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Zain Ishtiaq, Customer Service Representative

Zain Ishtiaq

Customer Service Representative·Emirates Islamic Bank

United Arab Emirates

Bachelor's degree, Applied Accounting

Work experience

Total years of experience: 10 years, 0 months

Customer Service Representative

June 2019 - Present

Emirates Islamic Bank

Dubai, United Arab Emirates

June 2019 - Present

Attending Inbound and making outbound calls and assisting customers with their queries
Answering customer queries via emails
Escalating customers issue to management in order to get quicker resolutions
Generating Sales reports for the management
Participating with Work force management

Company industry:
Banking
Job role:
Customer Service and Call Center

Customer Service Representative

March 2016 - February 2019

Du (Via First select agency)

United Arab Emirates

March 2016 - February 2019

Outbound retention calls to enterprise customers who are willing to churn the lines
•Upselling various services to enterprise customers via calls
•Handling customer escalations via call/mail
•Part of E-mail team to communicate with customers about handset offers/sales
•Interacting with different departments to resolve internal team issues or customer issues
•Maintaining daily staff productivity reports
•Staff call quality audit
•Coaching teams to adhere call quality and enhancing customer service
•Dealing with offshore vendors to ensure Weekly/Monthly targets are achieved
•Creating sales campaigns for offshore vendors
•Generating sales campaign reports to measure team efficiency
•Team representative - Attending meetings with managers to speak on behalf of the team
•Generating Daily, weekly & monthly reports for offshore vendors and Enterprise Retention team

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

ACCA Awarded - Oxford Brooks

December 2018

December 2018

Bachelor's degree, Applied Accounting

United Arab Emirates

Al Sadiq Islamic English School

December 2018

December 2018

High school or equivalent, Accounting and Business

United Arab Emirates

: O Levels (Commerce) Completed (IGCSE) AS

Skills

COACHING
Expert
COACHING
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
EMAIL
Expert
EMAIL
Expert
MEETING FACILITATION
Expert
MEETING FACILITATION
Expert
MICROSOFT MAIL
Expert
MICROSOFT MAIL
Expert
NETSCAPE ENTERPRISE SERVER
Expert
NETSCAPE ENTERPRISE SERVER
Expert
QUALITY
Expert
QUALITY
Expert
SALES
Expert
SALES
Expert
ACCA
Intermediate
ACCA
Intermediate
ACCOUNTANCY
Intermediate
ACCOUNTANCY
Intermediate

Languages

English
Expert
Urdu
Expert