خلاصہ

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

تجربہ

کمپنی کا لوگو
Technical Support Executive
E-Pay UK (Mindbridge)
مئی ۲۰۱۸ - موجودہ | Lahore, Pakistan

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

کمپنی کا لوگو
Manager Call Center
Rocket Internet (Easy Taxi - Middle East)
اگست ۲۰۱۵ - ستمبر ۲۰۱۷ | Lahore, Pakistan

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

کمپنی کا لوگو
Assistant Manager Operations - CC
Easy Taxi, Middle East
جون ۲۰۱۵ - اگست ۲۰۱۵ | Lahore, Pakistan

کمپنی کا لوگو
Supervisor Call Center
Easy Taxi, Middle East
ستمبر ۲۰۱۴ - جون ۲۰۱۵ | Lahore, Pakistan

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

کمپنی کا لوگو
Supervisor - Quality Assurance
Systems Ltd
ستمبر ۲۰۱۱ - ستمبر ۲۰۱۴ | Lahore, Pakistan

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

تعلیم

PVTC, Lahore
ڈپلوما, Computer Application in Business‎
Computer Science
مکمل
2011
The University of Punjab
بیچلرز, بیچلرز ان کامرس, ‎
Accounting, Computer, Economics
فی صد 60%
2010
Bise, Lahore
انٹرمیڈیٹ / اے لیول, , Intermediate of Commerce‎
Commerce
فی صد 62%
2008

پیشہ ورانہ مہارتیں

4 سال call center
3 سال Call Center Development
3 سال Call Center Management
3 سال Campaign Management
2 سال Client Relations Skills
5+ سال Computer/Technical Literacy
5+ سال English Fluency
5+ سال Business communication
5+ سال CRM
5+ سال Customer service
5+ سال email
5+ سال English Fluency
5+ سال English for Specific Purposes
2 سال Inbound Call Center
5+ سال Management
ایک سال سے کمManaging Midsize Teams - 5 to 20 People
5+ سال Microsoft Office
5+ سال MS Excel
5+ سال MS Powerpoint
5+ سال MS Word
5+ سال Proficient in writing and oral communication
5+ سال soft skills
ایک سال سے کمTeam Motivation
5+ سال Time management
5+ سال Verbal English Communication Skills
5+ سال Written English Communication Skills

زبانیں

ماہر انگریزی
ماہر اردو

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Seema آپکے جاننے والے

Amna Latif
AJMAIRY GROUP