Muhammad Yaqoob

Muhammad Yaqoob Islamabad, Pakistan OBJECTIVE Looking to leverage my extensive experience in customer support and proven track record in customer success management for a dynamic organisation. Seeking a challenging role that allows me to utilise my communication, problem-solving and leadership skills to ensure exceptional customer experience and satisfaction in a startup space. EDUCATION Virtual University of Pakistan​ BS Business Administration PROFESSIONAL Customer Success Associate - Zendrop Sep 2022 EXPERIENCE August 2024 - Present Started at Zendrop, the world’s leading dropshipping platform, as a Product Sourcing Agent and was promoted to Customer Success Associate within the first month in recognition of high performance and initiative. Currently support a global base of entrepreneurs by delivering expert guidance across all aspects of their eCommerce operations. ●​ Provide professional support to entrepreneurs on a wide range of topics, including order status, billing concerns, fulfillment timelines, and platform navigation. ●​ Assist users with technical issues such as store integration, product publishing, variant management, and troubleshooting errors. ●​ Communicate effectively through live chat and email, consistently managing multiple conversations while maintaining accuracy, clarity, and personalized service. ●​ Collaborate with internal teams to resolve complex inquiries, submit detailed bug reports, and track resolution progress, ensuring timely and satisfactory outcomes for users through consistent follow-up communication. ●​ Guide merchants in interpreting supplier updates, tracking information, and optimizing product availability for improved operational efficiency. ●​ Consistently recognized for outstanding service, with many positive reviews mentioning name directly on the Shopify App Store and hundreds of positive reviews within the platform. ●​ Maintained a Customer Satisfaction (CSAT) score of up to 95% and achieved 0% SLA miss rates for consecutive weeks, reflecting a strong commitment to service quality and responsiveness. Customer Support Specialist – CabCall Experts July 2023 - August 2024 As a Customer Service Specialist at CabCall Experts, I played a vital role in ensuring a seamless and enjoyable experience for our customers as they booked taxis and utilised our services. I was responsible for delivering top-tier customer support, efficient taxi management, and maintaining the highest quality standards. Having worked with the teams in Birmingham, Leicester, and the London area, I brought extensive experience and expertise to my role. My duties included: ●​ Assisting customers in booking taxis and providing timely responses to inquiries. ●​ Managing taxi bookings efficiently, ensuring accurate details and timely dispatch to drivers. ●​ Upholding service quality standards to ensure each customer's ride experience met or exceeded expectations (Quality Rating: 97.5%). ●​ Maintaining clear and effective communication between customers and taxi drivers for smooth coordination. ●​ Assisting customers with billing inquiries, fare estimates, and payment-related concerns. Collect and document customer feedback to aid in service improvement and enhance the overall customer experience. ●​ Offering technical support to customers using our booking platform or mobile app. ●​ Facilitating taxi bookings via email communication and cross-checking bookings through email confirmations to uphold the highest standards of service. Customer Outreach Manager – Next Gen Technologies LLC December 2019 - July 2022 Next Gen Technologies is providing insurance solutions in the United State through over the phone and in-person assistance by connecting external insurance companies to their potential customers currently benefiting from Obama care and medicare. Starting as a Customer Support Representative, my exceptional performance and positive client feedback led to a promotion to a management position. Recognized by my manager for dedication and outstanding service, I then led our team with a commitment to excellence. In addition to this I: ●​ ●​ ●​ ●​ ●​ Helped close almost 10,000 leads in the time span of just 8 months generating a net revenue of more than $70,000. On-boarded, managed and led a team of 50 plus members of high potential individuals. Established partnerships with insurance carriers and brokers to offer a wider range of options. Gave training sessions to our sales and support team to get a better perspective of the client's needs. Worked closely with senior management to execute the company's overall business strategy and provided regular reports on team`s performance and achievements. ●​ Maintained Quality assurance by listening closely to the feedback, addressing the queries personally and with the help of my team. HOBBIES AND INTERESTS In my free time, you can usually find me at the snooker club with friends, hitting the gym for a good strength or cardio session. I also enjoy unwinding with some video games when I get the chance.