·         Establishes new clients by planning and organizing daily work schedule to meet existing and potential customers.
·         Focuses sales efforts by studying existing and potential volume of customers.
·         Ensure that strategies and policies are developed to enable customer relationship to achieve its objectives and continuously improve its performance in the context of the overall corporate aims.
·         Keep management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly territory analyses.
·         Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
·         Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
·         Distribute samples to licensed practitioners and distribute information to health care professionals demonstrate product use.
·         Maintain effective working relationships with all company support departments.

I have worked as “Team Lead Customer Services” in PTCL (3rd Party Employee). My major responsibilities were:

• Managing and resolving Customers’ Complaints.
• Taking full ownership of the pre-assigned group of customers and ensures customers’ needs are met & satisfied.
• Implementation of Customer Care Policies, SOPs and KPIs in coordination with regional and zonal teams.
• Responsible for managing and developing stronger relationships with customers.
• Coordinate with other division resources within department to ensure efficient and stable sales and services.
• Preparing various reports of Complaint Resolution and operational activities to support strategic decision making.
• Ensure revenue and retention as per assigned target.
• Analyze customers’ monthly usage and suggest package plan accordingly.
• Gains maximum customers’ knowledge through engaging the customer and builds customer profile. (Segment, network, type and number of products and services).
• Responsible for promotion of new product and services to Customers.

• Analyze complaints and investigate complaints in a profound manner.
• Participate in corrective actions based on root cause analysis.
• Ensure customer complaints are resolved within the shortest turn-around time.
• Log, update and maintain accurate complaint documents on a regular basis.
• Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.
• Manage complaint reporting systems and procedures.
• Develop and keep under review best practice guidance for the handling of all complaints.
• Ensuring quality Upsell of Data and VAS products.

• Manage large amounts of inbound and outbound calls in a timely manner.

• Follow communication “scripts” when handling different topics.

• Identify customers’ needs, clarify information, research every issue and provide solutions and alternatives.

• Seize opportunities to upsell products when they arise.

• Build sustainable relationships and engage customers by taking the extra mile.

• Frequently attend post and pre shift meetings to improve knowledge and performance level.

• Meet personal and team qualitative and quantitative targets.

I’ve worked as “Marketing Executive” in “Indus Fruit Products” from July, 2008 to January, 2010. Major responsibilities included the following:

• Supporting the marketing manager and other colleagues.
• Liaising and networking with a range of stakeholders, e.g. customers, colleagues, suppliers and partner organizations.
• Communicating with target audiences and managing customer relationships.
• Conducting market research.
• Contributing to and developing marketing plans and strategies.
• Arranging for the effective distribution of marketing materials.