IHTHISHAM MUZAMMIL
Doha
Summary
Dynamic professional with over 10 years of extensive experience in banking, telecommunications, and hotel management, excelling in retail sales and customer relationship management. Proven track record in chargeback processing and fraud investigation, coupled with strong problem-solving abilities. Adept at training teams and enhancing customer satisfaction through effective complaint resolution and operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate - Naps, Chargeback & Authorization
Commercial Bank P.S.Q.C
Doha
10.2024 - Current
- Accountable for all aspects of credit card, debit card, and pay card chargeback cases, which are processed on a daily basis.
- Follow-up on chargeback raised task, to check the incoming received.
- Preparing financial voucher to credit/debit customer/suspend accounts in line with association guidelines.
- Closure of all activities assigned on the same day.
- Sharing best practices and scheme rules knowledge with peers.
- Handling all activities assigned by the line manager and department head.
- Ensuring all complaints are escalated to line management, and resolution is provided.
- Complying with company policies, procedures, and standards of ethics, integrity, and scheme regulations.
- Investigated discrepancies in transactions to identify fraudulent activities.
Senior Retail Advisor
Vodafone Qatar Q.S.C
Doha
12.2021 - 09.2024
- Assisted with training new employees on proper checkout procedures and customer service techniques.
- Maintained an organized store environment by stocking shelves, setting up displays, and keeping merchandise neat and tidy.
- Created solutions for any customer complaints in a timely manner while following established protocol.
- Prepared sales reports at the end of each shift detailing daily activities.
- Key SPOC person for retail 5G compliance.
- Took charge and managed store operational duties daily as a shift leader.
Retail Sales Advisor
Vodafone Qatar Q.S.C
Doha
04.2016 - 12.2021
- Greeted customers and provided excellent customer service.
- Operated cash registers to process transactions quickly and accurately.
- Assisted customers with product selection and purchase decisions.
- Initiated friendly conversation with customers to determine level of assistance required.
- Acquired sales (Prepaid and Post-paid SIM cards, Handsets, and/or Handset Accessories).
- Experienced Outdoor Sales Project for 2 years in Retail (Pearl Store)
Receptionist
Hotel Suisse
Kandy
08.2014 - 06.2015
- Greeted visitors and provided them with assistance.
- Always provided excellent customer service while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Organized travel arrangements for customers, including flights, hotels, and car rentals.
Executive Assistant
Radiant Info School
Kandy
01.2014 - 06.2014
- Performed data entry tasks into various software programs including MS Excel spreadsheets.
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
Education
BBA - Business Administration And Management
Adarsh Vishwa Vidyalaya - Edzip Education Consult
Doha07-2022
Food & Beverage Craft Level - Hotel, Tourism, And Restaurant Management
Sri Lanka Institute of Tourism & Hotel Management
Kandy11.2013
E-commerce - Information Technology
Radiant Info Institute
Kandy07.2013
High School - Successfully Completed General Certificate of Education (Ordinary Level)
Trinity College Kandy
Kandy12.2012
Skills
- CRM tools expertise
- Store maintenance
- Problem solving
- Troubleshooting
- Retail sales
- Chargeback processing
- Fraud investigation
- Customer relationship management
- Complaint resolution
- Team collaboration
- Hospitality services
Personal Information
- Date of Birth: 01/23/97
- Nationality: Sri Lankan
- Marital Status: Single
Certification
- The 7 Habits of Highly Effective People, by Franklin Covey, 2018
- Make the move from individual contributor to manager, LinkedIn, 10/01/21
- Critical thinking and problem solving, LinkedIn, 09/01/21
Accomplishments
- Top 5G hero in retail - July 2024
- Top performer Vodafone app downloads - 2017-2018
- Top Advisor, Vodafone app downloads - 2017
- Frontline hero - 2017
- Highest post-paid migration - 2017
- Best customer retainer for September 2016
- Top 3 trainees of retail induction and technical training - 2016
Activities
- Fire Warden/ Marshal Training, 2022, Enertech Safety Qatar
- Vodafone Way Of Care, 2016, Vodafone Qatar
Languages
Sinhalese
First Language
English
Proficient (C2)
C2
Tamil
Upper Intermediate (B2)
B2
Hindi
Beginner (A1)
A1
Malayalam
Elementary (A2)
A2
References
References available upon request.
Timeline
Associate - Naps, Chargeback & Authorization
Commercial Bank P.S.Q.C
10.2024 - Current
Senior Retail Advisor
Vodafone Qatar Q.S.C
12.2021 - 09.2024
Retail Sales Advisor
Vodafone Qatar Q.S.C
04.2016 - 12.2021
Receptionist
Hotel Suisse
08.2014 - 06.2015
Executive Assistant
Radiant Info School
01.2014 - 06.2014
BBA - Business Administration And Management
Adarsh Vishwa Vidyalaya - Edzip Education Consult
Food & Beverage Craft Level - Hotel, Tourism, And Restaurant Management
Sri Lanka Institute of Tourism & Hotel Management
E-commerce - Information Technology
Radiant Info Institute
High School - Successfully Completed General Certificate of Education (Ordinary Level)
Trinity College Kandy