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Summary
8+ years of professional experience with proven growth record; always challenging myself and pushing limits to bring out the best from every situation in life.
With my quick learning abilities I’ve gained excellent command on:
• Microsoft Word, Excel, Power Point, Outlook and G-suite
• Verbal and written communication (English & Urdu)
• Email, letter and report writing skills
• Call handling, administration and management skills
Experience
Technical Support Executive
Core Responsibilities:
• Provide technical support to the retailers/clients
• Communicate between multiple service providers, banks and centers
• Emailing and reporting within organization and to the clients
• Make and circulate training manuals and presentations as and when required
• Process raw data to extract periodic reports for clients
Manager Call Center
Core Responsibilities:
• To hire people in Pakistan & provide training
• Manage performance on all programs to meet and exceed all customer and company expectations
• Ensure Key Performance Indicators (KPI\'s) are achieved
• Evaluate agent’s performance & provides corrective counseling
• Make salary recommendations, identifies staffing requirements and hires staff based on work load projections; addresses complaints and resolves problems
• Identify operational factors that are having the greatest impact on customer satisfaction and call center efficiency. Then fix, build, implement and/or improve them as necessary
• Manage information flow between Customers, Operations, Quality Assurance, Training & Human Resources, etc. to ensure all client and company goals are attained
• Client communication
• Reporting to Chief of Operations Middle East
Assistant Manager Operations - CC
Supervisor Call Center
Core Responsibilities:
▪ Reporting and emailing (Internal & External)
▪ Team management (size varies from 10 - 25)
▪ Providing trainings on various working methods / processes
▪ Producing training manuals
▪ Taking Quizzes and providing Refreshers + calibration sessions to the teams
▪ Performance Reporting
▪ Providing order taking services
▪ Workflow analysis and task distribution
▪ Monitoring queues
▪ Agent monitoring and tracking the calls for quality purpose
▪ Collection of all data extracted via calls and making data base / Productivity reports
▪ Complaint reporting & follow-up within
▪ Multiple more
Supervisor - Quality Assurance
As a Quality Controlling Supervisor my core responsibilities include:
▪ Assurance of compliance to the ISMS policies
▪ Internal/External communication
▪ Maintenance of various reports
▪ Preparing Internal/External accuracy report
▪ Ensuring client satisfaction via implementation of quality controlling procedures
▪ Preparation of training material
▪ Providing training to the team (s)
▪ Process flow implementation
▪ Review the orders for assurance of their quality
▪ Feedback sharing and coaching the team
▪ Update dissemination within the team as well as across board
▪ Weekly/Monthly session with the teams
▪ Team Analysis and assessments for the assurance of high quality performance
▪ Monthly presentation with management and operators regarding team performance
