Islam Ammar Mohammed

ISLAM AMMAR MOHAMMED CUSTOMER SUPPORT SPECIALIST Address Dhaka, 1207 Bangladesh Phone - E-mail- A dynamic, success-driven individual with over 10 years of experience in the customer service industry as a customer support agent. Seeking a role as a customer success specialist/team lead. Possesses strong analytical, communication, team collaboration, active listening, and problem-solving skills with a keen eye for attention to detail. Maintains quick resolution times to client problems, complaints, and queries while ensuring professional tone and customer satisfaction. Capable of handling multiple tasks and efficiently prioritizing duties and resources. Excited to provide consistent and quality workmanship in a fast-paced environment while contributing knowledge and skills in a challenging setting where dedication and team spirit thrive. Committed to providing accurate and professional customer service for efficient and timely customer satisfaction. Looking to eventually lead a high-performance team, leveraging the 10+ years experience in the customer service industry while ensuring optimal efficiency, team collaboration, and customer satisfaction even under high-pressure environments. Skills / Competencies • Good Interpersonal skills • Strong organizational skills • Proficient in computer applications • Proficient in CRM - Zendesk / Salesforce / Desk.com • Proficient in G-Suite • Strong verbal communication skills Work Experience 2024-10 - Current TEAM LEAD Field Nation Ltd. • Oversee daily activities of the support team, ensuring efficiency and quality in resolving client issues • Streamline onboarding of new team hires and follow up on progress of individual members • Handle escalations • Guide team members in professional growth, performance improvement, and achieving their KPIs • Track team and individual metrics, providing feedback and conducting • • • • 2018-01 - 2024-09 regular performance evaluations Suggest process changes where necessary to improve workflow quality Conduct regular meetings to communicate updates, share feedback, and discuss process improvements Build interpersonal team spirit and conduct 1 on 1 sessions where needed to address performance/ professional lacking Work closely with other departments like IT, Operations, or Sales to address customer pain points and improve processes Sr. Support Coordinator Field Nation Ltd. • Resolve customers problems via calls/cases by clarifying the complaint of the • • • • • • • • 2014-11 - 2017-01 customer; determine the cause of the problem; select and explain the best solution for solving the problem; follow up to ensure resolution. Thrive in settings with some standardized process but also make judgment calls in “gray” areas While recording details of conversation, gathering the separate perspectives from both involved parties - lay out convincing perspective(s) to help them come to a common ground Being knowledgeable of all different types of tasks of the respective team and managing queries at any level of difficulty Handle and gather knowledge of changes in product and policies Contribute to team effort by accomplishing related results as guided Being accountable towards team goals and communicate ideas to immediate manager Build sustainable peer to peer relationships through open and interactive communication Maintaining a positive, empathetic and professional attitude toward customers and colleagues Support Coordinator Field Nation Ltd. • Presenting proper communication between the company, clients and • • • • 2008-10 - 2012-04 technicians Scheduling and monitoring project sites and reporting back to clients of any delays and possible work around Addressing stressful and difficult customer service issues within a time frame of 10 minutes on average of receiving Zendesk / DESK.com ticket Prioritizing and performing a variety of on demand complex tasks as required by individual clients within defined time frames Organizing resources, budgets and establishing priorities as and when required Business English instructor Chartered University College • Continuous assessment of student performance through IELTS standard mock tests with feedback to relevant authority • Developed and upgraded course materials to keep in trend with the latest teaching resources and methodology • Acquainted students with business world communication skills • Participated in monthly teachers' meetings to discuss curriculum changes, student needs and areas that needed strategies to solve issues affecting them 2007-05 - 2008-08 IELTS & Spoken English instructor, O-levels Teacher, A-levels Teacher Gateway International • Acquainted students with the latest Edexel syllabus and exam question answering techniques • Conducted individual classroom activities with students based on differentiated learning needs to ensure all students are learning at full potential • Actively participated in monthly teachers meeting and task forces focused on curriculum development, textbook review and fundraising • Established and maintained positive relationships with students, parents and colleagues to foster an environment of transparent communication and support 2005-01 - 2005-04 Call center agent Times ASL • Ensured customers/clients are aware of the latest products and services • Effective client base expansion and retention via product awareness • • • • • campaigns Fulfilled company sales target within set deadlines Generate leads on a need to basis and follow up with them to close a deal Carry out B2B and B2C telemarketing campaigns to rev up sales of new and existing products Handle booking queries, reschedules and cancellations Resolve customer complaints Education 2000-01 - 2004-01 A Levels Allidina Visram High School - Kenya GPA: B 2000-01 O levels The Aga Khan School - Kenya GPA: A 2006-01 - 2010-01 B.Sc.: Electrical and Electronics Engineering Stamford University Bangladesh - Dhaka, Bangladesh GPA: GPA 3.04 (stopped at 3rd year) Activities I was a member of my high school debating society as well as university debating club. As a nature lover, I enjoy mountain biking and sightseeing quite a lot. Last but not least, I constantly try to learn the latest about technology, read social media news and my future goal is to become familiar with web development technologies/ AI / Robotics. Languages Bengali: Native language Swahili English Interests Robotics, AI Advanced (C1) Proficient (C2)