Syed Muhammad Anas Bin Fahim

Coordinate/Troubleshoots with the Support team regarding banks and other customer issues, including
downtime-related issues for timely resolution of client queries and complaints and maintaining SLA.

• Manage contacts of all customers, including banks.
• Coordinate with Telco for any required activity. When and where needed.
• Manage HubSpot & other tools accurately.
• Maintain and modify standard replies (templates) for efficiency.
• Send bulk intimation related to outages, downtime, changes, or product updates.
• Follow up with clients and departments in case anything is pending at their end.
• Identify and pursue sales leads.
• Provide support for L1 (WhatsApp, SMS, Voice).
• Assist with V2 Migration processes including account creation, client notification, technical assistance,
correspondence, and portal handling. Provide clients with an overview of the portal (Where needed)
• Fetch and handle all the accessed new and old logs, as required.
• Provide technical assistance and support for sandbox API (Application Programming Interface) testing.
• Task assignment to the relevant department, Follow up on all assigned tasks
• Strong compliance on any addition of work/task by CS management

• Handling and responding to all customer queries lands on hotline & emails
• Log all pickups in CRM / Oracle
• Coordinating with dispatch department for pickup & delivery related issues
• Handle all sorts of queries pertaining to FedEx
• Log Customer complaints in CRM and sharing its reference code with customers for the follow up
• Providing on call First Track Resolution to customers and registering it in CRM
• Ensuring compliance on Company & Departmental related policies and guidelines
• Provide Track & Trace on call
• Cash & Sales lead forwarding to stakeholders
• Ensuring compliance on individual and departmental KPI's

• Replying to queries/complaints through emails/calls coming from any medium
• Responding Call & email Requests. Coordinate with relevant departments for all queries
• Ensure complaints resolution with the quality of services required. Report to immediate project manager with daily complaints statistics/Log
• Maintaining the daily report. Corresponding with the supplier for product and their color/specs availability
• If there is no response, email and an SMS need to be sent to the customer and try one more time on same day and update history, if customer still not responding send an SMS again and then try on next day. If customer didn't receive call on next day, will notify Shipper to check for re-attempt / return
• Reply via Calls / emails within 30 minutes after receiving request / complaint. In case of complaint forward it to concerns and reply that we will get back to you and log complaint in CRM then follow up till closure. All complaints must be resolved within 24 business hours

• Enhanced profitability by developing pipelines utilizing marketing and sales strategies
• Targeted prospects in other territories through careful research of competitor products, services and trends
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
• Managed revenue models, process flows, operations support and customer engagement strategies
• Resolved problems with high-profile customers to maintain relationships and increase return customer base
• Built relationships with customers and community to establish long-term business growth
• Attracted new clientele and developed customer relationships by hosting product-focused events

• Attracts potential customers by answering product and service questions
• Suggesting information about other products and services
• Selling the New Sim Card of Prepaid and Postpaid and Bill Payments. Maintains customer records by updating account information
• Resolves product or service problems by clarifying the customer's complaint determining the cause of the problem
• Selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution
• Issuing Replacement of Sim Card,Changing the Ownership of Sim Card according to the standard operating procedure
• Port-In and Port-Out of Network (Mobile Number Portability)
• Contributes to team effort by accomplishing related results as needed. Process and active all type of application in CRM
• Sim Bio Verification. Mobile services, Internet Packages, and follow up till delivery
• Attaining daily, weekly, and monthly targets specified by the process. Manage the customer waiting, Answer the queries and resolve the issues

• Created scheduling reports in Calogi system to efficiently and effectively move product and adhere to shipping commitments
• Managing all kind of Export shipments
• Handing over the Cargo to the airlines at Cargo Village, Dubai Airport Free Zone Freight Gate # 3 and 5 Dubai Customs Clearance
• Shipment Payment to the Airlines
• Arranging Vehicles for the shipment pickups
• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
• Creating Dubai, Sharjah Custom Bill of Entry

• Processed incoming shipments upon package receipt by scanning boxes and envelopes and using CAMS data entry software to update system
• Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
• Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
• Accepted delivered packages, verified products and checked delivery totals to keep system records current and accurate
• Handled bank projects for TCS dispatch
• Drop the shipment to the TCS hub