Yasir Ahmad is seeking a challenging position in an organization with opportunities for growth. He has over 7 years of experience in customer service and guest relations roles. Currently, he is a team lead at Capital Health Screening Center where he manages follow-up processes and ensures customer complaints are addressed in a timely manner. Prior to this, he held customer service roles at Warid Telecom and Mobilink where he assisted customers and resolved issues.

1. YASIR AHMAD
Father’s Name
Religion
Passport
Mobile
Email
Valid UAE DL
Address
Muhammad Abid Malik
ISLAM
DU1160652
00971-526458402
yasir_ahmad@hotmail.com
Light Vehicle (2181285)
MUROOR ABU DHABI-UAE
OBJECTIVE
• To seek a challenging position in an organization of repute with a
professional working environment and opportunity for growth.
WORK EXPERIENCE
Capital Health Screening
Center
Team Lead Follow-up(Senior Guest Relation Officer)
(01-JANUARY-2015 – TILL TO DATE)
• Implementation of new policies and procedures and keeping all policies up to date
• Manage the team to ensure smoothness of work and timely reporting
• To ensure all follow up (SOP) are on track
• Guest handling in positive case as per HAAD standard
• To ensure all the follow up calls are done within the due date
• Proper & complete documentation for follow-up case
• Track all the pending reports in daily bases
• IF the report is delayed follow up with delay cause. Till the issue is resolved
• 100% of customer complaints are escalated to the concerned person.
• Clearly explain the process to the guest and answer his/her queries within his scope
of services.
• Report all the non-compliance to HAAD within the time line
• Ensure HAAD inquiries are responded or escalate within same day
• Managing monthly reports
Guest Relations officer (19-JUNE-2012 – 31-DECEMBER-2016)
Follow-up Department:
• Follow-up with day to day routine work
• Follow-up with pending reports
• Reporting compliance and non-compliance to HAAD
• Managing monthly reports

2. Warid Telecom (Pvt). LTD
BANK ALFALAH LIMITED
ISLAMIC BANKING
MOBILINK
• Reporting issues to HAAD and internal management
• All HAAD inquiries responded to or escalated in 2 hours
• HAAD reports completed and transmitted by the third business day of the month.
• Guest handling in positive case as per HAAD standard
• To ensure all the follow up calls are done within the due date
• Track all the pending reports on daily basis and if reports are delayed follow up
with delay cause.
• Timely action and coordination for Admission and Deportation
• Proper & complete documentation for follow-up case
• Vaccination appointments are coordinated with Nurse Station for a smooth flow.
• Ensure the Pre-employment certificates are ready with two working days.
• Proper Record keeping & proper filing for Pre – employment.
• 100% of customer complaints escalated to management
• 100% of customer complaints responded to within 1 week
• Clearly explains the process to the guest and answers his/her queries
Customer Service Representative (AUGUST 2007 – APRIL 2012)
Inbound Help Line (321):
• Offering suitable products and services to customers.
• Having problem-solving skills to handle difficult or irate customers
• Having complete knowledge of products, services and systems
• Attending service related sessions and providing regular feedbacks.
• Highlighting issues on immediate basis via proper channel.
• Execution of collective plans to achieve goals of First call resolution.
Official Help Line (124) & Sim Activation Helpline (789):
• Direct co-ordination with departments like Complaints Management,
Subscriber Management, Operations support and Credit & Control for
related issues.
• Playing the role of a team member to ensure complete compliance of
policies and procedures.
• Assisting Franchise and Business center staff in system and product related
concerns
• Activation of new prepaid connections after proper verification.
Two months internship experience with BANK ALFALAH (Islamic division)
Three months internship in Mobilink in corporate sales as sales coordinator(15-
03-2007 to 14-06-2007)
• Activation of the sales done on daily basis. Reconfirmation of matured
activations. Having collaboration with different departments e.g. C&C,
Operation and customer care.
ACADEMIC QUALIFICATIONS
• Bachelors of Commerce Superior Group Of Colleges (2007)
• Intermediate in computer sciences Government Islamia College Railway Rd

3. (2003)
COMPUTER LITERACY
• E-Commerce (HTML , FLASH , JAVA SCRAIPT , VB SCRIPT)
• Certificate in computer studies
• Microsoft office and its applications
INTEREST & ACTIVITIES
• Traveling
• Photography
• Exploring webs
REFERENCES
• To be furnished upon request
TRAININGS AND APPRECIATIONS
• 2 Day training for CUSTOMER CARE-MEETING NEEDS COURSE (Focus
training experts 2015)
• Certificate of appreciation ( ETIHAD AIRWAYS 2014)
• 2 Day training for CUSTOMER SERVICE MANAGEMENT COURSE (Focus
training experts 2014)
• 2 Day training for EXCELLECE IN CUSTOMER SERVICE (know how
training 2013)
• Letter of appreciation for participation in the independence day decoration
(WARID TELECOM 2009)