MUHAMMAD UMER GUL
Islamabad
Summary
Dynamic professional with a robust background in customer service, digital marketing, and data management. Experienced in providing exceptional customer support, managing service-related challenges, and leading teams effectively. Active in the press information department since 2015, with additional skills in Shopify research and Meta advertising. Valued for professionalism, quick adaptability, and a focus on achieving customer-focused outcomes.
Overview
4
4
Languages
12
12
years of professional experience
Work History
Customer Support Specialist
YRIDE PAK (SMC-PRIVATE) LIMITED - Yango
02.2026 - 08.2026
- Provided customer support to drivers and passengers via chat, resolving issues promptly.
- Managed high volumes of interactions while maintaining professionalism and accuracy.
- Investigated and resolved ride payment, cancellations, promotions, account, and concern issues.
- Followed company policies and support guidelines for accurate, consistent resolutions.
- Escalated complex and technical cases to relevant teams and followed up.
- Handled difficult and sensitive customer situations with clear empathy and professionalism.
- Supported customer satisfaction through timely assistance and effective solutions.
- Collaborated with team members and supervisors to resolve customer and driver concerns.
Lower Division Clerk (LDC)
Press Information Department (PID)
01.2015 - 08.2026
- Worked in different branches managing Managed complex CML cases in various branches, Organised advertisement campaigns to enhance visibility, clipping base, noting/drafting.
- A government office involved in public information and administration.
- A government office involved in public information and administration.
Social Media Marketer/ Product Researcher
Grow More Vision
08.2023 - 03.2024
- Managed Meta (Facebook & Instagram) ads, focusing on audience targeting, ad creation, A/B testing, and performance analysis to maximise engagement.
- Scaled ad campaigns effectively, optimising for conversions while adhering to cost-effective budgets.
- Conducted in-depth product research for Shopify stores, identifying trending and high-converting products to enhance market positioning and drive sales.
Customer Service Officer
Zong CMPak
02.2020 - 08.2022
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Supervisor
Grey Box Communication
06.2017 - 11.2019
- Developed and implemented effective social media strategies to boost online presence and engagement.
- Conducted thorough market research to identify and analyze product trends, contributing to informed business decisions.
Education
Bachelor of Business Administration - Business Administration
National University of Modern Languages (NUML)
Islamabad01-2024
Bachelor of Commerce - B.Com
Allama Iqbal University
Islamabad01-2022
Skills
- Effective communication
- Problem solving and critical thinking
- Time management
- Multi-tasking
- Team collaboration
- Positive attitude
- Public relations
- Microsoft Office proficiency
- Customer service
Languages
Urdu: C1 Advanced
English: B2 Upper Intermediate
Saraiki: B2 Upper Intermediate
Punjabi: B1 Intermediate
Custom
Digital Marketing & E-commerce Trends, Data Analysis & Excel Automation, Leadership & Team Development, Continuous Learning & Skill Development, Regular football player — enjoy team dynamics and staying active
Timeline
Customer Support Specialist
YRIDE PAK (SMC-PRIVATE) LIMITED - Yango
02.2026 - 08.2026
Social Media Marketer/ Product Researcher
Grow More Vision
08.2023 - 03.2024
Customer Service Officer
Zong CMPak
02.2020 - 08.2022
Supervisor
Grey Box Communication
06.2017 - 11.2019
Lower Division Clerk (LDC)
Press Information Department (PID)
01.2015 - 08.2026
Bachelor of Business Administration - Business Administration
National University of Modern Languages (NUML)
Bachelor of Commerce - B.Com
Allama Iqbal University