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Summary
A dynamic professional having more than 10 years of experience in Customer Care Operations, Service Quality, Standardization and Trainings, Human Resource. The experience covers innovation, introduction of KPIs, development of SOPs and conduction trainings on various topics related to call centers, business centers and backend operational teams. I have completed my Graduation and in each of my previous job experiences, I have performed my assignments with a high degree of skill and professionalism.
Experience
Service Quality Officer OGII
Service Quality & Complaint Supervisor
Senior Service Quality Analyst & Trainer
DUTIES & RESPONSIBILTIES
Monitoring and Evaluation of 500 calls per month based on standards of K-Electric.
Responsible for training of the new recruits, conducting refreshers training. (SAP, CRM, Oracle) Technical Training related to K-Electric.
Conducting fortnightly Coaching and Counseling with CSRs.
Highlight gap analysis of quality and analyzes monthly trending reports of key quality indicator to ensure continuous and formulate strategies towards quality improvement.
Conducting telephonic and walk-in interviews of new candidates according to standards.
Design and implement KPIs for 118-Response Center.
Develop new SOPs and review the existing ones.
Able to identify and rectify Service Quality weaknesses through Training interventions TNA.
Monthly Reports pertaining to Floor Performance.
Conduct and assess monthly quiz in order to facilitate CS with product knowledge.
Take ownership for CS related issues and work towards providing resolutions
Share Monthly analysis with QA Manager.
Evaluate IBC staff and Conducted Customer Satisfaction Survey for walk-in consumers.
Share Case Studies with Operations and CRU.
Co-ordinate with operation & HR Department.
Maintain year to date performance.
Surprise Audit visit in K-Electric Outsource call center for the improvement of employee performance.
Helping to develop a customer service policy for Customer Service Department.
High on Initiative - Team Building - Creative Problem Solving Commitment.
Using accurate and smart data analysis from MIS to rectify abnormal trends and roll out remedial measures.
Ensuring increased calibration and sharing of best practices among all CS teams for high performance culture.
Tracking and driving initiatives (specific query/specific answer, using alternatives on new services and high volume of calls)
Conduct Pre-Shift meeting.
Senior Officer Service Quality
Looking after SQ Team
Asst. Team Leader
Pakistan Mobile Communications Limited, better known as Mobilink GSM, is a telecommunication service provider in Pakistan. Mobilink's corporate postpaid package is sold under the brand name Indigo and prepaid by the name of Jazz. In addition to cellular service, the Orascom group is diversifying its service portfolio by setting up new businesses and also expanding through acquisitions.
Customer Service Representative
Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. SAP Business One is an affordable, easy to implement, interconnected business management ERP solution.
