Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
AssistantManager
Kamran Zia

Kamran Zia

Islamabad

Summary

A dedicated, self-motivated & hardworking individual with the intercommunication skills to collaborate on all business levels possesses operating procedures and documentation on-site and for remote locations. Excellent abilities in project designing & implementation in any kind of organization, proven skills to meet deadlines. Adaptability to work both in team environment & individual assignments, handling complex problems effectively. Having more than twelve years intensive experience within diverse, fast-paced environments. Freelancer Experience: I have 10 years’ experience in Customer service and I have more than 8 years’ experience with the USA/Canada clients on different freelancing websites, I have worked with US/Canada and UK based companies. I was taking care of customer service emails and working with tech support for Canadian companies, with inbound and outbound, plus chat support and email support. Likewise, I have years of customer service experience dealing with customer via email/phone and chat.

Data Management Specialist with strong data collection and analysis capabilities. Over 6 years of experience developing, disseminating and fixing datasets.

Overview

26
26
years of professional experience

Work History

Data Management Specialist

AvAHR
11.2020 - Current


  • Reduced data discrepancies by establishing clear guidelines for data input and standardization.
  • Implemented document management solutions with primary focus on document control, distribution and knowledge management.
  • Maintained strong relationships with vendors to ensure timely delivery of services and products related to data management systems.
  • Automated repetitive tasks, freeing up team members to focus on strategic initiatives.
  • Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
  • Formulated techniques for quality data collection to meet expected adequacy, accuracy and legitimacy targets.
  • Championed the adoption of new technologies within the organization for improved performance in managing large-scale datasets.
  • Tested software applications and systems to identify enhancement opportunities.

Senior Account Manager

Unishippers BCI
09.2021 - 05.2022
  • Sold new products and services and developed new accounts to maximize revenue potential.
  • Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Maintained accurate inventory levels through regular cycle counts and updating the warehouse management system accordingly.
  • Completed basic mathematical calculations to check weights and dimensions of shipments.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.
  • Facilitated smooth communication between logistics partners, warehouses, and customers regarding shipment updates or delays for a seamless experience.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Mentored new team members on shipping and receiving protocols, fostering a collaborative work environment focused on achieving common objectives.

Recruitment Specialist

Crazy Frog Pest Control
05.2017 - 07.2021
  • As a Full-Cycle Recruiter I was handling and all the stages of recruitment.
  • Promptly corresponded with applicants and coordinated and conducted interviews.
  • Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
  • Hired employees and initiated new hire paperwork process.
  • Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
  • Enhanced candidate pool by proactively sourcing qualified applicants through various channels, such as social media, job boards, and networking events.
  • Conducted comprehensive interviews to assess candidate qualifications and cultural fit within the organization.
  • Mentored junior recruiters in best practices, increasing team performance and contributing to company success.
  • Streamlined the hiring process for increased efficiency, utilizing applicant tracking systems and data-driven decisionmaking.
  • Managed end-to-end recruitment process for multiple roles simultaneously, meeting tight deadlines without compromising quality.
  • Negotiated competitive salary packages for new hires, balancing company budget constraints with market data analysis.

Customer Service Executive

Human Proof Designs
11.2016 - 11.2018
  • Taking care of customers issue on ZenDesk and updating company's Trello board. Taking daily tasks on Slack and email.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Optimized website performance through regular updates, security audits, and bug fixes to ensure a smooth user experience.
  • Trained clients in managing their own websites using the WordPress CMS platform for increased autonomy and reduced reliance on external support services.
  • Developed e-commerce solutions using WooCommerce for online sales growth and improved customer transactions.

Customer Support Specialist

WRKSHP (Battlecamp, PennyPop)
08.2013 - 08.2017
  • Handling customers related issues on company's custom CRM system, answering tickets and entering data online. Testing company's app for bugs and reporting the bug problem to tech team on daily basis.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Support Executive (Technical Support and Dispatching)

Hot Sauce Heating and Air (Reliance Home Comfort)
12.2011 - 03.2015
  • Worked as customer support person for Hot Sauce Heating and Air and quickly promoted to Customer Support Executive (Technical Support and Dispatching).
  • Answering calls from customers and entering the data into company's CRM and dispatch technicians to customer's location.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
  • Mentored junior team members to enhance their skills and improve overall team performance.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Coordinated with marketing department to ensure alignment on product announcements and customer communications.
  • Developed and maintained FAQ section, reducing incoming query volume.
  • Implemented GPS tracking system, improving route accuracy and minimizing delivery times.
  • Streamlined communication between drivers, customers, and management for improved customer satisfaction.

