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Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
Certification
Accomplishments
Accolades
Generic
Ibrahim Bhim

Ibrahim Bhim

Dubai

Languages

Arabic
Intermediate (B1)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)

Summary

Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

17
17
years of professional experience
6
6
Certificate

Work History

Premier Customer Care Supervisor

Federal Express
Dubai
10.2019 - Current
  • Personable Premier Customer Care supervisor with background of effective leadership, excellent customer service
  • Strong ability to lead, motivate team by setting high expectations, treating everyone with respect
  • Effective communicator, demonstrated strong communication skills when discussing issues, answering questions with customers using various channels such as email communication, phone conversations with internal, external customers
  • Exceptional ability at providing top customer service and anticipating customer needs based on knowledge and experience in the industry
  • Oversee the Premier Customer Care department of about 26 employees and review call center standards with employees periodically to help achieve more successful customer service interactions and solutions
  • Oversee recruitment, hiring and experienced in delivering Trainings on FedEx systems, products, and knowledge
  • Experienced bringing years of quality performance in customer support supervisory roles
  • Skilled in mentoring and coaching team members to deliver exceptional service, performance-oriented strategies, customer care techniques and building team morale through effective communication and positive performance feedback
  • Accustomed defusing customer dissatisfaction and managing competing priorities with superior results while prioritizing customer satisfaction and loyalty
  • Experience is overseeing multiple tasks and managing employees successfully, Prioritize projects and multitask effectively to achieve project goals
  • Setting customer care goals for team members and helping them reach those goals
  • Developed and implemented various SOP's, Best practices for team members to streamline operations, standardize processes and effectively manage work to enhance customer care
  • Promote teamwork and positive employee engagement activities through internal/external team building activities for the team
  • Manage monthly, weekly, and quarterly Premier Customer Care and shipping metrics; evaluate error rates, call, and email volumes, and customer complaints; and develop and implement plans to correct deficiencies in service
  • Strengthen relationships with Worldwide Sales to optimize Premier Customer Care processes and procedures
  • Developed strong working relationship with teams to boost performance through quality audits, coaching to meet business objectives using People-Service-Profit philosophy
  • Facilitated effective departmental communication and coordination to drive productivity and customer care ratings
  • Supervising the daily operations of the Premier Customer Care department
  • Experienced with Microsoft Excel and Power point skills and prepared various service KPI reports, Business presentation for any topics – Quality Audits, Team performance presentation, Project presentation, and Dashboards
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Prepared work schedules based on staff availability and forecasted demands to optimize personal coverage
  • Gave extensive support to global key Premier Customer Care accounts managed by Worldwide Sales and Premier Customer Care
  • Gained expert knowledge of company operations and market conditions
  • Supported efficient handling of complex claims and followed up on open, denied completing required line items
  • Experienced in performing root cause analysis for customers, implement preventative actions, knowledge of inhouse automation reports reducing manual intervention of activities, Managing and maintain the list of key global accounts
  • To go on a regular visit to meet the customers alongwith Worldwide Sales to build strong relationships
  • And support new business opportunities PartSouq, Schneider, Honeywell, Emirates and Samsung
  • Organize alignment meetings with customers and concerns and elevate to the necessary departments and resolve and work out a process for their future business needs
  • Experienced with Project management and successfully driven successful Quality Driven Management Projects.

