Account Manager Customer Service

ABOUT ME

As a dedicated Key Account Manager with over 14 years of experience, I specialize in forging strong, lasting relationships with clients to drive mutual growth and success. My expertise lies in understanding client needs, delivering tailored solutions, and consistently exceeding sales targets. With a strategic mindset and excellent communication skills, I thrive in dynamic environments and am committed to creating value and trust with every partnership I manage.

WORK EXPERIENCE

01/06/2017 – 30/09/2024 Dubai, United Arab Emirates KEY ACCOUNT MANAGER DU TELECOM

• Analysed customer data and campaign performance to drive improvements.

• Launched new products and expanded into new markets with exceptional project planning.

• Produced promotional materials with creative copy writing and photo editing skills.

• Conducted market research to better understand key customer segments.

• Conducted market research to better understand key customer segments.

• Advised on marketing strategy with strong industry knowledge.

• Supervised all marketing and planning activities to achieve company goals.

• Explored new marketing and branding partnerships with high-profile clients, enhancing company reach. 01/02/2010 – 31/05/2017 Dubai, United Arab Emirates ACCOUNT CUSTOMER SERVICE EXECUTIVE COCA- COLA COMPANY

• Warmly greeted customers with positive telephone etiquette, asking well- rounded questions to identify issues.

• Exceeded targets by delivering comprehensive and consistent service.

• Offered detailed product and service advice based on customer needs.

• Handled live chat queries within strict time frame targets.

• Explained benefits and advantages of different product and service offerings to customers.

• Advised management of customer service trends, creating proactive strategies to maintain best practices.

• Responded to and summarized customer complaints and feedback.

• Responded to customer queries and provided excellent customer service.

• Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.

• Answered and re-directed calls for swift resolution.

• Provided professional and helpful support to new and existing clients.

• Maintained working knowledge of available products and services.

• Adhered strictly to policies and procedures for continued company compliance.

• Upheld data accuracy on internal database.

• Registered customer information to maintain accurate records.

• Participated in meetings to discuss goals and sales target.

• Designed loyalty program to develop fruitful relationships with customers.

• Assessed service statistics and drafted detailed reports based on results. Shah

Date of birth: 15/05/1979

+971-********* (Mobile)

Nationality: Pakistani Phone number:

Email address: ************@*****.***

Address: Flat 103, Sewa Building, Al Khan Area, Sharjah near al khan road, 6111, Sharjah, United Arab Emirates (Home)

01/08/2005 – 31/01/2010 Islamabad, Pakistan

KEY ACCOUNT EXECTIVE MOBILINK TELECOM

• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.

• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.

• Fostered positive employee relationships through communication, training and coaching.

• Resolved employee relations issues and navigated disciplinary proceedings.

• Led performance reviews and tailored employee feedback to facilitate professional development.

• Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.

• Implemented and documented standard operating procedures to comply with audit and safety requirements.

• Minimized response time to resolve orders on hold by liaising with other departments.

• Set and monitored weekly targets for operational team to increase product sales and revenue.

• Promoted professionalism and effective communication among staff to develop productive relationships. EDUCATION AND TRAINING

01/08/2024 – CURRENT Manchester, United Kingdom

DIPLOMA IN ARTIFICIAL INTELLIGENCE OPERATIONS ( AIOPS) Center Of Excellence Website https://www.centreofexcellence.com/ Level in EQF EQF level 6 01/06/2019 – 31/12/2019 Manchester, United Kingdom BUSINESS MANAGEMENT WITH ACCOUNTANCY Center Of Excellence Website https://www.centreofexcellence.com/ Level in EQF EQF level 5 01/01/2003 – 31/05/2005 Lahore, Pakistan

MASTER OF BUSINESS ADMINISTRATION Punjab University Website https://www.pu.edu.pk/ Level in EQF EQF level 7 LANGUAGE SKILLS

Mother tongue(s):

Other language(s):

URDU

UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken production Spoken interaction ENGLISH C2 C2 C2 C1 C1

PANJABI C1 C1 C1 C1 C1

HINDI C1 A1 C1 C1 A1

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS

Microsoft Word Microsoft Excel Social Media Microsoft Powerpoint

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