Muhammad Affan Akmal
Senior Customer Support Executive
Karachi,Sindh
Summary
Customer service professional with over two years of experience as a Senior Customer Support Executive, skilled in managing multichannel customer interactions (chat, SMS, email, and phone) and resolving inquiries promptly to ensure high customer satisfaction. Proficient in overseeing dispatch operations, optimizing delivery routes, and reducing costs to enhance operational efficiency. Strong expertise in blending customer support and logistics to drive organizational success and maintain budgetary goals.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Customer Support Executive - Promoted to Senior Customer Support Executive And Dispatcher
BRANDIGO
Karachi, Sindh
01.2022 - Current
- In my current role as Senior Customer Support Executive, my primary responsibility involves engaging with customers online to ensure a seamless and positive experience with our products and services
- I respond promptly and professionally to customer inquiries, concerns, and requests, demonstrating a commitment to exceptional customer service
- Significant aspect of my role is issue resolution, where I specialize in troubleshooting and efficiently resolving customer problems or complaints
- Furthermore, I take proactive measures to educate customers about our product features, usage guidelines, and best practices
- Handled and managed over 50 customer calls daily, ensuring prompt issue resolution, maintaining high levels of customer satisfaction, and effectively managing time in a fast-paced environment.
- Listen to customers' questions and concerns to provide answers or responses.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Optimized Route Planning: Strategically designed driver routes to minimize travel time and fuel consumption, reducing company costs and enhancing operational efficiency.
- Cost Savings Implementation: Implemented route strategies to avoid unnecessary tolls and reduce fuel expenses, resulting in significant cost savings for the company.
- Driver Coordination: Ensured clear communication with drivers to streamline deliveries, prevent delays, and improve overall productivity.
Project Manager
KIDZLIM LLC
Karachi, Sindh
01.2021 - 01.2022
- Managed operations at KIDZLIM LLC, a UAE-based company, from its Karachi office. Supervised a team of six, including two developers (frontend and backend) and a creative team comprising a graphic designer, content writer, illustrator, and 3D animator. Successfully coordinated tasks to ensure seamless operations and timely project delivery.
Email Marketing - Cold Emailing
Freelance
Karachi, Sindh
02.2020 - 12.2020
- Managed multiple simultaneous email campaigns from start to finish.
- Optimized click-through rates with engaging calls-to-action and visually appealing email designs.
- Understood and anticipated customer needs to develop targeted campaigns.
- Responded to approximately 200 emails daily, with 50-60 focusing on sales-related call-to-action, ensuring timely and professional communication to drive conversions and maintain customer satisfaction.
Education
Bachelor of Arts - Political Science
University of Karachi
Karachi 01.2024 - 12.2024
Skills
Customer inquiry management (CIM)
Employee of the month
Recognized as Employee of the Month at Brandigo for delivering exceptional customer support and effectively managing refund cases. Successfully balanced customer satisfaction with the company's financial interests, ensuring resolutions that upheld customer loyalty while minimizing losses for the organization.
Timeline
Bachelor of Arts - Political Science
University of Karachi
01.2024 - 12.2024
Customer Support Executive - Promoted to Senior Customer Support Executive And Dispatcher
BRANDIGO
01.2022 - Current
Project Manager
KIDZLIM LLC
01.2021 - 01.2022
Email Marketing - Cold Emailing
Freelance
02.2020 - 12.2020
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