Harris Zakaria
Senior Customer Service/Call Center
Dubai
Summary of Career
1. Troubleshooting and closing cases on boarding customer success consulting
2. Proven proficiency in MS Office – Word, Excel, and PowerPoint
3. Excellent communication and written language skills – English and Urdu
4. Call Center Skills – Outbound Inbound, Tele Sales, Telemarketing, Web chat, Email and Data Entry
5. Team Player with excellent interpersonal skills
6. Troubleshooting and closing cases on boarding customer success consulting
7. Ability to study industry & build a strong awareness of competitors within the market
8. Clear communication skills Product knowledge Problem-solving skills Listening skills
9. The ability to respond quickly Time management skills Desire to learn Statistics
10. Analytical Skills Correspondences Enquiries Problem Solving
Experience as Customer Service Agent /Quality
01 January 2004
27 December 2007
Dealing with customers and providing them suitable mobile plans according to their requirements.
Head of the first counter with assistants & coordinators.
Mentored and provided product training to the new staff members.
Managing daily and monthly sales reports.
Managing call abandonment and providing feedback.
Worked as a Quality Coordinator and did call monitoring and made reports for all projects.
Experience as Technical Support
17 April 2012
31 July 2014
Providing customer support on-call, capturing information, assigning a technician, closing resolved cases by scheduled follow ups and ensuring customer satisfaction by calling for feedback.
Assisting prospective customers with product related queries & thereby increasing sales.
Experience as Travel Coordinator
Roads and Transport Authority - Dubai
03 August 2014
31 August 2016
Customer Service travel desk at 8009090 (RTA'S pioneer service in providing travel support to customers).
Receiving inbound calls assisting customers with travel routes, planning journey with accurate time & fare calculation.
Handling customer complaints pertaining to NOL cards.
Filling online forms for escalation of customer complaints & queries.
Handling queues for providing timely resolutions to customer complaints.
Experience as Tele Sales
01 September 2016
26 November 2016
Providing customer service & guaranteed customer satisfaction over the phone.
Making outbound calls and scheduling follow up calls.
Logging all calls and updating customer records with comments& insights.
Experience as Tele Sales
01 September 2016
26 November 2016
Providing customer service & guaranteed customer satisfaction over the phone.
Making outbound calls and scheduling follow up calls.
Logging all calls and updating customer records with comments& insights.
Experience as Customer Service Representative/ Telesales
01 December 2016
30 April 2018
Generating leads & capturing customer info for DAMAC Properties. Outbound telesales and Du Telecom.
Booking appointments for sales teams and scheduling follow up calls.
Logging calls and updating customer records with comments & insights.
Making calls to a large volume of cold, warm, and hot leads daily, while identifying opportunities for up selling and creating new business.
Communicating with the customer through web chat and emails and offer the best online service experience.
Communication with customers.
Attracting potential customers by answering product related queries; suggesting info about other products & services.
Qualifying new leads in a team environment.
Identifying customer needs and resolving customer queries.
Exceeding customer expectations through exceptional customer service.
Experience as Senior Customer Service Representative
Trriple Payments L.LC
03 May 2018
02 August 2020
• Scheduling working hours and shifts
• Coordinating job rotations and cross-training soft
• Providing reports and activities updates to the top management
• Sharing company updates financial results and new objectives with team members
• Assisting in resolving emergencies and complaints
• Providing CRM Training - Soft skills – Product training and updating knowledge basis.
• Properly directed inbound calls in phones queues to improve call flow,
• Made reasonable procedure exceptions to accommodate unusual customer requests
• Provide accurate and appropriate information in response to customer inquiries
• Developed effective relationships with all call center departments
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Demonstrated mastery of customer service call script within the specified time frame