Muhammad Shahid Ali

Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers

• Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers

• Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media

• Increased average customer order size for new customers by 14% by understanding needs and recommending the right products

• Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
• Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
• Trained and mentored new employees to maximize team performance.
• Improved overall team performance by effectively delegating tasks and providing clear instructions
• Managed sensitive donor information in compliance with legal and data privacy regulations
• Maintained up-to-date knowledge of American Red Cross initiatives, programs, and needs, ensuring accurate information sharing
• Implemented a new call tracking system, enriching data accuracy and call efficiency by 29%
• Coordinated with the volunteer management team to match volunteers with suitable opportunities

• Maintained a clean and organized workspace, promoting a welcoming environment for customers.
• Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer orders and accurately handled payment transactions.
• Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
• Met customer service goals and exceeded customer expectations.
• Resolved customer complaints and maintained clean and tidy checkout area.
• Counted money in drawers at beginning and end of each shift.
• Developed and managed relationships with customers to increase customer loyalty.