خلاصہ

I have a college degree in business studies from Pakistan, 3 years of experience in the field of Customer Services, in which for the last 2 years I was serving as a Team Leader (Supervisor) in Competence amp Business Development Department where one of my main tasks was to manager/supervise amp train the Customer Services Officers. I have to my credit a total of over 800 Training hours of Soft skills, Products amp Processes training. Moreover, I have recently completed my certification in Training amp Business Development from London College of Computing amp Management London which has further enhanced my knowledge and skills.

During the last 2 years I have accomplished myself as a specialist in customer services especially in the area of soft skills, products, systems amp processes. I have also been working with different departments of the contact centre to ensure that the competence level of our department remains above 80. My Job Description as a Team Leader were-

acirccent Ensure all departmental Key Performance Indicators are achieved and maintained.

acirccent Partner with Customer Operations Supervisor to develop team goals and strategies for the department

acirccent Assist the Customer Operations Supervisor in the recruitment and hiring of all departmental staff. Provide direction, motivation, and assistance to staff as well as providing input for performance reviews on a regular basis. Provide ongoing feedback for improvement. Celebrate success, and assist in administering appropriate and timely disciplinary action when necessary.

acirccent Ensure that all escalated customer calls are answered quickly and are treated with respect and courtesy within the Customer Operationacircs Supervisoracircs requirements.

acirccent Become proficient in all software applications used within the department

acirccent Assist the Customer Operations Supervisor in maintaining an up to date work schedule for the Customer Service and Retention staff based upon departmental call volume needs to insure appropriate coverage is maintained at all times

acirccent Provide new hire and ongoing training for all Customer Service Staff

acirccent Coordinate with Sales amp Marketing, Billing, Activations, Credit Department and Retail, when necessary to maintain service standards within the teams

acirccent Review weekly, monthly, and annual reports (i.e. ACD reporting/Key Performance Indicator reports), analyze and observe trends, determine overall effectiveness, and make recommendations to management.

acirccent Identify and analyze escalated problems and provide guidance to staff members for resolution. Negotiate solutions, and act as a liaison with internal and external customers as necessary.

acirccent Attend company meetings and events in addition to partnering with other I wireless management at various I wireless locations.

acirccent Responsible for various project implementation and management.

acirccent Perform other duties and special projects as needed

I'm writing this cover letter in hopes that we can discuss the type of work I'd be doing if you decide to hire me.

Looking forward to hear from you soon. Please call me at 0345-4815347 to set up a time for the Telephonic interview.



Sincerely,

Salman Raza

Enc. resume