Muhammad Shujahat Akhtar
Montreal,Canada
Summary
Energetic and highly experienced professional with a proven track record of success. Skilled presenter and communicator, adept at conveying information in a clear, efficient, and beneficial manner. Thrives in challenging and intriguing situations, maintaining a calm demeanor while consistently achieving desired results within specified deadlines. Possesses strong communication, interpersonal, mentoring, negotiation, and organizational skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Outbound/Inbound Financial Customer Care Service
ALORICA
08.2023 - 07.2024
- Assist incoming calls from customers regarding various services including but not limited to credit/debit card issues, account balances, fund transfers, check deposits and transaction disputes
- Adhere to call disclosure and verification processes
- Continually maintain working knowledge of company products, services, and promotions
- Document call-related information for auditing and reporting purposes
- Maintain and update customer information as necessary and accurately
- Upsell current customers on new or enhanced services
- Investigate account-related issues and determine appropriate actions to achieve resolution
- Coordinate effectively with other departments as needed to resolve customer issues
- Meet & exceed individual and term-based performance targets, including call handling time, customer satisfaction and first-call resolution rates.
Field Supervisor/DIC Coordinator
KSS-SDP (Non-Profit Organization)
06.2021 - 07.2022
- Manage and coordinate drop-in center activities for clients towards promoting sexual health and access to the other project services
- Develop and maintain a range of support groups and social meetings for Drop-in Centre users that meet their needs, including community-building activities, specialized support groups, social meetings, and other appropriate activities
- Maintain monitoring records of all Drop-in Centre users and produce monthly reports for the Project Manager in the strictest confidence
- Supervised field operations teams to complete projects within established timelines.
- Resolved clients complaints to maintain satisfaction and loyalty.
- Reduced project completion time by effectively delegating tasks and setting clear goals for the field team.
ORW (Outreach Worker)
KSS-SDP
05.2020 - 06.2021
- Managing workflow
- Reporting to HR and senior management
- Evaluating performance and providing feedback
- Worked fast to complete tasks and meet daily deadlines.
- Consistently met deadlines under pressure while maintaining high-quality work output in a fast-paced environment.
- Worked Hot spots stations to provide optimal coverage and meet quality goals.
Customer Service Officer ( Part Time)
Prime B.P.O
11.2019 - 04.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
English Lecturer
Cadet College Qutbal
08.2019 - 04.2020
- Utilized various teaching methodologies including group work, debates, simulations, and case studies to enhance learning experiences.
- Maintained accurate records of student attendance, participation, and performance to monitor progress over time.
- Promoted critical thinking skills by designing assignments that encouraged independent research and analysis.
- Contributed to faculty meetings and professional development workshops, sharing best practices for effective teaching strategies.
- Developed lesson plans and adapted curriculum to meet individual needs of students
Education
Bachelor of Science - English Literature
University of Sargodha
Pakistan01.2019
Associate of Science - Engineering
Superior College Sargodha
Pakistan, Punjab01.2014
High School Diploma -
Gov. Model High School Bhera
Pakistan, Punjab01.2012
Skills
- Excellent Problem-Solving Skill
- Interpersonal Skill
- Adaptability and flexibility
- Decision-making
- Multitasking and organization
- Inbound/Outbound customer service
- Detail-oriented
- Strong written and verbal Communication
- Committed to Conflict-resolution
- Monitoring Skills
- MS Office
- Time management
Certification
- Certificate of Presentation in 1st International Conference on Pakistani Narratives in English
- Certificate for the Completion of Spoken English
- Certificate for Best Employee of the Month for March 2024 at Alorica
- Participation in 24th International AIDs Conference 2022
Languages
English
Full Professional
French
Elementary
Best Employee of the Month
During my time at ALORICA, I developed a strong foundation in customer service by managing collections and addressing customer inquiries with efficiency and empathy.
One of my proudest achievements was receiving a certificate for being the Best Employee for the month of March 2024, a testament to my commitment to excellence and my ability to deliver results. This recognition was awarded based on my consistent performance in meeting targets and my positive impact on customer relations.
Recognized for outstanding performance and achievements as a Collection Agent, demonstrating exceptional skills in customer service, negotiation, and revenue generation.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
- Supervised team of 11 staff members.
- Achieved goals by completing with accuracy and efficiency.
- IAS Scholarship Recipient, 24th International AIDS Conference (2022) - Awarded a prestigious scholarship by the International AIDS Society (IAS) to attend the 24th International AIDS Conference.
Work Preference
Work Type
Full TimeContract WorkPart TimeWork Location
On-SiteHybridRemoteImportant To Me
Career advancementPersonal development programsTeam Building / Company RetreatsWork-life balanceCompany CultureQuote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Outbound/Inbound Financial Customer Care Service
ALORICA
08.2023 - 07.2024
Field Supervisor/DIC Coordinator
KSS-SDP (Non-Profit Organization)
06.2021 - 07.2022
ORW (Outreach Worker)
KSS-SDP
05.2020 - 06.2021
Customer Service Officer ( Part Time)
Prime B.P.O
11.2019 - 04.2020
English Lecturer
Cadet College Qutbal
08.2019 - 04.2020
Bachelor of Science - English Literature
University of Sargodha
Associate of Science - Engineering
Superior College Sargodha
High School Diploma -
Gov. Model High School Bhera
Similar Profiles
Allyah HendersonAllyah Henderson
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Minh (Manny) DoMinh (Manny) Do
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Anastashia RichardsonAnastashia Richardson
Patient Care Advocate at AloricaPatient Care Advocate at Alorica