Muhammad Umer
Senior Customer Support Manager
Islamabad,PB
Summary
Results-driven professional with over 14 years of experience in customer-focused roles, relationship building, and revenue growth. Proven expertise in lead generation, sales campaign development, and team management, with a strong foundation in customer service, financial analysis, and problem-solving. Seeking to leverage adaptability, organization, and dedication to drive success in a dynamic organization focused on growth and client satisfaction. Engaging, adaptable, and highly organized, with a commitment to achieving strategic goals in competitive environments.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Account Executive III
MOTIVE
05.2024 - Current
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Trained junior team members on best practices for account executive responsibilities, fostering a collaborative work environment focused on continuous improvement.
- Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
Senior Product Experience Analyst
CSS PVT LTD / US Mobile
11.2018 - 04.2024
- Oversaw daily operations of the customer service department
- Addressed customer service issues responsibly
- Developed and implemented effective customer service procedures, policies, and standards
- Established and coordinated customer satisfaction goals with the team
- Created successful customer loyalty programs
- Maintained meticulous records of customer service activities
- Analyzed service statistics and prepared comprehensive reports
- Recruited and trained new customer service agents
Client Relationship Manager
Stonefly INC
11.2017 - 10.2018
- Provided essential client support to enhance workflow efficiency and support discovery interactions
- Assisted with pre-campaign and post-campaign analytics and corrective intelligence
- Proactively engaged potential clients daily to arrange online demonstrations and meetings via telephone/emails
- Communicated product and service details effectively to solicit sales for Stanrfly IMC
- Scheduled online demonstrations for product experts and sales representatives
- Responded promptly to correspondence from prospects and followed up on inquiries
Team Trainer
Protege Global
01.2014 - 10.2017
- Constructed engaging instructional training sessions to motivate adult trainees to exceed performance expectations
- Developed and delivered training materials for new hires
- Coordinated the transition from classroom training to on-the-floor training under supervisor supervision
- Generated reports to measure and monitor metrics, identifying areas requiring improvement
- Tracked payroll hours on an ongoing basis
- Provided one-on-one coaching to ensure maximum graduation rates
- Offered motivational support for new hires and existing team members
Senior Loan Executive
Touchstone Communications
01.2013 - 01.2014
- Handled social media outreach and verified account information and inquiries
- Warmly greeted customers and determined the purpose of their calls
- Managed account modifications, upgrades, orders, refunds, and billing adjustments
- Provided informative details on policies, warranties, and terms of use
- Addressed and resolved customer complaints and issues efficiently
- Assisted with troubleshooting technical problems and service disruptions
- Coordinated with other departments to ensure comprehensive customer support
- Maintained accurate records of customer interactions and transactions
- Followed up with customers to ensure satisfaction and gather feedback
Team Lead
Techsoft Solutions
01.2010 - 01.2013
- Cultivated an environment based on trust, open communication, creative thinking, and team cohesion
- Provided a clear vision regarding project objectives
- Motivated and inspired team members by setting a positive example
- Coached and developed team members
- Resolved issues as needed and facilitated problem-solving and collaboration within the team
- Strived towards consensus and agreements during decision-making
- Fostered a culture of continuous improvement and learning
- Encouraged innovation and creative problem-solving
- Monitored team performance and provided constructive feedback
- Organized team-building activities to strengthen relationships
Education
Bachelor of Business Management (Hons) -
University Of Sargodha
01.2010 - 01.2014
Skills
Customer service
Account planning
Customer relationship management
Strong relationships
Client relationship building
Order management
Sales expertise
Business development and planning
Relationship building and management
Marketing strategy implementation
Timeline
Account Executive III
MOTIVE
05.2024 - Current
Senior Product Experience Analyst
CSS PVT LTD / US Mobile
11.2018 - 04.2024
Client Relationship Manager
Stonefly INC
11.2017 - 10.2018
Team Trainer
Protege Global
01.2014 - 10.2017
Senior Loan Executive
Touchstone Communications
01.2013 - 01.2014
Team Lead
Techsoft Solutions
01.2010 - 01.2013
Bachelor of Business Management (Hons) -
University Of Sargodha
01.2010 - 01.2014
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