Muhammad Zaid Naeem

• Guest Experience Associate at M&M's World, Central London
  
  As a Guest Experience Associate with over 8 months of experience at the world’s largest M&M’s World, I have consistently delivered outstanding service, earning recognition as an All-Rounder. I maintain a strong, proactive presence on the shop floor, ensuring guests have an exceptional experience by assisting with product selection, upselling, and providing guidance throughout the store. My role involves seamless collaboration with management and peers, problem-solving, and supporting merchandising and visual design. I also excel at managing busy tills, restocking the color wall, and taking initiative during peak seasons to ensure smooth operations. I’m passionate about contributing to a positive and efficient team environment.

• As a Network Support Engineer, I've recently contributed my expertise to key projects for Boots and Blackstone. At Boots, my team and I successfully addressed a critical issue with the Cisco router, employing troubleshooting techniques, examining ports, and utilizing Cisco Meraki software to pinpoint and resolve network issues. Through a systematic approach, we reset the router and performed the necessary steps, ultimately replacing the faulty router with a new one and configuring it to restore seamless network functionality.
• In my role at Blackstone, I played a pivotal role in decommissioning users and seamlessly recommissioning them in a different wing. Ensuring adherence to company standards, my responsibilities extended to verifying the proper functioning of all systems post-recommissioning. These experiences have not only showcased my technical proficiency but also my ability to deliver effective solutions and uphold the highest standards in network support.

• In the summer of 2023, I had the incredible opportunity to serve as an Activity Leader for TIE Trinity International Education, overseeing engaging experiences for under 18 kids at two locations—St. Mary's University Twickenham and St. Swithun's School Winchester. Over the course of one month, from July 1st to July 31st, I led groups of around 30 students and their leaders on exciting trips to iconic London landmarks, including the London Eye, Big Ben, Winchester Abbey, Parliament Square, Buckingham Palace, and various museums. Beyond London, we explored destinations like Oxford, Thorpe Park, Winchester, Salisbury, and more.
• As an Activity Leader, my responsibilities extended beyond sightseeing. I took pride in fostering a positive and inclusive environment, ensuring that every student felt engaged and connected. Through on-site sports activities and personal interactions, I made it a priority to keep students excited and involved. Additionally, I maintained open communication with my management team, promptly addressing concerns and collaborating to ensure the success of our activities and excursions.

• During my tenure as a part-time team member at Creams Cafe in London, I excelled in delivering exceptional customer service while undertaking a diverse range of responsibilities. This encompassed efficiently taking orders and meticulously preparing a variety of delectable desserts, including Classic Cookie Dough, Signature Waffle, assorted Doughnuts, and indulgent creations like Strawberry Chocolate Indulgence and Creams-a'tella. My proficiency extended to skillfully serving ice cream from the scoop section, ensuring a delightful dining experience for our patrons.
• Throughout my role, I demonstrated adaptability to dynamic work environments and provided invaluable support to the team, seamlessly integrating changes and contributing to the smooth operation of the cafe.

Fossil Group, Partnered with Fossil, Michele, Skagen, Armani Exchange, Diesel, DKNY, Emporio Armani, Kate Spade, Michael Kors, Tory Burch, Watch Station, Zodiac

As a Customer Sales Representative, I efficiently managed inventory and order tracking through SAP and provided comprehensive support for online orders and technical issues. My role included utilizing CyberSource to monitor and manage payment processes, where I assisted customers in verifying payment statuses, confirming the completion of transactions, and identifying any pending or failed payments. I also helped process refunds and ensured customers were informed of any payment discrepancies. Additionally, I used Zendesk to create, track, and escalate support tickets to the appropriate departments, and guided customers through the process of tracking their orders via FedEx and USPS, ensuring timely and accurate delivery information.