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Summary
Dear Concerns, My name is Farah Aftab. I have over 12 years of Customer Services in corporate sector including customer services, Backend Team and Online Support and my last designation was Team Leader HR & Compliance for C&W (Amazon-UK Based). I reside in Bahria Town Phase 5 and am available for an interview on immediate basis. I wish to seek an opportunity with your Company which fits my area of expertise. Please find attached CV for the same.
Projects
Experience
Key Account Manager
Team Lead Hr And Compliance (AMAZON UK)
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Floor Manager
Worked as FM in shaadee.pk project.
Managed BDE and CS Team , in terms of their daily targets related to project.
Conduct and arrange soft skills training related to the project.
Team Coordinator Floor and Acting Team Lead
Manage and handle a team of 15 to 18 CCRs and achieve KPIs for qualitative & quantitative targets as assigned.
Draft general reports on performance and targets of team members as well as ensure that they exceed the targets.
Maintain service, talk/wrap time, data, and both client and consumer satisfaction levels.
Hire, train/develop, motivate, coach, evaluate and retain call center staff.
Conduct one on one coaching/appreciation session with each team member and provide positive/constructive feedback.
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
Provide customer service excellence and technical support on technical systems.
Clear Concept of ABU Grading Matrix.
Specialized in working on most advanced telecom industry softwares like Siebel, MINSAT, HLS, HLR, black berry portal, e-point and other web and desktop based softwares and applications.
Customer Relation Officer
• Worked as Science and English Subject teacher at at Station School No 3.
• Conduct various events to enhance education system in Pakistan .
• Provide guidelines and career counselling to our students who are interested in higher studies.
• Always achieved 100 % result as subject and class teacher.
• Assisting with identifying and recruiting potential Mentor Teachers.
• Conducting and monitoring monthly and sessional exams at A-level
• Coordinating Field Experience information and submitting information to the Field Experiences staff.
