Imran Butt
Dubai
Summary
Achieved consistent recognition at Apple Inc. for exceeding performance metrics through exceptional customer service and problem-solving skills. Demonstrated expertise in customer success management and communication, significantly reducing escalations. Proactively enhanced client relationships and supported process improvements, showcasing teamwork and a results-driven approach.
Overview
14
14
years of professional experience
Work History
Customer Service Support Associate
Apple Inc.
Dubai
04.2017 - Current
- Delivered exceptional service to customers consistently, resulting in positive testimonials and referrals from satisfied customers.
- Assisted customers in navigating product offerings, ensuring they found the best fit for their needs.
- Handled escalated situations professionally, working towards a satisfactory resolution while maintaining empathy for the customer''s situation.
- Exceeded performance metrics consistently by focusing on resolving issues and quality interactions with customers, resulting in recognition by Apple store leaders on quarterly and yearly basis.
- Contributed ideas and practical solutions to support process improvement efforts.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as Apple ambassador.
IT Customer Support
Cardz Middle East
Dubai
02.2010 - 01.2017
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
Education
Management Studies
Birmingham International College
United Kingdom12.2007
Bachelor of Science - Computer Science
Institute of Management Sciences - Pak Aims
Lahore, Pakistan08.2003
Skills
- Customer Success Management
- Communication
- Problem Solving
- Teamwork
Languages
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Pushto
Upper intermediate (B2)
Hindi
Advanced (C1)
Timeline
Customer Service Support Associate
Apple Inc.
04.2017 - Current
IT Customer Support
Cardz Middle East
02.2010 - 01.2017
Management Studies
Birmingham International College
Bachelor of Science - Computer Science
Institute of Management Sciences - Pak Aims