Zubair Khan
Customer Engagement Manager
Auckland,City Centre
Summary
Customer Manager offering 12 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
12
12
years of professional experience
Work History
Client Engagement Manager
Emeritus Executive Learning
12.2020 - 01.2023
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Client Relationship Manager
Aysa Immigration
UAE, Dubai
02.2018 - 11.2019
- Conduct 1 to 1 meetings with qualifying clients and explain them the entire migration process.
- Discuss complex issues and suggest pathway to migration
- Explain in simple language all complex matters and forward the client to a different department if required
- Prepare presentations for clients showing success and credibility of successful clients
- Think deeply and understand the client’s requirement and provide effective solution
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
Customer Service Advisor
Global Migration Services
UAE, Dubai
01.2016 - 11.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Team Manager
DU Telecom
02.2011 - 09.2015
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and provided backup support for organizational leadership.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
Education
Bachelor of Commerce -
WILLIAM CARREY UNIVERSITY
Meghalaya, India04.2009
Skills
- Team Leadership
- Client Engagement
- Client Relations Management
- Global Client Management
- Strategy Development
- Business Planning
- Project Management
- Staff Management
- Strategic Planning
- Staff Training
- Analytical Thinking
Timeline
Client Engagement Manager
Emeritus Executive Learning
12.2020 - 01.2023
Client Relationship Manager
Aysa Immigration
02.2018 - 11.2019
Customer Service Advisor
Global Migration Services
01.2016 - 11.2017
Customer Service Team Manager
DU Telecom
02.2011 - 09.2015
Bachelor of Commerce -
WILLIAM CARREY UNIVERSITY
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