Microsoft office 365
Muhammad Usama
Summary
Dedicated customer experience professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Manager Transport Admin
The City School, Head Office
Lahore
05.2022 - 06.2022
- Supervising the day-to-day operations of the administrative department and staff members
- Developed and maintained courteous and effective working relationships.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created plans and communicated deadlines to complete projects on time.
- Drove operational improvements which resulted in savings and improved operational cost.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed team communications and information for meetings.
Project Coordinator
Addo.ai
Lahore
02.2022 - 04.2022
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
Public & Regulatory Affairs Expert
Telenor Pakistan
Islamabad
02.2014 - 01.2020
- Build and manage long term relationship with all external stakeholders to facilitate and protect company’s interest.
- Representing the organization in meetings with government officials and manage their expectations.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Interpreted regulatory rules or rule changes and communicated with others through corporate policies and procedures.
- Received, researched and resolved consumer inquiries.
Customer & Franchise Support Executive
Telenor Pakistan
Lahore
02.2006 - 01.2014
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Trained new personnel regarding company operations, policies and services.
- Communicated professionally with colleagues, freelancers and clients.
- Using in depth research & feedback tools to enhance Customer experience on specific touch points
Education
Bachelor of Arts - History
University of Punjab
Lahore 04.2003 - 07.2005
Skills
Strong Communication skills (written and verbal)undefined
Software
Customer relationship management
Data Analysis
Certification
Lean Six Sigma Yellow Belt
Timeline
Manager Transport Admin
The City School, Head Office
05.2022 - 06.2022
Project Coordinator
Addo.ai
02.2022 - 04.2022
Lean Six Sigma Yellow Belt
11-2014
Problem Solving & Decision Making
06-2014
Public & Regulatory Affairs Expert
Telenor Pakistan
02.2014 - 01.2020
Customer & Franchise Support Executive
Telenor Pakistan
02.2006 - 01.2014
Bachelor of Arts - History
University of Punjab
04.2003 - 07.2005
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