Najeeb Akhtar
Dubai,UAE
Summary
Communicative Customer Service Executive experienced in solving problems and building great client rapport. Achieves high-volume call targets with a dynamic and diligent approach. Enthusiastic team player and customer advocate. Proactive service is professional with substantial call experience. Built customer rapport through friendly, attentive interactions. Handled queries knowledgeably and promptly to meet performance targets.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Executive
Innovation Factory
Dubai, UAE
2023.08 - Current
- Managed complex customer concerns in high-volume customer departments, including technical questions(email, phone, chat, etc.) regarding Crypto blockchain and application support.
- Customer service abilities for proper resolution of calls to boost morale, improved productivity, and customer satisfaction (Answer chat and emails in efficient manner).
- Offered detailed product and service advice based on customer needs.
- Assisted customers with varying questions using product knowledge and service expertise.
- Improved customer satisfaction ratings through responsive query resolution.
- Followed up on customer queries to check that provided solutions met expectations.
- Maintained excellent client satisfaction by providing in-depth support.
Customer Care Executive
R1 RCM
Uttar Pradesh, India
2021.11 - 2023.06
- Communicating with customers, making outbound calls to potential customers, and following up on leads.
- Answering potential customers' questions and sending additional information per email.
- Understanding customers' needs and identifying sales opportunities.
- Keeping up with product and service information and updates.
- Creating and maintaining database of current and potential customers.
- Handled customer support queries daily, exceeding company target by 95%.
- Served customers to drive sales and deliver top-quality experiences.
- Leveraged strategic networking to create new business opportunities.
- Extensive phone use and record keeping of Customer data.
- Developed holistic advertising strategies to achieve revenue and awareness goals.
- Leveraged market and competitor data to identify market opportunities and gaps.
Customer care executive
WNS
Gurgaon, India
2021.07 - 2021.11
- Compiled and reviewed consumer data on patterns and preferences for marketing information.
- Guaranteed quality CRM data, performing 5 database cleansing to update customer contact details.
- Developed marketing plans to support department strategies.
- Analyzed paid and organic website data to enhance Return On Investment (ROI).
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
Customer Care Executive
NTT DATA
Gurgaon, India
2019.11 - 2020.06
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Optimized customer service strategy to focus on priority customers, boosting repeat purchases by 76.
- Collaborated closely with sales department to identify, support, and maximize expansion opportunities.
- Advised clients on optimum mix of products and distribution channels for greatest success.
- Built public relations strategies for broadened advertising scope.
- Used excellent telephone manners to optimize customer experience, promptly cutting complaints.
- Delivered high-quality results within budget and timeframe targets.
Customer Care Executive
ELI Research India Pvt. Ltd.
Delhi, India
2016.04 - 2019.04
- Devised activity and service plans to meet customer requirements.
- Facilitated communication and collaboration across departments.
- Forged working relationships with suppliers and negotiated purchasing conditions.
- Implemented personal development programs to enhance staff capabilities and satisfaction.
- Sought customer feedback and applied data to inform service-level improvements.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Recruited high-performing, reliable staff for improved team productivity.
- Deescalated internal conflict and implemented motivational techniques.
Education
Bachelor of Commerce - Accounts
MJPRU
India 2009.06 - 2012.07
Intermediate(Higher secondary) - Accounts
Uttar Pradesh Board
India 2008.06 - 2009.07
High School Diploma - Science
Uttar Pradesh Board
India 2006.06 - 2007.07
Skills
- Microsoft Word
- CRM
- Exceptional communication
- Customer service expert
- Customer retention
- Microsoft Office
- Administrative support
- Customer loyalty building
- Customer relations
- Complaint handling
- Telephone skills
- Chat support
- Email Etiquette
Languages
English
Advanced (C1)
Hindi
Proficient (C2)
Urdu
Proficient (C2)
Arabic
Intermediate
Timeline
Customer Service Executive
Innovation Factory
2023.08 - Current
Customer Care Executive
R1 RCM
2021.11 - 2023.06
Customer care executive
WNS
2021.07 - 2021.11
Customer Care Executive
NTT DATA
2019.11 - 2020.06
Customer Care Executive
ELI Research India Pvt. Ltd.
2016.04 - 2019.04
Bachelor of Commerce - Accounts
MJPRU
2009.06 - 2012.07
Intermediate(Higher secondary) - Accounts
Uttar Pradesh Board
2008.06 - 2009.07
High School Diploma - Science
Uttar Pradesh Board
2006.06 - 2007.07