Summary
Overview
Work history
Education
Skills
Languages
References
Timeline
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Hassan Fiaz

Hassan Fiaz

Dubai,UAE

Summary

A dedicated professional with expertise in CRM software and ERP systems, demonstrating a resilient attitude and patience under pressure. Skilled in KPIs management and performance metrics understanding, with a proven ability to generate comprehensive contact centre business reports. Committed to enhancing customer experiences through empathy and strategic use of technology, aiming to drive operational excellence and achieve career growth within the industry.

Overview

5
5
years of professional experience

Work history

Call center analyst

Federal Tax Authority
Dubai
02.2025 - Current
  • Implemented company policies whilst handling sensitive customer data.
  • Developed solutions to common problems, improving overall efficiency.
  • Assisted customers with product inquiries, resulting in increased brand loyalty.
  • Participated in regular training sessions for skill development.
  • Kept up-to-date with product knowledge through regular training sessions, providing accurate information to clients.
  • Served as a reliable team member during peak call hours, ensuring minimal wait times for customers.
  • Adapted swiftly to new software systems enhancing work productivity.
  • Upheld high standards of communication, contributing positively to the team morale.
  • Updated office management on team's activities and progress at weekly meetings.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
  • Evaluated performance of 6 clerical workers against company standards.

KYC analyst

GSB Gold standards
Dubai, United Arab Emirates
05.2023 - 08.2024
  • Responded to a high volume of inbound and outbound calls, ensuring effective communication with clients.
  • Managed email communications to address client inquiries and provide timely resolutions.
  • Delivered accurate information about products and services to clients, enhancing their understanding and satisfaction.
  • Handled client complaints professionally, resolving issues to maintain customer loyalty.
  • Identified customer needs and provided personalized assistance, ensuring a positive customer experience.
  • Collaborated with internal teams to streamline service and ensure prompt issue resolution.
  • Followed company protocols and guidelines to uphold high service standards and compliance.
  • Met or exceeded performance metrics, including customer satisfaction scores and call resolution time.
  • Updated customer information accurately in the system for efficient follow-up and record-keeping.
  • Provided proactive support and solutions to optimize the customer experience.

Inbound call centre agent

Du Telecom
Media city, Dubai
11.2021 - 04.2022
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted available products and services to customers during service, account management and order calls.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Maintained user account data by initiating account access and establishing in database.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Recommended products to customers, thoroughly explaining details.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.

Customer service officer

Tasheel
Abu Hail, Dubai
01.2019 - 06.2020
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
  • Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
  • Received payment information from customers and implemented it carefully into system to alleviate errors.
  • Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
  • Monitored phone, fax and electronic database systems for incoming customer inquiries.

Customer services advisor

Kitopi
Dubai
08.2018 - 01.2019
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Logged call information and solutions provided into internal database.

Education

Diploma of Education -

MBZUAI
Dubai
/2011 - /2014

Skills

  • Empathy for customers
  • CRM software usage
  • ERP systems proficiency
  • KPIs management
  • Patience under pressure
  • Performance metrics understanding
  • Contact centre business report generation
  • Resilient attitude

Languages

English
Proficient (C2)
Arabic
Proficient (C2)
Urdu
Advanced (C1)
Hindi
Intermediate (B1)

References

References available upon request.

Timeline

Call center analyst

Federal Tax Authority
02.2025 - Current

KYC analyst

GSB Gold standards
05.2023 - 08.2024

Inbound call centre agent

Du Telecom
11.2021 - 04.2022

Customer service officer

Tasheel
01.2019 - 06.2020

Customer services advisor

Kitopi
08.2018 - 01.2019

Diploma of Education -

MBZUAI
/2011 - /2014

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Hassan Fiaz