Muhammad Shoaib
Dubai,UAE
Summary
Highly skilled professional with extensive expertise in troubleshooting and maintaining transportation management systems, enhancing workflows, and reducing downtime in mobility teams. Demonstrates excellent interpersonal and communication skills, strong customer focus, and proven customer support experience. Adept at installing and configuring fleet systems for optimal performance, resolving issues related to transportation and mobility services, and staying up to date with hardware and software advancements. Possesses strong diagnostic abilities, effective negotiating skills, and the ability to adapt to different types of characters. Committed to contributing to team efforts while maintaining attention to detail and prioritising workload effectively. Career goal includes leveraging technical knowledge and customer service expertise to drive operational excellence in the transportation sector.
Accomplished Customer Service Representative of [Number] years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
2020
2020
years of post-secondary education
Work history
Customer Service Representative
Teleperformance LLC
Dubai
08.2024 - 04.2025
- As a dedicated Customer Service Specialist with extensive experience at Dubai Taxi Company, I have a proven track record of enhancing operational efficiency and significantly improving customer experience
- I am passionate about enhancing the operations like teams & mobility, customer experience and am always looking for ways to improve our processes
- My expertise lies in conflict resolution and escalation management, where I effectively address and resolve customer issues while maintaining a high level of satisfaction
- I utilize data analysis to optimize team performance and workflows, ensuring that our operations are responsive and efficient in meeting customer needs. By leveraging CRM systems, automation tools, and JDE Oracle, I’ve been able to reduce operational costs, improve service delivery, and boost customer retention rates.
- I leverage data analysis to drive team performance and optimize workflows, ensuring that our operations are both efficient and responsive to customer needs
- My proficiency in utilizing CRM systems and automation tools has allowed me to reduce operational costs, improve service delivery, and boost customer retention rates
- n addition, I bring in-depth knowledge of RTA teams, mobility solutions, POD bookings, and operational logistics, which allows me to contribute effectively to cross-functional coordination. This expertise has helped lead teams in exceeding Service Level Agreements (SLAs) and Key Performance Indicator (KPI) targets, resulting in measurable improvements in customer satisfaction and loyalty.
- I believe that a collaborative team environment is essential for success, and I am committed to coaching and mentoring myself to foster their growth and empower them to contribute meaningfully to our organization
- My background in Information Technology provides me with a strong technical foundation, enabling me to implement innovative solutions that streamline operations and improve outcomes
- I stay current with industry trends and best practices to ensure that our team employs the most effective strategies in customer service
- If you are seeking a results-oriented leader who can optimize operations, drive team performance, and elevate customer satisfaction, I would be delighted to connect and discuss how I can contribute to your organization's success
Customer Service Executive
Lance soft Inc.
09.2021 - 08.2024
- Company Overview: Blr
- Setting up and installing new hardware and software systems
- Perform hardware and software installations, configurations and updates as needed
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Installing and configuring hardware and software
- Work with Windows/Linux/Mac OS
- Keep computer systems running smoothly and ensure users get the maximum benefit from them
- Install and configure computer hardware operating systems and applications
- Monitor and maintain computer systems and networks
- Provide support in a face-to-face capacity, over the phone or via remote desktop software, helping staff or clients set up systems or resolve issues
- Maintaining hardware and software by conducting regular maintenance and updates
- Identifying and resolving network, connectivity, and server issues
- Upgrading firmware, software, and outdated hardware systems
- Monitoring and maintaining security systems and installing updates
- Providing technical support to users and resolving technical errors
- Performing regular tests, upgrades, and backups
- In-depth worked with computer hardware systems, routers, and peripherals
- Preparing technical documents, such as error and maintenance reports
- Creating user documents and providing training on new computer systems
- Serves customers by providing product and service information and resolving product and service problems
- Researching hardware and software technologies to decide if they offer improvements
- Blr
US IT Technical Support Analyst
Vicky Solutions
01.2016 - 03.2021
- Company Overview: New Delhi
- Manage large amounts of incoming phone calls
- Generate sales leads
- Troubleshooting technical issues
- Set up new users' accounts and profiles and deal with password issues
- Rapidly establish a good working relationship with customers and other professionals, such as software developers
- Diagnosing and repairing faults
- Resolving network issues
- Upgrading the entire system to enable compatible software on all computers
- Installing and upgrading anti-virus software to ensure security at the user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being the first point of contact for error reporting
- Overseeing new system installation and setup and customizing these for business needs
- Establishing good relationships with all departments and colleagues
- Speaking to customers to quickly get to the root of their problem
- Talking customers through a series of actions to resolve a problem
- Managing multiple cases at one time
- Maintaining positive business relationships to ensure future sales
- Identify and assess customers' needs to achieve satisfaction
- Follow communication procedures, guidelines, and policies
- New Delhi
Education
Bachelors - computer application
CASET College of Computer Science & Engineering (Kashmir University)
Skills
- Excellent interpersonal and communication skills
- Excellent customer service skills
- Strong troubleshooting and critical thinking skills
- Knowledge of RTA operations and systems
- Troubleshooting and maintaining transportation management systems
- Installing and configuring fleet systems for optimal performance
- Resolving issues related to transportation and mobility services
- Enhancing workflows and reducing downtime in mobility teams
- Excellent listening and questioning skills
- Ability to work well in a team
- Highly motivated and target driven
- Strong diagnostic and troubleshooting abilities
- Excellent problem-solving skills
- Ability to stay up to date with hardware and software advancements
- Knowledge of operating systems
- Knowledge of office software
- Knowledge of enterprise software
- Knowledge of server systems
- Attention to detail
- Ability to actively listen to customers
- Effective negotiating skills
- Proven customer support experience
- Ability to prioritize workload
- Strong customer focus
- Strong phone contact handling skills
- Customer orientation
- Ability to adapt/respond to different types of characters
- Ability to multi-task
- Contributes to team effort
- Excellent verbal communication skills
- Friendly and pleasant manner
- Ability to travel when necessary
Languages
English
Hindi
Custom
I hereby declare that the information furnished above is true & correct to my best of knowledge & belief.
Timeline
Customer Service Representative
Teleperformance LLC
08.2024 - 04.2025
Customer Service Executive
Lance soft Inc.
09.2021 - 08.2024
US IT Technical Support Analyst
Vicky Solutions
01.2016 - 03.2021
Bachelors - computer application
CASET College of Computer Science & Engineering (Kashmir University)
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