Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
References
PERSONAL DETAILS
DRIVING LICENSE
Generic
Moin Azam

Moin Azam

Dubai

Summary

An accomplished professional with 8 years in GCC in result-driven Logistics, Customer Service, and Sales Sectors. A strong team-player with a proven ability to develop productive relationships and solve complex issues by being level-headed in stressful situations. I maintain a high level of professionalism and efficiency and meticulously strive to deliver high-quality support and win customer/client Loyalty.

Overview

10
10
years of professional experience

Work History

Senior Customer Support Officer

ZED LLC
09.2024 - Current
  • Deliver high-quality support to riders and drivers across various platforms (chat, email, phone).
  • Resolve escalated cases promptly while ensuring a smooth and professional customer experience.
  • Maintain high service standards in alignment with UAE customer service expectations and company policies.
  • Team Supervision & Development
  • Guide and mentor junior customer support agents.
  • Provide on-the-job training and continuous feedback to enhance performance.
  • Monitor daily operations, ensuring shift coverage and adherence to SLAs.
  • Coordination with Operations & Driver Support
  • Liaise with driver operations teams to handle issues related to cancellations, no-shows, payment disputes, etc.
  • Assist in resolving cases involving RTA-regulated taxis or drivers across various emirates.
  • Quality & Performance Monitoring
  • Track key performance metrics (CSAT, response time, resolution rate).
  • Identify recurring issues and suggest process improvements to management.
  • Prepare and present reports to highlight trends, customer pain points, or operational gaps.
  • Compliance & Policy Adherence
  • Ensure support is provided in line with UAE regulatory requirements, especially under RTA guidelines.
  • Educate riders and drivers on the terms of service and promotion policies.
  • Issue Escalation & Complaint Management
  • Handle VIP customers and high-priority complaints with tact and empathy.
  • Document all escalations and ensure timely follow-up with internal teams for resolution.
  • System Knowledge & Support Tools
  • Use CRM platforms, ride dispatching systems, and internal support tools efficiently.
  • Report technical issues affecting bookings, payments, or app functionality to the relevant tech team.
  • Communication & Proactive Engagement
  • Proactively communicate delays, technical issues, or service changes to users.
  • Promote a customer-first culture by leading through example in all communications.

Service Coordinator

Emirates Post Group
01.2022 - 08.2024
  • Handling SME clients.
  • Preparing reports (MIS, TAT, NDR, OUTSTANDING).
  • Handle all client queries via live chats, emails, and phone calls for the company's group.
  • Act as the initial point of contact for existing clients and assist them with all their queries and coordinate with the other departments.
  • Ensure each client is given the necessary services and follow-up to fill ongoing service needs.
  • Create and maintain a database of clients and client needs.
  • Maintain good relationships with service providers and clients to keep customer base.
  • Expand the list of resources and providers to ensure there are no gaps in services.

Customer Service Department

Emirates Post Group
12.2016 - 12.2021
  • Customer relationship management and operations.
  • Call center agent.
  • Resolving Customer complaints.
  • Greet customers warmly and ascertain problems or reasons for calling.
  • Keep a record of accomplishment of customer's profile and complaints.
  • Track and record shipments and sorting to the respective areas.
  • Generating daily reports.

Customer Service Department

Telenor Telecom
06.2015 - 11.2016
  • Manage large amounts of incoming calls.
  • Handle product recalls.
  • Identify and assess customers' needs to achieve satisfaction.
  • Resolve customer's queries by clarifying the customer's complaints.
  • Prepare reports by collecting and analyzing customer information.

Education

Intermediate -

Board of Intermediate and Secondary Education
01.2013

Skills

  • Problem Solving
  • Fast Learner
  • Time Management
  • Leadership
  • Complex Problem Solving
  • Effective Time Management
  • Ability to Work Under Pressure
  • Ability to Multitask
  • Microsoft Excel
  • Ability to Work in a Team
  • Microsoft Office
  • Communication Skills
  • Customer Service
  • Escalation handling
  • Task delegation

LANGUAGES

English
Urdu/Hindi

Timeline

Senior Customer Support Officer

ZED LLC
09.2024 - Current

Service Coordinator

Emirates Post Group
01.2022 - 08.2024

Customer Service Department

Emirates Post Group
12.2016 - 12.2021

Customer Service Department

Telenor Telecom
06.2015 - 11.2016

Intermediate -

Board of Intermediate and Secondary Education

References

References available upon request

PERSONAL DETAILS

  • Date of birth: 29 Apr 1992
  • Nationality: Pakistan
  • Visa status: Employment Visa
  • Marital status: Married

DRIVING LICENSE

Driving license category: Light Vehicle License

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Moin Azam