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خلاصہ
Dynamic and motivated professional with a proven track record of success in building relationships, managing projects from start to finish with cross-functional teams, achieving targets, and training individuals to reach their full potential. Experience in creating and leading cross-functional teams, effectively communicating with stakeholders, and making decisive decisions during challenging situations.
پراجیکٹس
تجربہ
Project Consultant
Maintained high performing team and served as project\'s advocate
Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements
Partnered with project team members to identify and quickly address problems
Produced quality standards, checklists, report templates, and processes
Met with manager weekly to provide detailed project report and milestone updates
Met with site owner\'s for rental settlements
Assign vendors for dismantling of the site
Keep record of company assets to control theft and loss
Handover of payment to site owner and make closing contract
Resolving disputes related to payment calculations and salaries
Self Service Channels Management Officer
Responsible for reducing call volumes of Telenor Call centers
Identify customer’s top queries through data analytics
Built feasibility reports for problematic processes
Design and implement automations for customer complaints
Design detailed IVR (Interactive Voice Recording) structure for Customers
Content writing for the scripts played on IVR
Placement of recordings on desired nodes of IVR
Provide information, service and complaint resolution in IVR through
system integrations
Reduce TATs (Turn Around Time) for complaint resolution
Business Subscriber Management Officer
Managing Postpaid individual subscriber strategy
Developing automation\'s with help of Software development team to automate complaint resolution
Reducing call volume of Postpaid helpline by eliminating customer pain points
Process re-engineering in order to provide resolution on first interaction
Devise mechanism to proactively address customer concern before customer contacts helpline
Making KPIs for OSPs (Out-Source Partners) and built controls
Responsible for training OSPs Project Managers and Team Leads
Easypaisa Process Design and Re-engineering Officer
Making Processes for newly launched Products and Offers while ensuring customer satisfaction
Improve existing processes by eliminating gaps and building efficiencies
OSPs Management over Policies and Procedures to ensure required services delivered
Managing Stakeholders and create an environment of accountability
Establishing forums to identify gaps in processes
Internet Devices and Support Officer
Troubleshoot of devices having internet issue
Maintaining Customer Satisfaction
Updating network department regarding speed issues
