Mustajeebuddin Syed
Calgary,Canada
Summary
Highly competent professional with over 13 years of experience in Customer Service. Excels in building and maintaining strong relationships with clients to drive business growth and achieve corporate goals. Proven skills include developing and implementing effective promotion plans, managing communication for products across various channels, and ensuring the sustainability of existing accounts. Adept at executing tasks within specified time frames, resulting in enhanced business growth. Efficient organizer, motivator, team player, and decisive leader with the ability to inspire teams to excel and achieve success.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE (EWALLET, LOCAL & INTERNATIONAL TRANSFERS AND VISA CARD)
URpay
11.2022 - 05.2024
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
- Working on applications such as CRM, eWallet accounts and for visa card activities
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds
- Implemented programs designed to increase employee engagement within the team
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
CUSTOMER SERVICE(PERSONAL ACCOUNTS, CREDIT CARD AND PERSONAL LOANS)
GIB BANK (Meem Bank KSA)
01.2022 - 10.2022
- Working under the most sensitive and highly confidential environment and applications such as CRM, Star Systems for personal accounts and FDI for credit card activities
- Analyzed call volume trends and implemented strategies to improve efficiency of the team
- Performed root cause analysis of systemic issues affecting customers' satisfaction levels
- Scheduled, assigned, and monitored daily work activities of customer service team members
- Advised management on potential improvements to enhance overall quality of customer services
- Assessed staffing needs based on call volume or other factors impacting workloads.
CUSTOMER SERVICE (CREDIT CARD, PERSONAL ACCOUNTS AND LOANS)
Samba Phone Banking
06.2015 - 12.2021
- Handling an average of 60 calls per day; answering customer inquiries, solving problems and providing new product information
- Provided exceptional support for customers, leading to increased loyalty and repeat business.
- Managed quality communication, customer support and product representation for each client
- Collaborated with cross-functional teams such as sales, marketing, technical support
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
SALES/CUSTOMER SERVICE (CREDIT CARD DIVISION)
National Commercial Bank, Riyadh, Saudi Arabia
06.2011 - 11.2013
- Implemented quality control measures, significantly reducing error rates
- Maintained up-to-date knowledge on industry regulations, policies, and procedures, ensuring compliance in all credit card operations.
- Responded to customer questions regarding products, prices and availability
- Supported fraud prevention efforts by diligently reviewing transaction alerts and conducting thorough investigations into suspicious activities on accounts.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Collaborated with other departments to resolve complex issues, enhancing overall customer experience and satisfaction levels.
SENIOR CUSTOMER SERVICE AGENT
Churchill Insurance Company, Reading, UK
05.2006 - 07.2010
- Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Created detailed reports on customer inquiries and interactions
- Identified potential opportunities for upselling products or services based on customer needs
- Evaluated customer feedback data to determine areas for improvement within the organization
- Ensured compliance with applicable laws and regulations related to customer service operations.
Education
Graduate B.Sc. (IT) -
Institute of Information Technology
01.2005
Skills
- MS Office
- Internet Applications
- Complaint resolution
- Records Management
- Policy Enforcement
- Call Center Operations
- Problem-Solving
- Decision-Making
Languages
English
Professional Working
Hindi
Professional Working
Timeline
CUSTOMER SERVICE (EWALLET, LOCAL & INTERNATIONAL TRANSFERS AND VISA CARD)
URpay
11.2022 - 05.2024
CUSTOMER SERVICE(PERSONAL ACCOUNTS, CREDIT CARD AND PERSONAL LOANS)
GIB BANK (Meem Bank KSA)
01.2022 - 10.2022
CUSTOMER SERVICE (CREDIT CARD, PERSONAL ACCOUNTS AND LOANS)
Samba Phone Banking
06.2015 - 12.2021
SALES/CUSTOMER SERVICE (CREDIT CARD DIVISION)
National Commercial Bank, Riyadh, Saudi Arabia
06.2011 - 11.2013
SENIOR CUSTOMER SERVICE AGENT
Churchill Insurance Company, Reading, UK
05.2006 - 07.2010
Graduate B.Sc. (IT) -
Institute of Information Technology
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