خلاصہ

Senior Customer Support Specialist with 5+ years of experience resolving complex customer inquiries over emails, live chat and calls. Supportive Team Lead with 1.5 year of experience leading a customer support team handling customoer queries on Amazon, eBay, Walmart and various other market places. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.


تجربہ

کمپنی کا لوگو
Team Lead (Customer Support/Call center) & Returns Specialist.
iGate Technologies
اپریل ۲۰۱۸ - موجودہ | Islamabad, Pakistan

• Provide leadership, guidance, and support to a team of customer service representatives, and delivering superior customer services via emails, calls and live chat support.
• Observe team’s performance to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
• Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.
• Delegate different customer support duties/tasks to team members ensuring a faster and smoother flow of operation through division of labor.
• Design and implement improved work procedures that will enhance the organization and departmental service delivery, operating SOPS.
• Resolve complex cases with coo-ordination with Compliance team to avoid negative feedback, claims and complains on Amazon and eBay stores.
• Supervise returns and process refund requests on e-commerce channels i.e. Amazon, eBay Argos, Wish and Walmart etc.
• Manage a detailed report on Warehouse, Factory errors & customer returns data.
• Assist management with hiring processes and new team member training.

کمپنی کا لوگو
Customer Service Manager
Esskay Enterprises
اکتوبر ۲۰۱۵ - اپریل ۲۰۱۸ | Islamabad, Pakistan

Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Also in charge of assigning responsibilities, investigating and evaluating complaints and claims and occasionally acting as a manager on duty in the absence of other managerial staff.
Key Responsibilities;
1. To ensure all the calls are handled in a consistently polite, professional and efficient manner.
2. To have an understanding of the significance of customer service and adhere to high standards at all times.
3. Prioritize and process customer bookings and requests submitted by telephone, email, live chat or instant message
4. Leading my team members to attain the Goals set by the organization.
5. Live dispatching and future allocation of pre booked jobs according to the availability of the drivers.
6. To recognize the importance of flexibility regarding breaks, thus ensuring service levels are not affected at any time during the shift.
7. To take a pro-active approach towards suggesting improvements to working practices.
8. To produce weekly call reports for higher management.
9. Assist financial department with customer’s accounts, accounting enquiries or flagged accounting issues raised by the customer.
10. Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have Issues during the transit.

تعلیم

University of the Punjab
بیچلرز, بیچلرز ان کامرس, B.com‎
Accounting & Finance, Business Communication, Business Economics
2013
Pakistan International School, Al-Jubail, K.S.A
انٹرمیڈیٹ / اے لیول, فیکلٹی آف سائنس (پری انجینئرنگ), FSC‎
Chemistry, Mathematics, Physics
فی صد %
2010
Pakistan International School, Al-Khobar,KSA
میٹرک / او لیول, سائنس, Pre engineering‎
Chemistry, Mathematics, Physics
فی صد %
2007

پیشہ ورانہ مہارتیں

ماہر High Organizational Skills
ماہر Typing
ماہر Binding Knowledge
ماہر British Accent
ماہر C Problem Solving
ماہر Complaint Management
ماہر Configuration Switches
ماہر Conservation Awareness
متوسط Customer Acquisition Skills
متوسط Customer Service =
ماہر Customer Success
ماہر Data Miniing
ماہر Dispatcher
ماہر eCommerce Account Handling
ماہر Excellent English skills
ماہر Excellent English speaking (American English)
متوسط Fixed Asset Management
ماہر Handling Assignments
متوسط Hands-on Problem Solving
ماہر Inbound Call Center
ماہر Listening to Customers
ماہر Live Chat Support
ماہر Minicab controller
متوسط MS Excel Dashboards
ماہر Nutrition Management:
ماہر Process Operations Handling
ماہر Pursuing News Stories
ماہر Record Keeping
ماہر Relations Management Skills
ماہر Representation Skills
ماہر Soft Skills
ماہر Student Affairs Managemment
ماہر TECEPYION=
ماہر Ticket Checking
ماہر Transaction Record Management
متوسط عمليات خدمة العملاء

زبانیں

متوسط عربی
متوسط فارسی
متوسط پنجابی
ماہر اردو
ماہر انگریزی

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