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خلاصہ
I see myself as a hardworking and dedicated team player, motivated by challenges in the working environment and have the willingness to learn and adapt to the ever-changing needs of the organization. My strength lies in my ability to take the initiative and also in the strong communication and interpersonal skills.
تجربہ
Team Coordinator – Internal Audits (Business Unit)
* Leading a team of Quality Assurance/Internal Audits
* Giving feedback and coaching the agents to help them improve their quality in customer services.
* Taking initiatives for improving the quality of the Industry.
* Taking Actions on all Risk Related Concerns and needs to make a Report on it Daily Basis.
* Sales Transfers .
* Preparing performance reports of the team on weekly and monthly basis.
* Addressing the concerns and updating the team in bi-weekly meetings .
* Conducting team meetings with the agents in order to keep them updated.
* Coach & counsel the team agents.
* Keeping regular checks on reports, back and forth emails, Random calls in order to ensure compliance.
* Responsible to maintain KPI as per the organization’s expectation.
* Taking Actions on all Risk Factors for Charge-back reducing Purpose.
Quality Assurance Executive
* Monitoring and evaluating the inbound calls.
* Monitoring and evaluating the inbound sales.
* Giving feedbacks and coaching the agents to help them improve their quality in customer services.
* Taking initiatives for improving the quality of the center.
* Preparing task reports on weekly and monthly basis.
* Addressing the concerns and updating the team in bi-weekly meetings
* Conducting refresher trainings for the agents in order to keep them updated.
* Keeping regular checks on reports, back and forth emails, Random calls in order to ensure compliance
Supervisor – Operations (Telenor Program)
* Leading a team of Customer Support Executives
* Overseeing the Production of the biggest program of TRG Karachi which is Telenor Pakistan.
* As a Supervisor, analyzing the performance of agents and motivate them to enhance their performance.
* Fostered a floor environment conductive to learning and promoting excellent customer service
* Ability to work under pressure in fast paced environment and effectively meet deadline
* Responsible to maintain KPI as per the client’s expectation
* Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
CSE (Telenor Operations)
* Taking in-bound calls.
* Providing FCR (First Call Resolution) to the customer’s by taking their queries in standard time.
