Open to opportunities

Mudassar nazar

@mudassarnazar

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Experienced customer service professional with strong problem-solving skills.

Pakistan

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What I'm looking for

I am seeking a dynamic role that allows me to leverage my customer service skills while contributing to a collaborative team environment.

I am a dedicated and focused professional with extensive experience in customer service and claims handling. My journey began at Ibex Solutions, where I started as a Registration Activator, managing client registrations for consumer electronics. I quickly adapted to the fast-paced environment, ensuring accurate updates on payment cards and warranty cancellations while maintaining a low average handling time.

As I progressed to a Claim Handler, I honed my skills in assessing and troubleshooting claims for various electronic items, including tablets and appliances. My role involved guiding customers through the claims process, ensuring compliance with contractual obligations, and collaborating with partner resellers like Costco and Walmart. My commitment to customer satisfaction has always been at the forefront of my work.

In my most recent position as an Escalation Manager, I managed the escalation process for all products, providing training to support staff and developing new procedures to enhance efficiency. My experience in the UK, working with reputable companies like BestBuy and John Lewis, has further enriched my customer service expertise, making me a reliable and enthusiastic team player.

Experience

Work history, roles, and key accomplishments

Escalation Manager

IBEX Solutions

Managed the escalation process for all products, ensuring timely handling and appropriate follow-up. Provided training to support staff on escalated issues, including root cause analysis of recurring problems.

Salesforce Microsoft Excel Customer Service Team Leadership Process Improvement Root Cause Analysis

Chat Support

IBEX Solutions

Handled multiple customer chats simultaneously, maintaining AHT and quality standards. Managed claims, registrations, and payment updates for various consumer electronics and home goods.

Chat Support Customer Service Claims Processing Data Entry Salesforce Knowledge Management

Trust & Safety Team Member

IBEX Solutions

Determined fraudulent claims by contacting local repair shops and verifying invoices and item pictures. Identified fake accounts and ensured all communication with customers was email-based.

Fraud Detection Investigation Email Communication Data Verification

Claim Handler

IBEX Solutions

Handled claims for a variety of electronic and appliance items, performing assessment and troubleshooting. Processed payouts via check and gift cards, and guided customers on contractual obligations.

Claims Handling Troubleshooting Customer Service Payment Processing Data Entry

Consumer Electronic Registration Activator

IBEX Solutions

Activated registrations for consumer electronics, appliances, and furniture, assisting with online payment updates and warranty cancellations. Updated customer records in Salesforce and added detailed notes to tickets.

Customer Registration Data Entry Salesforce Payment Processing Warranty Management Customer Support

Customer Service/Team Lead

BestBuy

Jan 2010 - Present (15 years 6 months)

Provided excellent customer service and led a team in a retail environment. Managed various customer inquiries and ensured customer satisfaction.

Customer Service Team Leadership Retail Operations Sales Communication Problem Solving

Customer Service

PC World

Jan 2010 - Present (15 years 6 months)

Assisted customers with their technology needs and provided support for various products. Maintained a high level of customer satisfaction in a fast-paced retail setting.

Customer Service Product Knowledge Sales Technical Support Retail Operations Communication

Customer Service

John Lewis

Jan 2010 - Present (15 years 6 months)

Engaged with customers to understand their needs and provided comprehensive support. Contributed to a positive shopping experience and resolved customer issues effectively.

Customer Service Retail Sales Communication Problem Solving Client Relations

Education

Degrees, certifications, and relevant coursework

SLS High School

O-Level's, General Studies

Completed secondary education at SLS High School, focusing on foundational subjects.

Roots College International

A-Level's, General Studies

Completed advanced level studies at Roots College International, preparing for higher education.

South Thames College

Diploma, Business Management

Obtained a Graduate Business Management Diploma from South Thames College in London. This program provided a comprehensive understanding of business principles and management practices.