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概要
A goal-oriented professional with progressive experience of directing and supervising overall functions of client relations/service operations to ensure optimum satisfaction of clients. Consistently achieve record-high customer contentment rankings, improvements to the bottom line, and turnaround of underperforming operations in fast-paced environments. Adept at cultivating and leveraging client relationships, and identifying new business opportunities and strategic goals to improve company's market position. Demonstrate ability to forecast future trends, produce sales strategies to capture maximum benefits and revenues, as well as coordinate with sales executives to better align company goals and tactics. Voluntarily involved in social work help people to bear their expenses. Respected builder and leader of customer-focused teams; instil a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Proven ability to manage difficult clients and deliver top-notch professional service.
项目
工作经历
Relationship Executive
Examined and diagnosed complaints in real time, retained decorum of express centers, and presented updates about services to down the line staff including franchisee, branches, shop in shop, and agents. Escalated issues regarding services with management authorities on timely manner while providing awareness to customers about the services.
Key Accomplishments
Supervised and retained all express centers, franchises, and branch of KPK and steered visits to identify and resolve customer's complaint related to TCS services.
Efficiently formulated monthly stationery issuance sheet for HO and delivered support to management in creating budgeting, memorandums, business reviews, and spreadsheets.
Played a key role as a Relationship Executive and held the credit for organizing stationery for agents, branches, and local E/Cs to facilitate customers.
Complaint Management Officer
Examined high usage report on regular basis and presented update about nationwide network planned/unplanned outages to concerns. Created, maintained, and forwarded complaints register and file records to various engineering departments in compliance with company policy and procedures.
Key Accomplishments
Timely addressed customer's complaint related to GSM problems and escalated issues with high management authorities to assure resolution while following company and regulatory policies and procedures.
Investigated and diagnosed complaints in real time with the help of different tools and portals and delivered updates about nationwide network planned/unplanned outages to concerns while utilizing HLR portals
Call Center Officer
Interacted with stress, angry and upset callers and applied most appropriate way to communicate issues with different behavior types on live calls. Activated mobile Sims under the rules and regulations of Government of Pakistan and Pakistan Telecommunications Authority.
Key Accomplishments
Acknowledged complaints in a timely manner, addressed complaints promptly and according to the order of urgency, and maintained the complainant informed throughout the process.
Played an integral role as an Acting Team Leader and headed the responsibility for serving customers on Zong helpline and determining queries to satisfy customers and retain good image for the company.
Expertly applied proper listening and speaking etiquette to satisfy various customers’ situations while maintaining call quality, availability, and average handling time and achieved call targets on daily basis.
Humran Resource Executive
• To keep record of the employees
• To make salary slips of the employees
• Besides this I had multi office work like documentation, administration and maintaining the bank account
