Usman Bin Raza

Customer-focused professional with over 7 years of experience delivering exceptional support through inbound and outbound operations for US and UK markets. Skilled in resolving complex customer issues, building strong relationships, and providing personalized solutions to ensure peak satisfaction. Dedicated to contributing to a team that prioritizes service excellence and customer care.

Auto Insurance Representative at A Telecommunication (2019-01 – 2021-12)

Managed high-volume outbound calls for US insurance customers

• Managed high-volume outbound calls via auto-dialer, assisting U.S. customers with insurance inquiries.
• Communicated complex policy details clearly while building rapport through active listening.
• Addressed customer concerns effectively and redirected inquiries to specialized teams to ensure a positive service experience.

B2B Customer Support Executive at LOOP (UK-Based Outsourcing) (2021-01 – 2022-12)

Conducted outbound outreach to UK businesses for lead identification and utility cost analysis

• Conducted outbound outreach to businesses in the UK to identify potential leads and analyze utility cost data.
• Updated and maintained accurate records in the CRM system to monitor client engagement and data.
• Coordinated with clients to review utility cases and facilitated their transition to cost-effective energy solutions.

Customer Care representative at BoroTaxis (UK-based inbounds) (2022-01 – Present)

Manage transport bookings and provide comprehensive customer support for individual and B2B clients

• Manage transport bookings for individual and B2B clients utilizing Autocab365
• Provide comprehensive customer support via phone, coordinating services for hospitals, schools, and corporate accounts.
• Mediate and resolve customer and driver issues to maintain smooth, reliable operations.
• Handles email support services and driver line calls.

SSC – Federal Board of Intermediate and Secondary Education (2014-01 – 2016-12)

FSC – Federal Board of intermediate and secondary education (2016-01 – 2018-12)