Neil Mathew
Dubai
Summary
Experienced professional with over 9+ years of expertise in managing international clients, adept at fostering strong relationships and delivering exceptional service. Seeking a challenging role within an organization to contribute value while furthering personal and professional development. Dedicated to leveraging past experiences to drive success in a dynamic team environment.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
NM Goods Wholesalers
Dubai, UAE
03.2024 - Current
- Interacted with international clients daily, negotiating and finalizing service agreements while ensuring cost efficiency and mutual satisfaction.
- Conducted market research and client feedback analysis to identify needs and provide tailored solutions across different regions.
- Maintained accurate records of customer interactions, service requests, and transactions to improve service quality and workflow efficiency.
- Coordinated with cross-functional teams and external partners to deliver seamless, timely service and support for clients worldwide.
- Achieved consistent growth in customer satisfaction and retention through proactive communication, relationship building, and service excellence.
Sales Team Lead
Prosource
Karachi, Pakistan
04.2023 - 02.2024
- Supervised and coached a team of customer service and sales representatives, boosting performance and exceeding monthly targets.
- Monitored daily operations, ensuring prompt responses to customer inquiries and resolution of issues across multiple channels.
- Built and maintained strong client relationships through personalized service and proactive communication.
- Handled face-to-face customer interactions, ensuring a professional experience by addressing inquiries, resolving concerns, and offering tailored solutions.
Customer Service Executive
Prosource
Karachi
01.2022 - 05.2023
- Provided exceptional customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a professional and friendly communication style across all channels.
- Ensured customer satisfaction by actively listening to client needs, offering tailored solutions, and following up to confirm resolution and continued support.
- Built and maintained strong customer relationships through consistent service excellence, personalized interactions, and a commitment to exceeding expectations.
- Recognized for outstanding performance and promoted to Team Lead, where I guided and supported colleagues to improve service delivery and achieve team goals.
Customer Experience Analyst
Neptune Securities
Lefkosa, Cyprus
01.2021 - 12.2021
- Maintained up-to-date knowledge of customer business areas to enhance service delivery.
- Conducted training sessions for customers and internal staff on products and services.
- Took ownership of customer issues, following up on requests and escalating as necessary.
- Delivered prompt, professional solutions for inquiries via phone, email, and online chat.
Customer Service Representative
Beforward Japan
Karachi
04.2018 - 02.2020
- Ensure timely and effective customer support by promptly responding to emails and live chat inquiries, addressing questions and concerns with efficiency.
- Strengthen customer relationships by sending personalized thank‑you notes and fostering positive, memorable experiences.
- Support team performance through strategic planning, effective leadership, and training initiatives that enhance service quality and engagement.
Customer Service Representative
ICM Japan
Karachi
07.2016 - 03.2018
- Led outreach to current and potential customers, building strong relationships and trust.
- Identified customer needs and tailored solutions to improve satisfaction and engagement.
- Built lasting client relationships, driving loyalty and repeat business.
- Conducted market research to align services with trends and competitor activity.
- Consistently exceeded sales and service targets while following company policies.
- Managed sales and distribution of heavy machinery and automotive products with speed and accuracy.
Education
High School -
National Govt College
Karachi07.2019
Matriculation -
St. Paulʼs English High School
Karachi04.2016
Skills
- Complaint handling
- MS Office proficiency
- Effective communication
- Team collaboration
- Critical thinking
- Problem solving
- Customer Service
- Self-motivated
- Multilingual ability (English Hindi Urdu)
- Active Listening & Empathy
Personal Information
Date of Birth: 08/14/00
Languages
Urdu
First Language
English
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Affiliations
- Singing
- Song composing
- Reading
- Fitness training
Timeline
Customer Service Specialist
NM Goods Wholesalers
03.2024 - Current
Sales Team Lead
Prosource
04.2023 - 02.2024
Customer Service Executive
Prosource
01.2022 - 05.2023
Customer Experience Analyst
Neptune Securities
01.2021 - 12.2021
Customer Service Representative
Beforward Japan
04.2018 - 02.2020
Customer Service Representative
ICM Japan
07.2016 - 03.2018
High School -
National Govt College
Matriculation -
St. Paulʼs English High School
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