Adil Mehmood
Resumo do currículo
Versatile and results-driven professional with diverse experience in operational support, technical support, administrative coordination, customer relations, and business development. Proven ability to manage complex processes, improve efficiency, and deliver high-quality service in fast-paced, multicultural environments. Experienced in consular administration and effective team coordination. Multilingual communicator fluent in English, Portuguese, and Urdu, with a consistent record of problem-solving, adaptability, and performance excellence.
Visão geral
15
15
years of professional experience
4027
4027
years of post-secondary education
1
1
Certification
Experiência profissional
Operational and Technical Support
OTONOMEE
Lisbon
2024.11 - Current
- Provide dedicated operational and technical support for the Oura Ring project, addressing technical issues and operational inquiries via email to ensure a seamless and satisfying experience for Oura Members, while resolving concerns and delivering effective solutions.
- Contributed to a dedicated key side project, resolving customer issues promptly and ensuring high levels of customer satisfaction.
- Worked on key internal tasks, solving issues that improved operational efficiency and ensuring quick resolutions.
- Identified issues, analysed information and provided solutions to problems.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained high performance and customer satisfaction, with an average performance score of 81.8% and a customer satisfaction rating of 87.39% over the past three months.
- Worked collaboratively with the team, following internal best practices and driving continuous improvements to ensure consistent, high-quality service.
Business Development Support
JABUTICABA.APP
Lisbon
2023.11 - 2024.11
- Managed and executed outbound communication strategies, including emails and phone calls, to new and existing clients.
- Followed up on sent communications to answer queries, schedule meetings, and advance client relationships.
- Assisted in organizing and attending industry conferences and events to network and promote our services.
- Worked closely with the business development and marketing teams to align outreach activities with broader business goals.
- Maintained detailed records of client interactions and status updates in the CRM system.
Claim Support Ambassador (Remote)
AIRBNB, INC (BOP - FOUNDEVER)
Lisbon
2022.10 - 2023.10
- Managed and processed over 300 complex customer claims monthly, achieving a 25% enhancement in quality standards.
- Addressed and resolved customer inquiries through outbound calls, live chat, and email, ensuring prompt and effective solutions.
- Applied feedback from Quality Assurance Reviews to streamline claim processes, reducing resolution time by 30%.
- Demonstrated excellence in handling a wide range of technical claims, effectively minimizing legal and vendor-related expenses.
B2B and B2C Commerce Concierge Support Agent for Facebook and Instagram (Hybrid)
META (BOP- TELEPERFORMANCE)
Lisbon
2021.10 - 2022.10
- Delivered high-caliber support for Facebook Marketplace and Instagram Shops, addressing over 50 customer inquiries daily through phone, live chat, and email, achieving a 95% customer satisfaction rating.
- Executed outbound communications to resolve complex customer issues, significantly boosting user engagement and retention.
- Provided expert product support, efficiently addressing and resolving inquiries to enhance the overall customer experience.
- Maintained meticulous records of customer interactions and data, ensuring accuracy and timely reporting.
- Contributed to continuous improvement initiatives by identifying and reporting common issues and customer feedback to optimize service delivery.
Restaurant Manager
ROYAL FADO RESTAURANTE
Lisbon
2019.01 - 2020.03
- Managed all aspects of restaurant operation, including kitchen and floor staff, serving up to 100 customers daily.
- Controlled inventory and resupply operations for a large-scale restaurant, managing budgets and costs effectively.
- Ensured compliance with health and safety standards, achieving high ratings during routine inspections.
Coordinator
QING JIAN GROUP CO. LTD
Lahore
2016.04 - 2017.03
- Provided administrative support, enhancing executive productivity and facilitating efficient operation.
- Conducted market research and analysis, leading to a 15% increase in investor engagement through targeted strategies.
- Developed and implemented customer-focused marketing strategies, significantly increasing company visibility.
