Mubashir Mateen Shah

Process Associate – Customer Support (International Chat Process)

• Provided real-time support to international customers via chat, ensuring prompt and professional resolution of queries.
• Handled a wide range of customer concerns including account issues, product inquiries, billing questions, and technical support.
• Maintained high customer satisfaction by delivering accurate information and empathetic communication.
• Demonstrated strong problem-solving skills by identifying issues and offering effective solutions within defined SLAs.
• Managed multiple chat conversations simultaneously while maintaining quality and response time standards.
• Collaborated with cross-functional teams to escalate and resolve complex customer issues.
• Ensured compliance with company policies, data protection standards, and quality guidelines.
• Documented customer interactions and updated internal systems with relevant information for future reference.
• Adapted to different time zones and cultural communication styles while dealing with global customers.
• Consistently met performance metrics such as CSAT, productivity, and resolution time.

• During my tenure at JK Bank Financial Services, I had an enriching experience delving into the intricacies of option trading, share market analysis, and risk mitigation. This exposure provided me with a solid foundation in the world of finance, equipping me with valuable skills and insights for navigating the complexities of the financial markets.
• Kashmir

• Experienced in managing CRM systems and driving B2B sales for an online grocery store. Key responsibilities and achievements include:
• Customer Profiles Management, Order and Delivery Tracking, Personalized Marketing, Customer Service Automation, Inventory Management, Customer Feedback Analysis.
• B2B Sales, Client Acquisition, Relationship Building, Sales Presentations, Negotiation, and Closing.
• Kashmir Srinagar