Usman Abbasi
Senior Customer Solutions Specialist – Mid-Market
House #18, Street #1, Westridge Valley, Westridge III, Rawalpindi
Summary
Customer service professional with significant experience in delivering effective solutions and enhancing customer satisfaction. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and adaptability to meet evolving needs. Reliable and results-driven, with proven ability to balance multiple priorities and drive positive outcomes.
Overview
6
6
years of professional experience
3
3
Certificates
Work History
Senior Customer Solutions Specialist – Mid-Market
WellnessLiving
02.2025 - Current
- Independently handle complex and escalated customer issues via phone, chat, and email.
- Consistently maintain high CSAT scores while balancing resolution speed and quality.
- Mentor new team members, helping them navigate processes and customer handling strategies.
- Utilize Intercom reports and internal tools to identify patterns, improve workflows, and assist management.
- Work Eastern Time Zone hours while balancing personal and academic responsibilities.
Senior Customer Solutions Specialist - SMB
WellnessLiving
10.2024 - 02.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Solutions Specialist - SMB
WellnessLiving
12.2023 - 09.2024
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Content Writer
Freelance
05.2021 - 11.2023
- Crafted SEO-friendly content for websites and blog posts to increase organic traffic.
- Completed thorough research into assigned topics.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Improved content quality by conducting thorough research and incorporating industry trends.
Assistant Manager
Faisal & Brothers
01.2019 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Education
BBA - Business Administration And Management
National University of Modern Languages (NUML)
Rawalpindi, Punjab, Pakistan 05.2001 -
Intermediate Certificate - Computer Science
Aspire Group of Colleges
Multan, Punjab, Pakistan 05.2001 -
Skills
Leadership
Team Supervision
Customer-Centric Communication
Intercom & CRM Systems
Process Documentation & Training
Problem-solving abilities
Certification
AD-MANIAC NaSCon'22, FAST
Timeline
CSR Society, NUML
05-2025
Senior Customer Solutions Specialist – Mid-Market
WellnessLiving
02.2025 - Current
Senior Customer Solutions Specialist - SMB
WellnessLiving
10.2024 - 02.2025
Customer Solutions Specialist - SMB
WellnessLiving
12.2023 - 09.2024
F&F Spring Festival 2022, NUML
12-2022
AD-MANIAC NaSCon'22, FAST
10-2022
Content Writer
Freelance
05.2021 - 11.2023
Assistant Manager
Faisal & Brothers
01.2019 - 07.2023
BBA - Business Administration And Management
National University of Modern Languages (NUML)
05.2001 -
Intermediate Certificate - Computer Science
Aspire Group of Colleges
05.2001 -