Fawad Mushtaq

customer service representative at Sitespower Training Center

• United Arab Emirates - Sharjah
• October 2007 to January 2019

Arrange candidates'/ clients' hotel booking.
Answered nearly 50 calls daily from customer’s inquiries regarding different training courses,
issues, or general information & other course related issues.
Promoting the company values, vision and mission.
Involved with inbound calls, emails & reports related to the maintenance services to support
the customer requirements
Making cold outbound calls for selling and promoting the company's' services for prospective
clients as a day to day activity.
Preparing daily reports for the number of requests we created and send it the concern
departments.
Follow up service requests with the concern teams.
Took inbound calls, dealt with questions efficiently and effectively and input data into internal
database system.
Assisted in training new members of staff
Worked to ensure all individual and team targets were met.
Resolving customer complaint on time.
 Prepare the reports and news updates to customers.
 Full knowledge of the products and services of the training center and demonstrate them to
the customers.
 Keep good relations with all the level in the institute.
 Constantly looking at way to improve performance, achieve set targets.
Maintaining and developing relationships with existing customers in person and via telephone calls and emails
 Cold calling to arrange meetings with potential customers to prospect for new business,
 Representing the company at trade exhibitions, events such as GITEX.
 Advising on new training programs and discussing special promotions.
 Gaining a clear understanding of customer’s businesses and requirements.
 Attending team meetings and sharing best practices with colleagues.
 Arrange exams proctor/invigilator attendance (dates/time).
Responsibilities as ICDL Tester and Administrator
 Collecting of required documents from ICDL students for making new ICDL Skill card.
 Responsibility of registering ICDL students for their exam sessions.
 Managing ICDL exam session and registering every student for exam sessions.
 Communicating ICDL support via emails or phone calls queries whenever problem arises in
exam session or other ICDL related issues.
 Printing and handover to students their full exams report when needed.
 Assisting students in exam session with computer hardware and software issues.
 Issuing of ICDL Certificates to students as soon as receiving from ICDL office.
 Booking of newly ICDL test sessions or cancelling the existing if needed.
 Analyses test results to identify patterns and possible problems.
 Maintain backups on regular basis.
 Student’s queries regarding ICDL testing procedures and results adequately managed.
 Issues arising from the processing of results effectively managed.
 Handle queries from students regarding ICDL testing procedures and results in specific.
 Process late mark summaries.
 Create a comprehensive report on all students’ queries.
 Examiner - ICDL testing at Sites Power Training Center.
 Invigilating of ICDL exams sessions as ICDL Tester.