Mohammed Shapik

This is Mohammed Shapik, a calm and patient corporate support professional with 4 years and 10 months of experience having assisted a huge volume of US, Canadian and global clients in both in-office and remote settings. I specialize in resolving complex issues, managing escalations, and ensuring customer satisfaction and retention rates are always higher. I primarily manage high-touch accounts of top clients(Universities, government offices, hospitals, industries, labs, startups etc.), overseeing onboarding, quotations, pre-orders, order management, shipment tracking, post-order inquiries, troubleshooting, and issue resolution. I am also highly proficient in working in the following roles - customer support, customer service, customer success, virtual assistant, personal assistant, executive assistant, administrative assistant, technical support assistant etc.

Experience

Dec 2018 - Oct 2020 - Customer Service Associate

Oct 2020 - Sep 2023 - Junior Customer Service Associate

Pre-Order - Account creation, quotations, availability, lead time, etc.

Order Management - Order entry, order modification, order status, cancellation, expedited shipping, rerouting, warehouse inquiries, etc.

Post-Order - Returns, damages, credits, debits, quality complaints, shortages, overages, lost etc.

Account Management - As the first point of contact for all inquiries, I address issues by conducting thorough analyses and employing strong problem-solving and analytical skills. I collaborate with dedicated teams on complex concerns while demonstrating empathy and patience. Throughout this process, I maintain meticulous attention to detail to ensure high-quality outcomes.

Additionally, I have experience in vendor management, Root cause analysis & compliance issue handling etc.

Availability: Ready to join

Weekend Support: Available to support if needed

Technical Skills:

Proficient in SAP SD (Sales and Distribution) (4.5+ Years)

Salesforce (4.5+ Years)

MS Office Suite (7+ Years)

Google Workspace (2+ Years)

Notion (3+ Years)

Wrike (1+ Years)

Zapier (less than a year) etc

Tech Savvy In:

ChatGPT (3+ Years)

Content creation (4+ Years)

Social media management (4+ Years)

Canva (4+ Years)

Video editing (4+ Years)

Videography (4+ Years)

Photography (4+ Years)

I am a quick learner and open to learning new technologies and skills to keep myself updated with current industry trends.

What sets me apart is my strong problem-solving mindset and ability to navigate high-pressure environments while maintaining exceptional service standards. My expertise in CRM tools like SAP and Salesforce, combined with my technical proficiency in AI tools such as ChatGPT and Copilot, allows me to streamline workflows and enhance customer interactions.

I thrive in fast-paced settings, balancing multiple priorities without compromising on quality. My ability to analyze customer pain points, provide tailored solutions, and collaborate with cross-functional teams has consistently resulted in high CSAT scores (96%+) and strong customer retention rates.

I am eager to bring my customer-first approach, technical skills, and adaptability to your team. Given my immediate availability, I am ready to start contributing right away. I would love the opportunity to discuss how my expertise can drive positive outcomes for the firm. This is just a brief description but I am eager to establish a long-term professional relationship so let's connect and discuss more and work together, customer satisfaction is my priority.