Consular Administrative Specialist
EMBASSY OF THE FEDERATIVE REPUBLIC OF BRAZIL
Islamabad
2010.11 - 2016.02
- Optimized visa application procedures, resulting in a 30% increase in processing efficiency.
- Oversaw daily consular operations, ensuring exceptional service delivery to Brazilian nationals.
- Coordinated communications with financial institutions, diplomatic missions in Islamabad, and Brazilian consulates in Lahore and Karachi.
- Directed and managed consular sessions, including passport issuance and document legalization, such as marriage documentation and legal certifications.
- Conducted interviews with business, tourism, and international visa applicants, performing authenticity checks on documents.
- Facilitated high-level diplomatic visits and supported embassy functions, including official events and receptions.
- Provided inbound and outbound call support to diplomatic missions and Brazilian citizens in Pakistan, ensuring efficient communication and resolution of inquiries.
Formação académica
MASTER OF BUSINESS ADMINISTRATION - Human Resource Management
Preston University
BACHELOR OF COMMERCE - BUSINESS MANAGEMENT
Punjab College of Excellence
Competências
Advanced:
Technical Troubleshooting (Hardware & Software), CRM & Ticketing Systems, Data Analysis & Trend Reporting, Incident Management, Root Cause Analysis, Microsoft Office Suite
Proficient:
Live Chat & Email Support Platforms, Queue Management, Performance Metrics (KPIs), Documentation & Knowledge Base Creation, Process Improvement, Stakeholder Collaboration, Project Support
LEGAL WORK STATUS
Work Permit: Portugal
Languages
English
Proficient
C2
Portuguese
Advanced
C1
Urdu
Proficient
C2
SOFT SKILLS
Multilingual Communication: Fluent in English, Portuguese (C1), and Urdu, enabling effective communication across diverse cultural and professional environments.
Interpersonal Skills: Strong verbal and written communication skills with the ability to resolve complex issues clearly and professionally.
Client & Service Excellence: Committed to delivering high-quality service and maintaining strong satisfaction standards while managing diverse and escalated cases.
Leadership & Problem Solving: Proven ability to mentor team members, handle escalations, and implement effective, solution-oriented strategies.
Adaptability & Resilience: Highly adaptable in fast-paced, dynamic environments, consistently maintaining performance under pressure.
Certificação
- GDPR Compliance
- Economic Sanctions
- Anti-Money Laundering & Terrorist Financing
- Human Trafficking Prevention Training
- Introduction to Privacy
- Communication and Call Handling
- Customer Data Protection & Privacy Best Practices
- Incident & Escalation Management
- Technical Troubleshooting (Hardware & Software)
- Data Analysis & Trend Reporting
- CRM & Ticketing System Proficiency
- Multichannel Support (Email, Live Chat, Phone)
Disponibilidade para trabalhar
segunda-feira
terça-feira
quarta-feira
quinta-feira
sexta-feira
sábado
domingo
manhã
tarde
noite
deslizar para navegar
Cronologia
Operational and Technical Support
OTONOMEE
2024.11 - Current
Business Development Support
JABUTICABA.APP
2023.11 - 2024.11
Claim Support Ambassador (Remote)
AIRBNB, INC (BOP - FOUNDEVER)
2022.10 - 2023.10
B2B and B2C Commerce Concierge Support Agent for Facebook and Instagram (Hybrid)
META (BOP- TELEPERFORMANCE)
2021.10 - 2022.10
Restaurant Manager
ROYAL FADO RESTAURANTE
2019.01 - 2020.03
Coordinator
QING JIAN GROUP CO. LTD
2016.04 - 2017.03
Consular Administrative Specialist
EMBASSY OF THE FEDERATIVE REPUBLIC OF BRAZIL
2010.11 - 2016.02
MASTER OF BUSINESS ADMINISTRATION - Human Resource Management
Preston University
BACHELOR OF COMMERCE - BUSINESS MANAGEMENT
Punjab College of Excellence