Muhammad Faisal

Results-driven professional with over 10 years of experience in customer service, retail sales, business development, and event sales across diverse industries including telecommunications, retail, and management consulting. Proven track record in achieving sales targets, building client relationships, and leading high-performing teams. Adept at identifying business opportunities, resolving customer issues, and delivering tailored solutions to drive revenue growth.

Strong communication, leadership, and organizational skills with a focus on delivering exceptional customer experiences.

Back Office Executive – SquareTrade (Major Appliance Campaign) at IBEX Pakistan (2025-04 – Present)

• Manage and resolve customer support tickets related to major appliance warranties through backend systems and tools
• Utilize Salesforce CRM for tracking, updating, and managing customer interactions, claims, and support cases efficiently
• Process warranty claims, replacements, reimbursements, and handle follow-ups for pending resolutions
• Coordinate with internal departments and U.S.-based vendors to ensure timely issue resolution and claim processing
• Maintain a high level of data accuracy, confidentiality, and adherence to workflow protocols and SOPs
• Support the U.S. client base by delivering quality backend operations, minimizing escalation rates
• Ensure ticket SLA compliance, and contribute to customer satisfaction through precise and prompt backend handling
• Generate and audit reports to monitor case status, identify trends, and escalate complex cases as needed
• Adapt to campaign updates and maintain detailed knowledge of SquareTrade product offerings and warranty terms
• Collaborate with front-end teams to ensure seamless end-to-end customer experience
• Met and exceeded performance metrics such as AHT (Average Handling Time), and QA (Quality Assurance) scores

BPO Agent at N-Telecom Pvt. Ltd (2024-01 – 2025-03)

• Provided customer support for a US-based medical insurance campaign, assisting clients with policy inquiries, claim status, benefits eligibility, and coverage details
• Processed and resolved issues related to policy renewals, premium payments, and prior authorizations
• Educated customers on health plans, deductibles, co-pays, and in-network vs. out-of-network provider coverage
• Utilized CRM tools and insurance platforms to document customer interactions, manage case logs, and track resolutions
• Met and exceeded performance metrics such as AHT (Average Handling Time), CSAT (Customer Satisfaction), FCR (First Call Resolution), and QA (Quality Assurance) scores
• Coordinated with internal departments and insurance carriers to escalate and resolve complex policy or claims issues
• Demonstrated empathy, patience, and professionalism in assisting clients during health emergencies or claim disputes
• Ensured 100% compliance with data security, regulatory standards, and insurance policy protocols
• Adapted quickly to changing campaign guidelines, updated insurance regulations, and internal system upgrades

Customer Services Executive at Edara (Du Telecom), UAE (2019-01 – 2023-05)

• Delivered exceptional customer service by addressing inquiries, resolving complaints, and providing accurate information
• Promoted and sold telecom products and services, achieving individual and team sales targets
• Built strong customer relationships by identifying needs and offering tailored solutions
• Maintained a high level of professionalism in all customer interactions, ensuring customer satisfaction
• Contributed to the overall sales goals of the team through proactive sales strategies

Senior Retail Sales Associate at Apparel Group, Dubai, UAE (2016-04 – 2018-04)

• Managed retail operations, including setting and monitoring weekly and monthly sales targets
• Supervised and trained sales staff to ensure adherence to organizational standards
• Resolved customer service issues and complaints, maintaining high levels of customer satisfaction
• Analyzed sales performance through daily and monthly reports, implementing improvements as needed
• Oversaw advertising and promotional displays to enhance product visibility and drive sales

Corporate Key Account Executive at Ecommerce Gateway Pvt. Ltd, Pakistan (2015-01 – 2015-11)

• Coordinated with senior-level speakers and experts to facilitate their participation in exhibitions
• Developed and executed revenue generation strategies, achieving sales forecasts and projections
• Built and maintained relationships with key accounts, driving sales for portfolio events
• Led team-building initiatives, providing feedback and monitoring performance to ensure success
• Managed the sales cycle from planning to execution, ensuring profitability for each exhibition

Team Leader – Delegate Sales at Marcus Evans Pvt. Ltd, Pakistan (2012-03 – 2014-12)

• Led a team in delegate sales for large-scale events across APAC, Middle East, Africa, and Europe
• Set individual and team targets, ensuring achievement of sales KPIs
• Conducted lead generation and managed relationships with C-level executives (CEO, MD, VP)
• Collaborated with top management to endorse and promote events, driving revenue growth
• Provided training and skill development to team members, enhancing overall performance

M.Sc. in Mass Communication – National University of Modern Languages, Islamabad, Pakistan (2011)