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Sabir Khan
Hor Al Ainz Dubai U.A.E.
Mobile: 0555973626
Sabirkhan25@yahoo.com
Father’s Name: Sultan
Khan
DOB: July, 25, 1984
Religion: Islam
Nationality: Pakistani
Marital Status:
Married
Customer Service Representative/6 Years’ Experience in Call
Center
Polished, Professional Customer Service Representative Offering:
 Six years of experience providing customer support in busy call center
environment for Telecommunication industry employers.
 An unwavering commitment to customer service, with the ability to build
productive relationships, resolve complex issues and win customer loyalty.
 Strategic-relationship/partnership-building skills, listen attentively, solve problems
creatively, use tact and diplomacy to find common ground and achieve win-win
outcomes
Inbound Call Center Experience
Customer Service Representative
16/11/2009-28/10/2015, ZONG China Mobile COMPANY, Pakistan
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. Interface daily with internal partners in accounting, field
services, new business, operations and consumer affairs.
Key Accomplishments:
 Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 200 inquiries in any given day and consistently met
performance benchmarks in all areas (speed, accuracy, volume).
 Become the lead “go-to” person for new representative and particularly
challenging calls as one of the company’s primary trainers of new and
established employees.
 Helped company attain the highest customer service ratings (as determined by
external auditors).
 Earned 100% marks in all categories including communication skills, listening
skills, problem resolution and politeness.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense
customer focus and dependability in performance evaluations.
 Completed voluntary customer service training to learn ways to enhance
customer satisfaction and improve productivity.
Outbound Call Center Experience
2 Years’ experience in Outbound Call Center Sales Department
Make outbound calls to existing customers, recommend them product upgrades,
renewals, add-ons and new purchases. We make calls to our existing customers to
encourage them for using internet services in their Mobiles and Notebooks
Key Accomplishment:
 Contact business and private individuals by phone
 Deliver prepaid sales scripts to persuade potential customer to purchase a
product or service
 Respond to questions
 Identify and overcome objections
 Take the customer through the sales process
 Obtain customer information
 Obtain possible customer leads
 Maintain customer/ potential customer data bases
 Follow up on initial contacts
 Complete records of telephonic interactions, orders and accounts
Customer Experience Management Department Experience
1 Year experience in Customer Experience Management Department (CEM).
Make calls to existing and new customers to take surveys, gather data from customers,
make analysis and send to the respective department for action.
Benefits of CEM:
 Before the launch of new products we CEM department check it for error and
identify errors and make it errors free before launch
 Calculate the impact of network problems on customers
 Solve network issues before the customer’s complaint
 Helpful to make new products that can meet customers need and wants
Best Performance Awards:
 Best Team of the Month November, 2010
 Best Team of the Year 2011
 Outstanding Performance in the Month of April, 2012
 Outstanding Performance in the Month of May,2012
 Outstanding Performance in the Month of November,2012
 Outstanding Performance in the Month of January, 2013
Trainings
Customer Service Skills Training
Completed 2-days modules of customer service training. Topics included how to:
 Greet transfer and hold calls
 Build rapport, listen, clarify and manage conversational flow
 Manage upset customers, conflicts and challenging situations
Education
2007-2009, COMSATS Institute of Information Technology, Pakistan
Master In Business Administration (MBA, Finance)
3.2/4 CGPA
2005-2007, University Of Agriculture, Faisalabad, Pakistan
B.COM.
First Division
Skills
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently used/6 years
Call Center
Service Operations
Expert Currently used/6 years
Dispute Resolution Expert Currently used/6 years
Sales Lead Generation Expert Currently used/6 years
Data Entry Expert Currently used/6 years
Multiline Phone Use Expert Currently used/6 years
MS Word, Excel and Access Intermediate Currently used/6 years
Additional Information
 Willing to relocate
 Willing to travel

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Sabir CV - Copy

  • 1. Sabir Khan Hor Al Ainz Dubai U.A.E. Mobile: 0555973626 Sabirkhan25@yahoo.com Father’s Name: Sultan Khan DOB: July, 25, 1984 Religion: Islam Nationality: Pakistani Marital Status: Married Customer Service Representative/6 Years’ Experience in Call Center Polished, Professional Customer Service Representative Offering:  Six years of experience providing customer support in busy call center environment for Telecommunication industry employers.  An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.  Strategic-relationship/partnership-building skills, listen attentively, solve problems creatively, use tact and diplomacy to find common ground and achieve win-win outcomes Inbound Call Center Experience Customer Service Representative 16/11/2009-28/10/2015, ZONG China Mobile COMPANY, Pakistan 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. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs. Key Accomplishments:  Managed a high-volume workload within a deadline-driven environment. Resolved an average of 200 inquiries in any given day and consistently met performance benchmarks in all areas (speed, accuracy, volume).  Become the lead “go-to” person for new representative and particularly challenging calls as one of the company’s primary trainers of new and established employees.  Helped company attain the highest customer service ratings (as determined by external auditors).  Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.  Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.  Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
  • 2. Outbound Call Center Experience 2 Years’ experience in Outbound Call Center Sales Department Make outbound calls to existing customers, recommend them product upgrades, renewals, add-ons and new purchases. We make calls to our existing customers to encourage them for using internet services in their Mobiles and Notebooks Key Accomplishment:  Contact business and private individuals by phone  Deliver prepaid sales scripts to persuade potential customer to purchase a product or service  Respond to questions  Identify and overcome objections  Take the customer through the sales process  Obtain customer information  Obtain possible customer leads  Maintain customer/ potential customer data bases  Follow up on initial contacts  Complete records of telephonic interactions, orders and accounts Customer Experience Management Department Experience 1 Year experience in Customer Experience Management Department (CEM). Make calls to existing and new customers to take surveys, gather data from customers, make analysis and send to the respective department for action. Benefits of CEM:  Before the launch of new products we CEM department check it for error and identify errors and make it errors free before launch  Calculate the impact of network problems on customers  Solve network issues before the customer’s complaint  Helpful to make new products that can meet customers need and wants Best Performance Awards:  Best Team of the Month November, 2010  Best Team of the Year 2011  Outstanding Performance in the Month of April, 2012  Outstanding Performance in the Month of May,2012  Outstanding Performance in the Month of November,2012  Outstanding Performance in the Month of January, 2013
  • 3. Trainings Customer Service Skills Training Completed 2-days modules of customer service training. Topics included how to:  Greet transfer and hold calls  Build rapport, listen, clarify and manage conversational flow  Manage upset customers, conflicts and challenging situations Education 2007-2009, COMSATS Institute of Information Technology, Pakistan Master In Business Administration (MBA, Finance) 3.2/4 CGPA 2005-2007, University Of Agriculture, Faisalabad, Pakistan B.COM. First Division Skills Skill Name Skill Level Last Used/Experience Customer Service Expert Currently used/6 years Call Center Service Operations Expert Currently used/6 years Dispute Resolution Expert Currently used/6 years Sales Lead Generation Expert Currently used/6 years Data Entry Expert Currently used/6 years Multiline Phone Use Expert Currently used/6 years MS Word, Excel and Access Intermediate Currently used/6 years Additional Information  Willing to relocate  Willing to travel