Usman Riaz
Islamabad
Summary
Dedicated and seasoned contact center representative with a track record of assisting businesses in achieving greater success through superior marketing and abilities in providing client service. Demonstrates exceptional communication abilities, which facilitate the development of constructive and reciprocal commercial connections.
Desiring to move: Anywhere
Overview
8
8
years of professional experience
Work History
DISPATCHER / CONTROLLER / TRAINER
MAGNUM CARS & CARRIAGES
- Handling all the bookings and drivers accordingly
- Coordinate Transportation schedules with drivers
- Training, coaching, and leading team as they provide support for customers
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes and maximize efficiency and customer satisfaction.
FLOOR MANAGER
GALAXY CARS
01.2017 - 08.2022
- Training, coaching, and leading team as they provide support for customers
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes and maximize efficiency and customer satisfaction.
GENERAL MANAGER
Dundee City Taxis
04.2018 - 03.2019
- Hiring, Training, coaching, and leading team as they provide support for customers
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes and maximize efficiency and customer satisfaction.
PHONE OPERATOR
A2B Taxis
10.2016 - 01.2017
- Taking telephone calls from customers and taxi drivers
- Data input into computer systems
- Taking immediate and advanced bookings including out of town trips
- Dealing with customer enquiries & complaints.
PHONE OPERATOR
DG Cars
06.2016 - 10.2016
- Taking telephone calls from customers and taxi drivers
- Data input into computer systems
- Taking immediate and advanced bookings including out of town trips
- Dealing with customer enquiries & complaints.
PHONE OPERATOR
City private hire Blackburn
06.2014 - 06.2016
- Taking telephone calls from customers and taxi drivers
- Data input into computer systems
- Taking immediate and advanced bookings including out of town trips
- Dealing with customer enquiries & complaints.
Education
INTERMEDIATE OF COMMERCE -
Federal Board Of Higher Secondary School Certificate
Skills
- Communication skills
- Leadership
- Customer service
- Organizational skills
- Administrative experience
- Staff training
- Team management
- Computer skills
- English
Languages
Urdu
Native language
English
Proficient
C2
Punjabi
Proficient
C2
Pashto
Advanced
C1
Timeline
GENERAL MANAGER
Dundee City Taxis
04.2018 - 03.2019
FLOOR MANAGER
GALAXY CARS
01.2017 - 08.2022
PHONE OPERATOR
A2B Taxis
10.2016 - 01.2017
PHONE OPERATOR
DG Cars
06.2016 - 10.2016
PHONE OPERATOR
City private hire Blackburn
06.2014 - 06.2016
DISPATCHER / CONTROLLER / TRAINER
MAGNUM CARS & CARRIAGES
INTERMEDIATE OF COMMERCE -
Federal Board Of Higher Secondary School Certificate