Mohammed Faisal Email & Phone Number

Pakistan

As an Escalation Supervisor/Manager, responsible for providing proactive monitoring and customerescalation management and in support of our customers with their product needs, and acting as aliaison and coordinate internal efforts to obtain issue resolution for reported escalated issues that havea significant impact on the business relationship or affect productivity.Strong experience with Warranty Policy Administration in Square Trade industry which is known as ALL STATE.-Handled incoming calls from other representatives seeking support with their customer and took overthe call when the customer became escalated and requested a manager.-Received awards from peers and compliments from customers.-Developed an understanding of how to handle escalated calls.-Provided exquisite customer service on every phone call.-Displayed an ability to self-manage work responsibilities.-Maintained expected average call handle times.-Administered everyday activities of warranty programs.-Monitored all logs for claims, each individual case and managed accordingly.-Managed all warranty data and generated regular reports on same.-Collaborated with other departments and resolved all product concerns.-Assisted key customers in resolving all warranty related claims.-Trained team on all company policies and warranty procedures.-Supervised all specialist on production floor.

Pakistan

Highly organized and trained Claims Specialist with an excellent history of successful claimsmanagement and loss minimization. Creative and independent problem-solver who also coordinates well with management and other company employees. Flexible scheduling availability to cover weekends and emergency situations as required.-Effectively communicated with customers on their warranty account, thru email and phone.-Assist customers and vendors with questions on claims and determinations on product results.-Handle inquires on customers’ products and delivery questions.-Responsible for ensuring that the product meets the quality standards.-Research and respond to daily customer's service issues.-Answer telephone calls, and emails Support customer's relationship manager as required-Provide product and service information to clients.-Analyze customer complaints and provide effective remedies.-Hands on customer experience in product warranty claims and original manufacturing standards.-Extensive knowledge of warranty strategies, and warranty claims processing.Key Accomplishment:*Attained a 100% customer satisfaction level through demonstration of highly effective query responseand problem resolution strategies. Streamlined the calls forwarding mechanism and synchronizedvarious customer databases to reduce average call processing time by 5 minutes. Earned the ‘Best CallCenter Representative Award’ thrice in a row.

Karāchi, Sindh, Pakistan

-Provide first class customer experience resulting to satisfaction, loyalty and retention.-Respond professionally to customer inquiries and problems by providing information or directing requests to others who can supply the necessary information or service.-Continually develop an understanding of the company’s culture, products, ethical initiatives, other areas of business, and reflect this in everyday performance.-Keep records of customer interaction and transactions, documenting details of inquiries, complains, issues, comments and actions taken.Sales & Marketing:·Perform sales activities effectively towards enhancing the company’s image, maintain in business volume and accelerating growth in terms of turnover, brand name and client base.·Deal with customers to generate sales, strengthen client support, service and business operations, while developing contacts with key accounts, retailers and distributors.·Contact customers to discuss their needs, and to explain how these needs could be met by specific products and services. Provide information on prices, availability, uses and credit terms.·Select the correct products or assist customers in making product selections, based on customers' needs, product specifications, and applicable regulations.·Open new business channels, develop and get proper networking and database of clients or potential business opportunities to continuously generate a pipeline for business.·Collaborate with colleagues to exchange information such as selling strategies and marketing information. Monitor market conditions, product innovations, and competitors’ activities.

Karāchi, Sindh, Pakistan

-Responds to all concerns in an efficient, professional and polite manner.-Expertise in developing strong customer and employee relationships-Leading to improved retention, increased business productivity and profitability.-Provide product trainings on INTL campaigns: Rogers, Bell Canada, Wind Mobile, T-Mobile, etc.-Ensured all customer inquiries are attended to and customer’s concerns are followed-up.-Experienced in building and maintaining a motivated team environment while exceeding aggressiveservice and revenue goals.

Karāchi, Sindh, Pakistan

-Trained, lead and directed 20+ team members and staff in an outbound sales process.-relations with active clients through outbound calls verification.-Providing troubleshooting expertise in technical, billing, and credit issues.-Created customer satisfaction survey, drastically reducing potential problems.-Work effectively in fast paced environment and consistently prioritize tasks.-Take initiative to understand the client’s current business needs, culture and future goals.-Work effectively in fast paced environment and consistently prioritize tasks.-Take initiative to understand the client’s current business needs, culture and future goals andexpectations.-Understand and consistently support clients and expectations through proficient use of Availabletechnology

Karāchi, Sindh, Pakistan

-Observed and analyzed matters in Private Limited Companies with UK clients.-Ensured all customer inquiries are attended to and customer’s concerns are followed-up.-Understand and consistently support clients and expectations through proficient.-Take initiative to understand the client’s current business with their Private Limited Companies.-Maintain relations with active clients through business e-mails, video conference, Outbound and inboundcalls.

Toronto, Ontario, Canada

-Successful track records of managing multimillion dollar project for worldwide clients.-Oversee opportunity identification and evaluation; formulate new offers and promotions-Responsible for providing consultation, information technology on various leading plans.-Maintained exceptional relationships with vendors, professionals, media contacts, and the generalpublic.

Toronto, Ontario, Canada

-Provided world class customer service when handling customers.-Listened to customers, analyzed their needs and offered solutions-Explained products in a way that was clear and easy to understand for the customer.-Promoted Rogers products (Cellular, Cable Internet, Home Phones) and services.-Consistently met and exceeded Sales target on a monthly and Quarterly basis.-Took appropriate action to efficiently resolve issues.-Identified customers need for additional Rogers's products and services.-Took responsibility to solve issues from beginning to end.

Toronto, Ontario, Canada

-Telecommunication customer interactions-Ensured all new admission call activities are in accordance to set guidelines-Shared best practices and knowledge with colleagues and teams helping achieve the sales targets-Ensured appropriate collection procedure maintain the customer service focus-Overcame client’s objections/rejections to company products and convinced them-Followed up ensuring relevant actions were taken on client’s complaints-Managed to keep records of customer interactions, transactions, complaints, comments as well asactions taken, process orders, forms and applications.-Answered calls professionally providing complete information about products, take/order cancels orobtain details about complaints

Toronto, Ontario, Canada

-Test all new computer programs to ensure they are user friendly for the KOG employee.-Technical support input information to each program to test its function and efficiency.-Draft reports discussing the successes of the program as well as areas that could be improved.-Oversee customer testing in different locations and report on the findings.-Meet with programmers and executives to make suggestions for improvements to the program.-Visit local companies to introduce new programs and software that could be useful to their business.-Conduct follow-up surveys and testing to ensure no long-term problems exist within the program orsoftware.Behavioral & Attitude:I have possessed a solid comprehension of the customer sales and support environment, demonstrating a strong business acumen. My strategic mindset, combined with your operational experience, enables me to develop effective business strategies.Dynamic personality exudes energy, proactivity, and a solution-oriented approach. I'm a hardworking, tenacious individual who takes ownership of tasks and drives them to completion.In addition to focusing on my specific area, I have possessed a big picture perspective, which allows me take responsibility for overall business outcomes. My ability to operate under pressure and navigate complex situations with confidence enables me to make sound decisions when faced with difficult circumstances.I am skilled in utilizing MS Office and other computer applications, keeping me abreast of the latest technology developments. My previous experience working in cross-functional teams in a multicultural environment demonstrates your ability to collaborate with individuals from diverse backgrounds effectively.

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