Utba Mahmood

Work History

Certis Cisco - NLB

03.2023 - Current

Shelf-reading and book-sorting to assist with patrons and library requirements.
Carry out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Finding alternatives to keep issues simple and hassle-free for patrons and staff alike.
Participated in team-building activities to enhance working relationships.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

DBS bank

09.2022 - 02.2023

Promoted company brand and unique offerings through personalized customer service.
Assisted call-in customers with questions and orders.
Offered basic technical support for clients on wide range of company products.
Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Communicated with clients regarding account services, statements, and balances.
Offered advice and assistance to customers, paying attention to special needs or wants.
Answered customer telephone calls promptly to avoid on-hold wait times.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Assisted customers by answering questions and responding to inquiries.
Placed outbound customer service or customer satisfaction calls to follow up on issues.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

SATS LTD.

04.2014 - 04.2022

Oversaw ticketing, gate and ramp services.
Escorted handicapped passengers from terminal to aircraft.
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
Monitored security and maintained operational protocols.
Checked in luggage and confirmed all carry-on items met federal guidelines.
Announced flight status updates and information about gate changes over PA system.
Assisted to clear passengers well-before Standard Time of Departure (STD)

Guardian Pharmacy (Singapore)

01.2014 - 03.2014

Engaged with customers to build rapport and loyalty.
Prepared merchandise for sales floor by pricing or tagging.
Helped customers locate products and checked store system for merchandise at other sites.
Enhanced product presentation and promotional material displays, working alongside retail representatives.
Processed product returns and assisted customers with other selections.
Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Solved customer challenges by offering relevant products and services.

Singapore Customs

01.2013 - 11.2013

Identified issues, analyzed information and provided solutions to problems.
Carried out day-to-day duties accurately and efficiently.
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Used Microsoft Word and other software tools to create documents and other communications.
Handled interactions per day to address customer inquiries and concerns.
Improved operations through consistent hard work and dedication.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Maintained energy and enthusiasm in fast-paced environment.
Resolved problems, improved operations and provided exceptional service.
Learned new skills and applied to daily tasks to improve efficiency and productivity.

Hudson News (Singapore)

03.2011 - 12.2012

Engaged with customers to build rapport and loyalty.
Prepared merchandise for sales floor by pricing or tagging.
Helped customers locate products and checked store system for merchandise at other sites.
Enhanced product presentation and promotional material displays, working alongside retail representatives.
Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
Provided positive first impressions to welcome existing, new and potential customers.
Solved customer challenges by offering relevant products and services.
Increased sales by offering advice on purchases and promoting additional products.
Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Recommended accessories and complementary purchases to boost revenue.