Muhammad Mukarram
Winnipeg,Canada
Summary
Professional in customer relations and service delivery, offering solid background in addressing client needs and enhancing service experiences. Proven ability to collaborate effectively with team members to achieve results and adapt to evolving situations. Skilled in conflict resolution and customer engagement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Travel & Customer Service Consultant
Dawn International Private Limited
10.2018 - 07.2024
- As a Travel Sales Consultant, dealing inbound calls from USA and Canada, website inquiry, online leads and organize memorable and exquisite travel itineraries such as leisure tours, religious package (Hajj & Umrah), and other sightseeing tours for business and economy class clients
- Schedule every day meeting with local clients and discuss the tour package, travel itinerary, visa documents and payment plan as per company policy
- Get in touch with the passengers already flown to their destinations for upselling and feedback
- Using Sabre GDS for flight reservations, issuance of e-tickets, date change, cancellation and refunds
- Arrangement of travel and health insurance along with e-visa
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements and coordinating with them for ADMs, schedule changes, delays, and cancellations
- Supervised credit and debit payments while handling sensitive information with professionalism and discretion
- Developed process improvements and long-term business strategies through analysis of customer feedback
Sales & Customer Service Officer
East & West Technologies Pvt Ltd
03.2015 - 10.2018
- Asked open-ended questions to better ascertain client needs and arranged travel accommodations for groups, couples, executives, and special needs clients
- Managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction
- Consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information
- Using Worldspan, Abacus & Sabre GDS for flight reservations
- Issuance of e-tickets from vendors and managing their payments
- Writing website contents for products and packages and perform email marketing
Sales & Office Clerk
InnoValue Consult
07.2014 - 01.2015
- Provided local and international customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Advised clients on visa, passport, and security requirements relating to destinations and creating flight reservation using GDS and airline web portals
- Manage company paper work, filling, data entry and other routine work
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Responded and resolved clients' questions, issues, and complaints regarding flight delays, changes, and cancellations
Travel & Customer Service Agent
Polani Call Center Pakistan PCCP
04.2010 - 05.2014
- Communicated with clients to confirm itineraries, including mode of transportation, cultural standards, currency exchange, and travel regulations
- Used Sabre and Worldspan GDS to create reservations and print tickets
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions
- Managed web bookings and sensitive personal data with discretion, including credit cards, date of birth and home addresses
- Implemented automated office systems, optimizing client and data communications as well as records management
Customer Relation Officer
Sense flow (Pvt) Ltd formerly Smilax Solutions (Pvt) Ltd
06.2007 - 03.2010
- Worked with management to address and respond to client issues
- Provided accurate information about promotions, customer programs and products, helping to drive high customer retention
- Answered calls, emails and faxes, dealing customer inquiries, solving problems and providing information about services
- Created PowerPoint presentations for business development purposes
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
- Drafted professional memos, letters and marketing copy to support business objectives and growth
Office Clerk
ORIX Leasing Pakistan Limited
09.2006 - 05.2007
- Arrangement of comprehensive Insurance coverage for new and sale and lease back vehicles
- Filling insurance claim of the accidental vehicles to the respective insurance companies as per client request
- Managing Excise and Mortgage Documents
- Maintaining new & existing lease contract files
- Termination of mature and pre-matured lease
- Checking of Contract Files and arranging missing documents
- Arranging stamp papers and legal documents from High court
- Supply legal documents to all branches in Pakistan
- Complete data entry of leasing details in oracle based system
Education
MBA - Marketing
KASB Institute of Technology
01.2011
B.Com -
University of Karachi
01.2005
Skills
- Call center experience
- Complaint handling
- Inventory tracking
- Inbound call management
- Customer acquisition
- CRM software
- Documentation
- Computer proficiency
- Customer service
- Problem-solving
- Multitasking and organization
- Team collaboration
- Shipping and receiving
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Data Entry - Reviewed and updated client correspondence files and scheduling database.
- Scheduling - Communicated with patients through phone, fax, email and in person to schedule appointments and answer inquiries.
- Travel Planning - Booked heavy domestic and international travel for large groups.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- UFTAA (Foundation in Travel and Tourism), PTC (PIA Training Center), 10/01/12
- UFTAA (Foundation in Travel and Tourism), IATA (International Air Transport Association), 03/01/13
- Certification in Information Technology, Private Institute, 12/01/15
- Microsoft Office, Word, Excel, PowerPoint
Personal Information
Date of Birth: 03/11/84
Languages
English
Full Professional
Timeline
Travel & Customer Service Consultant
Dawn International Private Limited
10.2018 - 07.2024
Sales & Customer Service Officer
East & West Technologies Pvt Ltd
03.2015 - 10.2018
Sales & Office Clerk
InnoValue Consult
07.2014 - 01.2015
Travel & Customer Service Agent
Polani Call Center Pakistan PCCP
04.2010 - 05.2014
Customer Relation Officer
Sense flow (Pvt) Ltd formerly Smilax Solutions (Pvt) Ltd
06.2007 - 03.2010
Office Clerk
ORIX Leasing Pakistan Limited
09.2006 - 05.2007
B.Com -
University of Karachi
- UFTAA (Foundation in Travel and Tourism), PTC (PIA Training Center), 10/01/12
- UFTAA (Foundation in Travel and Tourism), IATA (International Air Transport Association), 03/01/13
- Certification in Information Technology, Private Institute, 12/01/15
- Microsoft Office, Word, Excel, PowerPoint
MBA - Marketing
KASB Institute of Technology
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