Customer Relations Specialist

Federal Express
Dubai
04.2011 - 09.2019
  • Extracting and providing KPI reports to management on Customer Experience scorecard on weekly basis to ensure case resolution times are achieved and further encouraged the back line support team to understand the measurements to bring the best out of them through continuous focus & motivation
  • Developed thorough understanding of best practice related to correct handling of escalated calls by taking calls on a periodic basis and using appropriate techniques and tools to understand the Customer's specific situation and find a workable solution that restores service and the Customer's satisfaction with FedEx
  • Strong knowledge in working on Business Objects which is a call center performance system that measures agent productivity base on the occupancy, number of calls answered, average talk time etc
  • Also responsible in extracting reports to understand the gap analysis impacting service levels and use Calabrio call recording application to listen agent's interaction with management presence and coach them to address corrective actions and improve productivity
  • Assisted Level 1 and Level 2 agents in developing IDP's (Individual Development Plan) for career progression using MS office application (MS Word)
  • Follow up with the Customer Technology team to ensure Automation results are constantly improving
  • Apart from performing routine day to day activities such as CERT (Customer Experience Recovery Team), also involve in willing to produce more by supporting colleagues on customer cases through emails and calls
  • Always provided alternate and innovative solutions there by achieving customer's loyalty and trust
  • Excellent Judgment & decision-making skills to seek win-win situation for our customers (locally and also in the GSP Markets), make sound decisions to strike a balance to retain customer loyalty and satisfaction
  • Managed a team with responsibility for the delivery of effective customer relationship management across a range of CE functions (call handling, problem resolution, claims, emails, chats etc.)
  • Used approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards
  • Experienced in delivering New Hire Call Center training to customer care team members
  • Resource Planning - Owned the WFM (Work force management) process by ensuring that input is aligned with the actual situation/needs (vacation, sickness, training etc.), and that updates are timely and accurate
  • Experienced in Identifying potential candidates with the external vendor to source manpower for temporary assignments within the Customer Care Department
  • Activities include, identifying the departmental requirements, reviewing resumes and interviewing the potential candidates, negotiating pricing and processing & renewing contracts
  • Participated in the implementation phase of local, EMEA and global projects
  • Used approved change management methods and tools to achieve required results
  • Promoted the importance and meaning of Customer Experience through regular communications
  • These include explaining the vision, benefits of Customer Experience, their role in achieving success, new processes or tools, progress updates etc
  • Gains commitment from individuals
  • Provide effective coaching to employees with the required competence to consistently deliver the Customer Experience
  • Managed the development process, including allocating appropriate resources (training, development plans) to close performance gaps
  • Supported structured learning and the mapping of progress through the completion of Competency Evaluation Templates, coaching records and formal development plans
  • Developed a good knowledge of the FedEx business (tactics, services, key processes, departmental systems and tools etc.)
  • Built a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and CE measurement.

Customer Relations Senior

Federal Express
Dubai
02.2008 - 03.2011
  • Maintaining effective communication with the team and share any new articles relating to system, application & technology through well-constructed communication also visited several key customers to promote the use of automation tools (fedex.com, FedEx insight, Global trade manager, FedEx Billing Online, Desktop tracking system etc.) including recommending ADHOC solutions to cater customer shipping needs
  • Actively involved in sharing technical expertise with colleagues at work to bring them up to speed on automation solutions, also led several Customer Experience initiatives such as Virtual Anna, Mediatrix launch etc
  • Excellent knowledge of the various system, applications & technology use within FedEx
  • Maintaining a healthy working relationship with all touch points (Sales, Customer Technology, and Hub) to gain their support in meeting good Customer Experience for our customers
  • Also actively involved in representing Customer Service during alignment meetings to address key pain points impacting Customer Experience
  • Listening to customer's feedback, taking responsibility of the situation to lead effective problem handling & resolution, always put the customer first and addresses any pain points effecting Customer Experience
  • Supporting the customer service management team by maintaining all customer service documentation for ISO and further liaise with management, Learning and Development team to ensure ongoing in agreed format
  • Involved in giving ideas/solutions to management team during Customer Service group meetings and developed several key intranet web applications such as Remote Pickup Number Retrieval System, Billing Authorization made easy etc
  • Benefiting call center agents to provide proactive info to customers further leading to save time processing manual intervention, avoid high hold times, impacting productivity etc
  • Actively supported with CERT (Customer Experience Recovery team functions) to make outbound calls such as scheduling pickups for various customers to ensure perfect package pickup is completed, handling complex customer tracking issues and handling claims through traces providing support to external departments such as Operations, Hub, Finance, Sales & GSP departments
  • Acquired ownership to handle irate customers while listening to customer concerns and work towards resolving them with appropriate actions whilst maintain Customer Experience
  • Acquired specialized knowledge in tools such as WFM (Workforce Management)1 source, COSMOS, FedEx CRM applications, People Soft applications- Oracle (HR, Query Logs)
  • Experienced in handling projects offering 11 years of success leading all phases of diverse business technology projects within Customer Service to use by Customer Service Agents or external for Customers.

