Serving as both a technical support and professional services consultant.
Operating in a VOIP and Genesys architecture environment.
Perform a system’s Root Cause Analysis (RCA) and move closer to a solution.
Accountability for team engagement and customer experience.
Work together with the client and support staff to promptly address and resolve client concerns.
To guarantee the perfect operations of the deployed systems, periodically conduct server and database health assessments and audits by the concerned team.

Creating, carrying out, and supervision the business plan for the organization in Islamabad.
Support in technical / IT RFP (request for proposal) / RFQ (request for quote) submissions.
Vendor and partner management to guarantee accurate execution and delivery.
Coordination with Technical team for project and end-to-end solution definition and planning.
Making technical presentations and demonstrating how a product will meet client needs.
Focused on the client: incredibly careful and focused on providing excellent client services.
Follow up of payments, shipment of orders, registration and running as well as of previous contract.

Acting Team leader (Ufone Contact Centre & Support Centre)

  As the acting team leader, one of my duties is to arrange the assigned employees\' shifts.
Assign tasks to team members and offer direction to designated personnel as needed.
If a consumer is not pleased with the initial level of service, the supervisor will call them back.
Setting priorities for tasks, allocating resources to the team, and taking remedial action.
Updating client and staff data at shift\'s end.

Customer Service Executive (Sales & Customer Services)

Taking care of walk-in clients and advising them on promotions and services while working as a front desk officer.
Receiving written complaints from customers and responding to their issues as soon as possible.
Handling customer-related concerns and collaborating with other departments.
Upselling Ufone-provided phones; managing international clients and assisting them in offering top-notch cellular services

Customer Service Executive (Ufone Contact & Support Centre, Inbound / Outbound /CRU)

To address all phone complaints from customers about MNP, billing problems, offers/service activation problems, customer satisfaction problems, etc. (inbound/outbound).
To manage inbound and outgoing phone calls from corporate, postpaid, and prepaid clients.
Address and close customer complaints about MNP, billing problems, and follow-ups as they are logged from various channels. Adhere to the designated SOPs. If necessary, escalate all customer complaints and issues to the next appropriate group on a regular basis.
Reaching specified numerical goals by successfully imposing additional direction and control over individual performance.
Create and preserve productive working connections with management and supervisors.
The ability to control customer credit scores