Ishtiaq Rafiq

Customer Relations Specialist

Sawani

06.2024 - 03.2025

Showcased premium health-based products to customers.
Gathered and examined customer feedback to enhance service delivery and product offerings.
Handled customer queries with efficiency and professionalism.
Maintain product quality standards through regular inspections
Implement strategies to attract new customers and retain existing ones
Educate customers about new product features and health benefits
Monitor sales performance, customer feedback, and inventory through daily reports
Manage inventory and stock levels efficiently to ensure availability
Handle customer payments, including cash and bank transactions, and perform daily closing procedures
Stay updated on product knowledge to provide accurate recommendations.
Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
Logged call information and solutions provided into internal database.
Analyzed customer feedback and implemented strategies to improve customer experience.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
Implemented company policies and procedures, promoting consistency in service delivery across all channels.
Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
Uncovered potential opportunities for upselling by actively listening to customer needs during conversations.
Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
Collaborated with the sales team to resolve complex client issues, ensuring long-term relationships.
Conducted regular performance reviews for continuous improvement in customer service delivery.
Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
Contributed subject matter expertise to monthly Type meetings, recommending process improvements for entire department.
Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
Regularly exceeded individual performance metrics while contributing positively to overall team goals.
Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
Provided guidance to junior team members as a subject matter expert on best practices in customer relations management.
Organized events that fostered customer engagement, strengthening brand loyalty.
Coordinated with dealers and distributors by delivering quality support and detailed educational information.
Developed training materials to enhance the skills of new Customer Relations Specialists.
Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
Managed high-volume call center, maintaining professionalism and exceptional quality of support.
Served as a liaison between technical support teams and customers to ensure timely problem resolution.
Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
Reduced response times by optimizing workflows and utilizing efficient case management tools.
Managed customer relations on ongoing basis to maximize customer retention.
Created activities and engagements to enhance customer experience, knowledge, and patronage.
Delivered superior customer service to strengthen relationships and drive future business revenue.
Created customer support strategies to increase customer retention.
Assisted customers with opening accounts and signing up for new services.
Liaised between customers and organization with particular focus on working with sales department.
Made customers aware of current and new programs and services.
Conducted training and mentored team members to promote productivity and commitment to friendly service.
Maintained statistical database of customers using Software for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Assisted with conflict resolution during partnership negotiations and acquisitions.
Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Developed and implemented standards for staff to provide consistent service to customers.
Followed up with customers about resolved issues to maintain high standards of customer service.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Educated customers about billing, payment processing and support policies and procedures.
Delivered prompt service to prioritize customer needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Maintained up-to-date knowledge of product and service changes.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met customer call guidelines for service levels, handle time and productivity.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Promptly responded to inquiries and requests from prospective customers.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Identified and resolved discrepancies and errors in customer accounts.
Trained new personnel regarding company operations, policies and services.
Managed timely and effective replacement of damaged or missing products.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Increased efficiency and team productivity by promoting operational best practices.
Cross-trained and provided backup support for organizational leadership.
Investigated and resolved accounting, service and delivery concerns.
Sought ways to improve processes and services provided.
Trained staff on operating procedures and company services.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Created and maintained detailed database to develop promotional sales.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Implemented and developed customer service training processes.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Sales Representative

Arabian Trading Supplies

05.2023 - 06.2024

Oversaw major modern trade accounts like Lulu, Nesto, Alwafa, and Madina Supermarkets.
Delivered excellent customer service and resolved inquiries efficiently
Advised senior management on strategic decisions regarding account management
Organized promotional events to boost brand awareness among key accounts
Negotiated contracts to meet profitability objectives
Utilized CRM tools to track sales performance and customer data
Monitored competitor activities and provided insights into industry trends
Fostered long-term partnerships with key clients through competitive pricing strategies.

Sales Representative

Arabian Trading Supplies

01.2021 - 04.2023

Managed modern trade accounts, including Lulu and Bin Dawood
Delivered exceptional customer service and resolved customer concerns professionally
Achieved sales targets and collection goals consistently
Responded to customer objections while maintaining product satisfaction
Ensured timely receipt of goods and maintained quality standards
Scheduled and conducted customer visits, providing updates on inventory and supplies.

Sales Representative

Arabian Trading Supplies

03.2020 - 01.2021

Managed modern trade accounts, including Bin Dawood and Al RAYA
Executed promotional events to increase brand visibility and customer engagement
Negotiated contracts to align with profitability goals
Achieved sales and collection targets and maintained customer satisfaction
Implemented pricing strategies and monitored competitor activities.

Sales Representative

Arabian Trading Supplies

01.2014 - 03.2020

Managed credit sales for PANDA and RAYA
Delivered excellent customer service and maintained high levels of customer satisfaction
Conducted market research and implemented sales strategies to achieve targets
Developed and maintained strong relationships with customers.

Merchandiser Team Leader

Tarweej

07.2013 - 12.2013

Led a team to drive sales and profit through effective product placement
Developed merchandising strategies to enhance customer experience
Educated and motivated team members for optimal performance
Ensured compliance with company procedures, policies, and standards.

Cash Van Sales Executive

Arabian Trading Supplies

08.2012 - 07.2013

Drove a van and sold products to customers
Delivered purchase orders and informed customers of new products
Promoted products, analyzed competitor behavior, and increased sales
Managed safe and timely product delivery and collected payments.

Merchandiser

Arabian Trading Supplies

04.2009 - 08.2012

Developed and implemented merchandising strategies to meet customer expectations
Collaborated with suppliers and distributors to negotiate prices and quantities
Forecasted profits and sales, monitored stock movement, and planned budgets
Maintained inventory and store displays to maximize sales.

Van Salesman Helper

Arabian Trading Supplies

03.2008 - 04.2009

Assisted in maintaining van stocks and ensuring product availability
Supported the salesman in delivering products and ensured customer satisfaction
Managed the cleanliness and upkeep of the van, ensuring product quality.

Summary

Overview

Work History

Customer Relations Specialist

Sales Representative

Sales Representative

Sales Representative

Sales Representative

Merchandiser Team Leader

Cash Van Sales Executive

Merchandiser

Van Salesman Helper

Education

High School Diploma - Business, Management, Marketing, and Related

High School Diploma - Computer Science Pakistan

Skills

Languages

Timeline

Customer Relations Specialist

Sales Representative

Sales Representative

Sales Representative

Sales Representative

Merchandiser Team Leader

Cash Van Sales Executive

Merchandiser

Van Salesman Helper

High School Diploma - Business, Management, Marketing, and Related

High School Diploma - Computer Science Pakistan

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