خلاصہ

A BPO industry professional with over 9 years of experience in Sales, Customer Support, Quality Assurance, Project Management/Development and Team Management.

A respected leader with a proven record, able to manage highly motivated teams
focused on achieving the quality/quantity benchmarks of the organization.

تجربہ

کمپنی کا لوگو
Account Manager - Application Development
ABTACH Ltd
جون ۲۰۱۸ - موجودہ | Karachi, Pakistan

Managing a team of 12 Developers,10 Designers and 2 Business Analysts.
Meeting project deadlines.
QA Testing for all Applications and Websites.
Making wireframes, scope of work documents and proposals for clients.
Maintaining client relationships.
Seizing up-selling opportunities.

کمپنی کا لوگو
Quality Control Editor/Team Lead
E-Planet Communications
مارچ ۲۰۱۷ - مئی ۲۰۱۸ | Karachi, Pakistan

Managing a team of English Subtitlers who create subtitles for networks such as
Netflix, Disney, BBC, Fox, HBO, Sony, Fremantle, and many more.
Process improvement planning.
Conducting group training sessions.
Compliance with various style guides for each vendor.
Evaluating video content as per technical specifications given by the clients (English
Template, SDH, CC, Reformatting, Dubbing, Script Writing, Tech QC).

کمپنی کا لوگو
Customer Experience Team Manager
IBEX Global (A TRG Company)
اگست ۲۰۱۳ - مارچ ۲۰۱۷ | Karachi, Pakistan

Designing scorecard related strategies and setting targets for the team.
Audit reports on certain KPIs on a daily basis such as AHT, Hold Time, Claim Costs,
Deductibles charges, Messaging, Call Logging, etc.
Coordinating with Admin department in order to resolve production
related issues.
Attending callibration sessions with other Team Managers.
Maintaining CSAT (Customer Satisfaction)/NPS of the team of over 95%.

کمپنی کا لوگو
Customer Services Officer
Advans Pakistan Microfinance Bank Limited
اکتوبر ۲۰۱۲ - جولائی ۲۰۱۳ | Karachi, Pakistan

As a Customer Services Officer I was responsible for front line and back office work
relating to credit and retail activities in the branch and managed administrative and
commercial tasks in the branch.
Managed the information by using the MIS and kept records in client files.
Exhibited good communication skills and a drive for initiative.
Assisted the Customer Relationship Officers in their daily tasks and participated in
the achievement of the objective of the branch.
Dealt with customers and delivered a commercial speech including all the
explanation concerning Advans Pakistan products and services.

کمپنی کا لوگو
Customer Service Supervisor (Canadian Sales Campaign)
Your Call Flow
دسمبر ۲۰۰۹ - اپریل ۲۰۱۱ | Karachi, Pakistan

Motivated and supervised an outbound call center staff of 20 agents.
Developed a system and call scripts to facilitate the efficient management of sales.
Provide customer service excellence and technical support on calls.

کمپنی کا لوگو
Telesales Executive
E-merge Solutions and Services
جون ۲۰۰۸ - دسمبر ۲۰۰۹ | Karachi, Pakistan

Represented third-party campaigns for different companies.
Kept apprised of products, services, promotions and packages.
Generate qualified sales leads and self-closed the deals.
Maintain customers’ data in the CRM
Make detailed call logs of every call/email

تعلیم

Arena Multimedia
سرٹیفیکیشن, Introduction to Wordpress‎
Wordpress
نامکمل
2018
Arena Multimedia
ڈپلوما, Diploma in Graphics and Web Development‎
Adobe Photoshop, Adobe Illustrator, Adobe InDesign
مکمل
2018
Homework Pakistan
سرٹیفیکیشن, Freelancers Meetup + Workshop‎
Freelancing
نامکمل
2017
IBEX Global (A TRG Company)
سرٹیفیکیشن, PRIME BELTS: WHITE BELT‎
MS Office, People Management, Self Management
نامکمل
2016
IBEX Global (A TRG Company)
سرٹیفیکیشن, Developing Managerial Competencies‎
Self Management, Team Management, Management by walking around
نامکمل
2016
IBEX Global (A TRG Company)
سرٹیفیکیشن, ASAP MODULE 1‎
MS Office, Self Management
نامکمل
2016
IBEX Global (A TRG Company)
سرٹیفیکیشن, ASAP MODULE 2‎
Feedback Techniques, 360 Plan, MS Office
نامکمل
2016
University of Karachi
بیچلرز, بیچلرز ان آرٹس, Bachelors in Arts‎
English
درجہ A
2014
Anees Hassan School of Accountancy
سرٹیفیکیشن, ACCA - FIA (Diploma in Accounting and Business)‎
Management Accounting, financial accounting, accountant in business
نامکمل
2012

پیشہ ورانہ مہارتیں

ماہر Atlassian Jira
متوسط Blogger
متوسط Calabrio
ماہر CRM Analysis
ماہر Handling Assignments
ابتدائی Orbit Banking Software
متوسط Tableau Reporting Software
ماہر Troubleshooting (Mobile/Laptop)

زبانیں

ماہر اردو
ماہر انگریزی

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