MOHAMMAD KHAN
Contact Center Agent
Dubai
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Exceptional communication and networking skills
Successful working in a team environment, as well as
independently, The ability to work under pressure and multi-task, The ability to follow instructions and deliver quality
results.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Contact Center Agent
DMCC - Dubai Multi Commodities Centre
01.2022 - Current
- Cultivated a positive work environment through active engagement in team-building activities, fostering camaraderie among colleagues and boosting overall morale.
- Contributed to increased sales revenue by upselling products and services when appropriate during customer interactions.
- Proactively identified areas for personal growth and development within the role, seeking additional training or resources as needed to improve job performance.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Developed strong relationships with customers, fostering loyalty and repeat business for the contact center.
- Employment related services (Employment
visas, Dependent Visas, Business Visa, and
Health Insurance Subscription) - Employees' letters and Certificate issuance.
Visa Services ( Employee Residence permit,
Dependent residence permit, PIC, Access
Approvals) - Licensing services (License renewal,
Amendment, Dual License, Termination,
Establishment cards, Lease/Ejari) - Maintained high call quality standards by adhering to company policies and procedures for each interaction.
Senior Client Service Associate
Virtual Employee PVT LTD
03.2021 - 10.2021
- Delivered comprehensive product demonstrations, effectively showcasing value propositions and key features.
- Enhanced client satisfaction by addressing inquiries and resolving issues in a timely manner.
- Mentored junior associates in best practices for servicing clients effectively, enhancing team performance overall.
- Built strong relationships with clients through regular communication and prompt follow-ups on outstanding matters.
- Retained high-value clients by proactively identifying potential concerns and proposing appropriate solutions.
- Maintained detailed records of all client interactions in the CRM system, ensuring accurate historical information was readily available when needed.
Customer Support Associate
Tech Mahindra Limited
07.2020 - 12.2020
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Achieved high service ratings for consistently meeting and exceeding performance targets in call resolution times and quality assurance evaluations.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
Sales Coordinator
Sunrise Petroleum FZC
09.2019 - 02.2020
- Coordinated product demonstrations to showcase key features for sales prospects.
- Reduced errors during sales and service processes by devising and deploying template responses.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
Sales Executive
RAK CERAMICS PJSC
12.2016 - 08.2019
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Prioritized helping customers over completing other routine tasks in store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Collaborated with internal teams, such as product development and customer support, to ensure seamless client experience throughout the sales process.
Retail Sales Associate
AL Rasasi Perfumes LLC,
02.2013 - 11.2016
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Identified opportunities for process improvements within daily operations resulting in increased operational efficiency across multiple departments within the store.
- Supported store leadership in implementing new merchandising strategies to improve product positioning.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
Education
BBA - Business Administration
CCS University
INDIA 04.2003 - 01.2007
Skills
Verbal and written communication
Inbound Phone Call Management
System Documentation
Customer communications
Interpersonal Skills
Customer Support
Resolving issues
Customer Relationship Management
Customer Service
Problem-solving skills
CRM Software
Call Center Operations
Product Knowledge
Communicating with clients
Timeline
Contact Center Agent
DMCC - Dubai Multi Commodities Centre
01.2022 - Current
Senior Client Service Associate
Virtual Employee PVT LTD
03.2021 - 10.2021
Customer Support Associate
Tech Mahindra Limited
07.2020 - 12.2020
Sales Coordinator
Sunrise Petroleum FZC
09.2019 - 02.2020
Sales Executive
RAK CERAMICS PJSC
12.2016 - 08.2019
Retail Sales Associate
AL Rasasi Perfumes LLC,
02.2013 - 11.2016
BBA - Business Administration
CCS University
04.2003 - 01.2007
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