Having been raised in the US and completing my high school, I spent five years in London where I completed my Bachelor's in International Management and further pursued a Master's in Finance. During the time of my studies, I have held numerous positions in inbound and outbound call centers.

I have now experienced almost every role within the umbrella of Customer Services. Having worked for a brand leader for the last 4 years I have consistently improved upon the skills needed to rapidly assess and handle a variety of complex queries. I believe a polite manner is essential and is already a complete part of my attitude towards my work and life. I am looking to continue using the skills and knowledge attained to work from home so that I may experience more challenges and develop the varied and interpersonal skill-set I have accumulated over the years.

I look forward to working with you and hope that you will allow me to add benefit to your organization.

Area Covered: Customer Support, Sales, Data Entry, Chat, Email Correspondence
Industry: Outsourcing/Offshoring


Work Experience
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Job Title: Senior Customer Service Representative
Company: Charles Tyrwhitt
Description: - Dealing with customer queries via calls and emails
- Mentoring junior colleagues
- Creating training manuals
- Dealing with difficult customers and escalated queries
- Assisted in the development of the FAQ page on our website
- Supervising and closing the office in absence of managers
- Processed customer returns
- Resolving declined and possible fraudulent transactions
- Given remote access to resolve customer service issues from home to meet KPIs
From:06/Dec/2006 To:07/Jan/2011

Job Title: Senior Customer Service Representative
Company: Southwark Council
Description: - Dealing with customer queries over the phone to assist with tenancy issues and repairs
- Collecting details from customer and processing rent payments for tenants
- Consulting and advising tenants on the procedures that must be adhered to
- Dealing with escalations as assigned
From:01/Sep/2009 To:30/Apr/2010

Job Title: Customer Support & Sales Manager
Company: 360 Training
Description: - Managed the night time operations for the company based in Karachi
- Managed a team of 24 customer support representatives spread across three different countries; Pakistan, US, and Canada
- Managed a team of 10 sales representatives who would report to myself and their industry related manager in Austin, TX
- Trained, created manuals, and mentored new employees for customer support and sales
- Handled all escalated queries and issues
- At 360 Training, I was given the task to manage accounts for vendors like www.trainingelement.com to ensure they have a list of approved regulatory courses in their respective state and also have sufficient resources with respect the customer service and sales to meet their demands
From:13/Oct/2003 To:31/Aug/2006

Job Title: Volunteer
Company: Aga Khan University Hospital
Description: - Processing and clearing invoices for payments
- Entering data into the financial accounting system
- Other administrative tasks as assigned by supervisor
From:01/Dec/2002 To:31/May/2003



Education
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Degree: MSc Finance
Field of Study: Finance
University / College: Grenoble Graduate School of Business
From:15/Sep/2008 To:01/Jun/2011

Degree: Bachelors in International Management
Field of Study: International Management
University / College: Middlesex University
From:23/Aug/2004 To:21/Jul/2007