Zahid Saleem
Looking for a position of Indoor Customer Service Representative / Manager, Call Center or Administrator Customer Services, Accounts Manager designation, where I can utilize my skills and experience for the growth of the organization.
Lahore, Punjab, Pakistan
Email: [email protected] Phone: +92-321-1823-093
Education: MSc. Sociology with GPA 3.43/4.00 from University of the Punjab, Lahore - Pakistan (Aug 2021)
Work Experience
February 2023 - Present
Lahore, Pakistan
Freelancer at PeoplePerHour
https://www.peopleperhour.com/freelancer/business/zahid-saleem-customer-support-email-support-qvwaymm#offers
Market research & Sales (Remote), Lead Generate (Remote), Appointment Setter (Remote), Data Entry & Research (Remote), Customer Service (Remote), Customer Support - Live Chat, Email handling & Phone Calls (Remote), Virtual Assistant (Remote), Debt Collector (6 month project - Remote), Complaints Handling (Remote), Social media Post Creation (Posts, Videos at Canva), Virtual Assistant
Business Development
Jan 2022 - Jan 2023
Lahore, Pakistan
Customer Support Supervisor Digital Billing Services
Leading a team & managing customer service representatives. Monitoring overall & key performance indications of the team. Carry out all supervisor’s responsibilities in accordance with company SOPS. Assisting in the development of solutions with the representatives. Coordination with the customers through emails and finding the best solution to their concerns. Ensuring customer satisfaction as per daily policies. Making daily reports and collecting data on a daily basis; sales, shipment, staff performance and assigned tasks and passing on the details to the senior manager. Ensuring a speedy resolution in critical cases, and quality and productivity of customer service.
Mar 2021 - Dec 2021
Lahore, Pakistan
Professional Freelancer Self-employed
Market research (Remote), Data Entry (Remote), Customer Service (Remote), Customer Support (Remote), Live Chat, Email handling and Phone Calls, Virtual Assistant (Remote), Debt Collector (Remote), Complaints Handling (Remote)
Sept 2020 - Feb 2021
Lahore, Pakistan
Account Manager (Debt Collector) Cedar Financial (USA BASED).
Collect outstanding debts from clients and achieve collection targets to ensure positive cash flow. Maintain the debtor’s account to ensure that the debt status is accurate and latest. Develop reports on aged debt accounts and days sales outstanding (DSO) reports. Monitor slow-moving accounts to identify delinquent debts and take necessary action to recover the debts. Post customers’ checks and ensure timely credit transfers. Review collection queue to perform collection activities accordingly. Close a special number of collections account each month to meet the assigned target. Contact debtors and implement repayment schedules and terms.
Oct 2018 - Aug 2020
Lahore, Pakistan
Customer Support & Complaints Manager at Virikson Travel (UK based)
Handle all complaints, investigate with the relevant departments and resolve the case within the given time. Conduct environmental details to ensure adherence to environmental standards. Identify compliance issues that require follow-up or investigation. Evaluate testing procedures to meet the environmental monitoring programs. Supervise the day-to-day complaint handling process related to reporting and all related activities. Performing other duties of special projects as assigned by area management. Monitor trends in areas of responsibility and escalate issues to management, as needed.
Aug 2016 - Aug 2018
Dubai, UAE
Store Manager (sales & customer service) London Dairy Cafe (IFFCO Group) Dubai– UAE
Monitor the performance of outlet service, supervision duties include; delegating responsibilities, scheduling, coaching and correcting, evaluating staff, sales, and customer service monitoring staff daily. Ensuring that staff deliver the highest standards of customer service & maintain satisfactory cleanliness with hygiene in all dining and inside serving areas. Keep a record on a daily basis of all out- coming products with bills and monthly end reports.
Jun 2014 - Aug 2016
Dubai, UAE
Business Development Specialist Janat AL Manzel Interior LLC
Attracting new clients by innovating and overseeing the sales process for the business. Communicating with clients to understand their needs and offer solutions to their problems. Running outbound campaigns (phone calls, emails, etc.) to create sales opportunities. Maintaining client activities in CRM. Dealing companies and customers face to face, over phone or email. Place ads on various websites, handle calls and feedback to emails and calls. Prepare service reports by collecting and analyzing customer information.
Aug 2008 - Jan 2013
Lahore, Pakistan
Sales Agent & Quality Assurance 7 Continents Travel UK.
Monitor the calls answered by Customer Service Executives to verify the highest standards were achieved in terms of product knowledge, sales and service-ability, greeting, diction, listening, etiquette, objection handling, with efficiency. Deliver coaching feedback to agents on call and email performance. Prepares and analyzes quality reports for management review. Participate in the design of quality monitoring forms and quality standards. Arranges reservations and routing for passengers at the request of the Ticket Agent. Assists passengers requiring special assistance to board or depart conveyance. Monitor the calls answered by Customer Service Executives to verify the highest standards were achieved in terms of product knowledge, sales and service-ability, greeting, diction, listening, etiquette, objection handling, with efficiency. Deliver coaching feedback to agents on call and email performance.
Travel Consultant (Sales Agent)
Research, explore and study different travel destination options, destination and travel prices, customs, weather conditions, reviews etc, and study clients’ specifications and wishes Suggest suitable travel options that best suite clients' needs. Plan and organize travel. Book tickets, reserve accommodation, organize rental transportation. Inform clients and provide useful travel equipment such as guides, maps and event programs. Collect deposits and balances. Build and maintain relationships with clients. Track KPIs and prepare KPI reports.
