Danish Zafar
Islamabad
Summary
Dynamic Customer Service Manager with a proven track record at Extreme Engineering Systems Pvt Ltd., excelling in training and mentoring teams to enhance productivity and customer satisfaction. Skilled in metric tracking and complaint resolution, I drive initiatives that foster loyalty and ensure sustainable quality performance in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Extreme Engineering Systems Pvt Ltd.
08.2018 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Setting departmental goals and strategies aligned with organizational objectives.
- Designing and implementing customer service policies and SOPs.
- Driving initiatives to enhance customer satisfaction and Loyalty.
Assistant Customer Service Manager
Extreme Engineering Systems Pvt Ltd.
06.2017 - 07.2018
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
Education
Associate of Arts - Political Science And Sociology
University of Punjab
01-2025
Certificate of Higher Education (Level 4) - Business Management
University of London
Islamabad08-2021
Bachelor of Arts - Political Science And Sociology
University of Sargodha
08-2018
A-Levels - Arts
Westminster School And College
Islamabad08-2014
O-Levels - Arts
Westminster School And College
Islamabad08-2008
Skills
- Metric tracking
- Staffing coordination
- Training and mentoring
- Complaint resolution
- Experience in Data Researching for Fortune 500
- Leading Customer Quality issue, resolution to assure sustainable quality performance
- Maintaining and assuring core KPIs,, such as time and quality metrics
- Ability to work in fast-moving environment with changing priorities
- Experience in using different industry-specific tools
- Proficient english language skill
Languages
English
Full Professional
Timeline
Customer Service Manager
Extreme Engineering Systems Pvt Ltd.
08.2018 - Current
Assistant Customer Service Manager
Extreme Engineering Systems Pvt Ltd.
06.2017 - 07.2018
Associate of Arts - Political Science And Sociology
University of Punjab
Certificate of Higher Education (Level 4) - Business Management
University of London
Bachelor of Arts - Political Science And Sociology
University of Sargodha
A-Levels - Arts
Westminster School And College
O-Levels - Arts
Westminster School And College
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