Ishrat Hussain
Dubai
Summary
Dedicated and Empathetic Client Servicing & Back Office professional with over 14 years of experience in managing a full spectrum of customer service programs, services and functions.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
DMCC
11.2023 - Current
- Answering and managing all incoming calls, new leads and other calls as well as emails
received as cases through Sales Force
• Handling Live chat support system to assist the customer as well..
• Action on cases within the same day and distribute other departments within the
organization related cases through the provided channel
• Receiving inquiries from existing and new clients and assisting them for new company
setup, share transfer, license renewal, license amendment, property inquiries, etc.
• Assisting clients for company windup, company reactivation, Ultimate Beneficial Owner.
• Assisting clients for all type of visa related queries including visa quota, new visa, visa
renewal, dependent visa, etc.
• Assisting clients for value added services like duns, third party liability insurance,
Workmen Compensation Insurance and assign queries to respective department.
• Assisting employee & employer mediation related queries like End of service, dispute,
absconding.
• Take responsibility and ownership of each client lead until they have been assigned to a
Customer Relations Manager or are dealt with adequately.
Client Service Officer
Sharjah Airport Freezone
01.2022 - 10.2023
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Consult SAIF Zone supplier to assist investors to resolve discrepancies and create effective solutions
- Respond to customer requests, offering excellent support and tailored recommendations to address needs
- Promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Investigate and resolve customers inquiries and complaints quickly
- Prompt response to inquiries and requests from prospective customers
- Follow-through on all critical inter-department escalations to increase customer retention rates.
Client Service Executive
Dubai Multi Commodity Centre
03.2015 - 12.2022
- Serves as a first point of contact (POC) for customers with queries request and feedbacks regarding setting up new company with DMCC
- Handling inquiries for DMCC visas, Land Planning & Zoning, and Registration and Licensing Department, and Existing company's amendments
- Assisting Client with full visa process and direct contact with Immigration for complying with the up to date rules and regulation, provide inbound support requests, and ensures proper notation of customer problems or issues are solved
- Communicating with clients effectively by answering questions, resolving doubts and advising them on important decisions
- Communicating (Chatting) online with the customers from all over the world through live chats
- Handling cases and sending emails with proper resolutions
- Call back the customer in case any vital information is yet to be provided to them provide support to the Back-office
- Assisting clients for company windup, company reactivation, Ultimate Beneficial Owner
- Assisting employee & employer mediation related queries like End of service dispute, absconding
- Assisting clients for value added services like duns, third party liability insurance, Workmen Compensation Insurance and assign queries to respective department.
Senior Associate
Mashreq Bank
06.2012 - 09.2014
- Processing Fund Transfer of loan payment & also a/c to a/c
- Processing postponement & due date change for loan
- Processing STL (Salary Transfer Letter)
- Processing reversal, A/C closure, loan settlement (loan cancellation)
- Create MIS of daily productivity
- Payoff customer Loan a/c
- Processing credit card payment
- Handle client escalations
- Release Mashreq Millionaire certificate.
Customer Care Officer
Convergys India Services Pvt. Ltd.
09.2010 - 04.2012
- To deal with internal & external customers
- To deal with all kind of escalation
- Provide floor support to other team members on the floor in order to achieve team & individual targets
- Customer background verification for financial leverages
- Handling sales on Email.
Administration Executive
WNS Global Services Pvt. Ltd
01.2007 - 12.2009
- Handling internal and external calls
- Knowledge of EPBX system
- Coordination with Vendors for orders
- Maintaining record for the purchased done for company and for client
- Handling client visits, Handling guest house, hotel booking, Flight booking
- Maintaining the record of Monthly bills - Rate verification
- Handling couriers internal and external
- Food and Beverages for the internal employees and client as well
- Repairing & maintenance of office Assets - coordination with vendors
- Handing all the events for the company
- Maintenance of Electrical appliance of office premises - coordination with vendors
- Maintenance of look & feel, aesthetics & hygiene
- Handling Walking clients
- Procurement of crockery item & other related equipments for pantry
- Stock maintaining crockery item other items.
Education
Master's Degree -
01.2014
Bachelor -
01.2010
Skills
- RELATIONSHIP BUILDING TECH PROFICIENCY
- STRONG PROBLEM-SOLVING AND ANALYSIS CREDIT OPS-RETAIL BANKING
- SALESFORCE CRM AND GENSIS
- (EXPERIENCED) FRONT DESK MANAGEMENT
Accomplishments
- Assisted different clients worldwide and met their requirements leading to customer satisfaction
- Promptly responding quicker to clients and providing outside the box information
- Building strong relationship with clients and turning an angry customer to happy one.
- Train new joiners and provide floor support.
Languages
ENGLISH
HINDI
Timeline
Customer Service Representative
DMCC
11.2023 - Current
Client Service Officer
Sharjah Airport Freezone
01.2022 - 10.2023
Client Service Executive
Dubai Multi Commodity Centre
03.2015 - 12.2022
Senior Associate
Mashreq Bank
06.2012 - 09.2014
Customer Care Officer
Convergys India Services Pvt. Ltd.
09.2010 - 04.2012
Administration Executive
WNS Global Services Pvt. Ltd
01.2007 - 12.2009
Master's Degree -
Bachelor -
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