Fahim Zafar
Summary
Enthusiast & driven professional with 5+ years of experience providing exceptional customer service. Skilled communicator and a problem solver, demonstrating patience and professionalism to resolve difficult situations.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work history
Customer Care Executive
Mobilink Jazz Telecom Ltd
Pirmahal Faisalabad, Punjab Pakistan
2017.09 - 2023.08
- Drove customer retention, building engaging relationships through every interaction.
- Used excellent telephone manner to optimise customer experience, cutting complaints.
- Employed active listening and communication skills to handle escalated and complex calls, achieving positive outcome.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Optimised customer service strategy to focus on priority customers, boosting repeat purchases.
- Resolved customer issues efficiently.
Branch Manager
Ghausia Car Rentals
Pirmahal Faisalabad, Punjab Pakistan
2015.06 - 2017.07
- Oversaw all aspects of branch management, including sales, revenue and policy enforcement.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
- Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
- Organised regular coaching and training exercises with staff to build motivation.
- Conducted regular branch staff meetings to communicate goals and objectives.
- Maintained detailed records of branch office activities.
Branch Manager
Habib Qatar Foreign Exchange Service (
Pirmahal Faisalabad, Punjab Pakistan
2013.04 - 2015.03
- Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
- Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
- Oversaw all aspects of branch management, including sales, revenue and policy enforcement.
- Organised regular coaching and training exercises with staff to build motivation.
- Conducted regular branch staff meetings to communicate goals and objectives.
- Maintained detailed records of branch office activities.
Education
Master of Arts - English Literature
University Of Punjab
Lahore Pakistan 2015.05 - 2017.07
CAT (Certified Accounting Technician) - Accounting
ACCA
Lahore Pakistan 2009.07 - 2010.12
ACCA - Accounting
ACCA
Lahore Pakistan 2010.06 -
Skills
- Swift problem solver
- Exceptional customer service
- Dedicated work ethic
- Excellent communicator
- Team player
- Excellent telephone manner
Languages
English
Fluent
Hindi
Fluent
Urdu
Native
Timeline
Customer Care Executive
Mobilink Jazz Telecom Ltd
2017.09 - 2023.08
Branch Manager
Ghausia Car Rentals
2015.06 - 2017.07
Master of Arts - English Literature
University Of Punjab
2015.05 - 2017.07
Branch Manager
Habib Qatar Foreign Exchange Service (
2013.04 - 2015.03
ACCA - Accounting
ACCA
2010.06 -
CAT (Certified Accounting Technician) - Accounting
ACCA
2009.07 - 2010.12