Konnective CRM
Muaz Khan
Customer Service Representative
15 Street Alhamd Colony Punjab,Lahore
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Customer Service Representative
INFOCU5
06.2021 - 03.2022
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Tracked customer service cases and updated service software with customer information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
Merchant Services Representative
Quick Q Fuel Card
06.2022 - 04.2023
- Conducted thorough risk assessments, ensuring compliance with industry regulations and minimizing fraud cases.
- Ensured timely handling of disputes by coordinating resolutions between issuing banks, cardholders, and merchants.
- Provided comprehensive training on payment systems for new merchants, promoting seamless transition and integration.
- Boosted merchant retention rates with proactive outreach and relationship-building efforts.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Managed high-volume portfolios, effectively balancing workload while maintaining strong client relationships.
Customer Service Manager
MSG Solution Pakistan
08.2023 - Current
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Took ownership of customer issues and followed problems through to resolution.
- Developed and offered unique discount options to drive interest in new product lines.
- Defined clear targets and objectives and communicated to other team members.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Launched quality assurance practices for each phase of development
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Education
BBA - Accounting And Finance
Superior University Lahore
Unique 04.2001 -
High School Diploma -
Punjab Group of Colllages
Lahore, Punjab, Pakistan 04.2001 -
Skills
Technical Proficiency
Attention to Detail
Customer Service
Good Judgment
Emergency Response
Written Communication
Performance Evaluations
Complaint resolution
Workforce Management
Negotiation and Conflict Resolution
Strategic Planning
QA
Product Knowledge
One Call Resolution
Professionalism
Computer Skills
Team Building and Leadership
Shift Scheduling
Organizational Skills
Task Prioritization
Product and service solutions
Teamwork and Collaboration
Customer-focused
Continuous Improvement
Positive and Constructive Feedback
Audit Support
Employee Development
Customer Relationship Management
Call Monitoring
Work Prioritization
Team Collaboration
Problem-Solving
Handling Escalations
Excellent time management skills
Goal Setting
Idea Development and Brainstorming
Decision-Making
Customer Relationship Management (CRM)
Effective Communication
Negotiation expert
Telemarketing expertise
Online chat and email
Shipment Tracking
Troubleshooting
Product Sales
Call Center Operations
Positive Attitude
Live chat support
Human Resources Management
Software
StickyIO
Zendesk
Slack
Shopify
Sales force
Baltoai
Timeline
Customer Service Manager
MSG Solution Pakistan
08.2023 - Current
Merchant Services Representative
Quick Q Fuel Card
06.2022 - 04.2023
Customer Service Representative
INFOCU5
06.2021 - 03.2022
BBA - Accounting And Finance
Superior University Lahore
04.2001 -
High School Diploma -
Punjab Group of Colllages
04.2001 -