G Arif
Operations Customer Expert @TP
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WORK HISTORY
Operations Customer Expert @TP
GB
Providing frontline support in a fast-paced contact centre environment, assisting citizens with essential services, enquiries, and case management across various national campaigns. Responsible for handling high volumes of inbound and outbound calls, ensuring accurate information, and delivering efficient solutions tailored to individual needs.Key Responsibilities:Appointment Scheduling – Assisted citizens with booking vaccination appointments, ensuring accuracy and adherence to national health guidelines. Facilitated referrals for housebound individuals, coordinating with local care boards to arrange home visits.Citizen Support & Data Management – Managed and documented interactions in compliance with GDPR and national standards. Maintained up-to-date knowledge of health campaigns, eligibility criteria, and protocols to provide accurate information.Case Handling – Reviewed and assessed claims, conducted claimant interviews, and verified supporting evidence to ensure compliance with benefit entitlement criteria. Provided guidance on claim updates and proactively resolved outstanding issues through outbound communication.System & Process Efficiency – Utilised various digital platforms to update records, send journal messages, and maintain detailed case notes. Identified complex cases requiring further investigation and referred them to specialist teams for resolution.Quality Assurance & Continuous Improvement – Participated in call monitoring and service evaluations to enhance overall customer experience. Worked collaboratively with stakeholders to streamline processes, ensuring efficient and empathetic support.Committed to delivering exceptional service, maintaining professionalism under pressure, and ensuring a seamless experience for citizens navigating vital public services.
ABOUT G ARIF
I am an organised and detail-oriented Case Review Agent for the Department of Work and Pensions, with extensive experience in Business Administration and Customer Service across various industries. My attention to detail, strong communication skills, and ability to perform under pressure enable me to excel in complex, high-stakes environments, both independently and as part of a team.In my current role, I am responsible for reviewing case files, ensuring accuracy and compliance with departmental policies, and supporting fair and transparent decision-making processes. This position requires a thorough understanding of procedures, attention to nuanced details, and a commitment to delivering high standards of service to the public.Previously, I worked as a Customer Service Representative at Teleperformance, supporting NHS England’s Winter Vaccination Campaign. In that role, I assisted individuals with appointment bookings for COVID-19, Flu, and RSV vaccinations, ensuring seamless coordination with local healthcare services, particularly for housebound citizens. My experience also includes administrative roles where I managed customer inquiries, schedules, and office operations, contributing to efficiency and customer satisfaction.Driven by a passion for problem-solving and continuous learning, I am always seeking to expand my skill set and take on new challenges. With a strong foundation in time management, case review, and customer relations, I am committed to delivering exceptional service and positively impacting my work at the Department of Work and Pensions.
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