Shoaib Ahmad

SHOAIB AHMAD Lahore, Pakistan-/-- OBJECTIVE A highly motivated and driven professional with 2+ years of Customer Support, QA and numerous years of administration/ management experience- aspiring to secure a relevant position in a reputable firm enabling me to leverage customer services background, analytical competency, strong communication, organizational skills as well as my ability to work well with others. EXPERIENCE Quality Assurance Analyst- International | Ibex Global Solutions- Lahore AUG 2021 – CURRENTLY WORKING      Responsible for providing quality evaluations and reporting information to better equip operations, training and HR counterparts in their decision making, strategy and execution. Conducting adhoc audits as assigned by the client/ management to determine any irregularities in the execution of operations thereby ensuring that all of the protocols are being met as defined by the client. Performing a thorough review and evaluation of an employee’s call with subsequent engagement with the CSE for coaching/ feedback Following up on escalations raised by Executive sites, vendors, customers and agents. Conducting comprehensive review and coming up with findings for subsequent resolution/ feedback for the management. Customer Support Executive- International | Ibex Global Solutions- Lahore APR 2020 – SEP 2021 Inbound Customer support pertaining to electronic funds transfer  Providing top-notch level 1 CS to customers from APAC region  Resolving customer’s concern within specified timeframe and documenting outcome of every call  Maintaining knowledge of client’s requirement and providing resolution accordingly.  Assisting customers in line with defined guideline and procedures.  Documenting and escalating unresolved customer concern/ request to designated departments for further handling Sales Executive | Results Intl- Lahore FEB 2019 – MAR 2020 Results INTL is an experienced Packaging manufacturer specializing in the fabrication of wide range of packaging containers.      Scouting for prospective clients in various industries for packaging order. Being an efficient liaison officer between the management team, procurement and client. Communicating daily order progress with the Management. Organizing meetings with prospective clients Managing queries and handling complaints Manager Operations | AMC – Lahore FEB 2012 – AUG 2018 A family owned packaging business where I served as in the implementation of an appropriate and feasible Information system, tailored to the information needs of the organization.       Devising sales and marketing strategy based on the defined demographics, client base and market dynamics. Procurement of raw material and formulating Production plan and control policies Managing day to day activities of business from procurement, production, sales to finances and banking. Coming up with ideas to engage more businesses resulting in consistent revenue growth. Deliberating with the clients, handling and offsetting complaints and queries. Managing client’s order design and approving any changes required CSE | British Petroleum Retail SF Connect – London, UK FEB 2007 – DEC 2010 British Petroleum in one the Largest oil exploration, rigging and retail corporation globally. It has retail forecourts spanned all across Europe and US with M&S Simply Food retail division integrated within the forecourts making it one of the largest and most elaborative retail forecourt network in the UK.    To ensure high standards of layout presentation are achieved in order to encourage customers to purchase. To provide the required standards of customer service in order to maximize sales. To ensure replenishment targets are met to satisfy customer and management’s needs. To control shrinkage by ensuring accurate implementation of company’s procedures. To ensure safe working practices are followed and HSSE protocols are upheld to reduce the risk of accidents. Dealing with customer complaints and resolving them in a prompt manner. Cash management and staff administration.  Other duties as assigned by RSM.     EDUCATION BA- Business Information Systems | London South Bank University- UK 2007 – 2010 Intermediate (Sciences)| BISE - Lahore 2003 – 2005 Matriculation (Sciences)| BISE - Lahore 2003 – 2005 SKILLS     Strong Organizational Skills Robust Analytical Skills Management Skills Team Player: Ability to work as part of a Team REFERENCES Available upon request 2    Effective Communication Skills Interpersonal Skills Ability to adapt any system or interface