Uzair Ali Ashraf
Customer Service Manager
Manchester,Lancashire
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
QASIM ALNOOR PROJECT MANAGEMENT SERVICES Est.
03.2023 - 12.2023
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created and reviewed invoices to confirm accuracy.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Developed and offered unique discount options to drive interest in new product lines.
Customer Service Manager
MARKETING LEADERS PVT LTD
01.2020 - 01.2023
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created and reviewed invoices to confirm accuracy.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Developed and offered unique discount options to drive interest in new product lines.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Supervisor
MARKETING LEADERS PVT LTD
01.2017 - 12.2019
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created customer support strategies to increase customer retention.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Researched and corrected customer concerns to promote company loyalty.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Kept high average of performance evaluations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Trained team members on new hotel services and products to support promotional efforts.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Interceded between employees during arguments and diffused tense situations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitored front areas so that questions could be promptly addressed.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Customer Service Agent
MARKETING LEADERS PVT LTD
01.2015 - 01.2017
- Communicated with clients regarding account services, statements, and balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Facilitated communications through management of inbound and outbound customer calls.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Contacted customers to return routine and general calls promptly.
- Addressed customer account discrepancies and concerns.
- Adapted to new applications and maintained knowledge of current technologies.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Govt Boys High School Chak No.227/9-R
PAKISTANSkills
- Customer Relationship Management Software (CRM)
- Inter-department collaboration
- Budgeting and reporting
- Personnel training and development
- Cash Handling
- Skilled trainer
- Telemarketing expertise
- Adherence to high customer service standards
- Microsoft Outlook, Word and Excel
- Team Building
- Exceptional interpersonal communication
- Effective workflow management
- Logistics policies and procedures
- Purchasing and procurement
- Process improvement specialist
- Account management
- Staff Management
- Administrative support
- Training and mentoring
- Retail platforms
- Sales proficiency
- Staff education and training
- Effective problem solver
- MS Office expert
- Sales expertise
- Schedule Management
- Technical Support
- Customer Relations
- Account updates
- Customer-focused
- Negotiation expert
- Complaint resolution
- Exceptional telephone etiquette
- Excellent time management skills
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Arabic
Beginner (A1)
Timeline
Customer Service Manager
QASIM ALNOOR PROJECT MANAGEMENT SERVICES Est.
03.2023 - 12.2023
Customer Service Manager
MARKETING LEADERS PVT LTD
01.2020 - 01.2023
Customer Service Supervisor
MARKETING LEADERS PVT LTD
01.2017 - 12.2019
Customer Service Agent
MARKETING LEADERS PVT LTD
01.2015 - 01.2017
High School Diploma -
Govt Boys High School Chak No.227/9-R
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