Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
Hi, I’m

MD Fahad Saleh

Bloomfield,NJ
MD Fahad  Saleh

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
years of professional experience

Work History

ERMC

Customer Experience Specialist
07.2024 - Current

Job overview

  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Regent Airways

Cabin Crew Member
05.2017 - 06.2021

Job overview

  • Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
  • Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.

Mutual Trust Bank

Customer Service Representative
04.2015 - 02.2017

Job overview

  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

University Development Alternative

Bachelor Of Business Administration from Marketing Management And Research
09.2020

360 Gap College

ABE MANAGEMENT from Business Administration
01.2011

Skills

  • CRM Software
  • Request management
  • Client Advocacy
  • Trend Monitoring
  • Data Management
  • Data Entry
  • Multi-line phone talent
  • Call Center Operations
  • Understanding Customer Needs
  • Teamwork and Collaboration
  • Customer Service
  • POS Systems and Ordering Platforms
  • Customer Retention Strategies
  • Quality Control
  • Direct Sales
  • Microsoft Exchange
  • Complaint resolution
  • Number wpm Typing Speed
  • Computer Skills
  • Following scripts
  • De-Escalation Techniques
  • Problem Resolution
  • Billing Adjustments and Refunds
  • Store maintenance
  • LiveChat Messaging
  • Salesforce CRM
  • Customer Relations
  • System implementation
  • Quality Assurance Controls
  • Product Knowledge
  • Account Management
  • Staff education and training
  • Database Management
  • Report creation
  • Customer Relationship Management (CRM)
  • Customer Account Management
  • Microsoft Office
  • Retail store support
  • Sales and Upselling
  • Order and Refund Processing
  • Product and service knowledge
  • Strategic sales knowledge
  • POS systems expert
  • Shipping procedures understanding
  • Administrative and Office Support
  • Regulatory Compliance
  • Sales Quota Achievement
  • Data Evaluation
  • Translation and Interpretation Services
  • Calm Under Pressure
  • Report Generation
  • Order Fulfillment
  • Sales Transactions
  • Order documentation
  • Professional telephone demeanor

Languages

Bengali
Full Professional
Hindi
Professional Working
English
Full Professional
Availability
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Timeline

Customer Experience Specialist

ERMC
07.2024 - Current

Cabin Crew Member

Regent Airways
05.2017 - 06.2021

Customer Service Representative

Mutual Trust Bank
04.2015 - 02.2017

University Development Alternative

Bachelor Of Business Administration from Marketing Management And Research

360 Gap College

ABE MANAGEMENT from Business Administration
MD Fahad Saleh