Salesforce
Ehtisham Ahmed
Client Support Representative
Islamabad
Summary
Service-oriented Customer Support Representative with 8+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Virtual Assistant
Worry Free Life Insurance
02.2023 - 07.2024
- Enhanced overall office organization by implementing efficient filing systems for physical and digital documents.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Enabled successful project execution with thorough market research, competitor analysis, and industry insights.
- Optimized workflow efficiency by creating comprehensive reports to track project progress and milestones.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Streamlined administrative processes for increased productivity through effective email management and calendar coordination.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
Senior CSR
SDS IT a PayActiv company
04.2021 - 01.2023
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Rotated merchandise and displays to feature new products and promotions.
- Entered data into Salesforce system, implementing tight safeguards to secure financial and personal information.
- Instituted quality systems within organization encompassing training, corrective and preventive action.
- Reduced response times, effectively managing high call volumes during peak hours.
- Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
CSR Supervisor
Allstar B.P.O
08.2020 - 03.2021
- Created plans and communicated deadlines to ensure projects were completed on time.
- Improved operations through consistent hard work and dedication.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Participated in team-building activities to enhance working relationships.
- Used coordination and planning skills to achieve results according to schedule.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Lead CSR
Touchstone
02.2020 - 08.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Boosted sales revenue by skillfully promoting diverse service options.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
CSR, Sales
Shelby B.P.O
05.2012 - 02.2013
- Boosted sales revenue by skillfully promoting diverse service options.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Solved customer challenges by offering relevant products and services.
Education
High School Diploma -
Roots School System
Peshawar Road, RWP. 01.2010 - 02.2016
Bachelor of Arts - Studio Arts
University of Cape Town
Cape Town, South Africa 01.2016 - 03.2018
Skills
Customer Service
Self-motivated professional
Responsible
Planning and Coordination
Customer Retention Strategies
Attention to detail
Problem Solving
Technical Proficiency
Multitasking
Conflict Resolution
Time Management
Active Listening
Software
Microsoft Word
Microsoft Excel
ZOHO
Slack
Languages
English
Urdu
Punjabi
Interests
Football
Hockey
Judo Karate
Timeline
Virtual Assistant
Worry Free Life Insurance
02.2023 - 07.2024
Senior CSR
SDS IT a PayActiv company
04.2021 - 01.2023
CSR Supervisor
Allstar B.P.O
08.2020 - 03.2021
Lead CSR
Touchstone
02.2020 - 08.2020
Bachelor of Arts - Studio Arts
University of Cape Town
01.2016 - 03.2018
CSR, Sales
Shelby B.P.O
05.2012 - 02.2013
High School Diploma -
Roots School System
01.2010 - 02.2016
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