.
Provided timely assistance to diverse clientele by delivering support services via face-to-face, telephone and email channels.
● Conducted client interviews with sensitivity and empathy. Identified underlying issues and provided tailored guidance to empower
individuals in overcoming challenges.
● Evaluated client needs and determined appropriate service levels, considering factors such as client capacity, issue complexity and
organisational resources.
● Demonstrated expertise in financial matters, particularly post-Covid financial challenges, while offering guidance on debt management
and financial hardship mitigation.
● Enhanced clients' access to specialised assistance and resources by facilitating referrals to relevant external organisations.
● Fostered collaborative relationships with stakeholders across various sectors, including health, voluntary and community organisations,
to maximise support networks for clients.
● Thrived in high-pressure environments. Consistently achieved targets. Upheld organisational principles and objectives.
● Ensured accurate documentation on internal systems. Maintained records of client interactions and follow-up actions.
● Pursued continuous professional development and expanded expertise in diverse areas including debt management, housing, benefits,
immigration, employment issues and domestic violence.
● Provided training and mentorship to new team members, facilitating the efficient operation of the Leicester branch. Elevated team
performance and accelerated new employee ramp-up time.
 07857 497 472 | azyaslam@hotmail.com

Advisor · Sytner - BMW - Leicester (Fixed-Term Contract) 2019

Managed customer interactions across multiple communication channels including phone calls, emails and live chat, ensuring the delivery of
exceptional service and satisfaction as the primary point of contact.
● Consistently met and exceeded performance targets within a fast-paced Contact Centre environment. Demonstrated attention to detail
and efficiency in addressing customer inquiries.
● Handled a diverse range of BMW/MINI-related queries and effectively resolved customer complaints.
● Provided valuable assistance to customers regarding vehicle bookings, service scheduling, recalls, and repairs, offering knowledgeable
guidance to facilitate smooth resolution of issues.
● Advised customers on troubleshooting techniques for vehicle-related problems, guiding them through the process of tracking their vehicles
through service and repair procedures.
● Fostered strong customer relationships through proactive communication, keeping clients informed of any additional work required and
ensuring transparency throughout the service process.

Team Leader · Europcar 2017 – 2019

Directed and supervised a team of ten within a high-volume, target-oriented environment. Ensured optimal performance and productivity levels while
providing effective leadership and facilitating conflict resolution.
● Monitored performance metrics, targets, attendance records and call waiting times, maintaining a keen focus on operational efficiency.
● Defined and embedded team objectives and employee standards, fostering a culture of accountability and excellence.
● Demonstrated in-depth understanding of the role, providing guidance and support to team members based on specialised knowledge and
expertise. Actively participated in meetings and training sessions to enhance proficiency.
● Maintained flexibility and commitment to accommodate fluctuating work demands, ensuring team success.
● Won recognition and acknowledgement for effective team management and establishment of strong interpersonal relationships,
contributing to a positive work environment and high morale.
● Identified areas for improvement and implemented targeted strategies for enhancement. Conducted thorough analysis of customer
feedback, employee performance metrics, call data, system reports and procedural documentation.

Collections Advisor · Next (Fixed-Term Contract) 2016 – 2017

Managed debt cases within the collections department at NEXT plc's head office in Enderby, overseeing the arrangement and implementation of
customised payment plans to facilitate the recovery of outstanding payments.
● Provided support and guidance to customers by utilising various communication channels including email, telephone, and written
correspondence, while adhering to FCA regulations and company protocols.
● Achieved a flawless record with a 100% customer satisfaction rating, reflecting exceptional service delivery and professionalism in debt
management processes.
● Navigated internal systems such as iGuide and Tallyman; ensured accurate and efficient execution of company procedures.
● Fostered effective communication and collaboration with external debt agencies and internal departments. Facilitated the coordinated
management of individual cases and optimised debt recovery efforts.
● Engaged with vulnerable customers daily, offering empathetic support and financial guidance tailored to their needs and circumstances.
Crafted personalised payment plans, promoting timely and full payment compliance.
● Conducted thorough case reviews within deadlines. Consistently outpaced company targets for efficiency and effectiveness.
● Maintained an exemplary attendance record and demonstrated unwavering dedication to achieving exceptional results in debt
management and customer service.

Customer Service Advisor & Sales Professional · British Gas 2014 – 2016
Cemented an appreciation as to the importance of first-class customer service, alongside energy, drive and enthusiasm within one of the UK's largest
and busiest call centres, addressing issues ranging from boiler breakdowns to landlord certification with urgency and professionalism.
● Rapidly mastered internal software (WIMIS) to streamline processes and ensure swift resolution of customer queries.
● Leveraged sales training to identify and capitalise on upselling opportunities, contributing to growth and revenue generation.
● Collaborated closely with various internal departments including dispatch teams, engineers, cancellations and complaints teams, as well
as external entities such as the National Grid, fostering strong working relationships.
● Received continuous accolades from call monitoring teams for outstanding performance and adherence to quality standards.

EDUCATION AND QUALIFICATIONS

Diploma in Customer Service, Babington College, Leicester

BA Honours, Business Information Technology, De Montfort University, Leicester