Utba Mahmood
Summary
- Airline Service Agent contributing 8 years of experience in customer service. Knowledge of airline operations and customer service strategies. Successful handling baggage, checking in passengers and conducting customer rapport. Collaborative and friendly known to go extra mile to deliver customer satisfaction, on a best-effort-basis.
- 7 Months experience with a global bank to deliver assistance and solutions to tackle and troubleshoot customer queries and issues. Basic understanding of credit card procedures and financial statements.
- Simple housekeeping duties
- Finding alternatives to keep complicated issues, simple and easy to digest
Overview
12
12
years of professional experience
Work History
Multimedia Library Assistant ( Part - Time )
Certis Cisco - NLB
Singapore
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.
Customer Service Officer (Contract) Contact Center
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.
Passenger Sales and Services Agent
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)
Sales Associate
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.
Higher Customs Officer II
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.
Sales Associate
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.
Education
Certificate - Herpetology
Amphibian Foundation
USA ( Online )09.2022
Diploma - Biotechnology
Republic Polytechnic
Singapore04.2009
High School Diploma -
Bedok Town Secondary School
Singapore12.2002
Skills
- Relationship Building
- Client Records
- International and Domestic Travel
- Airline Policies
- Data Confidentiality
- Microsoft Office
- Active Listening
- Basic Mathematics
- Needs Assessment
- Data Entry
Languages
Malay
Intermediate (B1)
English
Bilingual or Proficient (C2)
Timeline
Multimedia Library Assistant ( Part - Time )
Certis Cisco - NLB
03.2023 - Current
Customer Service Officer (Contract) Contact Center
DBS bank
09.2022 - 02.2023
Passenger Sales and Services Agent
SATS LTD.
04.2014 - 04.2022
Sales Associate
Guardian Pharmacy (Singapore)
01.2014 - 03.2014
Higher Customs Officer II
Singapore Customs
01.2013 - 11.2013
Sales Associate
Hudson News (Singapore)
03.2011 - 12.2012
Certificate - Herpetology
Amphibian Foundation
Diploma - Biotechnology
Republic Polytechnic
High School Diploma -
Bedok Town Secondary School