Project Management Tools: Asana & Wrike
Muhammad Hamza
Customer Service Associate
Lahore, Punjab
Summary
A dedicated and experienced customer service professional with 3 years of experience in fast-paced environments. Proven ability to handle high-volume inquiries across multiple communication channels, including phone, email, WhatsApp, and chat. Strong problem-solving skills, a proactive approach to resolving customer issues, and a focus on delivering clear and empathetic communication. Adept at working in teams and maintaining smooth support processes.
Overview
3
3
years of professional experience
Work History
Project Manager / Supervisor
Digittsols
03.2024 - Current
- Manage multiple projects with a focus on ensuring smooth execution and timely delivery in a fast-paced, dynamic environment.
- Communicate effectively with clients and teams through various platforms, including WhatsApp, email, Upwork, and Wrike, ensuring all stakeholders stay aligned and informed.
- Implemented improved communication and workflow processes, leading to zero project cancellations in the past 6-7 months.
- Maintain strong relationships with clients by delivering high-quality results and keeping communication clear and empathetic.
- Collaborate with internal teams to ensure seamless project delivery, contributing to increased client retention and satisfaction.
Business Development Executive
Digittsols
02.2023 - 03.2024
- Handled business development activities, including bidding on Upwork and communicating with potential clients to bring new business to the company.
- Managed client relationships by understanding their needs and providing clear, timely communication throughout the sales process.
- Trained and mentored new employees in business development and sales strategies, helping improve team performance.
- Successfully closed deals that contributed to company growth and expanded the client base.
Customer Support Representative
Ibex
01.2022 - 01.2023
- Handled 80-120 customer calls daily, providing quick, accurate solutions to inquiries related to Western Union services.
- Delivered outstanding customer support, focusing on resolving issues efficiently and ensuring customer satisfaction.
- Worked across multiple communication channels, including phone, email, and chat, to assist customers and maintain service quality.
- Promoted to Assistant Supervisor, overseeing a team of customer support agents and helping them improve performance and adhere to service standards.
- Reported and tracked issues to provide feedback to management and improve overall support processes.
Education
Master of Science - Biotechnology
University of The Punjab
Lahore 04.2001 -
Bachelor of Science - Biotechnology
Bahauddin Zakariya University
Multan 04.2001 -
Skills
Customer Service Excellence
Software
Freelance Platforms: Upwork
E-commerce Platforms: Amazon Seller Central, Darazpk
Microsoft Office Suite
Additional Information
- Created and currently maintain an active seller account on Amazon UAE, gaining valuable insight into the eCommerce landscape.
- Worked as a seller on Daraz.pk from 2019-2020, further expanding my experience with online marketplace operations.
Timeline
Project Manager / Supervisor
Digittsols
03.2024 - Current
Business Development Executive
Digittsols
02.2023 - 03.2024
Customer Support Representative
Ibex
01.2022 - 01.2023
Master of Science - Biotechnology
University of The Punjab
04.2001 -
Bachelor of Science - Biotechnology
Bahauddin Zakariya University
04.2001 -
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