1. Mr Adeel Javed
Mobile No: 07779631715 | Deeli_46@hotmail.com |
Personal Profile
I am experienced, disciplined, and highly motivated individual. An accomplished and fluent communicator with strong
investigation,problemsolvingand decision makingskills, With strongcustomer serviceand analytical skills and a proven
track record of producing quality work and achieving business targets. I pride myself on excellent two way
communication,planningand influencingskillsand alwaysdemonstratehigh personal integrity and the ability to relate to
and create trust in all.Apassionateand ambitious individual;enjoy working as part of a team and working i ndependently.
I confidently take on daily tasks and challenges, which I thrive on. I’m willing to undertake any training & development
initiatives offered to further my career development, I have a flexible attitude to work and adapt well to new working
environments. I am honest and trustworthy with an excellent attendance and punctual record. I am capable of working
long hours and under pressure, I excel at meeting deadlines
Summary of Key Skills:-
 Experience as a business tester: development & software testing a new billing & payment system, end to end
scripting using QC and Excel, testing and debugging. SQS trained on Agile methodology and working under
waterfall methodology.
 Attention to details, ability to translate complex data and problem solving
 Team player,with strong communication,interpersonal skills
 Interactingwith the business user and clients for requirement gathering, designing,and reporting
 Strong technical skillsi.e.Officeskills,SAP CRM, Siebel,
 Managingcustomer accountand treating customers fairly
 Managingcustomer claims (motor) and complaints atthe same time providing world class customer service
experience.
 Takingownership of high level complaints,listeningto the customer and resolvingtheir issues to the customer
satisfaction and within businesspolicy and procedures.
 Quality checkingand listeningto customer feedback on NPS, coachingagents to increase performance.
 Problem solvingwith gas & electric accounts,cross metering issues,plotaddress issues,missingpayments ,
change of tenancy,
 Dealingwith potential fraudulentaccounts,liaisingwith 3rd parties E.g police,landlords,revenue protection
 Extensive debt process knowledge.
 Implements weekly strategy plan,contingencies to ensure high level of productivity.
 Nominated to attend the CreditToday Awards 2011 & 2013 in recognition for my commitment to Catalyst
project, dealingwith high Level Complaints and high value& high risk accounts
 Maintained excellenttechnical and communication skills.
 Employer of the month twice in a row for achieveall KPI and 100%on quality checks.
 Maintained and achieved high levels of quality and ensured an excellentcustomer journey. Consistently above
target of 80% good calls.
Career History
British Gas
Account Resolution Specialist, Late Live Programme, Customer Operation. Jun 2012 - Present
 Reviewing and analysingaccounts suitablefor litigation
 Liaisingwith Solicitors,customers and stakeholders
 Billingand invoicecustomers
 Apply appropriatecourtcharges to customer accounts
 Agree suitablepaymentagreement and process received admission forms
 Account manage
 Track and tracecustomers and correctaddress usingexternal systems e.g. - Experian,VOA
 HandlingHigh Value accounts
 Involved in workshops,training,presentation to engage and influence stakeholders to make key business
decisions
Business Tester, Debt Wizard Project, Catalyst, IS, British Gas Residential. Oct 2011 – Jun 2012
 Reporting to Business,ITProjectManagers and SCRUM Master, responsiblefor;-
 Workingunder waterfall and Agile Methodology to deliver a new billing, payment and customer management
system to optimiseIT system such as SAP CRM, Siebel and other British Gas applications.

2.  Assisting development team to develop test scenario thatmet business acceptancecriteria
 Providinga link between front lineagents, business Users,the customer, the development team and third party
regardingthe delivery of the system configuration throughoutthe development cycle
 Travelled to various locationsin theUK to engage with multiplestakeholders across theorganisation to ensure
all processes and requirements were accurately defined
 Bridgingthe gaps in domain understandingbetween business users,third party clients and technical team.
Coordinatingwith the stakeholders to translatethe business requirement into actual projectplan
 Planned,organised and priorities major task and activities into Sprints/ iteration based on most business value
 Worked with the test team to successfully preparethe testing plan,scopeand other relevant documents and
reviewing the test cases prepared
 Maintained strongstakeholder engagement at all levels,holdingmeetings / briefings & demonstration session in
readiness of business implementation of new designs within the Business OperatingModel
 Development & testing Debt Wizard softwareon the catalystproject
 Reporting to the productowner & Test lead Manager with design idea’s and defects
 Managingoffshorecolleagues with daily testingtask
Debt Collector, Customer Operation, British Gas Residential Feb 2011 – Oct 2011
 Contacting customer's via the outbound dialler system, ensuring that the customer is set-up on the best possible
payment arrangement and to find the appropriate resolution to help them to clear their arrears at the same time
providing the customer with the best possible customer experience.
 Work to targets ensuring individual and team targets are met on a daily, weekly and monthly basis.
 Managing team commitment levels and providing feedback
 Managing team complaints giving feedback and identifying training needs.
 Managing new starters, providing system support and establishing further training needs and reporting back to
the team manager.
 Dealing with high value complex account. Cross metering issue, erroneous transfers , incorrect billing, payment
issues etc
 Actively attendingfocus groups and calibration sessionsfor W&WBand giving feedback to teams with any system
updates or potential faults.
 Monitoring own stat's and figures
 Trialling new processes and liaising with the management team to provide feedback to achieve the best outcome
on the processes being trailed (E.g. – IGT metering and Sainsbury’s Incentive trials)
Direct Line
Motor Claims Handler, Direct Line, Manchester Mar 2008 – Feb 2010
Key duties involved complaints handling, dealing with new and existing motor claims, arrange repairs, hire vehicles and
recovery of vehicle from the scene of an accident, management of my own clients and files collecting evidence and
reporting back to fraud management teams. I have gained a lot of experience in deali ng with a wide range of
people/clients such as Direct Line customers and 3rd parties, the police, solicitors, other insurance companies and high
profile customers.
Co-operative Insurance service
Claims Handler, Co-operative Insurance service, Manchester Sep 2007 – Mar 2009
Day to day activity involved takinginboundcallsin thecontactcenter,settingup newmotor claims,from3rd parties and Co-op
customers.Arrangingrepairsand takingexcesspayments.Amendingpolicies and generating leads for personal injury claims.
British Gas
Operational Support British Gas, Oldham Oct 2005 – Mar 2007
Within thisroleI’vemanaged newstartersand managersandtrained themon to systems (SAP),heldteambriefs and meetings.
The key aspectof my roleas an Operational support/Billingadministrator I dealtwith billingqueries/ systemupdates/
faults/quality control andprovidingadditional supportto theteamwith complex customer accountscomplaintsand queries.
Education
The Radclyffe School, Hunt Lane, Chadderton, Oldham, OL9-OLS
GCSE: 5 GradeC,2 GradeD includingEnglish,MathsandScience.
Manchester Metropolitan University (2004-2005)
Business Enterprise: Pass Visual Basics/HTML: Pass
Maths: Pass Computer Installation: Pass