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Summary
An enthusiastic, self-motivated and seasoned individual with an experience of 8 years in customer experience management and quality control. I aim to pursue a career with a company that values professionalism and rewards hard work, where I can best utilize my professional strengths to help realize the company’s vision, and at the same time allows me to continuously develop my skills to better serve the company.
Experience
Assistant Manager Customer Experience Management and Quality Control
Required to lead a team of individuals handling end to end customer complaints received via different mediums and ensuring compliance to ISO 9001:2015 quality standard.
Responsible for preparing all nationwide communication, and executing effective initiatives to resolve customer queries, and developing a good rapport with customers over social media platforms.
Key Results
Played a key role in establishing the system of addressing customer complaints which reduced Turnaround Time (TAT) by 3 hours per complaint.
Played a key role in developing brand value and enhancing the growth in followers on LinkedIn making Ufone the 2nd most followed telecommunication company in Pakistan.
Designed and developed Standard Operating Procedures (SOPs) and Work Instructions (WI) to smoothen the work of the department. This initiative has increased the efficiency of the workforce by 20%.
Successfully defended ISO 9001:2015 re-certification for Ufone’s Technology Department.
Performed SWOT analysis and recommended feasible solutions to improve Customer Experience Index.