Umair Elahi

Umair Elahi Lahore, Pakistan - •-• Resume Title Experienced Professional with Expertise in Insurance, Operations Management, and Customer Service Dynamic and forward-thinking professional poised to embark on a new chapter within a vibrant organization in the USA. With a rich tapestry of experiences across diverse sectors, I am primed to bring a fresh perspective and unwavering dedication to the team. Seeking a role where I can synergize my talents to drive transformative outcomes, I am committed to not only meeting but exceeding expectations, fueling both personal and organizational growth. TECHNICAL PROFICIENCIES Operating System: Windows, Linux, Mac Os Microsoft Office Suite: Word, Excel, PowerPoint Internet Applications: Browsing, Email, Proficient in various CRM systems Other: Strong command of computer fundamentals and troubleshooting PROFESSIONAL EXPERIENCE CSR/Admin Assistance (04/2019 – Present) Welcome Insurance, CA, USA As a CSR at welcome insurance agency offering both commercial and personal insurance, my role is multifaceted and critical to the overall success of the agency. I play a vital role in providing exceptional service to clients, supporting sales efforts, and maintaining efficient operations within the agency. Key Achievements: ▪ Client Retention Improvement: Successfully implemented a client retention strategy that led to a significant increase in client retention rates over a specific period. ▪ Customer Satisfaction Enhancement: Received consistently positive feedback from clients regarding the quality of service provided, resulting in improved customer satisfaction scores. ▪ Sales Growth: Contributed to the growth of the agency's sales by effectively cross-selling or upselling additional insurance products to existing clients, exceeding sales targets. ▪ Recognition or Awards: Received recognition certificate for outstanding performance, exemplary customer service, and significant contributions to the success of the agency. …Continued… Service Desk Executive (06/2018– 04/2019) IBEX Technologies, Pakistan As a Service Desk Executive at IBEX Technologies, I served as the first point of contact for both internal and external customers, providing timely and effective support for a wide range of technical inquiries and issues. My responsibilities included promptly responding to customer inquiries via phone, email, or ticketing system, diagnosing technical problems, and providing solutions or escalating issues to appropriate teams for resolution. I also maintained accurate records of customer interactions, service requests, and resolutions, ensuring comprehensive documentation for future reference. Key Achievements: ▪ Improved Response Time: Successfully reduced average response time to customer inquiries by implementing streamlined processes and efficient ticket management techniques, resulting in enhanced customer satisfaction. ▪ Customer Satisfaction Ratings: Consistently received positive feedback from customers, resulting in high customer satisfaction ratings and testimonials acknowledging exceptional service and support provided. Team Lead Control Room Operations (06/2016 – 05/2018) MCR Security,Dublin, Ireland As the Team Lead for Control Room Operations at MCR Security in Ireland, I oversaw the delivery of control room services, ensuring the achievement of operational key performance indicators (KPIs). Leading a dedicated team of operators, I provided guidance, support, and ongoing training to maintain operational efficiency and effectiveness. Through effective communication and collaboration with both the control room team and operational management, I ensured seamless coordination of activities and alignment with organizational objectives. By implementing continuous improvement initiatives and conducting regular quality assurance reviews, I upheld the integrity and reliability of control room services, contributing to the safety and security of clients' premises. Key Achievements: ▪ Achieved consistent adherence to operational KPIs, resulting in improved efficiency and effectiveness of control room operations. ▪ Implemented process enhancements that led to a reduction in response times for security incidents, enhancing overall client satisfaction. ▪ Received recognition from senior management for outstanding leadership and contributions to the success of control room operations. Cab Controller at LHR Car's (06/2016 – 05/2018) Hounslow, UK In summary, my role as a Cab Controller involved managing the end-to-end process of booking management, driver allocation, flight tracking, job bidding, system updates, and reporting to ensure the efficient and effective operation of the taxi service. Through meticulous attention to detail and proactive management, I contributed to the overall success and reputation of the company in delivering reliable and customer-focused transportation services. Key Achievements: ▪ Implemented a driver performance evaluation system that identified top-performing drivers and areas for improvement, resulting