1. A challenge executive position with the opportunity to utilize my experience and education to exceed
the superiors and company expectation.
MAJOR STRENGTHS
A cool headed person with logical and rational thinking, creative mind, optimistic approach and
challenging nature determined to accomplish the set goals God willingly.
Work Expereince:
More than 14 Years expeirence in Courier/Logestic Field but still learning for more experience.
Experience Details:
Company
Alma Express Transportation Company.
Division of Alaa Maghrabi Trading Est - Saudi Arabia- Khobar.
Job Title Customer Service Supervisor
Reporting to Customer Service Manager.
Services Tenure March 11, 2012 till Present.
Responsibilities as Customer Service Supervisor:
 Provide Daily/Weekly performance report to the Customer Manager & Executive Managers.
 Handle customer’s major complaints & Action basic written customer request as designated.
 Coordinate with other Department Managers in the Kingdom in all matter related to CS,
Operations, Sales and quality management.
 Coordinate with Key Account Customers to arrange pickup and deliveries as per commitment.
Solve the issues for non delivery/late delivery, as well other issues for customer satisfaction.
Company
SMSA/FedEx Transportation Co. Ltd.
Licensee of Federal Express Corporation- Saudi Arabia- Dammam/Riyadh.
Job Title
Call Center Agent & Customer Care Incharge.
Acting: Customer Service Supervisor (Over all Supervision)
Reporting to Customer Service Manager.
Services Tenure March 15, 2003 till March 10, 2012.
The CSA Training Course: From March 29, 2003 to March 31, 2003.
The CSA Training Course: From February 15, 2004 to February 17, 2004.
• To ensure all major complaint’s call received through telephone, email or fax is directed to
claim in charge.
• Responsible to ensure each complaint is handled and claim are processed as per the procedure.
ARIF YOUSUF SYED MOHAMMAD
Mobile: 050 803 2032
Ahhry@hotmail.com

2. Responsibilities as Call Center Agent, Key Account Specialist, Trace Specialist & Claim In
Charge:
 Provide weekly Customer Care Report to the Customer Service Supervisor/ Manager.
 Updating Customer telephone numbers, contact person name, Trace packages and inform
customers of package status.
 Enter pick-up information for Dispatching & Respond to customer inquiries; illustrate courtesy
and ensures customer satisfaction.
 Handle customer’s major complaints & Action basic written customer request as designated.
 Respond to customer inquiries; shows courtesy and ensure customers satisfaction.
 Cooperate with other call center staff; works as a team member & Assume other assignment
specified by the CS Manager.
 Cooperate with internal departments and GSP’s, to resolve routine issues and refer non-routine
issues to customer dissatisfaction and refer in accordance with local agreed procedure.
 Utilize quality tools and techniques to identify and highlight service issues and trended issues.
 Establish effective coordination and communication channels with operations and sales to
maximize customer service quality.
 Train the new hire Customer Service Agent in customer interaction and the implementation of
quality programs; motivates staff to excel in providing service quality.
 Coordinate with other Department Managers in the Kingdom in all matter related to CS and
quality management.
 Assist incoming customer calls on Dispatch request, Package status, Supply request, Service &
Rate inquiry, Service communication, Pick up request.
 Proper following up for the clearance of Non Documents in custom and forwarding the approval
and necessary documents to the clearance department for the required shipments.
 Coordinating with customer and providing Duty and Taxes figure analysis of their shipments In
order to have faster release procedure in custom for shipments.
 Any dispute case or Duty and Taxes then I was opening trace and communicating with package
origin’s station through system to solve problem.
 Assigned to take care of top 30 customers in Region.
 Handled customer concerns and their expectations.
 Coordination between Customer Service and Sales in order to generate Sales leads and to
improve communication.
 Dealing with local and foreign clients concerning export of their required goods.
 Coordinating with other concerns staffs for the export of consignment like cargo, clearance of
consignment on time.
 Proper intimation to clients regarding invoices and goods to customers in foreign countries.
 Keep the customer informed each day, with a courtesy call back and advise the customer of
the current status of the issue.

3.  Preparing the Customer Complaint/ Claim letters depending on the investigation.
 Process for complaint and claims as per the policy to provide a standard Operating procedure
to our valuable Customers.
 Log all major complaints and a reference number is initiated for the complaints.
 Ensure to acknowledgment receipt of the customers complaint within 24 hours through email,
fax or telephone.
 For compalints regarding domestic shipments, email should be send to corresponding
department for further investigation. In case of International shipments, after
acknowledgement of the complaints to the customer, and trace initiated for origin to handle
with customer as per policy & procedure.
 For issues pertaining to Damage, Lost shipments should procure Damage Inspection Report or
Incident Report/Lost – Stolen Shipment form filled by customer in the presence of concern
department.
 Keep the customer informed each day, with a courtesy call back and advise the csutomer of
the current status of the issue.
Company TNT Express Worldwide (PVT) LTD- Pakistan.
Job Title Call Center & Computer Operator .
Reporting to Customer Service Manager.
Services Tenure November 11, 1999 to March 20, 2002.
 Handle a range of routines and non-routine customer calls, relating to service or advise and
ensures compliance with local, corporate and legal.
 Correspond through mail, letter or telephone with the customers.
 International/ Domestic Reverse Pickup: Making arrangement to bring packages form different
cities in kingdom wide & all over the world upon customer request.
Company TCS Courier (PVT) LTD- Pakistan.
Job Title Security Officer
Reporting to Security Manager.
Services Tenure August 08, 1995 to June 09, 1997.
 To make sure that all rubbish is properly and regularly disposed off and that nothing is hidden.
 To be observant of any physical danger to employees, customers, public and report same
forthwith.
 Properly appearance with complete uniform/ ID Card in accordance with company & as well as
check other employees.

4. PROFESSIONAL TRAINING:
Management Information Technology:
FedEx operates their own unique computer system- COSMOS- comprising of the following aspect
inquiries, logistics, warehousing and management information.
COSMOS: Customer Oriented Services & Management Operating System.
Dispatch:
ACD : Accurate Call Delivery.
Management Information – Tracking Packages & Delivery reports.
Customer & Operation Care Training:
This is an in-house training, undertaken by FedEx was designed to educate us how to deal with the
most difficult situation/ Customers.
• Identifying problems and resolving through available information & technology or transfer to
sources.
The Package Acceptance Training Course:
SMSA Guide Awareness Training:
Rewards/ Letters of Appreciation/ Certificates:
Got several appreciate letters, 5years completed Certificate, Training certificates, employee of the
month certificates, cash awards etc.
Qualification:
Bachelor of Commerce from Government of S.M. Arts & Commerce College. Pakistan- Karachi.
Professional Qualification:
May 1992- December 1992 : Institute of Computer Technology- Pakistan.
E.D.P, Ms- Dos, Basic, Word Star, Lotus 123(2.2)
June 1999- July 1999 : Al- Ola National Institute- Kuwait.
Computer Application.
August 1999- October 1999 : Science of Digital Computer- Pakistan.
FoxPro.
Other Courses:
Ms- Office 97/ 2000.
Windows.
Personal Details:
Date of Birth : May 27, 1974.
Marital Status : Married.
Iqama : Transferable.
Nationality : Pakistani.
Driving License : Having Saudi Driving License – Expiry on 08/03/2018.
Having Pakistani Driving License – Expiry on 08/09/2016.
Language : Arabic, English & Urdu.