خلاصہ

Ufone Sept. 2001 till Sept 2014

Floor Supervisor
During the time spent in Ufone, I have managed to collect a wide range of skills and have gained a distinct familiarity that assists in administration, training and managerial roles. Over the years, these skills have developed into my strengths.

Listed below are key responsibilities carried out as a Floor Supervisor.

Conducted multiple performance enhancing sessions
Developed simple First Call Resolution (FCR) awareness at the executive level
Initiated process re-engineering for multiple SOPs focusing on customer centricity
Provided motivational trainings such as How to Motivate Yourself
Dealt with contact center Administrative/Event Management related tasks
Proactively managing and controlling Inbound Service Levels
Consolidating and analyzing various data at an individual CCE and overall contact center level
Counsel and coached a large number of employees to achieve high level of team performances and maintaining high level of self-motivation.
Interviewing and selecting new recruits at Contact Center.
Coordinating with different touch points for departmental implementation of new SOPs and services
Development and execution of both individual and departmental improvement plans
Supporting departments to optimize our human resource by developing and executing several training programs
Providing focused assistance to irate customer's by contacting the customer
Team Leader
Utilizing great interpersonal skills to encourage each team member's professional and personal development
Providing a supportive and trusted environment to boost overall performance
As a result, helped maintain a stable team's performance in the TOP five teams
Utilized different tools to monitor and evaluate quality of team agents through Random Call Monitoring, Random Activity Monitoring, Random Spot Checks, Focused Spot Checks and First Call Resolution Check
Customer Care Executive - CCE
Provided assistance on multiple skill queue due to the ability to accept and adapt to rapid changes
Gained control of problem solving and retention skills while building a healthy relationship with the customer
Due to excellent customer handling skills, was transferred to the Corporate Support Team where professional yet friendly correspondence was required to handle critical corporate customer and PTA related concerns.
Took initiative to create call back assistance for MMS/GPRS settings in Ufone
Actively participated in the initial stages of Ufone's complaint handling department
Extended support to provide availability at the front desk of a Customer Sales and Service center due to business requirements.

Pearl Continental Rawalpindi 2000 till 2001
Handled countrywide corporate level correspondence and administrative and equipment related tasks
Organized conferences and delegations for the sales and marketing department
Carrying out personal and telephonic interactions with clients

Divisional Engineer's Telegraph - A sub division of PTCL 1996 till 1997
Worked for the establishment branch
Supervised various exchanges