Summary
Overview
Work history
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Umair Riaz

Renfrew,United Kingdom

Summary

A Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customized solutions to build loyalty.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work history

Customer Service Representative

Tele Circuit Network Corp
Rawalpindi, Pakistan
12.2018 - 02.2020
  • Handling all incoming calls achieving set SLA's and targets
  • Adhere to Call Quality Monitoring guidelines.
  • To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem
  • Managing customer activities using Microsoft Office.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Practiced active listening and product expertise to successfully resolve inbound queries.
  • Participated in regular training to maintain up-to-date knowledge of company products and policies.
  • Built customer rapport by providing friendly, genuine service, increasing customer retention by 100%.
  • Driven and passionate with an excellent attitude to delivering customer excellence.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.

Outbound Telemarketing Agent

All Star BPO
Rawalpindi, Pakistan
06.2016 - 08.2018
  • Responsible for outbound calls with existing customers interested in setting up direct debits
  • Ability to upsell the benefits of new products to existing customers
  • Explaining to existing customers what a direct debit is, and its benefits
  • Using my initiative to create original solutions to problems
  • Promoting company brand image positively
  • Demonstrate strong product knowledge to ensure all customer queries are answered
  • Managing large amounts of outbound calls in a timely manner
  • Meet personal/team targets
  • Identifying customers' requirements
  • Ability to work on my own and also part of the team meeting achievable figures/appointments.
  • Created timely follow-up alerts for increased sales conversions and completions.
  • Cold-called customers from assigned contact lists to build new business.
  • Maintained client databases with updated customer information and current service plan agreements.
  • Met call time quotas with concise communication and following established scripts.
  • Generated interest in available goods and services to increase sales.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.

Education

Bachelor of Science - Software Engineering

NUML Islamabad
Pakistan
02.2013 - 01.2017

Skills

  • Customer sales support
  • Microsoft Office
  • Customer relations
  • Product understanding
  • Excel proficiency
  • Inbound call handling
  • Customer retention
  • Customer rapport building
  • Customer communications
  • B2C sales
  • Service knowledge

Languages

English
Advanced
Urdu
Native
Hindi
Fluent
Punjabi
Fluent

Timeline

Customer Service Representative

Tele Circuit Network Corp
12.2018 - 02.2020

Outbound Telemarketing Agent

All Star BPO
06.2016 - 08.2018

Bachelor of Science - Software Engineering

NUML Islamabad
02.2013 - 01.2017

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Umair Riaz