• Monitoring market trends, researching consumer markets and competitors’ activities to identify new opportunities and key issues.
• Preparing Brand strategies to boost business & development process.
• Handling Clients online via Emails, Chats & Calls.
• Handling the team of Designers & Developers to complete the projects.
• Providing step by step instructions to the team for projects.
• Maintaining relationship with client from all over the world specially US, UK and Middle East.
• Coordinating with the QA team to make sure that the project is completed before making the final delivery.
• Identifying and making recommendations for the improvement in processes.
• Preparing market strategies to introduce new brands.
• Preparing detailed weekly / monthly reports of sales & services.

• Monitoring Calls, Emails & Chats of customer sales & support agents and prepare reports for their training.
• Maintaining relationship with client from all over the world specially US, UK and Middle East.
• Highlighting strength & weaknesses of sales & support agents to the team Coordinator.
• Identifying and making recommendations for the improvement processes.
• Coordinating with the HR Department for the recruitment of the new Quality Assurance team.
• Preparing presentations for the training of the new joiners.
• Monitoring the overall Performance of Sales and Support Department.
• Assessing the linguistic competency of the new agents and prepare recommendations for the training courses / workshops for them.
• Distributing / Assigning different tasks to various Quality Assurance team as per their competency.
• Formulating new policies with the Business Unit Planning & Development Department.
• Coordinating with the Software Development & IT Department for the improvement of processes & systems.
• Performing special investigation tasks assigned by the Authorities.

• Monitoring and evaluating the Inbound & Outbound calls.
• Giving feedbacks and coaching the agents to help them improve their quality in customer services.
• Taking initiatives for improving the quality of the centre.
• Preparing task reports on weekly and monthly basis.
• Addressing the concerns and updating the team in bi-weekly & monthly meetings.
• Conducting refresher trainings for the agents in order to keep them updated.
• Keeping regular checks on reports, back and forth emails, Random calls in order to ensure compliance.
• Preparing and Conducting monthly quiz.
• Fortnightly Quality Index Analysis.
• Team wise weekly Focus Areas.
• Weekly & Monthly Performance report.

• To verify the customer’s credentials for their asset and liabilities management.
• To explain the product(s) to the customer’s and satisfy them up to their needs and requirements.
• To assist the customer in their financial investments and decision making.
• Operations on Card Management System, CMS, regarding activating and de-activating of debit cards and to monitor the financial discrepancies caused by mal-functioning or by fraudulent activity.
• Managing data of Service Requests, Debit Card Maintenance, Complaints, Day End Reports, and Daily Agenda etc.
• Preparing MIS reports, Schedule, & Daily Agenda.

• Answer inbound calls and respond to customer requests.
• Provide customers with product and service information.
• Follow-up on customer inquiries not immediately resolved.
• Complete call logs and reports.
• Recognize, document and alert the supervisor of trends in customer calls.
• Achieved monthly quality and AHT target
• Other duties as assigned.

Campaign: Rogers, Bell Canada

• Dealing with Customer’s In USA.
• Provide customers with product and service information.
• Convincing customer to purchase product.
• Complete call logs and reports.
• Achieved monthly sales target

Campaign: Orange, 3G Networks & AT&T.

• Dealing with Customer’s In UK & USA.
• Provide customers with product and service information.
• Convincing customer to purchase product.
• Complete call logs and reports.
• Achieved monthly sales target

Campaign: Time Share

• Dealing with Customer’s In USA.
• Provide customers with product and service information.
• Selling qualified Time Share to interested Customer’s.
• Complete call logs and reports.
• Achieved monthly sales target

• Maintaining votes entered by public.
• Maintaining data in automated software.
• Creating day end reports
• Sharing team stats with Manager.