Zahid Saleem


  Academy Road, Cantt Lahore,

          Punjab, Pakistan

Looking for a position of Indoor, outdoor Customer Service Representative, Complaints Manager, Call Center or Administrator Customer Services, Accounts Manager,  where I can utilize my skills and experience for the growth of the organization.

 Email: [email protected]

Mobile: +92-321-1823-093

Language: English , Urdu, Punjabi (Pakistani)

Work Experience

Senior BCIM Executive (USA - B2B Medical Billing)  • IPS BPO - Information Process Solutions, Inc

October 2021 - Present

Working as a Billing Client Internal Medical Agent.

Professional Freelancer  •  Self-employed

February 2021 - September 2021                                                                        

Worked on different projects such as:

1. Market research (Remote)
2. Data Entry (Remote)
3. Customer Service (Remote)
4. Customer Support - Live Chat, Email handling and Phone Calls (Remote)
5. Virtual Assistant (Remote)
6. Debt Collector (Remote)
7. Complaints Handling (Remote)

Account Manager (Debt Collector)  •  Cedar Financial (USA BASED), Lahore, Pakistan

September 2020 - February 2021

  • 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 specific number of collection accounts each month to meet the assigned target.
  • Contact debtors and implement repayment schedules and terms.

Customer Support & Complaint (Manager)  •  Virikson Travel (UK based) Lahore, Pakistan.

October 2018 - July 2020

  • 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 specifications of 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.

Store Manager (Indoor Sales & Service)  •  London Dairy Café (IFFCO Group) Dubai– UAE

August 2016 - August 2018

  • Manage and execute outlet operations, including food and beverage promotion, customer service, and inventories.
  • Monitor the performance of outlet service staff. Supervision duties include; delegating responsibilities, scheduling, coaching and correcting, evaluating staff, sales, and customer service.
  • To monitor staff daily, ensuring that staff delivers the highest standards of customer service at all times.
  • Maintaining a high standard of cleanliness and hygiene in all hospitality areas and in all tasks and duties carried out within the team - with special regard for personal hygiene and appearance
  • Track and maintain stock levels and liaise with the supply department to keep products available all the time.
  • Keep a record on a daily basis of all out-coming products with their bills, update system and manual for month-end reports.

Sales Agent (Outbound - B2B)  •  Al Mateen BPO, Dubai UAE

September 2014 - October 2016

  • Make daily calls to numerous companies in the United States and Canada.
  • Pitch our companies' Point-of-Sale Terminal (POS) goods and services.
  • Record prospect interactions and track goal attainment in the CRM system.
  • For the first 15 days, offer free trial periods for products.
  • Follow up with the consumer to assure their satisfaction.
  • Close sales and enhance customer retention by maintaining close contact with prospects.

Customer Service Admin  •  Janat AL Manzel Interior LLC Dubai – UAE

August 2014 - August 2016

  • Dealing with customers face to face at a reception desk, or by 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.
  • Keeping accurate records of all inquiries.
  • Arrange files, scan and copy documents, maintain office filing and storage systems
  • Update and maintain databases such as mailing lists, contact lists, and client information.

Sales Agent & Quality Assurance   •  7 Continents Travel UK Lahore, Pakistan

August 2007 - May 2014

  • 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, 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.
  • Book a passenger’s trip such as a ticket, hotel, visa, airport taxi.
  • Checks travel insurance and checks baggage and directs passengers to a designated location for loading.


M.Sc. Sociology - obtained CGPA 3.43 out of 4.00 (Aug 2019 - Aug 2021)

University of the Punjab, Lahore - Pakistan

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