Muhammad Mughal
Birmingham
Summary
Dynamic Customer Support Specialist with a proven track record at E.ON Energy, excelling in problem-solving and complaint handling. Enhanced customer satisfaction through effective communication and team collaboration, while managing high call volumes. Spearheaded initiatives that improved operational efficiency, demonstrating strong leadership and quality assurance skills.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
E.ON Energy
04.2018 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
- Supervise a team of new starters giving them training and helping them with issues on calls.
- Managed whole contact centre departments, floor walking and arrange team meetings to discuss everyday issues.
- Arrange 121 meetings with new starters to discuss their stats and call quality.
Manager
Bangla Station Super Market
03.2015 - 01.2016
- Supervising and motivating staff to ensure high levels of performance and morale.
- Ensuring excellent customer service standards are maintained.
- Managing inventory levels, deliveries, and stock control.
- Monitoring KPIs (Key Performance Indicators) reviewing complaints and customers feedbacks.
- Ensuring shelves are stocked and displays are well-presented.
Education
Diploma in Management And Organisational Strategy -
Cromwell College London
London 07-2014
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Call center experience
- Active listening
- Team collaboration
- Call center operations
- Quality assurance
Traveling, Music Wacthing Documentaries
i like traveling and making new friends. I love all kind of music and i always wanted to learn Saxophone, i bought my own but later gifted to my Nephew. I love watching documentaries on nature and films based on suspense horror.
Languages
English
Timeline
Customer Support Specialist
E.ON Energy
04.2018 - Current
Manager
Bangla Station Super Market
03.2015 - 01.2016
Diploma in Management And Organisational Strategy -
Cromwell College London
Similar Profiles
Oluwadamilola A.A AkinwunmiOluwadamilola A.A Akinwunmi
Customer Service Specialist at E.ON EnergyCustomer Service Specialist at E.ON Energy
William GrahamWilliam Graham
Site manager at Permabond laminates / E.on energySite manager at Permabond laminates / E.on energy
Mudit RajMudit Raj
Chief of Scrums - (RTE) at E.on Energy markets digital technologiesChief of Scrums - (RTE) at E.on Energy markets digital technologies
Sharria KennedySharria Kennedy
Program Administrator at University of Alabama at BirminghamProgram Administrator at University of Alabama at Birmingham
Maryam JodaMaryam Joda
Volunteering at Women's aidVolunteering at Women's aid