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خلاصہ
Asalaamu-Alaikum
Although, the majority of my experience is in Customer Services, Client Relations and Key Account Management I have experience as a diverse content writer with skills in copywriting, creative writing, SEO writing, proofreading and editing.
In my most recent job I was working freelance and then hired by Uniworth Dress Co. whereby I handled all their writing tasks that included content for TVC scripts, website, other ads, magazine articles and I also helped them with their contact center as call center consultant. I successfully implemented quality assurance checks and implemented an assessment program for the hiring of new agents. I initiated successfully an upselling program to generate extra revenue for the center to offset its cost. I was involved in the soft skills training of the agents and introduced a proper scripted environment.
I also have experience as an editor, proofreader and writer. I have also worked part-time as an SEO writer for software house called Konext. I did technical writing for them as well that included product manuals and technical specifications. Prior to that, I was working as an Assistant Editor/ Content Developer with The City School Group. I am also working on creating a children's English course book in collaboration with a major book's publishing company in Urdu Bazaar.
I was working as an Account Manager for a live chat company called LiveGreeter also known as LiveAdmins. My main responsibility was to act as the liaison between the company and its clients. My other responsibilities include project management acquiring the client's expectations and communicating it to our teams here, to set up and deploy the chat service on our client's websites in in a correct and timely manner. I also acted as the main point of contact for our clients with regards to any complaints, suggestions and/or technical questions.
I hava also worked asTeam Lead in Telenor and as a CSR in TRG
تجربہ
Support Manager
Content Writer and Call Center Consultant
Content Developer and Call Center Consultant
I am currently working as SEO and article writer, copywriter and editor. I am also working as call center consultant. My responsibilities include but are not limited to the following:
SEO writing and content development for the company website.
Article & creative writing for the Times of Uniworth Magazine/Catalogue.
Creative copywriting and editing for company ads, banners, promotional text and TVCs.
Proofreading and editing of all external communications and marketing material.
As Call Center Consultant:
Customer service training on soft skills.
Developed quality parameters and implemented call evaluations for quality assurance.
Developed a scripted environment for creating a professional customer-centric contact center.
Worked out schedule and SOPs for contact center expansion.
Created various assessments for recruiting skilled call center agents.
Successfully designed and implemented up-selling, cross-selling and outbound processes and procedures to increase sales using our existing agents.
Customer Services Manager
As customer services incharge for an ecommerce company operating from the US and the UK, my responsibilities include providing premium quality service to our customers. We have to maintain quality liaison with our customers via email and calls. We also have to follow up with warehouse staff in the US and UK to ensure that our customers get the items they have ordered on time. Negotiating sales deals and closing them are also part of my responsibility. To improve and maintain positive customer feedback is also part of my JD. The company is wrapping up operations in Pakistan and heading back to the US.
Account Manager
Account Manager (Client Services)
Operate as the lead point of contact for any and all matters specific to our clients.
Build and maintain strong, long-lasting client relationships
Develop a trusted advisor relationship with all stakeholders.
Ensure the timely and successful delivery of our software according to customer needs and objectives.
Communicate clearly the progress of monthly/quarterly initiatives to stakeholders.
Forecast and track key account metrics.
Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment.
Assist with high severity requests or issue escalations as needed.
Web Content Manager / Editor
Team Lead
