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خلاصہ
Looking for a creative and rewarding career in a challenging environment. Where I can fully utilize my educations, experience especially in the field of Team Management.
پراجیکٹس
تجربہ
Huawei VAS Executive (FLM Engineer)
• Extensive hands-on experience in Contact Center applications and IP Telephony, with a focus on Huawei Top Engg IPCC Framework Experience in CTI applications.
• Handling voice and data solutions comprising of CSP, IVR, CTI and recording system.
• Huawei IPCC (Front end agent application/IVFUCTI and recording solution) 1st level support.
• Front end, backend (DB and OS), middleware level issues troubleshooting
• Service Manager tickets management.
Backup Supervisor
• Maintaining expert level of product knowledge and application.
• Ensure that Vendor meets / exceeds Service Level, FCR, Quality Scores and other goals as per the contract on a regular basis
• To ensure that all daily deliverable are met.
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To keep an eye on all operational processes and look for areas to improve customer experience/optimize efficiency of processes.
• To coordinate with the required vendor for smooth running of operations.
• To ensure the achievement of all individual and team targets / KPIs set by the department.
Customer Relations Officer (Non Voice) Web Chat
• Answering inbound Chats (Prepaid 8: Postpaid) as well as assist customers who have specific inquiries.
• Ability to meet tight deadlines
