Tahur Usman
Sugar Land,TX
Summary
Over 11 years of customer support experience specializing in chat and email ticket resolution. Proven ability to excel in fast-paced environments while adapting to last-minute changes. Consistently recognized for high-quality work and efficiency under pressure.
Overview
2
2
Languages
1
1
Certification
11
11
years of professional experience
Work History
Remote Licensed Insurance Specialist
Concentrix
Houston, Texas
02.2026 - Current
- Analyzed coverage options and recommended solutions for clients.
- Reviewed policy documents for compliance with company standards, ensuring adherence to regulations.
- Collaborated with team members to effectively resolve customer inquiries, enhancing overall customer satisfaction.
- Handled customer inquiries via email to ensure effective communication and support.
- Maintained detailed records of client interactions and transactions to support accurate reporting and follow-up.
- Managed ticketing system to track and prioritize support requests.
Remote Customer Support
STAR FURNITURE COMPANY
Houston, Tx
09.2022 - 05.2024
- Provided technical support via phone, email, and remote access tools to customers and internal users.
- Provided technical assistance through phone, chat, and email support for customers.
- Resolved customer complaints and inquiries effectively, contributing to increased customer satisfaction.
- Delivered fast, friendly service for routine inquiries and service complaints, fostering positive customer experiences.
- Trained new hires on customer service procedures and best practices, enhancing overall team capabilities.
Hybrid Guest Experience Manager
Ashley Home Furniture
Sugarland, TX
09.2021 - 09.2022
- Coordinated with cross-functional teams to address complex customer concerns, improving collaboration and problem-solving.
- Monitored customer service team performance, guiding team members on effective strategies for handling challenging situations.
- Resolved escalated customer issues, achieving timely resolutions that enhanced customer satisfaction.
- Oversaw documentation of escalation cases for future training and reference.
Clinique Counter Manager
Dillard's Retail
Pearland, Tx
03.2021 - 08.2021
- Attracted new clients through brand promotion and sales strategies, expanding customer base and increasing counter visibility.
- Trained and mentored team members on customer service best practices and product knowledge, improving team confidence and customer interactions.
- Managed daily operations of cosmetics counter, ensuring product availability and appealing presentation to enhance customer experience.
Sales Associate
Pandora Jewelry
Sugar Land, Texas
08.2020 - 03.2021
- Achieved sales targets by collaborating with team members to enhance customer experience.
- Trained new associates on store procedures and customer engagement strategies.
- Managed inventory by restocking shelves and tracking supplies to ensure product availability.
- Processed credit card applications using company-specific software systems, contributing to streamlined customer transactions.
Assistant Manager
Cherry Hills Photography
Sugar Land, Texas
11.2015 - 04.2020
- Managed daily operations and scheduling for photography sessions and staff.
- Supervised daily operations including scheduling shifts, assigning duties.
- Trained new staff on customer service standards and studio procedures.
- Managed customer service inquiries and complaints in a timely manner.
Education
Associate of Science - Criminal Justice
Houston City College
Houston, TX08-2025
High School Diploma -
Taylor High School
Houston, TX05-2019
Skills
- Policy analysis and compliance
- Customer relationship management
- Ticketing system administration
- Mac OS proficiency
- Document handling
- Email communication
Software/CRM
- Salesforce
- Zendesk
- HubSpot
Languages
English
Native/ Bilingual
Urdu
Professional
Certification
- Property and Casualty
Timeline
Remote Licensed Insurance Specialist
Concentrix
02.2026 - Current
Remote Customer Support
STAR FURNITURE COMPANY
09.2022 - 05.2024
Hybrid Guest Experience Manager
Ashley Home Furniture
09.2021 - 09.2022
Clinique Counter Manager
Dillard's Retail
03.2021 - 08.2021
Sales Associate
Pandora Jewelry
08.2020 - 03.2021
Assistant Manager
Cherry Hills Photography
11.2015 - 04.2020
Associate of Science - Criminal Justice
Houston City College
High School Diploma -
Taylor High School