Customer Relations Representative

Federal Express
Dubai
01.2006 - 01.2008
  • Experienced in handling trainings related to various technology used in Customer Service Department such as eGlue, FedEx CRM tool, FedEx online applications etc
  • Participated in the implementation phase of local, EMEA and global projects
  • Used approved change management methods and tools to achieve required results
  • Performed defined benchmarking and participates in approved initiatives for best practice replication
  • Promoted the importance and meaning of CE through regular communications
  • These include explaining the vision, benefits of Customer Experience, their role in achieving success, new processes or tools, progress updates etc
  • Develop full understanding of customer requirements through close contacts in order to maintain business development and to meet their automation needs
  • Experienced in handling escalated calls received from customers turning them to positive experiences, Recognized through awards/recognitions from functional departmental Managers to Officers, Directors
  • Always provided alternate and innovative solutions there by achieving customer's loyalty and trust
  • Working as a single point of contact for high revenue customers, to all their meet all their shipping needs
  • Developed a good knowledge of the FedEx business (tactics, services, key processes, departmental systems and tools etc.)
  • Built a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and CE measurement.

Customer Service Agent

Federal Express
Dubai
09.2005 - 12.2006
  • Desk rides with agents of different skill sets to understand different systems and technology used in Customer Service such as Pickups, Tracking, Billing, Quotes etc.
  • To perform the job and resolve customer queries
  • Desk ride with claims agent to understand their role and identified source of info recorded on excel application, provided automated solution and developed E-Claims application to allow claims agent to enter key details and there by info is saved on MySQL database on the backend, at front end the claims agent is allowed to save in.PDF, Excel etc.
  • To publish the dashboard providing visibility on damaged, missing shipments
  • Volunteered to work with Operations team on weekends to support on handling EK CLP shipments, Learnt various kind of scans applied on the shipments using manual super trackers
  • Successfully Developed FedEx Address Book Web Solution for Operations team to assist couriers in retrieving complete addresses for customer shipments held for bad addresses (incomplete mobile number, P.O
  • Box addresses etc.), print labels using thermal printer to apply on the shipment and deliver successfully to customer leading to improve outstanding Customer Experience
  • Received numerous Awards/Recognitions for the outstanding support provided to Operations Team
  • Thorough knowledge of various FedEx systems, other applications such as Faxes to send via WINFAX application, POD SMS to communicate SMS to customers for shipments held due to incorrect address, successful deliveries etc
  • Extended support to Business Customer Technology and Central IT support team on the successfully Launch of Single Point of Access (SPOA): Upgraded 2Care (Optimized call routing engine and replacement of VTO by GVP) enabling to dynamically add SPOA (Single Point of Access) skills to the call center and Enabled CT (Customer Technology) skill with Local IT for agents to receive CT (Customer Technology) skills
  • Experienced in handling follow ups for customers shipment held at origin for customs delays, incorrect address which require coordination, collaboration with various departments going above and beyond offering creative solutions to customers to make every experience outstanding for internal and external customers

Operations Service Agent

Federal Express
Dubai
01.2005 - 08.2005
  • Experienced and well versed with FedEx super trackers to scan packages and complete knowledge of FedEx Operations on different type of scans
  • Handled bulk shipment scanning for Emirates, AMLAK, Emaar shipments – inbound and outbound shipments
  • Designed and created FedEx Address Book application with the feature to print labels via thermal printer eliminating manual address correction forms
  • Designed and created FedEx Performance Tracker for Dubai Operations, Customer Care, Hub-Ramp for Middle East and India region to recognize employees for their contribution through various awards programs (Bravo Zulu, Customer Experience Bravo Zulu, You have been caught, Employee of the month, Super service agent, Customer Service of the month/Quarter/Year)

Software Developer

Parklane Publishers LTD
Dubai
09.2004 - 12.2004
  • Assisted in development of data driven CD-ROMS
  • Assisted in preparing documentation for the same
  • Developed a Dubai Industrial Directory in Lingo Scripting using Macromedia Director
  • Used V12 Database for managing the database within the CD-ROM
  • Significantly contributed to the team responsible for building an e-commerce site with complex back-end functionality using Macromedia Dream weaver, Cascading Style Sheet, JavaScript and ASP also concentrated on form design, database archiving and included SMS feature
  • Developed and designed site navigation for the Middle East Logistics Website using JavaScript and Cascading Style Sheet
  • Designing logos and banners according to client's brief for the Middle East Logistics website
  • Developed and Designed registration and login system for the Middle East Logistics website using Macromedia Dream weaver, Cascading Style Sheet, JavaScript and Active Server Pages

