About Me

Muhammad Junaid Mustafa
Abbottabad District, Khyber Pakhtunkhwa, Pakistan
mohammadjunaidmustafaa@gmail.com
+923167968696
linkedin.com/in/muhammad-junaid-mustafa-275087298

Summary
Customer Experience Advocate | x Careem | x Revolut | Bibliophile | Multitasker | Avid Trouble-shooter | MarketingGraduate | Ambivert with an Individualistic & Collective Mindset
30 years old esoteric, arcane and an obscure soul with a strong passion for reading, hiking & customer service.

Experience

Customer Support Executive – Careem Now
ibex
Aug 2023 – Dec 2023 (5 months)
– Assisted Careem customers, captains & partners in Dubai via voice interaction regarding orderdelivery issues, catalogue management and premium plans.
– Worked on Genesys, Confluence, JIRA, Google Maps, AI system and other internal tools to resolvethe cases.
– Handled simultaneous Urdu calls with Captains and English calls with customers & partners.
– Identified & resolved customers issues/ complaints within defined TAT’s while adhering to the policies.
– Ensured timely escalation, reporting and high retention level to facilitate everyone connected with Careem Now.

Customer Support Executive – Revolut
Mindbridge
Sep 2022 – May 2023 (9 months)
– Managed end-to-end customer chat/ email experience through effective customer relationshipmanagement and cross-functional collaboration with the Product & Operations department.
– Utilized in-depth understanding of product analytics tool, known as Looker, Backoffice to gain valuablecustomer insights to better convert, engage and retain users of the fintech giant Revolut.
– Collaborated with the Product team in effectively logging and escalating issues using Jira, Confluence,
Slack and other tools.

Accounts Receivable Executive
MedSol Tech (Pvt) Ltd.
Aug 2021 – Mar 2022 (8 months)
– Answered questions and resolved problems regarding medical billing activities of patients & doctors inOklahoma, USA.
– Checked eligibility and verification of patient’s health benefits from the websites insurance providers.
– Checked the status of claims by utilizing web portals, IVR & live calls.
– Followed up on unpaid/denied claims.
– Worked on Patients appointment calls/ scheduling.

Station Manager
Cable Net (Pvt) Ltd.
Feb 2021 – Jun 2021 (5 months)
– Managed a portfolio of key accounts for delivering client-focused solutions based on specific needsand requirements.
– Maintained strong sales pipeline through effective relationship building, account management and leadgeneration.
– Developed strong working relationships with clients to identify and assess their critical needs.
– Identified short and long term growth opportunities, explored new market segments and worked onnew areas expansion.
– Documented the feedback and handled the complaints of customers.
– As part of the team I climbed electric poles many times to help the team members.

Sales Trainee
Interwood Mobel (Pvt) Ltd.
Feb 2019 – Apr 2019 (3 months)
– Provided accurate information to the customers regarding product features, pricing and after-salesservices.
– Visited construction sites of clients to understand their needs, made presentations and advised themon products & solutions best suiting their needs with the support of the technical team.
– Conducted price and feature comparisons to facilitate purchasing.

Intern
Indus Motor Company Ltd
Jan 2017 – Mar 2017 (3 months)
– Overall responsibility for the front desk of Toyota Abbott Motors (Pvt) Ltd.
– Pre-delivery inspection of the vehicles.
– Assisted in making warranty books, daily stock report and provisional booking orders.

Education

COMSATS University Islamabad
Bachelor of Business Administration – BBA, Marketing
Sep 2013 – Jul 2018

Government College of Technology, Abbottabad
Diploma of Associate Engineer, Electrical Engineering Technologies/Technicians
Mar 2008 – Nov 2011

Licenses & Certifications

IELTS – British Council
Issued Dec 2012 – Expires Dec 2014
12PK008723MUSM602A

EF SET English Certificate 63/100 (C1 Advanced) – EF Standard English Test (EFSET)

Skills
Chronic Care Management (CCM) • Patient Care • Remote Monitoring • Customer Support • SpeedReading • Microsoft PowerPoint • Presentation Development • English as a Second Language (ESL) • Corporate Communications • Interpersonal Communication