Syed Muneeb U Shams
Srinagar
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Representative
TestGorilla
01.2024 - Current
- Managed and resolved customer inquiries, delivering high-quality support to ensure seamless use of TestGorilla's assessment platform.
- Provided expert guidance to clients, helping them optimize the hiring process and improve candidate assessment outcomes.
- Collaborated with cross-functional teams to troubleshoot technical issues and enhance the customer experience.
- Delivered personalized solutions to clients, ensuring alignment with their hiring needs and driving long-term customer satisfaction.
- Educated clients on best practices and new features, empowering them to maximize the value of TestGorilla's platform.
- Maintained a high customer satisfaction score by effectively managing customer requests and improving retention rates.
Support Specialist
Revolut
07.2023 - 11.2023
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
Customer Service Specialist
Esteem Motors
03.2021 - 05.2023
- Handled escalated calls , chats , emails calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call, chat , email volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
Bachelor of Arts - Fine Arts
University of Kashmir
Srinagar, India01.2021
High School Diploma -
Nadim Memorial Govt. Boys Higher Secondary School
Bandipora12.2016
Associate of Science - Computer Science
College of Information Technology
Bandipora01.2014
Skills
- Feedback collection
- CRM Software
- Client onboarding
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Microsoft Excel
- Product Knowledge
- Conflict Resolution
- Documentation
- Complaint Handling
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Technical Support
- Live chat support
- Reading Comprehension
- Service Upselling
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
Customer Relationship Management
Helping those in need.
Helping those in need is my passion, and I dedicate my free time to supporting others through volunteering and community service. Whether it's offering assistance to individuals or contributing to charitable causes, I find fulfillment in making a positive impact and improving the lives of others.
Languages
English
Advanced (C1)
Urdu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Kashmiri
Bilingual or Proficient (C2)
Arabic
Beginner (A1)
Timeline
Customer Success Representative
TestGorilla
01.2024 - Current
Support Specialist
Revolut
07.2023 - 11.2023
Customer Service Specialist
Esteem Motors
03.2021 - 05.2023
Bachelor of Arts - Fine Arts
University of Kashmir
High School Diploma -
Nadim Memorial Govt. Boys Higher Secondary School
Associate of Science - Computer Science
College of Information Technology
Customer Relationship Management
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