概要

Executive - Service Desk with +6 years of experience in a BPO industry. Outgoing and detail-oriented, I am proficient at building and maintaining professional relationships along with consumer/customer satisfaction. Have a Bachelor's Degree in Business Administration.

工作经历

公司标识
Executive - Service Desk
Ibex Global
Mar 2018 - 代表 | Lahore, Pakistan

- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices. - Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for oCase Handling oCall backs oEscalations oForwarding oReporting / Data Logging

公司标识
Operations Supervisor
IBEX Global
Jan 2017 - May 2018 | Lahore, Pakistan

- Supervise everyday working of department operating process and increase efficiency of workers for various growth oriented programs.
- Maintain and provide efficient backup to supply department and ensure achievement of all internal and external needs.
- Provide training to workers and provide upgrade to various technical skills.
- Analyze and identify all performance related issues and ensure appropriate steps to prevent loss.
- Administer all indoor performance in department through efficient coaching and monitoring.
- Prepare and maintain employee attendance records and provide feedback to employees on same.
- Develop plans and supervise various departmental meetings and participate in various growth based campaigns.
- Analyze and ensure better result to fulfill all business requirements.
- Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements.
- Prepare project updates within required time-frame and delegate individual tasks to all employees.
- Provide support and join improvement based methods.
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs.
- Supervise effective compilation and collection of information and data to enhance growth.
- Monitor all administrative functions as per requirement.
- Ensure compliance with applicable laws and company policies.

公司标识
Service Desk Analyst
IBEX Global
Mar 2016 - Dec 2016 | Lahore, Pakistan

- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices.
- Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for:
o Case Handling
o Call backs
o Escalations
o Forwarding
o Reporting / Data Logging

公司标识
Customer Relation Officer - British Council
IBEX Global
Nov 2015 - Mar 2016 | Lahore, Pakistan

- Manage large amounts of inbound/outbound calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

公司标识
Lead Agent - Operations
IBEX Global
Jun 2015 - Nov 2015 | Lahore, Pakistan

- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities

公司标识
Customer Support Executive
IBEX Global
May 2013 - Jun 2015 | Lahore, Pakistan

- Manage large amounts of inbound/outbound calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

学历

Virtual University of Pakistan
学士, 工商管理学士学位, Bachelors in Business Administration‎
Finance
CGPA 2.5/4
2013

技能

中级 Consumer cases
初学者 Front Office Support
熟练 Knowledge of Youtube
中级 Microsoft Applications Experience
熟练 Use of Medical Equipment
熟练 الالتزام بخدمة العملاء

语言

熟练 旁遮普语
熟练 英语
熟练 乌尔都语