Role & Responsibilities:
• Resolve customer complaints via Calls, Emails, Web chat etc.
• Resolves problems by clarifying the customer\'s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve customer queries.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Logging and keeping records of customer/employee queries

Role & Responsibilities
• To negotiate from insurance companies based in California, USA on medical bills provided by different medical service providers
• To help team members in order to achieve their weekly/monthly targets of collections
• To look after the team affairs in absence of Team Manager
• To communicate with different departments in order to solve issues related to client approvals

MOBILINK 3G – PAKISTAN MOBILE COMMUNICATION (Pvt.) Ltd.
May 2005– June 2016

Customer Service Representative
May 2005– May 2008
Role & Responsibilities
• To provide services to inbound customers contacts through telephonic conversation on helpline and to solve their problems regarding the company’s services and products
• Worked also as a Team Coordinator to assist my team leader in managing team affairs and issues and also worked as an acting team leader in his absence
• To help team members in order to achieve their daily/monthly KPI’s i.e. Quality Services, Productivity, Quiz and Adherence
• To assist team leader in conducting trainings regarding systems, new promos, products and regular coaching to team members
• To communicate with different departments in order to solve customer issues

SPECIALIST TEAM LEAD CONTACT CENTER
May 2008– June 2016

Role & Responsibilities
• Lead & Manage Team of Contact Center
• Managing Shift Based ASA And Service Level Targets.
• Create effective operating level agreements with internal staff and groups for setting performance objective
• Managing maximum profitability and effectiveness through improved attendance and customer facilitation
• Development and implementing of continuous soft skills training programs for contact center staff
• Increasing technical proficiency in using tools (i.e. CRM, Workforce Management Tools, and Call Monitoring Etc.)
• Managing Up-Selling and Cross-Selling

QUALITY ASSURANCE SUPERVISOR
September - December 2013

Role & Responsibilities
• Health Check of Standard Operating Procedures
• Train CCRs on new and existing products, giving constant feedback to achieve company targets.
• Coaching and counseling of Contact Center Staff
• Generating Reports and Trend analysis
• Using quality monitoring data management system for compiling and tracking performances at team and individual levels