Md Shoaib
Tallinn
Summary
Dedicated and highly motivated customer service professional committed to delivering exceptional customer experiences. Possessing excellent communication skills, I excel in understanding and addressing customer needs effectively. With demonstrated expertise in managing inquiries, resolving complaints, and ensuring overall satisfaction, I am proactive and detail-oriented. I have a proven track record of exceeding performance targets and building long-lasting customer relationships. Committed to providing personalized service, I consistently go the extra mile to meet and exceed customer expectations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Associate
Starship-Tallinn
08.2022 - Current
- Customer and Merchant Support is responsible for providing in-depth support to starship customers and partners
- The rounded Customer Support Associate who will be the primary point of contact for the customers and partners
- The responsibilities include assisting them in resolving any problems they encounter either through live chat or phone calls
- Handle customer and partner requests via chat or calls, work with internal tools; Zendesk, Slack, Confluence
- Reporting customer or partners feedback to relevant teams.
- Responded to customer requests for products, services, and company information.
Bolt Taxi Operations Service
Bolt – Tallinn
06.2020 - Current
- Upheld high service standards to build customer loyalty
- Providing a friendly and welcoming environment, addressing customer needs, and ensuring a positive experience
- Listening actively, communicating clearly, and providing clear instructions or information
- Analyzed peak times and adapted shifts to meet customer demands.
Player and Dedicated Trainer
Tallinn Rising Stars Cricket Club – Tallinn
10.2019 - Current
- Implementing effective communication strategies to promote the cricket club, engage with stakeholders, and enhance its brand image
- Managing social media platforms, creating engaging content, and growing the club's online presence
- Organizing and executing cricket events, tournaments, fundraisers, or social activities, demonstrating attention to detail and ability to manage logistics.
- Mentored younger players, offering guidance on technique, strategy, and sportsmanship principles.
- Increased overall team morale through regular social events designed to strengthen interpersonal relationships among teammates.
- Supported injured players throughout their recovery process by developing modified training plans suited to their limitations while still fostering skill development.
- Managed full-time sports career while simultaneously finishing undergraduate studies.
Cricketer for Estonia's National Team
ECA
08.2015 - Current
- Implemented video analysis of opponents'' gameplay patterns, enabling targeted preparation for upcoming matches.
- Mentored junior cricketers with personal experiences and insights facilitating their growth as athletes.
- Raised awareness about cricket within local communities participating in various promotional activities and engaging fans.
- Adapted quickly to changing game plans and strategies.
- Applied discipline and sense of responsibility toward all team and personal activities.
Supplier Tour Coordinator
Kuoni Tumlare – Tallinn
02.2019 - 03.2019
- Efficiently prepared bookings, confirmations, request replies, and special arrangements for diverse group and series tours
- Ensured cancellations were promptly secured within the designated deadline, effectively managing the process
- Implemented rigorous double-checking procedures and coordinated various services to guarantee seamless operations
- Maintained regular and comprehensive communication with Sales and local offices, providing them with updated information on tour operations.
Customer Service Specialist
Booking.com – Tallinn
05.2018 - 01.2019
- Effectively resolved critical situations by addressing customer concerns and finding satisfactory solutions, maintaining a calm and professional demeanor throughout the process
- Demonstrated meticulous attention to detail when handling payment-related matters, especially when customers provided incorrect information, ensuring accuracy and compliance with established policies
- Actively followed up with customers regarding modifications and cancellations, providing timely updates on the status of their requests, fostering transparency and maintaining a high level of customer satisfaction
- Liaised with hotel front desk staff and escalated issues to management levels when necessary, displaying excellent communication skills and ensuring prompt resolution of mass issues
- Showed genuine care for customer satisfaction, going above and beyond to exceed their expectations and enhance their overall experience with a strong commitment to providing exceptional service.
Senior Sales and Marketing Executive
Runner Group – Dhaka, Bangladesh
12.2014 - 08.2015
- Proficient in effectively resolving critical situations by promptly addressing customer concerns and finding satisfactory solutions, while maintaining a composed and professional demeanor
- Exercised meticulous attention to detail in managing payment-related matters, particularly when customers provided incorrect information, ensuring strict adherence to established policies to maintain accuracy and compliance
- Demonstrated a proactive approach in communicating with customers, diligently following up on modifications and cancellations, and providing timely updates on the status of their requests to ensure transparency and foster a high level of customer satisfaction.
Volunteer Fundraiser
Alzheimer's society UK – London
01.2013 - 12.2013
- Demonstrated expertise in planning, organizing, and executing successful fundraising campaigns to support the mission of the Alzheimer's Society UK
- Proven ability to build and maintain strong relationships with donors, sponsors, and supporters, fostering long-term engagement and commitment to the cause.
Education
B.A hons - Business Management
London School of Management - London, United Kingdom
10.2014
Skills
- Team building & Multitasking abilities
- Excellent work ethic Organization and Time management
- Detail-oriented analytical skills
- Outstanding verbal and written communication
- Customer oriented ability to resolve complex customer issues
Certification
- English LISTENING B2
- READING B2
- WRITING B2
- SPOKEN PRODUCTION B2
Timeline
Customer Support Associate
Starship-Tallinn
08.2022 - Current
Bolt Taxi Operations Service
Bolt – Tallinn
06.2020 - Current
Player and Dedicated Trainer
Tallinn Rising Stars Cricket Club – Tallinn
10.2019 - Current
Supplier Tour Coordinator
Kuoni Tumlare – Tallinn
02.2019 - 03.2019
Customer Service Specialist
Booking.com – Tallinn
05.2018 - 01.2019
Cricketer for Estonia's National Team
ECA
08.2015 - Current
Senior Sales and Marketing Executive
Runner Group – Dhaka, Bangladesh
12.2014 - 08.2015
Volunteer Fundraiser
Alzheimer's society UK – London
01.2013 - 12.2013
B.A hons - Business Management
London School of Management - London, United Kingdom
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