Zain Ul Abideen
Jeddah
Summary
Dedicated and results-oriented professional with over 8 years of experience in telecommunications, customer service management, and key account handling. Currently excelling as a Member Care Team Leader at Virgin Mobile KSA, overseeing client development and service operations, utilizing expertise in Cisco Unified Communications Manager (CUCM) and a proven track record in leadership and customer relationship management (CRM).
Overview
10
10
years of professional experience
Work History
Customer Care Supervisor
Virgin Mobile KSA
2023.02 - Current
- Monitoring the team's performance Collecting data and preparing reports Reporting to senior management
- Recruit, interview, and select employees.
- Interpret and communicate work procedures and company policies to staff.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Social Media and Sales Help Desk Support
Virgin Mobile KSA
2018.04 - 2022.02
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
Customer Care Representative
Virgin Mobile KSA
2015.11 - 2022.01
- Maintaining a positive, empathetic and professional attitude toward customers
- Responding promptly to customer inquiries
- Acknowledging and resolving customer complaints
- Keep records of calls placed and received, and of related toll charges.
- Empathetic and professional attitude toward customers Responding promptly to customer inquiries. Acknowledging and resolving customer complaints
- Monitor automated systems for placing collect calls and intervene for a callers needing assistance.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Promote company products, services, and savings plans when appropriate.
Salesman
Binzager, IMC
2015.05 - 2015.10
- Lead generation and conversion Contact new and existing customers to discuss needs Negotiate prices and terms and prepare sales agreements Maintain contact lists and follow up with customers to continue relationships.
- Answer questions about product features and benefits.
- Write and record orders for merchandise or enter orders into computers.
- Distribute product samples or literature that details products or services.
- Set up and display sample merchandise at parties or stands.
- Order or purchase supplies.
- Explain products or services and prices and demonstrate use of products.
Merchandiser
Moussy, IMC
2014.03 - 2015.05
- Develop pricing strategies, balancing firm objectives and customer satisfaction.
- Coordinate or participate in promotional activities or trade shows, working with developers, advertisers, or production managers, to market products or services.
- Negotiate contracts with vendors or distributors to manage product distribution, establishing distribution networks or developing distribution strategies.
- Select products or accessories to be displayed at trade or special production shows.
- Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
- Formulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managers.
- Use sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
Education
HSSC - Commerce
Pakistan International School
03.2013
SSC - Chemistry, Computer Science and Math
Pakistan International School
02.2011
Skills
- Client Development
- Microsoft Excel
- Supervisory Skills
- Customer Relationship Management (CRM)
- Customer Service Management
- Leadership
Languages
English
Native language
Arabic
Advanced
C1
English
Proficient
C2
Urdu
Proficient
C2
Hindi
Proficient
C2
Timeline
Customer Care Supervisor
Virgin Mobile KSA
2023.02 - Current
Social Media and Sales Help Desk Support
Virgin Mobile KSA
2018.04 - 2022.02
Customer Care Representative
Virgin Mobile KSA
2015.11 - 2022.01
Salesman
Binzager, IMC
2015.05 - 2015.10
Merchandiser
Moussy, IMC
2014.03 - 2015.05
HSSC - Commerce
Pakistan International School
SSC - Chemistry, Computer Science and Math
Pakistan International School
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