Sameer Hasan Siddiqui
Summary
Dedicated and versatile professional with a proven track record in various customer-facing roles. Extensive experience in delivering exceptional service, driving sales, identifying and generating new business opportunities, preventing fraudulent activities, and managing critical on-call situations. Demonstrated ability to adapt to diverse challenges and consistently exceed expectations in fast-paced environments. Proficient in leveraging strong communication and analytical skills to enhance customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Fraud Prevention Specialist
IBEX Pakistan
11.2021 - Current
- Serving as a fraud prevention officer by identifying the trends and patterns of the fraudsters
- Prepared risk reports and other documents for inshore management to present the offshore clients
- Training newbies while working on certain tasks
- Gained offshore appreciation for preventing million-dollar losses
- Attended virtual meetings to show the process that is followed to point out scammers.
Customer Support Representative & Inbound Sales Specialist
Campaign SquareTrade USA
- Resolved customer's queries on call by maintaining one of the major KPIs AHT
- Earned great Customer Satisfaction (CSAT)
- Sold various protection plans by convincing different personalities.
Call Escalation Specialist
Campaign SquareTrade USA
- Provided round-the-clock support to address and resolve urgent issues, ensuring continuous service and minimal downtime
- Handled escalated customer complaints and technical problems, coordinating with various departments to deliver swift and effective solutions
- Acted as the primary point of contact for escalations, maintaining clear and professional communication with customers and internal teams
- Conducted thorough investigations into issues to identify root causes, implementing corrective actions to prevent recurrence
- Maintained detailed records of all escalations, actions taken, and outcomes to ensure transparency and facilitate future reference
- Provided training and guidance to junior staff on handling complex issues and following escalation protocols
- Received positive feedback from clients for effective problem-solving and timely resolution.
Customer Support Representative
Campaign Walmart
- Resolved customer's queries on call by maintaining one of the major KPIs AHT
- Earned great Customer Satisfaction (CSAT)
- Keeping the required AHT and QA scores while improving customer experience by being an active listener and showing empathy
- Providing the ideal solution to the customer by applying problem-solving skills and mediating conflicts using thoughtful responses while following the defined SOP
- Providing product information in a way that is honest, tactful, and memorable for the customer.
Customer Support Representative
Campaign Foodpanda APAC
- Keeping the required AHT and QA scores while improving customer experience by being an active listener and showing empathy
- Providing the ideal solution to the customer by applying problem-solving skills and mediating conflicts using thoughtful responses while following the defined SOP
- Providing product information in a way that is honest, discreet, and memorable for the customer.
DME Campaign -Outbound Agent
Global Resource Group
03.2021 - 09.2021
- Making the outbound calls to the customers and providing them with the best equipment as per the defined SOP
- Using soft skills to retain the customer and ending the call well.
DME Campaign -Closing Specialist
Hello International
10.2020 - 03.2021
- Closing sales with the customer and updating the daily and monthly sales reports.
Education
Certified Business Accountant, Class of 2020 -
CIMA - Tabani's School of Accountancy
BCOM - II (Karachi University)
HSC - Commerce, Class of 2019 -
High School - Gulshan Govt College
Skills
- Salesforce CRM
- LexisNexis
- MS Proficient
- Complaint Handling
- Report Generation
- Customer service excellence
- Data Management
- Customer Success Management
- Critical thinking abilities
- Fraud detection techniques
- Investigative abilities
- Analytical mindset
- Fraud Prevention Strategies
- Report Preparation
- Decision-Making
- Written Communication
- Excellent Communication
- Teamwork and Collaboration
- Verbal and written communication
- Report Writing
- Problem-solving abilities
- Adaptability
- Business Networking
- Lead Development
- Quality assurance understanding
- Client acquisition
- Upselling strategies
- Loss Prevention
Timeline
Fraud Prevention Specialist
IBEX Pakistan
11.2021 - Current
DME Campaign -Outbound Agent
Global Resource Group
03.2021 - 09.2021
DME Campaign -Closing Specialist
Hello International
10.2020 - 03.2021
Customer Support Representative & Inbound Sales Specialist
Campaign SquareTrade USA
Call Escalation Specialist
Campaign SquareTrade USA
Customer Support Representative
Campaign Walmart
Customer Support Representative
Campaign Foodpanda APAC
Certified Business Accountant, Class of 2020 -
CIMA - Tabani's School of Accountancy
BCOM - II (Karachi University)
HSC - Commerce, Class of 2019 -
High School - Gulshan Govt College
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