Usman Javed

USMAN JAVED Customer Service Representative | Remote Support Specialist Dubai, U.A.E | - |- Professional Summary Proactive and empathetic Customer Service Professional with 6+ years of experience delivering remote and on-site support via chat and email. Skilled in troubleshooting technical products, guiding users through app features, and resolving issues with clarity and care. Adept at escalating bugs, improving support documentation, and collaborating with cross-functional teams to enhance user experience. Passionate about helping people succeed and contributing to mission-driven organizations. Core Skills & Competencies • Email & Chat Support (Web, Chrome Extension, Desktop Apps) • Technical Troubleshooting & User Guidance • Customer Relationship Management (CRM) • Complaint Resolution & Problem-Solving • Remote Work & Process Improvement • Collaboration with Development Teams • CRM Tools (Salesforce, Unison, Cognos) • Microsoft Office (Excel, Word, PowerPoint) • English & Urdu (Fluent) Professional Experience CUSTOMER SERVICE REPRESENTATIVE | MAS GENERAL TRADING LLC, DUBAI | SEPT 2024 – PRESENT • Delivered multi-channel support (chat and email), resolving inquiries on products, shipments, and documentation. • Guided users through troubleshooting technical issues with web and desktop platforms. • Collaborated with internal teams to escalate system bugs and suggest improvements to support processes. • Contributed to drafting user guides and FAQs to improve customer self-service resources. • Managed bookkeeping and administrative functions to support smooth operations in a hybrid work environment. PERSONAL BANKING OFFICER (RELATIONSHIP OFFICER) | MEEZAN BANK LIMITED, PAKISTAN | JUNE 2018 – SEPT 2024 • Delivered empathetic customer service to retail and corporate clients via in-person and remote channels. • Assisted clients in understanding complex products and digital banking tools, ensuring a seamless user experience. • Utilized CRM tools (Salesforce, Unison, Cognos) to maintain detailed user histories and enhance engagement. • Collaborated with compliance and operations teams to streamline account onboarding and resolve escalated cases. • Earned multiple awards for service excellence and consistently exceeding customer satisfaction KPIs. Education Masters of Business Administration (MBA) – Marketing | Iqra University | 2017 – 2018 Bachelors of Business Administration (BBA-H) | Iqra University | 2013 – 2016