Hassham Habib
Certified Customer Services Professional
Summary
Meticulously proactive and customer-centric expert boasting an illustrious 12-year tenure marked by exemplary achievements in customer service and quality assurance. Seeking to secure a captivating role in Customer Services, wherein I can harness my exceptional proficiency to consistently furnish unparalleled customer experiences, catalyze robust business expansion, and diligently contribute to the continual refinement of operational processes. My steadfast dedication to prioritizing customer needs and my adeptness in streamlining service operations make me an invaluable asset to any customer-oriented enterprise.
Overview
17
17
years of professional experience
Work History
Customer Service Associate
Digital Billing Services
01.2023 - Current
- Ensure exceptional customer experiences and timely resolutions to inquiries, issues, and complaints, contributing to overall customer satisfaction and business success
- Expertly manage incoming customer emails and swiftly analyze and categorize each request to generate tickets using Zendesk, ensuring all queries receive proper attention and tracking through their lifecycle
- Performed effective solutions to customer problems, addressing complaints with empathy and professionalism to transform dissatisfied customers into loyal advocates
- Prioritize responding to customer queries with care and precision, delivering accurate and timely responses that meet customers' needs
- Track and update customers on order details, including shipment status and tracking IDs
- Thrive in fast-paced environment, efficiently managing average of 70 to 90 tickets daily, meeting service level agreements, and maintaining high response rate for prompt customer support
- Actively seek opportunities to gauge customer satisfaction levels and gather feedback, identifying areas for improvement and advocating for process enhancements to enhance overall customer experience
- Contribute to development and maintenance of comprehensive knowledge base, empowering customers and team members to access accurate solutions efficiently
- Actively participate in continuous process improvement initiatives, striving to optimize support procedures and enhance service capabilities.
Customer Service Manager
Ignite Marketing SMC PVT LTD
01.2021 - 01.2023
- Responsible for overseeing customer service team and ensuring that customers have positive experience
- Manage and train customer service representatives, monitor customer interactions, address any issues that arise, and create and implement procedures and policies to improve customer satisfaction
- Provide Amazon & eBay customer service through chat, emails, and calls interactions
- Respond to customer inquiries, address complaints and resolve issues, and provide accurate and timely information about products and services
- Respond promptly regarding FBM and FBA products
- Resolve product damage and delivery issues
- Assist in product hunting for clients to identify new beneficial products for Amazon.
Personal Assistant to Chief Internal Auditor
Pakistan Railways
05.2011 - 04.2021
- Schedule and coordinate meetings and appointments for Chief Internal Auditor
- Manage and maintain Chief Internal Auditor's calendar and schedule
- Answer and direct phone calls, emails, and other correspondence to the Chief Internal Auditor
- Organize and maintain files, documents, and records for the Chief Internal Auditor
- Assist with travel arrangements, including booking flights, hotels, and transportation
- Perform research and gather information as requested by the Chief Internal Auditor
- Provide administrative support for projects and initiatives led by the Chief Internal Auditor
- Maintain confidentiality of information and sensitive documents related to the Chief Internal Auditor's work.
SENIOR CUSTOMER SERVICES EXCUTIVE/ QUALITY ASSURANCE
Prestige Marketing (SMC-PVT) Limited
01.2017 - 12.2020
- Develop and implement quality assurance policies and procedures
- Conduct regular quality audits of products, services, and processes
- Identify and implement improvements to quality processes
- Perform UK energy contract audits on large and small commercial clients
- Handle day-to-day customer contracts
- Prepare relevant documents for change of tenant to terminate current energy contracts
- Provide training and development opportunities for sales team members
- Monitor and analyze customer service metrics to identify trends and areas for improvement.
