Austin Stephen Patrick
Address: Burjuman, Bank Street.
SUPERVISION, CUSTOMER SERVICE EXPERIENCE, SALES, TELEMARKETING & ADMINISTRATION
Excellent Fluency at Verbal & Written English. Can also speak in Hindi, Urdu & Konkani.
An ambitious person, highly motivated and an energetic customer support, sales executive with excellent marketing and business development skills. Experience of managing sales and merchandising for established retail outlets, franchises and International brands. A result orientated professional with a proven ability to get results, generate revenue, improve service. Over 7 years of customer service, marketing, sales, supervision and office administration experience of working in competitive organizations and successfully identifying, developing and managing new career opportunities within these years. I want to grow my experiences in an international environment and utilize my talents gained over the years.
Zajel Courier Service
Mar 2018 – *Present*
Customer Service Representative
ZAJEL provides courier services to all government sectors for delivery of mails and/or parcels domestically or internationally.
A unified system introduced by GDRFA-Dubai to enable expat residents of U.A.E to apply new resident visa application, renew previous visa or apply of an entry permit via web application without the need of visiting GDRFA-Dubai premises.
E-Passport service allows U.A.E. citizens to renew for the local Passport without visiting the General Directorate of Residency and Foreigners Affairs-Dubai (GDRFA) offices, to avoid delay.
Call Centre Division:
•Arranging collection and delivery of shipments via call.
•Using a booking system to secure customer booking and delivery details.
•Advising customers on collection and delivery arrangements, e.g. passport, visa application form, Zajel receipt, cash shipment, etc.
•Sending emails to customers for complaints registered.
•Keeping customers up to date with collection and delivery TAT.
•Dealing with complaints and following up with couriers.
•Managing AHT via calls.
•Assisting customers at front desk for any collection or submission of any mails and/or parcels domestically or internationally related to government sectors.
•Informing customers with Immigration policies.
•Managing high queue.
•Assisting customers with complaints with policies and procedures.
•Guiding customers with urgent visa process.
•Maintaining records of passports delivered to customers without visa or wrong visa due to various reasons.
•Calling and informing customers for pending shipments to be delivered.
•Coordinating with operations team for shipments and concerns.
•Arranging bulk passports and single passport for companies and families.
Aramex Logistics L.L.C – Dubai, UAE
May 2014 – Jan 2017
Customer Service Representative (Call Centre Division)
Provides logistics support for domestic and international movement of packages by air, land and water. Communicates and coordinates with other departments to fulfill customer’s needs.
First point of customer contact for general inquiries, like pricing, shipment scheduling and tracking. Builds and maintains business relationship with customers and companies by providing prompt and accurate service, so as to promote customer loyalty from both ends’ goals achievement.
Managing floor and handling complains under the absence of the floor coordinator and team Manager.
Communicate with customer on shipping schedule, pricing, tracking and shipment that can or cannot be delivered.
Confirming dates of delivery.
Checking availability of receiver and location of delivery.
Supporting the team with outsourced projects with Aramex. (i.e. Kcal, ABB Industries, Careem, Elevation Burger, Johnny Rockets, etc.)
Coordinate shipments with couriers. Arranging shipment, loading/unloading, scheduling and requirements.
E Planet Communications Pvt. Ltd – Karachi, Pakistan
May 2013 – March 2014
Supervisor Customer Support
Focused on their passionate commitment to provide Quality Services, e-planet provides their clients with the best services that cater to their dynamic needs. Their philosophy revolves around their client’s success.
We help our customers serve their customers better by improving organization-wide service levels. We do this through solutions that increase responsiveness, quicken turnarounds and foster deeper Understanding of market requirement.
•Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
•Motivate and encourage agents through positive communication and feedback.
•Dealing with calls in a highly professional manner.
•How to act as the first point of telephone contact for a customer.
•Handling complaints in a diplomatic way.
•Responding to customers who have special communication needs, such as language difficulties or disabilities.
•Answering any queries quickly and efficiently.
•Quickly understanding a callers point of view and to empathies with them.
•Fully aware of all laws & regulations regarding data protection. Able to respond and adapt to the needs of all customers.
•Quickly processing information
•Train agents on how to adequately address problem over the phone or how to write correspondence.
•Work with management on customer service initiatives.
•Manage agent’s attendance.
•Supervise customer service managerial staff.
•Making sure the floor has a Quality score above 75%.
The Resource Group (TRG) Pvt. Ltd– Karachi, Pakistan (Sep 2012 – Mar 2013) - Customer Support Executive
•Senior Claims Executive – Square Trade.
•Taking care of customer related issues via calls and emails.
•Achieving daily, weekly & monthly targets given by management.
•Making sure no calls are abandoned, dropped or disconnected.
•Filing warranty claims on electronic items as per customer request
Holiday Genie UK Travel Agency - Karachi, Pakistan, (Dec 2008 – Feb 2010) – Customer Service Travel Agent
•Arranging flights and accommodation
•Using a booking system to secure holidays
•Collecting and processing payments
•Advising clients on travel arrangements, e.g. visas and passports
•Sending out tickets to clients
•Keeping clients up to date with any changes
•Dealing with complaints or refunds
CallTronics Pvt. Ltd – Karachi, Pakistan (June 2008 – Dec 2008) Tele-Sales Representative
•Achieving daily & monthly targets given by management.
•Making calls to customers & selling to them.
Matriculation – 2005 (Saint Patrick’s High Boys School)
Intermediate in Commerce - 2009 (Intermediate Board of Karachi)
Competent Computer skills: Word, Excel, Outlook, Power point.
Designing Concepts for web sites, Web Designing, Developing Interactive Web Pages, Graphics and Animations with Flash, Scripting with Flash, Web Weaver (From
ARENA Multimedia Web Designing Suits - Nov 2009)
Travelling; Music; Games; Adventures; Dancing.
Date of birth: May 22nd 1990.
Nationality – Pakistan
Contact Details: +971-***-***-***
References: To Be Furnished Upon Request