Junaid Aamir
Manchester,OLD
Summary
Dynamic and results-oriented professional with extensive experience as a Customer Service Representative at Surgetrader. Skilled in leveraging technical troubleshooting and empathy to enhance customer satisfaction and loyalty. Demonstrated expertise in managing high-volume email correspondences, resolving complex issues, and driving continuous improvement initiatives. Proficient in using Zendesk and problem-solving techniques, consistently achieving high accuracy and efficiency in providing tailored solutions. Known for maintaining professionalism under pressure and ensuring positive customer experiences.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Surgetrader
09.2023 - 06.2024
- Maintained high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed high volume of emails daily, prioritizing tasks to efficiently address and resolve inquiries, ultimately enhancing customer satisfaction.
- Leveraged support tools and knowledge bases to resolve trader inquiries, using links and annotated screenshots for clear, step-by-step guidance.
- Created pre-written responses for frequently asked questions, personalizing each response with customer's name to ensure tailored and efficient service.
- Stayed informed on company products and services while identifying trends in customer concerns, reporting findings to management to drive continuous improvement initiatives.
- Reviewed trader accounts for evaluation phase rule violations, providing tailored responses to ensure compliance with trading strategies and risk management.
Optical Sales Associate
Optical Express
11.2022 - 08.2023
- Assisted customers in selecting frames and lenses based on prescription needs and style preferences, ensuring a personalized and satisfying experience.
- Resolved customer complaints with empathy, fostering loyalty and repeat business, while collaborating with team members to maintain a clean and visually appealing store.
- Educated customers on proper lens care practices, delivering energetic service and creating a positive impression of the business.
- Responded to customer requests for products, services, and company information, promptly addressing concerns to enhance satisfaction with accurate and helpful responses.
Customer Service Representative
Ipsos Interactive Services
09.2020 - 08.2022
- Managed high-stress situations and resolved customer disputes with empathy, maintaining professionalism and ensuring satisfactory resolutions for both customers and the company.
- Responded to customer inquiries about products, services, and company information, using strong product knowledge to offer tailored recommendations and boost loyalty.
- Enhanced customer satisfaction by addressing concerns promptly, handling escalated calls effectively, and providing accurate, helpful information, leading to repeat business.
Education
High School Diploma -
Hollingworth Academy
Greater Manchester06-2020
Skills
- Trading Platforms
- Live Chat Support
- Zendesk
- Ticketing System Management
- Technical Issues Analysis
- Technical Troubleshooting
- Liquidity Provider Coordination
- Problem-Solving Skills
Languages
English
Native language
Urdu
Beginner
A1
Timeline
Customer Service Representative
Surgetrader
09.2023 - 06.2024
Optical Sales Associate
Optical Express
11.2022 - 08.2023
Customer Service Representative
Ipsos Interactive Services
09.2020 - 08.2022
High School Diploma -
Hollingworth Academy
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