Mariam Naheed
Summary
Dedicated professional with a strong background in customer service, demonstrating exceptional patience and adaptability. Proficient in Amazon Web Services and technological expertise, with a proven ability to solve problems efficiently. Excellent communication and active listening skills, combined with effective time management and multitasking abilities. Known for a positive attitude and teamwork, aiming to leverage these skills in a dynamic environment to drive success.
Overview
5
5
years of professional experience
2025
2025
years of post-secondary education
Work History
Costumer Service Advisor
Molton Brown
Salford, Greater Manchester
11.2024 - 11.2024
- Handled a high volume of inbound and outbound customer calls daily, addressing inquiries, resolving issues, and providing product/service information, achieving a customer satisfaction rating
- Provided exceptional customer support via multiple channels including phone, email, and live chat, ensuring a seamless and positive experience for all customers
- Resolved customer complaints and issues effectively by utilizing problem-solving skills and product knowledge, reducing escalation rates within a month
- Processed orders, returns, and exchanges, ensuring accurate data entry and a smooth order fulfillment process, which led to a 3% reduction in order-related customer complaints
- Maintained product knowledge and kept up to date with company policies and procedures to provide accurate and up-to-date information to customers
- Escalated complex cases to appropriate departments, working with management and other teams to ensure timely resolution and customer satisfaction
- Contributed to the improvement of customer service procedures, suggesting process enhancements that resulted in reduced handling times and increased customer satisfaction
- Achieved or exceeded key performance metrics such as response time, resolution time, and customer satisfaction (CSAT) scores, consistently meeting targets
- Documented customer interactions in the CRM system, ensuring clear and accurate records were maintained for future reference and follow-up
- Collaborated with team members to share best practices, ensure smooth workflow, and provide consistent service levels across the team
- Reduced average customer wait time by 5% through process improvements and effective time management
- Managed up to 70 customer inquiries per day in fast-paced center and listened to individual complaints with open mind and asked detailed questions to understand issues
- Processed refunds, exchanges and service requests for customers
- Remained updated on company offerings through regular product research and provided information on after-sales services for comprehensive support
Account Manager
Ali Oil Corporation
Lahore, Pakistan
01.2022 - 08.2023
- Frequently visited customers to maintain positive and productive relationships
- Promoted product offerings, benefits and discounts using marketing channels and delivered products on time to customers
- Kept and managed records for assigned clients, serving as point of contact for account-related transactions and issues
- Probed sales and marketing data to identify business challenges to understand needs of prospective clients
Customer Service Representative
MCB Islamic Bank
Faisalabad, Pakistan
02.2021 - 11.2021
- Provided exceptional customer service to clients by addressing inquiries, resolving issues, and offering banking products that suited their needs
- Handled daily transactions including deposits, withdrawals, and account maintenance with a focus on accuracy and compliance
- Assisted customers with opening new accounts, applying for loans, and managing credit cards, ensuring adherence to bank policies and regulatory standards
- Resolved complaints and escalated complex issues to appropriate departments, achieving high customer satisfaction scores
- Maintained confidentiality of customer information, ensuring compliance with all privacy and security regulations
- Educated clients about digital banking services, increasing adoption of online banking tools
Retail Sales Associate
Smartex
Faisalabad, Pakistan
05.2020 - 12.2020
- Provided exceptional customer service by assisting customers with product selection, answering questions, and resolving issues to ensure a positive shopping experience
- Demonstrated in-depth knowledge of products and services, upselling and cross-selling to increase average transaction value
- Processed transactions, handled cash, and maintained accurate point-of-sale records
- Met and exceeded individual and team sales targets by 11% through effective product presentations and relationship-building
- Assisted in merchandising and organizing the sales floor, ensuring displays were visually appealing and well-stocked
- Trained new team members on customer service standards, product knowledge, and company policies
- Handled customer complaints and returns professionally, ensuring customer satisfaction and retention
Marketing Intern
Mehar Packages
Faisalabad, Pakistan
06.2019 - 09.2019
- Quickly adapting to the company's marketing strategies and objectives
- Demonstrating initiative in generating new ideas and taking on new tasks
- Exhibiting excellent communication skills and collaborating effectively with team members and clients
- Displaying a strong work ethic, a willingness to learn, and the ability to take on new challenges
- Gained valuable skills and knowledge in marketing, specifically in areas such as marketing analytics, communication, and project management
Education
MSc - International Management
University of Bolton
BS - Accounting & Finance
National University of Computer & Emerging Science
Skills
- Customer Service
- Patience
- Amazon Web Services
- Adaptability
- Problem Solving
- Teamwork
- Active Listening
- Communication
- Time Management
- Multitasking
- Positive Attitude
- Technological expertise
Software
- SAP
- CRM
- TPoint
- Microsoft 365
Timeline
Costumer Service Advisor
Molton Brown
11.2024 - 11.2024
Account Manager
Ali Oil Corporation
01.2022 - 08.2023
Customer Service Representative
MCB Islamic Bank
02.2021 - 11.2021
Retail Sales Associate
Smartex
05.2020 - 12.2020
Marketing Intern
Mehar Packages
06.2019 - 09.2019
BS - Accounting & Finance
National University of Computer & Emerging Science
MSc - International Management
University of Bolton
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