Mubeen

Customer Service Agent

Teleperformance • Freelance

Apr 2025 - Present • 1 yr 1 mo

Handled high-volume inbound and outbound customer interactions across phone, email, and chat channels. Resolved customer inquiries, complaints, and service requests in a timely and professional manner. Maintained accurate records of customer interactions and transactions in CRM systems. Provided product and service information to guide customers toward appropriate solutions. Escalated complex issues to relevant departments while ensuring proper follow-up. Met or exceeded key performance indicators, including response time, resolution rate, and customer satisfaction. Identified customer needs and delivered tailored solutions to enhance overall experience Collaborated with cross-functional teams to address service gaps and improve processes Adhered to company policies, quality standards, and compliance requirements during all interactions. Assisted in onboarding and supporting new team members with process guidance and best practices.

Customer Service Agent

Abacus Consulting • Fulltime

Apr 2021 - Present • 5 yrs 1 mo

Delivered high-quality customer support via email, live chat, and phone, ensuring timely and accurate resolution of inquiries Managed high-volume email support queues, addressing client queries, complaints, and service requests with quick turnaround times Provided real-time live chat support, improving customer engagement, satisfaction, and conversion rates Handled inbound and outbound calls, maintaining professional communication and resolving customer concerns effectively Processed orders, refunds, cancellations, and returns while ensuring accuracy and customer satisfaction Resolved customer complaints and escalations using a problem-solving approach and strong communication skills Maintained detailed records of customer interactions using CRM systems (Zendesk, Gorgias, Intercom, Freshdesk) Monitored and responded to social media messages and comments, ensuring consistent brand voice and engagement Identified recurring issues and provided feedback to improve customer experience and service processes Achieved and maintained KPIs including response time, resolution time, and customer satisfaction (CSAT) Supported e-commerce operations, including order tracking, shipping updates, and dispute resolution Collaborated with cross-functional teams to ensure seamless customer journey and issue resolution

Certified Resume Writer

TalentInc. • Freelance

Mar 2015 - Present • 11 yrs 2 mos

Crafted tailored ATS-optimized resumes, cover letters, and LinkedIn profiles aligned with client career goals and industry standards Conducted in-depth client consultations to gather career history, achievements, and target job requirements Transformed complex career information into concise, impactful, and achievement-driven content Optimized resumes with relevant keywords and industry-specific terminology to improve applicant tracking system (ATS) performance Developed compelling professional summaries and value propositions to enhance candidate positioning Edited and enhanced existing resumes to improve clarity, structure, and overall presentation Delivered customized documents for clients across diverse industries including IT, finance, healthcare, and executive leadership Ensured consistency in formatting, tone, and branding across all career documents Provided strategic guidance on job search, personal branding, and LinkedIn optimization Maintained high client satisfaction through timely delivery, revisions, and quality assurance Researched industry trends and hiring practices to create market-aligned and competitive resumes Collaborated with clients to highlight quantifiable achievements, core competencies, and career progression