Muhammad Harris Zakaria Shamsi

Managing the entire process in the absence of any high-level stakeholder
Experienced with a track record of highest customer retention and escalation resolving skills
Carefully navigating through calls to convert irate customers into repeat satisfied customers
Training any and every new joiner to maintain minimum standards of the statement of practice (SOP)
Formulating new strategies to create new benchmarks for the entire process to achieve organizational goals
Ensuring customer satisfaction and a smoother onboarding process for any and every new client
Being the go-to executive to follow multi-tasking activities and create new processes
Highest track record of formulating positive NPS scores
100% track record of solving high-level escalations and converting irate clients to repeat and satisfied customers
Coordination between multiple teams to ensure the standard of service is always surpassed

• Managed customer relations on ongoing basis to maximize customer retention
• Developed and implemented standards for staff to provide consistent service to customers

• Assigning and coordinating tasks for the entire team to ensure a smooth operational function
• Training new recruits and freshers to develop high-performing assets within the organization
• Upgrading the standard or practice and new processes to the existing team members to ensure the quality of service
• Solving high-level escalations and converting irate clients to repeat and satisfied customers
• Conducted CRM Training, soft skills, product training, and updating knowledge basis
• Providing accurate and appropriate information in response to customer inquiries
• Developed effective relationships with all call center departments
• Made to improve processes and set new benchmarks
• In charge of making exceptions to accommodate unusual customer requests
• Providing accurate and appropriate information in response to customer inquiries
• Efficiently directed inbound calls in phones queues
• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• For Du Telecom - Go Talk Channel Partner / DAMAC
• Properties
• Generating leads & capturing customer info for DAMAC Properties
• Outbound tele sales 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 offering the best online service experience
• 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.

• Customer Service travel desk at 8009090 (RTA'S pioneer service in providing travel support to customers)
• Receiving inbound calls assisting customers with travel routes, and planning journeys with accurate time & fare calculation
• Handling customer complaints pertaining to NOL cards
• 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
• Filling online forms for escalation of customer complaints & queries
• Handling queues for providing timely resolutions to customer complaints
• Providing customer support on-call, capturing information, assigning a technician, closing resolved cases by scheduled follow-ups, and ensuring

• Assisting customers and providing them suitable mobile plans according to their requirements
• Head of the first counter with assistants & coordinators
• Managing call abandonments and providing feedback
• Worked as a quality coordinator, monitored calls, and made reports for all projects.