Hamza Munir

To achieve a challenging position in a dynamite and well-reputed
organization which offers good opportunities and challenging working
environment where i can implement my knowledge, education and
skills in a better way and which in return will help me in building my
career

 [email protected]  +971524673803  Sharjah, United Arab Emirates

Work Experience

Work Experience

May 2021 - November 2021

Customer Success Specialist

WellnessLiving (One Unit)

Islamabad, Pakistan

  • Work with sensitive accounts on a dedicated basis to provide solutions to their issues
  • Set and communicate expectations and timelines for resolutions with sensitive accounts
  • Organize open cases and follow-ups to deliver resolutions to customers to meet SLAs
  • Identify customer frustrations in a pro-active manner and escalate resolutions through appropriate channels
  • Answer inbound calls & complex email tickets from customers on a priority basis
  • Answer call-back requests pertaining to escalations from customers on a priority basis
  • Provide software support for troubleshooting technical issues or general account queries
  • Gather information on issues from customers to report or escalate to appropriate department
  • Contribute feedback on support processes and procedures to Customer Success Team Lead
  • Assist Customer Success Trainees as a training buddy to monitor their email & phone skills

December 2018 - November 2020

Customer Relationship Manager

Agan's closet

Talagang, Pakistan

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customer's issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

September 2016 - November 2018

Customer Relationship Officer

Telenor Telecom Noor Enterprises

Talagang, Pakistan

  • Building and maintaining profitable relationships with key customers.
  • Overseeing the relationship with customers handled by your team.
  • Resolving customer complaints quickly and efficiently.
  • Keeping customers updated on the latest products in order to increase sales.
  • Meeting with managers in the organization to plan strategically.
  • Expanding the customer base by upselling and cross-selling.
  • Understanding key individual customer needs and addressing these.
  • Conducting business reviews using CRM programs.
  • Knowing your competition and strategizing accordingly.

Education

2014 - 2016

UNIVERSITTY OF PUNJAB LAHORE

Bachelor's degree ARTS

Skills

Languages


  • Analytical Skills
  • Processing
  • Reporting
  • Receiving
  • Analyzing

  • English — Fluent
  • Urdu — Native or Bilingual
  • Arabic — Beginner
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