Education

Bachelor of Science, BS - Computer Information System

Manipal University
Dubai, UAE
12.2004

High School Diploma -

Our Own English High School
Dubai, UAE
03.2000

Skills

  • Decision-Making
  • Interpersonal Communication
  • Organization and Time Management
  • Excellent and Written Communication
  • Multitasking Abilities
  • MS Office
  • Team building, Team work and Collaboration
  • Analytical and Critical Thinking
  • Planning and Coordination
  • Problem-Solving

Timeline

Premier Customer Care Supervisor

Federal Express
10.2019 - Current

Customer Relations Specialist

Federal Express
04.2011 - 09.2019

Customer Relations Senior

Federal Express
02.2008 - 03.2011

Customer Relations Representative

Federal Express
01.2006 - 01.2008

Customer Service Agent

Federal Express
09.2005 - 12.2006

Operations Service Agent

Federal Express
01.2005 - 08.2005

Software Developer

Parklane Publishers LTD
09.2004 - 12.2004

Bachelor of Science, BS - Computer Information System

Manipal University

High School Diploma -

Our Own English High School

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

  • One-month training program: Cisco Certified Network Associate (CCNA) coaching program – May 20, 2012
  • Accredited three-day training program: CIAC management certification (People management) – Oct 3, 2013
  • Certified as Train the Trainer to facilitate business relevant training – April 3, 2018
  • FedEx QDM Practioner certified – June 16, 2020
  • Certified as SAFe 5 Practioner for Teams – May 10, 2022
  • FedEx QDM Expert Certified - July 25, 2022

Accomplishments

  • I played a major role in the execution and successful roll out of the following projects with over 17 years of experience in the call center specializing in Customer Services:
  • Virtual Anna FedEx E-MEISA Virtual Assistant
  • SPOA Launch (Single Point of Access)
  • SharePoint Developments (Development of MEISA Dubai team site, Root cause Analysis tool, Outage report etc.)
  • Automation
  • Saudi GSP Transition
  • FedEx Priority Alert
  • Developed web-based application and implemented for Customer Care such as Remote Pickup Number Retrieval System, Billing Authorization Made Easy, FedEx Address Book, E-claims, ECHR, C-Errors, Performance Tracker, Supply Control, Mediatrix, FSM lite, fedex.com, FedEx insight promotion to Customers
  • IP CISCO Telephone Installation with 2Care team
  • Implementation of Sales Hotline and Executive Desk inbox, Supported in implementing of various global projects such as eGlue, WinFax, online Chat, Co-Browsing, Amigo/Calabrio call recording tool,
  • Mohammed bin Rashid Al Maktoum Business Award (MRM Business Awards)
  • Bahrain Ops Integration
  • IVR, Orange to Purple reimaging Workstations
  • Virtual Desktop Image
  • Salesforce emails roll out, GC3 Implementation
  • Dual Support Training for both OPCOS (FedEx and TNT)
  • MEISA and AMEA Dashboard and Service Level for Customer Care performance
  • Quality Driven Projects:
  • Export Paperwork Trace Reduction project
  • MEISA Claims project
  • PartSouq Cage Reduction
  • MEISA Electronic Trade Documents (ETD) growth project
  • Robotic Process Automation project
  • FedEx-TNT integration project
  • Accolades

Accolades

Received recognitions through various Award platforms by delivering outstanding Customer Experience such as:

  • You Have Been Caught Award, Super-Agent of the month
  • Emirates Customer Loyalty Award, Bravo Zulu Award
  • Employee of the Month, Customer Service Agent of the Quarter
  • Perfect Attendance Award, Customer Experience Purple Promise Award
  • Customer Technology Customer Service Solutions Award
  • Best Call Center Technology Platform Award, Performance Tracker Program Award
  • Shukran vouchers from Customer Technology Department for Automation
  • Customer Service Agent of the Year, Sales Pride Award, Super Hero – GSP Saudi Transition Award (Abdul Latif Jamil GSP), Customer Experience Bravo Zulu Award – GSP Saudi Transition Award (Abdul Latif Jamil to SAB Express)
  • Bravo Award MEISA FY21 Q2 stars to the Commercial Team
  • Robotic Process Automation Quality Driven Management Bronze award certificate
  • MEISA Electronic Trade Documents (ETD) Growth Quality Driven Management Silver Award.

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