Ahtisham Dar

Experience

• 

  TPL Trakker Ltd.

  Jun 2008 - May 2010

  Customer Relationship officer/ Control Room Officer

  Operated on CRM, Handled GIS and Google maps, used CISCO calling softwareAnswer confidently and find appropriate solutions to customers' problemsTo initiate conversation to uncover customers' needsBecame the lead "go-to" person, particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employeesResponded to customer requests for products, services and company information.Answered customer telephone calls promptly to avoid on-hold wait times.Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.Effective liaison between customers and internal departments. Show less

• 

  Falcon-i

  Jul 2010 - Oct 2012

  Customer Relationship Officer & Trainer

  Educated clients on proper use of products and systems.Handled GIS and Google maps, VICIdial and Avaya calling software maintain MIS with Departmental AuditsProvided telephonic, online and face-to-face customer service/supportManaged a high-volume workload within a deadline-driven environment.Supported productivity increase and business growth through new hire training and mentoring.Contributed to reductions in employee turnover by revamping training programs.Developed effective training plans based on department needs and objectives. Show less

• 

  Protege Global

  Oct 2012 - Feb 2013

  Recruitment and T& OD Executive

  • Led end-to-end recruitment, onboarding, and talent development strategies while also conducting structured training sessions focused on professional growth and competency building.• Designed and conducted training programs to enhance employee skills and performance, fostering a culture of continuous learning and professional development.

• 

  Sybrid Private Limited

  Apr 2013 - Apr 2014

  Accounts Executive

  • Managed 3 key account portfolios worth $600,000, optimizing revenue streams.• Increased customer base by 100% through strategic client engagement and service excellence.• Dealt on behalf of customers with insurance companies, resulting in mutually beneficial agreements and cultivated relationships.

• 

  Gerry’s International, Licensee of FedEx

  Apr 2014 - Mar 2025

  • Spearheading customer service operations, ensuring industry-leading service standards.• Inducted into the Senior Leadership Team, contributing to strategic decision-making and company growth initiatives.• Led initiatives that resulted in an increase in customer satisfaction scores and a reduction in service escalations.• Developed and executed innovative customer engagement programs, improving retention year-over-year.• Implemented AI-driven automation in customer service, optimizing response times and service efficiency.• Launched leadership training programs, enhancing team productivity and performance. Show less

  • Head of Customer Service

    Sept 2024 - Mar 2025

  • Customer Care Manager

    Sept 2018 - Sept 2024

  • Deputy Manager, CS

    Apr 2014 - Sept 2018
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  FedEx

  Apr 2014 - now

  Head of Department