Team Lead (Inbound Operations)
Tribe Consulting, Islamabad, Pakistan (Papa john’s USA) | Islamabad, Pakistan
Oct - 2019 – Feb - 2021
SKYSCRAPERSNOW RAWALPINDI PAKISTAN | Islamabad, Pakistan
January 2018 - January 2019
● Answered telephone calls, emails and chats in a timely manner and provided helpful accurate information to customers.
● Provided information about products and services by responding promptly to customer inquiries.
● Communicated with customers through various channels (Phone, Email, Live Chat)
● Coordinated with in-house teams when necessary
● Ensured customer satisfaction and provide professional customer support
Customer Service Representative
Future Now Technologies, Lahore, Punjab, Pakistan (pizzapizza.ca, Canada)
August 2013 - December 2017
● Manage a large number of incoming phone calls, Process orders, replacements and
refunds accurately and efficiently.
● Processed, scheduled and executed customer orders for new and existing customers.
● Boosted team spirit and performance by communicating clear service expectations and
quality goals to each team member.
● Make reservations, issue tickets and receiving cash.
● Providing flight details to the passengers at the counter.
● Coordinating with operations team during flights for smooth running of passenger check-in process
● Guiding domestic and international passengers of their travel needs like passports, visas etc.
● Provide support to prepare departmental reports as well as other documentation.
● Make sure that all incoming calls were answered within first 20 seconds.
● Manage internal and external communication channels (emails, chats, clients concerns).
● Provide leadership & coaching to achieve all the performance goals and ensure that top
class customer service was delivered to the clients.
● Define and maintain team’s KPIs to achieve call center’s SLA.
● Coach team to resolve customer conflicts and handle escalated situations.
● Answered telephone calls, emails and chats in a timely manner and provided helpful accurate information to customers.
● Provided information about products and services by responding promptly to customer inquiries
● Communicated with customers through various channels (Phone, Email, Live Chat)
● Coordinated with in-house teams when necessary
● Ensured customer satisfaction and provide professional customer support
● Manage a large number of incoming phone calls, Process orders, replacements and refunds
accurately and efficiently.
● Processed, scheduled and executed customer orders for new and existing customers.
● Create record of all customer interactions with time stamp.
● Boosted team spirit and performance by communicating clear service expectations and
quality goals to each team member.
Assist in the service of food and beverages to a range of customers and undertake general duties within the busy shop floor.