Ashu Brown
Burjuman Dubai,UAE
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Skilled at accurately documenting call details, preparing reports and organising documentation. Astute, highly skilled and extremely organised sales professional adept at driving customer service excellence, processing orders and managing cash functions. Experienced in engaging with customers and captivating attention and interest in product offerings.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
TELECOMMUNICATION ASSISTANT
MAXONLIN SOCIAL MEDIA MARKETING
UAE
2023.06 - Current
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
- Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate.
- Conducting cold calls to potential clients,
Sending follow-up emails and managing clients communications. - Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in CRM system along with keeping record of the contacted customer/clients in official database in a comprehensible way.
- Collaborate with the sales team to ensure seamless customer experience.
- Responding to enquiries to the best of my abilities. Keeping documented record of all clients requirement and offering deals as per their requirements via face to face, through email and over the phone to ensure the client shouldn't left with any doubt or concern.
- Completed assigned work within deadlines and to company standards.
- Conducted quality checks on deliverables, identifying and addressing discrepancies.
CUSTOMER SERVICE REPRESETATIVE
GALADARI MOTOR DRIVING CENTRE
UAE , Dubai
2021.01 - 2023.04
- Attended walk-in students and answered all queries in a timely, appropriate & professional manner
- Provided complete information about the Driving Licensing Course, Cost, available offers & promotions
- Opening/Registering file along with the full contact details of the students in the CRM system & RTA Portal
- Issuing Learning permit from RTA Portal
- Explained about journey process depending on the type of driving license required or opt by the students.
- Booking classes/test as per students convenience request with their preferred language instructor
- Following up on complained raised by the students for their class & test booking to the concern department and respomding back to the students in a timely manner through calls, emails.
- Handling enquires or request raised from the call center and other departments and keeping a note of the student requirements.
- Keeping record of daily cash payment collected and handing over to accounts team.
- Keeping monthly report for all the new registrations in CRM System.
- Contacting students for pending payment collection and informing them to continue the course without long delays.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Obtained feedback from customers to improve service experience.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
TELEPHONE OPERATOR
The Country Club Hotel
UAE , UAE
2019.10 - 2020.12
- Handling outbound/incoming telephone calls from existing members.
- Screening incoming mail to correct recipients throughout the office
- Schedule and arranging appointments for Existing Members with SLA team.
- Providing brief information about product and procedure and promotion offers
- Managed crucial booking deadlines effectively, preventing potential disappointments or cancellations from clients due to unavailability of preferred options.
- Worked diligently on follow-ups, enhancing conversion rates from inquiry stage to final booking confirmation.
- Utilised CRM system proficiently to manage customer database efficiently.
- Accommodated client requests for customisations or modifications as best as possible.
- Informed clients about cancellation policy and associated penalties.
- Negotiated contracts with vendors, securing competitive prices and terms.
- Improved overall service quality through continuous feedback analysis.
- Identified add-on sales opportunities by analysing client needs, budgets and preferences.
- Managed membership renewals efficiently, reducing lapse rates.
- Monitored trends in membership growth or decline, informing strategic decisions.
- Fostered a sense of community amongst members through special events and gatherings.
- Enhanced membership retention by implementing effective customer service strategies.
RECEPTIONIST
SOBHA ENGGINERRING & CONTRACTING LLC
UAE , Dubai
2018.10 - 2019.09
- Answering, forwarding, and screening phone calls
- Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans
- Helping maintains workplace security by issuing, checking, and collecting badges as necessary and maintaining visitor logs.
- Assisting colleagues with administrative tasks
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
- Handled appointment scheduling to ensure smooth daily operations.
- Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
- Collecting invoices from the suppliers and keeping daily records.
- Keeping daily records for cheque distribution.
- Maintained an organised reception area for a professional business environment.
- Acted as first point of contact for wide range of personnel.
- Assisted with administrative tasks, improving overall functionality of the office.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Managed calendars, strategically scheduling appointments to maximise availability.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Upheld confidentiality with sensitive information handling procedures.
- Coordinated office supplies orders to keep necessary materials available at all times.
- Kept reception area clean and organised to uphold professional office reputation.
- Wrote professional letters, memos and emails for internal and external business communication.
CUSTOMER CARE SUPPORT
JINDALS INTELECOM
INDIA (DELHI)
2014.10 - 2018.06
- Answering large number of inbound calls
- Served as front-line representative and provided excellent customer service delivery as part of the fast-paced Inbound Call Center
- Excelled at 'out-of-the-box thinking' to resolve customer issues
- Taking new orders request, Refund request, and Returned order request
- Assisting customers with order Status and promotion offers to upgrade their order
- Continue fulfilling responsibilities for previous position; Also making outbound courtesy calls for customer satisfaction and upselling for New Products
- Maintaining Quality score of 85%
- Produced daily reports which monitored attendance, documented cases closed, and feedback
- Handled all billing inquiries and resolving dispute if customer charged twice
- Coordinating with the warehouse staff ensuring apposite execution/delivery of orders from warehouse to customer.
CUSTOMER CARE EXECUTIVE
IENERGIZER
INDIA (NOIDA)
2010.09 - 2014.09
- Assisting customers with all ZYNGA GAMES and about their new features
- Assisting customers with game troubleshooting through remote access
- Providing good will gesture gift items to the customers if they miss any items in the game
- Handled all billing inquiries and resolving dispute if customer charged twice
- Arranging a call back from technical team if troubleshooting doesn't resolve the issue
- Maintaining monthly report for Customer satisfaction score on every email attended, login hours, overtime
Education
High School Diploma - Arts
Corresspondence
Delhi 2009.04 - 2010.06
Skills
- Problem Solving
- Operational Knowledge
- Advance Excel Modelling
- Project Management
- Strategic Thinking
- Customer Handling
- Regulatory Compliance
- Customer Service
- Communication Skills
- Telesales techniques
- Sales negotiating
- Process optimisation
- Problem solver
- Cash and card processing
- Strong customer service orientation
- Client retention strategies
- Live chat support
- Customer retention tactics
- Call centre experience
- Customer complaint management
- Basic computer knowledge
- Strong written communication
- Efficient telephonic etiquette
- Billing understanding
- Multi-tasking
- Active listening
- Order processing capability
- Documentation accuracy
- Customer relationship management
- CRM software proficiency
- Customer service expert
- Rapport-Building techniques
- Administrative support
- Complaint handling
Languages
English
Fluent
Hindi
Native
Urdu
Fluent
Affiliations
- Listening to music
- Dancing
- Travelling
- Acting
- Cooking
Timeline
TELECOMMUNICATION ASSISTANT
MAXONLIN SOCIAL MEDIA MARKETING
2023.06 - Current
CUSTOMER SERVICE REPRESETATIVE
GALADARI MOTOR DRIVING CENTRE
2021.01 - 2023.04
TELEPHONE OPERATOR
The Country Club Hotel
2019.10 - 2020.12
RECEPTIONIST
SOBHA ENGGINERRING & CONTRACTING LLC
2018.10 - 2019.09
CUSTOMER CARE SUPPORT
JINDALS INTELECOM
2014.10 - 2018.06
CUSTOMER CARE EXECUTIVE
IENERGIZER
2010.09 - 2014.09
High School Diploma - Arts
Corresspondence
2009.04 - 2010.06
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