Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessDevelopmentManager
Usman Abbasi

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

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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 -

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Usman AbbasiSenior Customer Solutions Specialist – Mid-Market