MUJTABA MASOOD
Customer Account Specialist
Prague
Summary
Dedicated and accomplished master's graduate in Media and Communication with a proven track record in customer account management, sales, and client relations. Proficient in handling end-to-end account operations, developing customer satisfaction strategies, and driving sales growth. Skilled at thriving in fast-paced environments, fostering cross-functional collaboration, and ensuring compliance with regulatory standards.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
6
6
Languages
Work History
CUSTOMER ACCOUNT SPECIALIST & PRODUCT ADVISOR
EXXONMOBIL
08.2022 - Current
- Direct overall customer account facets of the company, including supply chain and logistics, order management, invoicing, and issue resolution, managing over 60 accounts across multiple regions (EMEAF)
- Collected and analyzed data to learn more about consumer behavior.
- Drafted reports to keep staff informed of progress.
- Communicated with clients daily to understand needs and explain product value.
- Assisted in the onboarding process for new customers, providing comprehensive support during account setup.
- Collaborated with team members to improve overall customer service experience.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
SALES DEVELOPMENT REPRESENTATIVE
KEEPTRUCKIN
04.2021 - 10.2021
- Educated fleet managers and drivers regarding company requirements
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Achieved and exceeded monthly and annual sales targets by 20%.
- Developed successful strategies for identifying and converting prospective clients to long-term customers.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
CLIENT SERVICE REPRESENTATIVE (WESTERN UNION)
IBEXGLOBAL
01.2020 - 12.2020
- Utilized Western Union portals to direct local and international transactions for clients based in the US and Canada
- Streamlined company internal processes by investigating unauthorized and fraudulent charges
- Increased client satisfaction by ensuring a seamless transaction process and answering resolving more than 100 queries a day.
- Escalated and coordinated with internal teams to get the transactions cleared smoothly
- Investigated and provided documentation for fraudulent transactions
CLIENT SERVICE REPRESENTATIVE
I2CINC
03.2019 - 12.2019
- Complied with company terms and regulations to resolve disputed transactions received by debit, credit, and gift cards
- Coordinated with fraud protection teams and senior executives and investigated scams
- Collaborated with senior management and reviewed and escalated unauthorized charges
- Educated customers about billing, payment processing and support policies and procedures.
Education
Master of Arts - Society, Media and Communication
Charles University
Prague 08.2021 - Current
Bachelor of Arts Degree - Mass Communication, Major in Advertising and Public Relations, Minor in Education & Sociology
Forman Christian College, A Chartered University
Lahore 01.2016 - 01.2020
Skills
Problem Resolution, Research & Data Analysis, Team Building & Leadership
Customer Satisfaction, Relationship Management, Interpersonal Communication
Regulatory Compliance, Sales Planning, Data Analysis & Visualisation
Ticketing Systems, Amazon Connect, Salesforce, ZenDesk, Power BI, CRM
Marine-Tracking System, SAP, Microsoft PowerPoint, Microsoft Word, Outlook, Microsoft Excel
Internship
- Email Support Representative, Mind Bridge, 2017
- Fund-Raising and Social Work, Ali Ejaz Foundation, 2016
Awards
- Merit Scholarship of the Faculty of Social Science, Charles University, 2021
- Publication Director for Character Building Society (FCCU), 2019 - 2020
- Public Relations Manager for Character Building Society (FCCU), 2018 - 2019
- Won Debating Competition for Concordia College, 2014
Timeline
CUSTOMER ACCOUNT SPECIALIST & PRODUCT ADVISOR
EXXONMOBIL
08.2022 - Current
Master of Arts - Society, Media and Communication
Charles University
08.2021 - Current
SALES DEVELOPMENT REPRESENTATIVE
KEEPTRUCKIN
04.2021 - 10.2021
CLIENT SERVICE REPRESENTATIVE (WESTERN UNION)
IBEXGLOBAL
01.2020 - 12.2020
CLIENT SERVICE REPRESENTATIVE
I2CINC
03.2019 - 12.2019
Bachelor of Arts Degree - Mass Communication, Major in Advertising and Public Relations, Minor in Education & Sociology
Forman Christian College, A Chartered University
01.2016 - 01.2020
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