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概要
Specialized in customer care division with extensive work experience in numerous functions in Telecommunication Sector (Mobilink 3G) under highly demanding and challenging environment with exceptional managing expertise of System Administrator in Textile industry (Karsaz Textile Pvt Ltd).
Committed to the quality services and performed responsibilities with extreme professionalism, consistency and determination even under extreme pressure. Proven ability to think outside the box and effect change using a solution based mindset retaining the ability to assess most situations quickly and adapt into the style that most fits the situation. Diversified experience of backend and frontend operations, with dynamic skillset and verifiable records of highest level of external & internal customer satisfaction
项目
工作经历
Team Lead Accounts Receivables (AR)
Assistant Manager Admin
Technical Support Representative
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
Negotiation Officer
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
Team Leader Contact Center (Mobilink GSM)
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
