Summary
Overview
Work History
Education
Skills
Internship
Awards
Timeline
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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
MUJTABA MASOODCustomer Account Specialist