概要

Experienced Contact Centre Manager with a demonstrated history of working in the telecommunications industry. Skilled in Project Management, Team Management, Operations Management, Customer Satisfaction, Team Building, and People Management. An effective leader, skilled in enlisting the support of all team members in aligning with project and organizational goals.

工作经历

公司标识
Human Resource Executive
Medical Health Management
Sep 2016 - Feb 2018 | Lahore, Pakistan

Medical Health Management is providing back office support to multiple U.S Home Health & Hospice Agencies. Managing HR department of Medical Health Management which provides Human Resources solution to all those U.S Companies. Recruiting staff, preparing job adverts, checking application forms, shortlisting, interviewing, and selecting candidates. Administering payroll and Maintaining employee records. planning and sometimes delivering training - including inductions for new staff. Develop and implement human resources policies and procedures. Handle employee complaints, grievances and disputes. Compile and update employee records (hard and soft copies). Deal with employee requests regarding human resources issues, rules, and regulations Assist, advise and educate management on Human Resource issues and laws. Performs other duties and tasks as requested by Management. Responsible for complete, accurate and timely documentation. Background Check of every candidate. Licenses/Certification verification of candidates/Employees. Exit Interviews.

公司标识
Medical Record Specialist
Medical Health Management
Mar 2016 - Aug 2016 | Lahore, Pakistan

Communication with Hospitals and Doctors Regarding Orders.
Audit of Orders department.
Supplies and DME confirmation.
Pt’s Lab Draws.
Attending Meetings with internal staff and external clients.
Follow company policies, procedures, norms and values.

公司标识
Call Center Traffic Controller
Abacus Consulting
Sep 2014 - Mar 2015 | Lahore, Pakistan


Managening Call center service level.
AHT reporting to the management and operations Department.
Production monitoring of Call Center.
Shrinkage monitoring.
Monitor agent schedule adherence.
Re-allocate resources to meet customer demand or pull additional resources.
Report call center production results on interval, daily, weekly and monthly basis.
Average Handle Time maintenance.
AUX Time maintenance.
Preventing Fraud and KPI spoilage.
Hourly, Daily, Weekly,  and Monthly reporting of different stats of Call Center to the management and to the Client.

公司标识
Customer Services Representative
Abacus Consulting
Sep 2013 - Dec 2014 | Lahore, Pakistan

1)To take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensuring that a high quality of service is delivered at all times.
2)To establish, develop and maintain effective working relationships with all work colleagues to ensure a 'one team approach' to the delivery of the Customer Service Centre's performance standards and the business objectives.
3)To take ownership and responsibility for all enquiries, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions
4)Deal with all calls received within the Customer Service Centre in line with current Service Level Agreements, policies and procedures.
5)To complete Customer Satisfaction Surveys and all outbound activities in line with team objectives.
6)To maintain a comprehensive knowledge of Group departments, services, policies and procedures in relation to the role.

学历

Government College University Faisalabad
学士, , B.Com‎
Accounting & Finance
CGPA 3.5/5
2013
, Microsoft Certified Professional‎
等级 Third
2011
BISE
中级/A级, 贸易学学生, I.Com‎
等级 C
2010
Lahore Board
大学入学/0级, 科学, Matriculation‎
等级 B
2008

技能

中级 British Accents
中级 Executive Staffing
中级 Export Development
熟练 Handling Assignments
中级 Manage Client Relationships
中级 Managing Large Teams =
熟练 Managing Large Teams = 80-100
熟练 Managing Midsize Teams - 5 to 20 People
中级 Process Flow Documentation
中级 Relations Management
中级 Team Motivation

语言

中级 英语
熟练 旁遮普语
熟练 乌尔都语