Umer Gul
Sharjah
Summary
Diligent professional with a proven track record of superior network management and customer service excellence. Leveraging industry knowledge and exceptional communication skills, I support infrastructure and technical troubleshooting with a proactive problem-solving approach. Experienced in analyzing customer feedback to drive improvement strategies and enhance overall satisfaction. Proficient in CRM administration and adept at managing feedback, lease processes, and customer inquiries. Fluent in English, Arabic, Urdu, and Pashto, with a demonstrated ability to engage effectively with customers from different cultures. Committed to continuous learning and improvement, with a history of exceeding performance targets in fast-paced environments.
Overview
9
9
years of professional experience
Work History
CLIENT RELATION EXECUTIVE
WASL Properties
08.2023 - Current
- Demonstrated expertise in handling customer relationship management (CRM) systems, including platforms like SAP and other industry-specific tools, to optimize client engagement and track interactions.
- Effectively managed client communication across multiple channels, including phone calls, emails, and social media, ensuring clear and timely responses to inquiries throughout the real estate transaction process.
- Skilled in contract handling, ensuring thorough review, negotiation, and compliance, while coordinating with clients and stakeholders to facilitate seamless transactions.
- Managed the entire contract lifecycle, from drafting, reviewing, and negotiating contracts to execution and renewal, ensuring all agreements align with company policies and legal standards.
- Proficient in building and maintaining strong client relationships, delivering personalized support based on an in-depth understanding of their needs, preferences, and goals.
CUSTOMER SERVICE EXECUTIVE
American Hospital Dubai
06.2022 - 03.2023
- Empathetic Communication: Communicate effectively and empathetically with patients and their families, demonstrating sensitivity, patience, and understanding to address their concerns, alleviate anxieties, and ensure a positive experience
- Conflict Resolution: My skills in resolving patient complaints, conflicts, and issues in a timely and professional manner, utilizing active listening, problem solving, and diplomacy to de-escalate situations and achieve satisfactory resolutions
- Service Excellence: My commitment to delivering high-quality service by consistently meeting or exceeding patient expectations, maintaining a welcoming and supportive environment, and upholding the hospital's standards of excellence in customer care
- Multitasking and Prioritization: Able to multitask and prioritize effectively in a fast-paced hospital environment, managing multiple inquiries, tasks, and responsibilities simultaneously while ensuring accuracy and attention to detail
Customer Feedback Management
Islamic Affairs
06.2021 - 05.2022
- Customer Feedback Management: Biggest role was in collecting, analyzing, and acting on customer feedback and suggestions to drive continuous improvement in products, services, processes, and customer experiences, contributing to overall customer satisfaction and loyalty
- Conflict Resolution: Highlight your ability to handle challenging situations and diffuse tense interactions with customers by remaining calm, professional and diplomatic finding mutually beneficial solutions to conflicts or disagreements
- Problem Solving: Using my multilingual skills in identifying customer issues, troubleshooting problems, and finding appropriate solutions, using critical thinking, creativity, and resourcefulness to exceed customer expectations and resolve issues to their satisfaction
CALL CENTER AGENT
Du
01.2016 - 04.2021
- Customer Service Excellence: My role in providing exceptional customer service by handling inbound and outbound calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction in accordance with company standards
- Continuous Improvement: My commitment to ongoing learning and development through training programs, coaching sessions, and performance feedback to enhance your skills, knowledge, and effectiveness as a call center agent
- Technical Proficiency: Being Professional in using call center software, customer relationship management (CRM) systems, and other relevant tools and technologies to manage calls, log customer interactions, update records, and access necessary information during calls
- Compliance and Quality Assurance: Always adhered to company policies, procedures, regulatory requirements, including privacy regulations and call center protocols, to ensure compliance, data security, and confidentiality of customer information
Education
High School Diploma -
International Indian School
Ajman, UAE06.2015
Skills
- Multitasking
- Trainer
- Leadership
- Problem Solving
- Complaint Handling
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Pashto
Bilingual or Proficient (C2)
Timeline
CLIENT RELATION EXECUTIVE
WASL Properties
08.2023 - Current
CUSTOMER SERVICE EXECUTIVE
American Hospital Dubai
06.2022 - 03.2023
Customer Feedback Management
Islamic Affairs
06.2021 - 05.2022
CALL CENTER AGENT
Du
01.2016 - 04.2021
High School Diploma -
International Indian School
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