Saifur R. Arif

Saifur R. Arif Passport: A- Date of birth: 02/03/1999 Nationality: Bangladeshi- Place of birth: Dhaka, Bangladesh Phone number: (- (Mobile) LinkedIn: saifarif Email address: WhatsApp Messenger: - Address: Rolla St, Bur Dubai, Dubai, United Arab Emirates (Home) ABOUT ME I am seeking an associate position in customer service, call center, client handling, or HR departments. With prior experience assisting customers in a call center environment via calls, chats, and emails and a background in talent acquisition within HR, I am skilled in customer relationship management (CRM) systems, spreadsheet software, data analysis, client handling, and talent recruiting. My excellent communication skills and proven ability to efficiently resolve issues allow me to maintain 95% customer satisfaction in diverse settings. WORK EXPERIENCE 04/01/2024 – 01/31/2025 Dubai, United Arab Emirates CUSTOMER SERVICE CALL CENTER J&T EXPRESS MIDDLE EAST • Handled incoming customer inquiries across phone, live chat, and email channels, providing timely and precise responses regarding products, services, and account management. • Addressed a variety of issues such as billing inquiries, technical troubleshooting, order status updates, and returns while maintaining high-quality customer service standards. • Maintained a 100% customer satisfaction rate by consistently meeting performance targets such as call resolution time, first-contact resolution rates, and response times for emails and chats. • Resolved escalated issues with professionalism and efficiency to ensure customer concerns were resolved promptly. • Used CRM software to log detailed records of customer interactions, monitor case progress, and facilitate seamless follow-up processes. • Partnered with internal teams like sales and technical support to manage complex cases and deliver timely resolutions for customers. • Conducted surveys to gather feedback from customers, identifying areas for improvement in service delivery. • Followed company guidelines and scripts diligently while ensuring professionalism during all customer interactions 07/31/2021 – 11/30/2023 Dhaka, Bangladesh SENIOR CUSTOMER SERVICE REPRESENTATIVE INDRIVE • Managed customer inquiries and resolved issues through phone calls, live chat, and email, maintaining a customer satisfaction rate of 100%. • Ensured timely follow-up with customers to confirm the resolution of issues and gather feedback for service improvements. • Documented customer interactions in the CRM system, tracking case status and ensuring compliance with company guidelines. • Processed customer orders, returns, exchanges, and refunds, adhering to company policies and procedures. • Collaborated with the technical and sales teams to escalate complex issues and ensure quick resolution. • Consistently met or exceeded key performance metrics such as first-call resolution, response time, and customer feedback ratings. • Provided troubleshooting assistance for product/service related problems, offering detailed step-by-step solutions to customers. 11/01/2016 – 06/30/2021 Cary, United States HR & CLIENT SUPPORT SPECIALIST (REMOTE) THE ESTATES LLC • Trained and monitored HR employees. • Handled recruitment strategies to improve staffing levels, effectively attracting top talent to meet organizational needs. • Managed payroll processing for 80/90 employees, ensuring accuracy and timely delivery. • Assisted the HR department with the hiring and onboarding processes, facilitating smooth transitions for new hires. • Collaborated with management to create competitive compensation packages. • Managed client accounts, addressing concerns and resolving issues promptly to ensure high levels of satisfaction and retention. • Acted as a primary point of contact for clients, offering consultative support EDUCATION AND TRAINING Dubai, United Arab Emirates DIPLOMA IN BUSINESS MANAGEMENT Vibe Education Dubai Level in EQF EQF level 5 Dhaka, Bangladesh HIGHER SECONDARY CERTIFICATE (HSC) Dhaka College, Dhaka Level in EQF EQF level 4 COMPUTER AND IT EXPERT Suf S2S LANGUAGE SKILLS Mother tongue(s): BENGALI Other language(s): UNDERSTANDING SPEAKING WRITING Listening Reading Spoken production Spoken interaction ENGLISH C2 C2 C2 C2 C2 HINDI C2 A1 B1 C2 B1 Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user DIGITAL SKILLS Microsoft Office positive thinking Good Communication Customer success Strategic Planning Excellent writing and verbal communication skills Microsoft Word Empathic listener Ability ot give constructive suggestions Microsoft Powerpoint Google Drive Skype Outlook Zoom Facebook Google Docs Microsoft Excel MS Office (Word Excel PowerPoint) Internet user E-mail use gmail Gmail Other (Creativity; Customer oriented; Problem solving/ decision making skills; smart personality) Computer Assistance Computer operator Task Management Experience with organizing office duties Microsoft PowerPoint Word Power Point Microsoft Office (Word Excel PowerPoint Outlook) Responsibility Decision-making Excellent organizational planning and solving problems in short time Ability to Work Under Pressure Microsoft Teams Reliability Analytical skills Active listening Youtube Creativity innovative curious Excellent CRM team player Saifur R. Arif