Zohaib Abbas

Dedicated and results-driven Customer Service Professional with over 6 years of international and domestic experience in client-facing roles, security operations, and complaint resolution. Proven track record of enhancing customer satisfaction at major global organizations, including TikTok/ByteDance and Securitas LLC in Dubai. Adept at active listening, analytical problem-solving, and managing CRM databases to streamline operations.

Committed to delivering top-notch oral and written communication while enforcing procedural compliance in fast-paced multinational environments.

CUSTOMER SERVICE ASSOCIATE - TikTok / ByteDance UAE - Dubai, UAE (Remote/Onsite)

(2024-12)

• Manage a constant high volume of inbound customer inquiries with professional efficiency, consistently maintaining minimal wait times.
• Streamline call-handling procedures to dramatically decrease on-hold durations and optimize the overall caller user experience.
• Maintain accurate and highly detailed records of client profiles by updating database management systems in real-time.
• Deliver customized technical solutions and professional guidance to users, accommodating special service requests and escalations.
• Provide proactive follow-ups on consumer feedback and system suggestions to internal product teams to foster platform loyalty.

SECURITY OFFICER CUM CUSTOMER SERVICE REPRESENTATIVE - Securitas LLC - Dubai, UAE

(2020-01 - 2024-12)

• Successfully managed client relations and facility security, resolving public complaints through structured corporate procedures and strategic follow-ups.
• Developed and executed proactive customer service initiatives to improve building entry reception flows and reduce visitor waiting times.
• Enforced strict organizational safety regulations, performing thorough screening of individuals and preventing unauthorized entry into restricted zones.
• Compiled accurate, comprehensive incident logs and corporate reports tracking property logistics, security breaches, and asset damage.
• Served as a primary point of contact for emergency response, leveraging specialized certifications to coordinate with local law enforcement and first responders.

Matriculation - Hashmat Memorial School (2007-01)