Omar Mirza
New Victoria,NS
Summary
Customer Service Professional and Admin with around 5 years of experience in enhancing customer satisfaction and loyalty through effective communication and problem-solving skills. Demonstrates expertise in sales and account management, utilizing CRM tools to streamline processes and improve service efficiency. Known for fostering positive relationships and driving business growth by collaborating with teams to implement proactive solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Advisor II
Concentrix
02.2024 - 06.2024
- Assist US customers with technical issues, enhancing service efficiency and customer loyalty.
- Escalate unresolved issues promptly, reducing wait times and improving satisfaction.
- Streamline troubleshooting processes, achieving faster resolutions and measurable improvements.
- Analyze recurring issues, enabling proactive solutions and minimizing escalations.
- Ensure precise account changes, maintaining data integrity and compliance.
- Maintained a friendly demeanour, fostering positive customer relationships and encouraging loyalty through effective communication.
- Resolved technical issues for US customers, enhancing service efficiency and significantly boosting customer loyalty.
- Evaluated recurring technical problems, leading to proactive solutions that minimized escalations and improved overall support quality.
- Collaborated with team members to streamline troubleshooting processes, achieving faster resolutions and noticeable gains in customer satisfaction.
- Executed precise account changes, ensuring data integrity and compliance while maintaining high standards of service.
Customer Service Associate
Amazon India
10.2020 - 11.2022
- Assisted North American customers, resolving queries via phone and email for over 50 clients daily.
- Updated customer accounts using proprietary software, enhancing service efficiency.
- Analyzed customer needs, presenting solutions to aid decision-making, boosting satisfaction.
- Provided prompt and friendly service, earning positive feedback for handling complaints.
- Demonstrated patience and attentiveness, improving customer experience significantly.
Administrator
Apollo Hospitals
04.2018 - 09.2020
- Incorporated modifications based on client needs.
- Facilitated appointment bookings, follow-ups and payment processing.
- Organized meeting schedules and patient appointment bookings for healthcare staff upon request.
- Handled client queries swiftly using both phone and email channels.
- Maintained integrity in handling sensitive medical information.
- Added patients' credentials to electronic records.
- Modified existing entries using advanced database management techniques.
Education
Post Baccalaureate Diploma - Business Management
Cape Breton University
Sydney, NS03.2025
Bachelor's - Business Administration, Finance & Information System
Osmania University
Hyderabad, TS12.2018
Skills
- Customer Service
- Sales Management
- Problem Solving
- Communication
- CRM
- Conflict Resolution
- Account Management
- Technical Support
- Google Suite
- MS Office
- Accounting
Languages
English
Full Professional
Personal Information
Date of Birth: 03/23/96
Awards
- WoW Award – Consistently maintained high customers satisfaction rating throughout the month
- Recognition & Reward Award – Consistently maintained high customer satisfaction rating throughout the Quarter and achieved sales target.
Accomplishments
Rewarded for best performer of the month and year twice.
Certification
WHMIS, Conflict Management
Timeline
Advisor II
Concentrix
02.2024 - 06.2024
Customer Service Associate
Amazon India
10.2020 - 11.2022
Administrator
Apollo Hospitals
04.2018 - 09.2020
Post Baccalaureate Diploma - Business Management
Cape Breton University
Bachelor's - Business Administration, Finance & Information System
Osmania University
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