Saad Shafaat

Curriculum Vitae PERSONAL INFORMATION SAAD SHAFAAT Aziz Bhatti Town, Yazdani Road, Street #6, House#7, Lahore (54850), Punjab, Pakistan --https://www.linkedin.com/in/saad-shafaat-b949322a8/ Sex Male | Date of birth 10/08/2001 | Nationality Pakistani PERSONAL STATEMENT Results-driven Customer Support Specialist with 2 years of experience handling inbound and outbound phone support across multiple international markets, including the US, UK, Ireland, Kenya, and South Africa. Adept at problem-solving, conflict resolution, and CRM tools to enhance customer satisfaction and retention. Proven ability to handle high call volumes, resolve complex customer issues, and provide excellent service. Seeking a challenging role to contribute to organizational growth while pursuing continuous professional development. WORK EXPERIENCE 07/07/2023 - Present Customer Support and Sales Specialist Mindbridge • Inbound Customer Support Specialist (UK & Ireland Campaign): o Handled over 100 calls daily, ensuring high customer satisfaction and resolving issues for business owners. o Consistently met CSAT targets by effectively addressing customer concerns and providing excellent service. • Inbound Customer Support Specialist (South Africa & Kenya Campaign): o Managed over 100 calls daily, resolving issues for business owners and ensuring customer satisfaction. o Successfully met CSAT targets through proactive problem-solving and strong communication skills. • Incident Response Team (UKI & South Africa Campaign): o Conducted thorough investigations by reaching out to riders, drivers, customers, and business owners. o Collaborated with law enforcement to assist in investigations, ensuring timely and accurate resolution of incidents. • Customer Sales Specialist (Outbound US Campaign): o Contacted house owners across several US states, providing property management services. o Turned prospects into potential leads by setting appointments with home advisors. • Onboarding Specialist (Outbound UK & Ireland Campaign): o Assisted business owners in onboarding to the platform and provided training on tools and platform features. o Escalated any issues faced by business owners to dedicated teams for prompt resolution. EDUCATION AND TRAINING- Bachelor of Science (Hons.) Agriculture (Agronomy) Department of Agronomy, College of Agriculture, University of Sargodha, Pakistan - ▪ CGPA: 3.93/4.00 or 82.02% Higher Secondary School Certificate (Pre-Medical) - Superior College, Lahore, Pakistan (Board of Intermediate and Secondary Education) ▪ Marks: 906/1100 or 82.36% Secondary School Certificate (Science) Rangers Public School for Boys, Lahore, Pakistan (Federal Board of Intermediate and Secondary Education, Islamabad) ▪ Marks: 970/1050 or 92.38% Page 1 / 2 Curriculum Vitae PERSONAL SKILLS UNDERSTANDING Listening Reading Language(s) English Proficient Proficient SPEAKING Spoken interaction Spoken production Fluent Fluent WRITING Advanced EF SET English Certificate Communication skills • Verbal Communication: Demonstrated excellent verbal communication skills by handling over 100 calls daily in various inbound and outbound campaigns, effectively resolving customer issues and ensuring high levels of satisfaction. • Written Communication: Proficient in crafting clear and concise emails and documentation to assist customers and business owners. Skilled in creating detailed reports and maintaining accurate records using CRM software. • Interpersonal Skills: Built strong relationships with customers and team members through empathetic listening, patience, and understanding. Successfully trained and mentored new team members, enhancing their performance and integration. • Conflict Resolution: Efficiently managed and resolved conflicts by identifying root causes and implementing effective solutions, ensuring a positive outcome for all parties involved. • Presentation Skills: Conducted training sessions and presentations for business owners, helping them onboard and utilize platform tools effectively. Organisational/managerial skills • Team Leadership: Successfully led and mentored teams in various customer support campaigns, improving team performance and achieving high customer satisfaction. • Project Management: Managed multiple inbound and outbound campaigns, ensuring timely and effective resolution of customer issues and meeting all project goals and deadlines. • Training and Development: Conducted training sessions for new team members and business owners, enhancing their understanding of tools and platforms. • Time Management: Demonstrated excellent time management skills by handling over 100 calls daily, ensuring prompt and efficient service delivery. • Problem-solving: Proactively identified and resolved issues for customers and business owners, contributing to a smooth and efficient support process. • Adaptability: Adapted quickly to different campaigns and regions, showcasing flexibility and the ability to handle diverse customer needs and concerns. • Documentation: Maintained accurate records and documentation using CRM software, ensuring all customer interactions and issues were properly recorded and addressed. Tools and Software Computer skills • • • • • • Salesforce Genesys Aircall Bliss Phone R Software Statistix • Proficient in Microsoft Office Suite: Experienced in using Word, Excel, and PowerPoint for documentation, data analysis, and presentations. • Technical Troubleshooting: Able to diagnose and resolve technical issues related to software and hardware, ensuring minimal disruption to workflow. • Data Analysis: Competent in using various tools for data entry, analysis, and reporting to support business operations and decision-making. • Communication Tools: Proficient in using email clients, live chat platforms, and video conferencing tools to provide effective customer support and collaboration. • Documentation and Reporting: Experienced in creating detailed reports, training materials, and procedural documentation to enhance team performance and knowledge sharing. • Cloud Services: Familiar with cloud-based services like Google Drive, Dropbox, and OneDrive for file storage, sharing, and collaboration. Page 2 / 2