Mobeen Mahmood Malik
London
Summary
Professional with strong background in customer success strategies and escalation management. Expertise in stakeholder communication and expectation management, utilizing tools like Zendesk, Salesforce, and Freshdesk to enhance service delivery. Proficient in root cause analysis and self-service enablement, driving operational efficiency. Committed to improving customer satisfaction through innovative solutions and continuous improvement initiatives.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work history
Remote Customer Service Advisor
Pets at Home
Handforth, Cheshire East
05.2025 - 08.2025
- Delivered omni-channel support while adhering to SLA and quality standards.
- Resolved complex cases through coordination with logistics, stores, and veterinary teams.
- Proposed knowledge base updates to reduce repeat contacts by addressing root causes.
- Enhanced sales via effective product selection guidance.
- Managed over 50 customer calls daily, resulting in 10% sales growth.
- Successfully resolved intricate customer issues to ensure high satisfaction levels.
Customer Service Advisor (Remote)
UPetPro
London
12.2018 - 05.2025
- Resolved high-volume email and chat enquiries through professional communication.
- Managed over 30 customer calls daily, resulting in 20% increase in sales.
- Delegated tasks while monitoring budgets to ensure financial compliance.
- Conducted competitor analysis to optimise listings and enhance customer experience.
- Introduced Trello workflow enhancements to improve hand-off efficiency and visibility.
Order Fulfilment Associate / Warehouse Assistant
Cornerstone
London
12.2017 - 12.2018
- Resolved customer order queries, resulting in improved dispatch accuracy and timely deliveries.
- Delivered exceptional service through accurate order fulfillment processes.
- Prepared and shipped over 100 packages daily, surpassing warehouse targets by 15%.
Remote Customer Service Agent
Sensee (for Aviva Insurance)
London
10.2015 - 10.2017
- Managed 100+ motor insurance enquiries via phone and chat, consistently meeting KPIs for quality and speed.
- Coordinated resolution of complex product issues to enhance customer satisfaction.
- Processed customer orders with precision and efficiency.
E‑commerce Customer Service & Sales Assistant
Extreme Fliers
London
09.2012 - 10.2015
- Developed optimised eBay listings, enhancing conversion rates through timely follow-ups.
- Resolved disputes efficiently to maintain customer satisfaction.
- Led team of 5 in delivering high-quality technical engagement for diverse clients.
Customer Service Assistant / Code Controller
J Sainsbury’s
London
05.2008 - 11.2012
- Ensured accurate stock rotation and availability to support customer needs on shop floor.
- Regularly assessed produce quality to uphold high freshness standards.
- Achieved top 3 ranking for store performance in borough through effective inventory management.
Education
BA (Hons) - Business Management
University of Westminster
London 01.2009 - 01.2013
BTEC National Diploma - Graphics & Multimedia
South Thames College
London 01.2007 - 01.2009
GCSEs - Maths, English Literature/Language, Business Studies, Double Science
ATA Academy
London /2004 - /2005
Skills
- Customer success strategies
- Escalation management
- Account coordination
- Stakeholder communication
- Expectation management
- Knowledge base updates
- Self-service enablement
- Root cause analysis and feedback loops
- Omnichannel communication
- Zendesk proficiency
- Salesforce expertise
- Freshdesk knowledge
- Microsoft Teams usage
- Outlook proficiency
- Trello organisation
Accomplishments
- Pets at Home: 85–110 daily contacts across phone/chat/email; 95%+ within SLA; CSAT ~4.7/5 over 1,200+ tickets (first 90 days).
- Reduced AHT by ~12–15% via macros/templates and KB improvements; lowered repeat contacts by ~15–20% on top issues.
- UPetPro: Managed 60+ daily email/chat enquiries with high first‑contact resolution; introduced Trello workflow cutting delays ~30%.
Custom
UK citizen; relocating to Dubai on employer‑sponsored residence visa., Ready to start on entry permit or with minimal notice.
Personal Information
- Relocation: Dubai
- Citizenship: UK Citizen
- Visa status: Open to Employer-Sponsored Entry Permit (Dubai)
Languages
English
Proficient (C2)
Urdu
Proficient (C2)
Hindi
Fluent
References
References available upon request.
Timeline
Remote Customer Service Advisor
Pets at Home
05.2025 - 08.2025
Customer Service Advisor (Remote)
UPetPro
12.2018 - 05.2025
Order Fulfilment Associate / Warehouse Assistant
Cornerstone
12.2017 - 12.2018
Remote Customer Service Agent
Sensee (for Aviva Insurance)
10.2015 - 10.2017
E‑commerce Customer Service & Sales Assistant
Extreme Fliers
09.2012 - 10.2015
BA (Hons) - Business Management
University of Westminster
01.2009 - 01.2013
Customer Service Assistant / Code Controller
J Sainsbury’s
05.2008 - 11.2012
BTEC National Diploma - Graphics & Multimedia
South Thames College
01.2007 - 01.2009
GCSEs - Maths, English Literature/Language, Business Studies, Double Science
ATA Academy
/2004 - /2005
Similar Profiles
Riley KellyRiley Kelly
Store Colleague at Pets at homeStore Colleague at Pets at home
Neídín RodgersNeídín Rodgers
Duty Manager at Pets At HomeDuty Manager at Pets At Home
Georgina ConnorGeorgina Connor
Pet Care Centre Marketing Executive at Pets at HomePet Care Centre Marketing Executive at Pets at Home
Tyrell WynterTyrell Wynter
Bar Manager at SimmonsBar Manager at Simmons