in enhanced service quality and customer satisfaction. ▪ Developed and implemented a customer feedback system to gather insights and suggestions for service improvements, resulting in higher customer retention and loyalty. ▪ Implemented cost-saving measures, such as optimizing fuel consumption and reducing vehicle maintenance costs, resulting in increased profitability for the company. Customer Service Representative (06/2012– 02/2014) Warid Telecom, Lahore, Pakistan At Warid Telecom in Pakistan, I played a pivotal role in delivering exceptional customer service across multiple care lines, including the Helpline (789), Prepaid (321), Postpaid (321), and the Retailer's Helpline (135). During my tenure, I gained extensive experience in handling diverse customer inquiries, resolving issues, and providing assistance across various TCM services. In summary, my experience as a Customer Service Representative at Warid Telecom equipped me with comprehensive customer care skills, multi-line management expertise, problem-solving abilities, product knowledge, teamwork skills, and a strong commitment to delivering exceptional service to customers across various telecommunications platforms. Key Achievements:. Achieved consistently high customer satisfaction ratings, exceeding company benchmarks and earning recognition for excellence in customer service delivery. ▪ Successfully resolved a high volume of customer inquiries and issues, consistently achieving a first-call resolution rate above the company average. ▪ Recognized for outstanding performance and professionalism by supervisors and peers, receiving multiple awards or commendations for excellence in customer care. Accountant/ PA to CEO (07/2010 – 02/2011) MGM Superstore, KL, Malaysia During my tenure at MGM Super Store in Malaysia from July 2010 to February 2011, I held the dual role of Accountant cum Personal Assistant to the Chief Executive Officer (CEO). In this multifaceted position, I managed various responsibilities including: meticulous stock management, accurate financial reporting, and effective communication with both customers and staff, contributing to the overall success and operational efficiency of MGM Superstore during my tenure. Key Achievements: ▪ Implemented an efficient stock management system that resulted in improved accuracy and timeliness of stock records, reducing instances of stockouts and overstocking. ▪ Streamlined the daily sales reporting process, resulting in quicker access to sales data and enhanced decision-making capabilities for store management. ▪ Played a key role in maintaining a productive and efficient work environment, contributing to the overall success and profitability of MGM SuperStore during my tenure. IDC Technologies Tele Surveyor (02/2009 – 05/2010) Kuala Lumpur, Malaysia I served as a Tele Surveyor and also held the position of Team Lead. In this role, I was responsible for conducting surveys and research related to IT via telephone to organizations across the Asia Pacific region, including countries such as Australia, New Zealand, and Singapore. Key Achievements: ▪ Achieved and consistently exceeded survey targets, demonstrating exceptional performance in gathering valuable insights and data from organizations across the Asia Pacific region. ▪ Implemented efficient survey methodologies and protocols, resulting in improved survey response rates and data quality, enhancing the reliability and accuracy of survey findings. ▪ Developed and maintained strong relationships with clients, earning recognition for professionalism, reliability, and the delivery of high-quality survey services. Data Synergo CSR (06/2008 – 02/2009) Kuala Lumpur, Malaysia I served as a Customer Service Representative, working on a project for Dell Computers. In this role, I was responsible for various tasks related to lead generation and management. Involved actively contributing to lead generation efforts for Dell Computers, utilizing cold calling techniques, effective lead management strategies, and comprehensive reporting to drive sales and business Key Achievements: ▪ Achieved and exceeded lead generation targets consistently, demonstrating exceptional performance in identifying and qualifying potential customers for Dell Computers. ▪ Received recognition for outstanding performance in lead follow-up activities, leading to increased customer engagement, satisfaction, and loyalty to the Dell brand. ▪ Collaborated closely with sales and marketing teams to align lead generation efforts with overall business objectives and sales targets, contributing to the achievement of revenue goals for Dell Computers. EDUCATION AND TRAINING Bachelor of Computer Science, Multimedia Design & Communication CosmoPoint College,Kuala Lumpur, Malaysia Technical Certifications Microsoft Certified Systems Engineer (MCSE) - Cisco Certified Network Associate (CCNA) Digital Marketing (Google) Front End Web Development Professional Development Industry Research, Volunteer Work, Skill Development, Continuing Education.