Customer Service Executive
Prestige Marketing (SMC-PVT) Limited
01.2015 - 12.2018
- Handle a high volume of incoming calls from customers
- Promote and sell energy products and services to potential and existing customers over the phone
- Respond to customer inquiries and provide accurate information about energy products and services
- Assist customers with account changes, such as address updates, meter readings, and contractrenewals
- Identify sales opportunities and upsell energy products and services to existing customers
- Build and maintain relationships with customers
- Achieve sales targets and quotas
- Keep up-to-date with energy market and industry knowledge
- Record customer interactions and transactions in a computer system
- Resolve customer complaints and issues in a timely manner.
Banquet Sales Executive
Hassham Habib, ROYAL PALM GOLF & COUNTRY CLUB
01.2012 - 10.2012
- Meet with potential clients to understand their event needs and provide proposals and pricing options
- Coordinate with internal teams (such as catering and event planning) to ensure that all details of theevent are executed successfully
- Negotiate contracts and finalize event details with clients
- Achieve sales targets and build relationships with new and repeat clients
- Stay current on industry trends and competitor activity to remain competitive in the market
- Maintain accurate records and reports of sales activity.
Customer Services Officer | Phone Banking Officer
Bank Alfalah Limited
06.2008 - 05.2011
- Handle a high volume of incoming calls from customers
- Respond to customer inquiries and provide accurate information
- Assist customers with account changes, such as address updates and password resets
- Resolve customer complaints and issues in a timely manner
- Identify and escalate more complex issues to the appropriate department or manager
- Record customer interactions and transactions in a computer system
- Upsell bank products and services to existing customers.
Sales Executive
Al Arab Style Trading LLC Ltd
05.2006 - 12.2007
- Months)Manage inventory and order products
- Set up and maintain sales displays
- Provide training to other sales staff
- Participate in sales meetings and conference calls
- Work with Hyper Market, Carrefour, Giant, and Hyper Panda for Children and Home applianceproducts.
Education
Bachelor of Business Administration - BBA - Marketing
Gordon University
Dubai, UAE 09.2005 - 2008.02
Skills
Hospitality Industryundefined
Courses
- International Entertainment And Sports Marketing - Yonsei University (Coursera)
- Microsoft Dynamics CRM Essential Training - LinkedIn
- Customer Service Leadership - Project Management Institute
- Customer Services - Alison
- International Marketing Entry And Execution - Yonsei University (Coursera)
- International B2B (Business To Business) Marketing - Yonsei University (Coursera)
- International Hospitality & Healthcare Services Marketing - Yonsei University (Coursera)
- Information Technology Graphics Using - Punjab Information Technology Board (Coursera)
- Customer Services - Bank Alfalah Limited
- Sell like a Pro- Bank Alfalah Limited
Timeline
Customer Service Associate
Digital Billing Services
01.2023 - Current
Customer Service Manager
Ignite Marketing SMC PVT LTD
01.2021 - 01.2023
SENIOR CUSTOMER SERVICES EXCUTIVE/ QUALITY ASSURANCE
Prestige Marketing (SMC-PVT) Limited
01.2017 - 12.2020
Customer Service Executive
Prestige Marketing (SMC-PVT) Limited
01.2015 - 12.2018
Banquet Sales Executive
Hassham Habib, ROYAL PALM GOLF & COUNTRY CLUB
01.2012 - 10.2012
Personal Assistant to Chief Internal Auditor
Pakistan Railways
05.2011 - 04.2021
Customer Services Officer | Phone Banking Officer
Bank Alfalah Limited
06.2008 - 05.2011
Sales Executive
Al Arab Style Trading LLC Ltd
05.2006 - 12.2007
Bachelor of Business Administration - BBA - Marketing
Gordon University
09.2005 - 2008.02
Similar Profiles
Crystal SeepersaudCrystal Seepersaud
Medical Billing Administrator at ADO Billing ServicesMedical Billing Administrator at ADO Billing Services
Yvonne Castillo SolisYvonne Castillo Solis
OWNER at PRECISION BILLING AND RECOVERY SERVICESOWNER at PRECISION BILLING AND RECOVERY SERVICES
Rainia HoltzapfelRainia Holtzapfel
Staff Accountant at OSG Billing ServicesStaff Accountant at OSG Billing Services