Taimur Ali
Customer Services Executive
Ajman
Summary of Career
1. Experienced Call center Agent looking for a new opportunity to demonstrate his valuable skills and add real value to a forward-thinking organisation.
2. Excellent customer service skills. Able to manage a variety of situations with professionalism and efficiency in order to deliver a high-quality customer experience.
3. Strong communication skills. Able to build excellent relationships with colleagues, customers and partners in order to facilitate a positive and open working environment that engenders mutual respect and cooperation.
4. Able to collate, analyse and interpret complex data in order to produce high quality reports that enable business-critical decision-making.
5. Recognized by his peers as a person who can be relied upon to manage challenging situations and solve complex problems with tact, diplomacy and professionalism.
6. Willing and able to relocate and travel as needed.
7. Answer the client queries and provide support through telephone, chat and email
8. Study and investigate any trend of problem and escalate to the concerned section
9. Performs outbound calls to customers to verify legitimacy of placed orders, confirm receipt of orders forwarded to clients and to check on order status from clients per request of customers.
10. Performs back office tasks on website modifications
Experience as System Support Analyst @ OnPremiseIT.com
13 February 2017
30 November 2019
• Clients on boarding (Pulseway) https://www.pulseway.com/
• Manage windows update & comprehensive tasks
• Remote access control
• Manage endpoint protection
• Business Management (PSA)
• Manage RMM
• Application Monitoring
• System Monitoring
• Network Discovery & Deployment
• Service Desk
• Customer Relation Management
• Project Management
• Scheduled Automation
Experience as Coordination Officer @ Talabat Online Food Delivery Company
01 December 2014
31 October 2016
• Coordinate periodic meetings within my region to introduce prospective clients to the company’s services.
• Manage relations with clients on a day-to-day basis, handling queries and complaints.
• Compile data and reports on operations staff activity for senior management.
• Promotions management on company websitewww.talabat.com.
• Discount Coupons management on company website.
• Promotional banner management on company website.
• All restaurants’ menu management on company website.
• Managed operations for the entire region at a rapidly growing, innovative internet company.
• Coordinate with new clients to establish a preferred work flow
• Creating & optimizing online content
• Accepts inbound calls from clients & resolving issues
• Work with sales team to expand client data base
• Work with Accounts team to resolve any issues with payments
• Creating Client details in the website
• Applying any new changes provided by client in the website
• Assumes responsibility in the absence of the Supervisor or Manager.
• Accepts escalated calls for client complaints and provides resolution.
• Delegates tasks to Junior Agents to ensure smooth workflow in coordination.
Experience as Call Center Agent @ Talabat Online Food Delivery Company
01 July 2013
30 November 2014
• Performs multitasking.
• Accepts inbound calls to take orders, answer customer & client inquiries and provides solution to customer & client complaints.
• Accepts inbound chats with multiple concurrencies to act as bridge of communication between customers & clients and resolves complaints from both.
• Performs outbound calls to customers to verify legitimacy of placed orders, confirm receipt of orders forwarded to clients and to check on order status from clients per request of customers.
• Performs back office tasks on website modifications.
Experience as Customer Services Representative
Etisalat - UAE
01 July 2008
31 August 2012
• Answer the client queries and provide support through telephone and email
• Study and investigate any trend of problem and escalate to the concerned section
• Ensure the maximum customer satisfaction by providing high quality technical and non-technical support to all the subscribers of Etisalat
• Technical support to both Business and Home internet users for trouble shooting with various types for CPE’s, Routers and all types of Internet connections
• Escalating technical problems in Etisalat Network and customer premises to the concerned departments and make the necessary follow-ups to provide appropriate solutions in a timely manner
• Providing full support to any prospect/sales enquires and provisioning issues related to Etisalat Internet services
GPON, Dial up connections, ADSL, cable modems, ISDN, wireless, leased line etc.
• Various operating systems, browsers, antivirus programs and firewalls
• Configuring/installing modems, routers and LAN
• Networking protocols like TCP/IP, FTP, TELNET,SMTP,POP3
• Configuration of Email clients, web based email administration & related services
• Web Hosting, Virtual emails on domain administration and related services
• DNS/DHCP installation and configuration.
• Complete knowledge of Etisalat applications, like CBCM, customer care, PMS.
• E-vision support through SMB application.
• IPTV support through ACS & UMS applications.
• Responsible for managing customer enquiries, billing queries and payment extension/service requests in a high-volume call centre. Typically, responsible for dealing with 500 calls per week, all managed within strict key performance indicators (KPIs).
• Managed customer issues and handled customers who were angry, frustrated and/or aggressive in order to explore the nature of their issue and suggest possible remedies and rebuild trust, escalating queries to more appropriate personnel if necessary.
• Coordinated with local resources to resolve problems and discuss best-option solutions.
• Delivered technical support to Internet, eLife and GPON customers, as well as Etisalat Online Services.
• Responsible for training and mentoring new staff, and also provide support to other existing staff.
Achievements:
• Recognised by peers as a quality call handler, and so often tasked with managing difficult and challenging customers when colleagues had been unable to successfully handle the call.
• Received “CSR of the Month” award from management in August 2010.
• Aided the company in their pursuit of customer service excellence. Helped them achieve 100% rating in an external audit, judged in terms of communication, listening, problem resolution and politeness.
• Commended in performance evaluations for demonstrating initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability.
Bachelor 31 December 2003
Bachelor in Computer SciencesMaster 14 February 2007
Master in Information Technology