Mohammed Mansoor
Dubai
Summary
Results-driven Customer Service Supervisor with over 13.5 years of experience in managing customer service teams and improving operational efficiency. Seeking to leverage my expertise in team leadership and process enhancement to contribute to BLS International Services customer service excellence. Willing to work as a key player in a challenging and creative environment.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
BLS International Services
Dubai, United Arab Emirates
05.2011 - Current
- Oversee and support customer service representatives, including setting performance goals, conducting evaluations, and providing feedback
- Mentor and train new team members to ensure they understand company policies and procedures
- Handle escalated customer complaints and resolve complex issues that frontline staff cannot resolve
- Ensure high standards of customer service are maintained and address any customer service failures
- Analyze customer service metrics and feedback to identify areas for improvement
- Develop and implement strategies to enhance service quality and operational efficiency
- Prepare reports on team performance, customer feedback, and other relevant metrics
- Manage schedules, handle time-off requests, and ensure adequate staffing levels
- Ensure that the team adheres to company policies, procedures, and best practices
- Update and communicate changes in policies or procedures to the team
- Address and resolve conflicts within the team and between customers and staff
- Maintain a positive and productive work environment
Desktop Support Engineer
Nexpro IT Solutions PVT LTD
03.2008 - 05.2010
- Assist the Senior IT Engineer/PC Support Manager with proactive root cause analysis and problem resolution
- Troubleshooting PC and basic network problems
- Use the Helpdesk system to log, update calls and prioritize workload
- Keeping IT users informed of progress
- Organize and prioritize own workload
- Plan and manage routine repairs/upgrades to equipment within post holder remit
- Ensure all major issues are escalated to undertake regular system testing/adaptation/installations
- Management database is maintained and updated times
- Cleaning and maintenance of printers and scanner equipment as required
- Develop, create and maintain computer systems, user IT accounts, create reports, maintain desktop packages and computer hardware
Education
Bachelor of Commerce - Commerce
Premier College of Arts, Commerce And Management Studies
Navi Mumbai - MS India06.2010
Higher Secondary Certificate -
Maharashtra State Board
Secondary School Certificate -
Maharashtra State Board
Diploma in computer Hardware and Networking - VMware vSphere 8.x Professional
Tech Home Infosys
Skills
- Leadership and team management
- Customer service excellence
- Process improvement
- Conflict resolution
- Excellent communication and interpersonal skills
- Strong leadership and motivational abilities
- Problem-Solving
- New Hire Training
- Positive and Constructive Feedback
- Work Prioritization
- Customer Relations
Coursework
- Tech Home Infosys, Diploma in Computer Hardware and Networking
- VMware vSphere 8.x Professional
Personal Information
- Passport Number: R2400400
- Date of Birth: 07/04/89
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Islam
- Visa Status: Employment Visa
Driving license: U.A.E
3680424, 06/09/26
Disclaimer
Further I wish to state that the above furnished information is true and correct to the best of my knowledge.
Timeline
Customer Service Supervisor
BLS International Services
05.2011 - Current
Desktop Support Engineer
Nexpro IT Solutions PVT LTD
03.2008 - 05.2010
Bachelor of Commerce - Commerce
Premier College of Arts, Commerce And Management Studies
Higher Secondary Certificate -
Maharashtra State Board
Secondary School Certificate -
Maharashtra State Board
Diploma in computer Hardware and Networking - VMware vSphere 8.x Professional
Tech Home Infosys