Umair Abbas
Nationality: Pakistani (- Gender: Male
Email address:-
LinkedIn: www.linkedin.com/in/umairabbasrj
Address: Punjab, 54000 Lahore (Pakistan)
ABOUT ME
Knowledgeable and dedicated customer service professional with extensive experience in outsourcing and
offshoring. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with
clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality,
speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for
developing relationships, cultivating partnerships, and growing businesses. We are committed to maintaining
professional relationships to increase profitability and drive business results.
WORK EXPERIENCE
Account Manager
Cedar Financial [ 08/2022 – Current ]
City: Lahore
Country: Pakistan
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Build trust with debtors.
Locate and contact debtors.
Handle customers' questions or complaints.
Update account status and database regularly.
Negotiate payoff deadlines and payment plans.
Identify gaps in the system and recommend solutions.
Plan course of action to recover owed money overdue.
Keep tracking outstanding debts and interest-adding daily.
Comply with requirements when legal action is unavoidable.
Technical Support Specialist
Mindbridge Private Limited [ 02/2021 – 07/2022 ]
City: Lahore
Country: Pakistan
◦ Answered a large number of calls of consumers, delivery partners, and merchants(Uber Eats &
McDonald's) in a professional manner from the United Kingdom and Ireland region.
◦ Identified issues, analyzed information and provided solutions to problems.
◦ Troubleshooting technical issues, diagnosing and repairing faults.
◦ Created Salesforce cases for changing ownership, bank account details, and starting new application
related issues.
◦ Resolved restaurants and stores' complaints with empathy.
◦ Scheduled a large number of call back for PSD2, a legal entity, and documents related issues.
◦ Documented every single action taken during the call as per the company's sops.
◦ Researched required information using available resources.
◦ Processed a large number of refunds to VIP(McDonald's) consumers directly in their bank accounts.
Lead Generation Specialist
Arkhitech [ 08/2019 – 01/2021 ]
City: Lahore
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Country: Pakistan
◦ Utilize different methods and tools to generate new sales opportunities.
◦ Locate or propose potential business deals by contacting potential partners; discovering and exploring
opportunities.
◦ Screens potential business deals by analyzing market strategies, deal requirements, potential, and
financials.
◦ Identify and evaluate multiple channels including but not limited to cold calls, emails, directories, etc. for
lead generation in around the globe.
◦ Develop new relationships in an effort to grow business and help the company expand.
◦ Work closely with professional services teams for pre-sales support.
◦ Examining risks and potentials of potential engagements.
◦ Close new business deals by coordinating requirements; developing and negotiating contracts; integrating
contract requirements with business operations.
◦ Protects the organization's value by keeping information confidential.
◦ Update job knowledge by participating in educational opportunities; reading professional publications;
maintaining personal networks; participating in professional organizations.
◦ Enhance organization reputation by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.
◦ Adhering to Arkhitech's policies, standards, and procedures in the performance of job duties.
Customer Service Representative
Abacus Consulting [ 02/2019 – 07/2019 ]
City: Lahore
Country: Pakistan
Listen to customers’ concerns, issues and questions.
Resolve customers’ concerns and answer customers’ questions to the best ability.
Maintain a positive attitude and calmly respond to customers’ complaints.
Attract customers by promoting the product and company positively, answering questions, and addressing
concerns as they arise.
◦ Recommend possible products to meet the customers’ needs.
◦ Refer issues and questions to managers if necessary.
◦ Prepare product and customer reports by gathering data collected during customer interactions.
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EDUCATION AND TRAINING
Bachelor of Science in Computer Science
Virtual University of Pakistan [ 2018 – 2022 ]
Address: Lahore (Pakistan)
Intermediate of Computer Science
Govt. M.A.O Graduate College Lahore [ 2015 – 2017 ]
Address: Lahore (Pakistan)
LANGUAGE SKILLS
Mother tongue(s): Urdu
Other language(s): English
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DIGITAL SKILLS
My Digital Skills
Flexibility/Adaptability / Detail-oriented / Initiative / Communication (Verbal & Written) / Critical Thinking /
Work Ethic / Teamwork / Leadership / Problem Solving / Creativity / Time Management / Decision Making
/ Active Listening
Customer Support Services
Order Tracking / Ecommerce Support / Inbound Inquiry / Payment Processing / Online Chat Support / Customer
Feedback Documentation / Complaint Management / Call Center Management / Order Processing / Phone
Support / Email Support / Product Onboarding
Industry
Retail & Consumer Goods / Education / Tech & IT / Real Estate / Sales & Marketing / Food & Beverage / Finance &
Accounting / Fashion & Beauty
Role
Salesforce Expert / Live Chat Operator / Customer Service Representative / Online Help Expert / Lead Generation
Specialist / Account Manager / Zoho CRM Expert / Virtual Assistant
Ticketing System Software
Thrio / Bliss / HubSpot / Zendesk / Collect / Zoom / Jira / Help Scout / Zoho CRM
Other skills
Scheduling / Slack / Remote Connection Support / Cold Calling / Debt Collection / Microsoft Teams / Product
Knowledge / Multitasking / Apollo / Customer Relationship Management / Microsoft Excel / SaaS / Microsoft
Outlook / Office 365 / Microsoft Word / Email Communication / Microsoft Power BI / Troubleshooting / Data Entry
LICENSES & CERTIFICATIONS
Certified Customer Service Professional (CCSP)
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