Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rayees Ahmad Najar

Rayeesqadir90@gmail.com,TG

Summary

Dynamic customer experience professional with a proven track record at Lloyds Banking Group Inc, excelling in problem-solving and effective communication. Recognized for fostering strong client relationships and resolving complex issues swiftly. Proficient in database management and Salesforce, consistently delivering exceptional service and enhancing customer satisfaction.

Overview

7
7
years of professional experience

Work History

Senior Customer Experience Associate

United Parcel Service Inc. (Client of Conduent)
04.2025 - Current
  • Asked customers questions to determine, verify and solve common problems.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.

Collections Advisor

Lloyds Banking Group. (Client of Concentrix)
07.2022 - 02.2025


  • Attend inbound calls from customer, Identifying the customer needs through active listening and provide the best suitable solution to customer queries.
  • Identifying Vulnerable customers and adding relevant support needs on customers accounts and transfer the calls to additional and specialist support teams as needed.
  • Resolving customer complaints and escalations to satisfaction.
  • Analyzing and identifying customers current financial situation and offer relevant financial repayment plans.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Inside Sales Specialist

AMPA Orthodontics
01.2022 - 04.2022
  • Build relationships through strong and clear communication with customer and follow up on leads.
  • Developed and deepened customer relationships to drive revenue growth.
  • Understand customer needs and identify sales opportunities.
  • Answering potential customers questions and giving additional information about the products.
  • Created and updated customer accounts with relevant information.
  • Keep up with product and service information and related information.
  • Explaining product features and communicating and build the image of the product.

Team Lead

Fossil Group Inc.
04.2018 - 10.2021
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Conducting weekly,monthly and yearly reviews of business.

Education

Bachelor of Commerce - Financial Accounting

Govt. Degree College Boys
Anantnag, India
02-2017

Skills

  • Microsoft Office proficiency
  • Clear and concise communication
  • Analytical problem-solving
  • Database administration
  • Relationship management
  • Proficient in Salesforce
  • Complaint management
  • Banking operations assistance

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Arabic
Intermediate (B1)

Timeline

Senior Customer Experience Associate

United Parcel Service Inc. (Client of Conduent)
04.2025 - Current

Collections Advisor

Lloyds Banking Group. (Client of Concentrix)
07.2022 - 02.2025

Inside Sales Specialist

AMPA Orthodontics
01.2022 - 04.2022

Team Lead

Fossil Group Inc.
04.2018 - 10.2021

Bachelor of Commerce - Financial Accounting

Govt. Degree College Boys

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Rayees Ahmad Najar