Business Development Manager

ION Resource Group LLC
11.2009 - 07.2011
  • Worked as Business Development Manager, communicated with clients from USA/UK for outsourcing projects for their company.
  • Starting projects from ground level and taking the project to implementation level, successful in communicating with people at all levels and with other departments as needed to best serve the customers and company.
  • Making proposals and sending them to clients in USA, Canada, UK and Australia; making presentations for clients and company helping in online cash transactions.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
  • Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Performed client research and identified opportunities for account growth, account penetration, and market expansion.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.

Business Development Manager

Aura Chrome
02.2009 - 08.2009
  • Worked as BDM researching for potential clients in the market, communicating with clients from USA and UK for outsourcing projects for their company.
  • Researching for new ways to gain business in the market coordinating with different organizations for business development in domestic market.
  • Marking training material for new staff which included product knowledge & good communications skills for USA and Canada projects.
  • Establishing linkages between clients and company plus liaison between clients and project manager.
  • Making weekly & monthly reports for BPO & submitting to Project Mangers & BOD.
  • Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
  • Represented company and promoted products at conferences and industry events.
  • Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills.
  • Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
  • Enhanced team productivity and efficiency through implementation of strategic project management tools and techniques.

Customer Sales Representative

Touchstone Communications
02.2005 - 01.2009
  • Worked as CSR making outbound calls & receiving inbound calls to UK & USA to B2B & B2C.
  • Worked as BDO in UK market communicating with B2B collecting data for UK clients.
  • Develop product knowledge and identified which products meets client needs and preference.
  • Worked on Data Scrubbing for UK National Telephone Directory.
  • Corresponding with UK client giving them weekly & monthly report of the project & buildup communications with new & old customers in UK & USA worked on SEO for clients in UK.
  • Worked with QA team to monitor calls of USA & UK projects.
  • Gave training to new staff which included product knowledge & good communications skills for both UK & USA projects.
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Conducted thorough research on competitor offerings regularly, staying informed about industry trends and using this knowledge strategically during sales interactions.
  • Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.

Network Administrator

Brain Telecommunication Ltd.
10.1999 - 11.2004
  • Worked with BrainNET in Abbottabad & Peshawar as Customer Support Executive & Network Assistant.
  • Manage all software and hardware installations & helping customers to solve problems at help-desk & at site.
  • At help-desk answering customer inquiries received via telephone, in person & through applications supported customers by solving technical problems.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Coordinated the migration of physical servers to virtual environments using virtualization technologies such as VMware or Hyper-V resulting in increased resource utilization.
  • Implemented robust security measures for safeguarding confidential company data by configuring firewalls and antivirus software.
  • Reduced system downtime through proactive monitoring, troubleshooting, and maintenance of servers and network equipment.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Provided remote support for users across multiple locations, ensuring consistent service levels regardless of location.
  • Delivered training sessions on new software applications and IT best practices, improving employee proficiency and reducing support requests.

Education

Bachelor of Science - BS - Computer Science

University of Peshawar
01.2002

Skills

  • Zendesk
  • Microsoft Certified Technology
  • WordPress
  • Master data management
  • Data lifecycle management
  • Problem-solving abilities
  • Technical troubleshooting

Languages

English (Full Professional)

Certification

Microsoft Certified Professional since January 1999

ID 1684208

Timeline

Senior Account Manager

Unishippers BCI
09.2021 - 05.2022

Data Management Specialist

AvAHR
11.2020 - Current

Recruitment Specialist

Crazy Frog Pest Control
05.2017 - 07.2021

Customer Service Executive

Human Proof Designs
11.2016 - 11.2018

Customer Support Specialist

WRKSHP (Battlecamp, PennyPop)
08.2013 - 08.2017

Customer Support Executive (Technical Support and Dispatching)

Hot Sauce Heating and Air (Reliance Home Comfort)
12.2011 - 03.2015

Business Development Manager

ION Resource Group LLC
11.2009 - 07.2011

Business Development Manager

Aura Chrome
02.2009 - 08.2009

Customer Sales Representative

Touchstone Communications
02.2005 - 01.2009

Network Administrator

Brain Telecommunication Ltd.
10.1999 - 11.2004

Bachelor of Science - BS - Computer Science

University of Peshawar

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Kamran Zia