Dweet
Dweet

Mohammad Ismail

Customer Care Advisor
About

As a diligent and adaptable individual, I have cultivated a diverse skill set through my academic pursuits and work experiences. My journey, spanning from roles in the retail and telecommunication sector to my most recent academic pursuit, of a ‘Bachelor of Law’ degree at City, University of London, has honed my ability to excel in fast paced environments while fostering personal growth and resilience. I have excelled in customer- facing positions and demonstrated proficiency in communication, customer-service, problem-solving amongst other skills. Additionally, my achievements in academia reflect my commitment to continuous development and I am eager to leverage my multifaceted skillset and contribute effectively to achieve a wider goal of a company.

Previous Brands
Konecta
Boots
ARTISAN PEOPLE
PROMAN
Work Experience
Customer Care Advisor
Jan ‘23 - Dec ‘23
Konecta

• Delivered prompt and effective responses to customer inquiries regarding plans, returns, labels, and refunds, ensuring adherence to Service Level Agreements (SLAs) for timely and efficient resolutions. Maintained high Customer Satisfaction (CSAT) scores by providing friendly, solution-focused support via Zendesk (CRM) and phone. • Processed and managed customer orders through Shopify, offering expert product advice and seeking to ensure a fulfilling customer experience. • Managed data with accuracy and confidentiality, including customer banking information, using Microsoft Excel as well as refund logging and return tracking, contributing to streamlined data management practices. • Provided remote troubleshooting assistance through TechSee, diagnosing and resolving customer issues with professionalism.

Customer Experience Associate
Nov ‘22 - Jun ‘23
ARTISAN PEOPLE

• Process memberships and purchases • Ticket scanning • Supervising venue • Retail

Customer Advisor
Jun ‘22 - Nov ‘22
Boots

• Managed customer transactions by operating the manual checkout till, ensuring accurate processing of payments, and providing customers with receipts. • Oversaw and supported self-checkout operations by assisting customers with price adjustments, approving restricted items, applying coupons, and retrieving receipts as needed. • Monitored and replenished stock levels on the shop floor to ensure product availability and maintain an organized retail environment. • Addressed customer inquiries and provided assistance with product locations, enhancing customer experience and promoting efficient service.

Sortation Associate
Jun ‘21 - Sep ‘21
PROMAN

• My role entailed scanning items that were ordered on the Amazon site and place them in paper bags. • My role also involved labelling the bags which contained the items that which customers ordered and these labels included the name and addresses of the customers. • Another aspect of my role was to pick orders in the 'chiller' and 'frozen'. Areas of the warehouse where it is extremely cold and therefore, we had to wear special uniform known to help us deal with the cold temperature.

Retail Experience
Store Approvals
Selfridges (via Dweet)
Retail Category
High street
Work Environment
Department store
High street store
Product Category
Beauty & Fragrances
Other
Accessories
Responsibilities
CRM
Client Help
Greeting
Complaint handling
Online orders fulfilment
Cash register
Returns & Exchanges
Stock control
Store Maintenance
Product setup
Product labelling
Languages
English - Native
Bengali - Fluent
Education & Training
City University of London
‘21 - ‘24
Bachelor of Laws
Law