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خلاصہ
With more than 11 years of professional Customer Services in various companies, I have gone through a rigorous learning, un-learning and re-learning regimen that now enables me to look at products like people with identities and the need to grow in the organization.
Feeling confident that I can successfully hold my own on any business/portfolio, anywhere in the world, having persuasive communication, presentation & analytical skills I proved myself as strong player. Being a dynamic and self-motivated person, have the ability to learn and adapt very quickly. Maintained open communication with Presidential level & Business Unit Heads to ensure quality work. Excellent attention to detail. Ability to manage large and multiple teams efficiently and effectively.
تجربہ
Manager, Client Support & Client Relationship
Providing 4th level escalation to our International client AT&T.
• Determines customer service requirements by maintaining contact with customers, visiting operational environments, benchmarking best practices, analyzing information and applications.
• Maximizes customer operational performance by providing help desk resources and technical advice, resolving problems, and new techniques for customer handling during pressure situations.
• Accomplishes information systems and organization mission by completing related results as needed.
• Manage and Monitor Data Center for different international and local clients.
• POP support for AT&T co-location in Pakistan.
• Technical discussion and meeting with vendors for the provisioning of connectives over long haul.
• Developing and maintaining a solid understanding of technologies and Cube XS product line.
• Process formulation & implementation for the team.
• To ensure standard of products and services, prepare analytical reports for improving quality for customer satisfaction.
• Leading TECH Support team which is responsible to provide first level support to our International & Local Customers & Maintain SLA\'s.
• Keeping a clear and active focus on providing high-quality resolution and ensuring that all the necessary action is taken to resolve customer’s issues.
• Designed KPI & Performance Metrics for Technical Team.
• Define and Design day to day action plan for smooth operations
• Meeting with external & internal stake holders for continuous feedback to improve support services.
• Keeping the team player and a self-motivator, detail oriented and quality focused with effective communication between them.
• Responsible for providing project management feedback
• Managing BCP site and Data Center system with team for different clients in event of any DR.
• In charge Customer Success Team.
• Responsible for all the reports made by the Support team such as
i. Weekly ticket status sheet of local clients.
Senior Executive Quality Assurance
Senior Executive Quality Assurance Job Responsibilities:
• To ensure standard of products and services, prepare analytical reports for improving the quality of the products & services and improving processes throughout Marketing & Sales Cycle.
• Managing & reporting of sales team’s disputes for sales transfer issues and cancellation of orders Managing QA Reports of the chargeback, refunded and cancelled orders Managing - Training and Development for on floor new agent activation.
• Reviewing the SOP of Quality Assurance Department & upgrading the SOP as per the market standards.
• CRM Developments
• Managed a team of 35 people International Sales Quality.
• Unit Coordinator for the Sales & Support.
• To distribute / assign different tasks to various QA agents as per their competence.
Achievements:
• Three-time performer of the month & Once the Gold Award achievement for the best employee of the year 2013
Assistant Manager Complaint Services Unit
Assistant Manager Phone Banking Departmet
