خلاصہ

Customer care specialist with 14+ years of experience in Contact Centers, People Management, Quality Assurance, Training and Team Building as well as Operations & Admin related domains.

تجربہ

کمپنی کا لوگو
Assistant Manager Quality Assurance, BPO
Systems Ltd
دسمبر ۲۰۱۸ - موجودہ | Lahore, Pakistan

• Managing a team of 15+ QA Analysts
• Responsible for their adherence, productivity, training and grooming
• Weekly & monthly management reporting & day to day assigned tasks from management
• Sales verification on Spectrum, Frontier, Hughes Net, AT&T, Team Viewer, Vitamin World (International Projects)
• To ensure customers are being handled as per SOPs
• Working as organization wide(Lhr, Khi & India) POC for sales verification projects
• Responsible for all process related communications, disseminations, updates and red books to be rolled out
• Responsible for enhanced customer experience by achieving desired scores for QSL, CFL & NPS
• Evaluation and training of new inductions and their onboarding

کمپنی کا لوگو
Assistant Manager CS Operations
MH Technologies
فروری ۲۰۱۷ - نومبر ۲۰۱۸ | Lahore, Pakistan

• Helping to build good customer relations
• Recruiting CS staff and doing appraisals
• Facilitating Customer Satisfaction Surveys for all Customer Care touch points through regular spot checks
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• TNA based Training and Development of CS staff
• Handling queries & complaints of internal and external customers
• Follow up pending customer issues and ensure resolution

کمپنی کا لوگو
Quality Assurance & Training Specialist
Mobilink GSM (PMCL)
مارچ ۲۰۱۴ - دسمبر ۲۰۱٦ | Lahore, Pakistan

• Preparation of TNA's through Call Evaluations, Spot Checks, Customer Satisfaction Surveys, NPS, Mystery Shopping etc.
• Design, Develop & Deliver Trainings (Soft Skills, Motivational, Behavioral & Product Related) for Contact Centers, Business Centers, Franchise Staff, Retailers & Newly Hired Staff
• QA Analysis of all Customer Care Touch Points, Back end Teams, Jazz Sale Point channels and Corporate Account Managers
• Assuring the achievement of monthly Quality Service Level to the threshold set by higher management
• Facilitated Customer Satisfaction Survey for all Customer Care touch points through regular spot checks
• Provide ongoing support in achieving Zero % Error Level in all Quality Analysis Reports
• Training of nationwide Customer Care staff on newly launched products, processes and systems at Mobilink

کمپنی کا لوگو
Team Leader Outbound Operations
Mobilink GSM (PMCL)
مئی ۲۰۱۰ - فروری ۲۰۱۴ | Lahore, Pakistan

• Planning & execution of Upselling and Cross Selling campaign
• New postpaid sales campaign, attracting new customer from all networks through striking offers
• Proactively provide coaching and developmental opportunities that continuously build and expand to both individual and team capabilities
• Motivating and coaching internal sales team to achieve business sales targets
• Helping and supporting team members to achieve individual and team’s KPI's
• Developed tailored selling skills through continuous training, coaching and simulations
• Enhanced customer handling skills through live monitoring and online feedback techniques

کمپنی کا لوگو
Team Leader Contact Center Inbound
Mobilink GSM (PMCL)
مئی ۲۰۰۷ - مئی ۲۰۱۰ | Lahore, Pakistan

• Trained CSRs and new hired staff and contributed to significant improvements in customer satisfaction and experience
• Manage, coach and develop my team members effectively in order to deliver the highest standards of customer services and maximize individual/team potential
• Ensure highest level of customer services and controlled productivity stats from team
• Provide regular feedback to my team to overcome their deficiencies
• Groomed individuals by assigning different responsibilities and targets for next level
• Monitoring Random Calls to improve quality minimize errors and track operative performance
• Resolve issues of the customers through coordination with different departments

کمپنی کا لوگو
Customer Care Representitive
Mobilink
ستمبر ۲۰۰۴ - اپریل ۲۰۰۷ | Lahore, Pakistan

تعلیم

University of Central Punjab (UCP)
بیچلرز, , Bachelors of Science‎
Computer Science
درجہ B
2002

پیشہ ورانہ مہارتیں

5+ سال Leadership qualities
3 سال ability to produce innovative and original ideas
5+ سال ability to respond to customers’ wishes
5+ سال ability to think strategically and come up with
5+ سال Ability to work on multiple projects
2 سال Administration
2 سال AML
5+ سال Analytical Skills
5+ سال Analytical skills and attention to detail
5+ سال • Keeping the Inventory records up to date and
5+ سال business orientation
5+ سال Call Center
ایک سال سے کمCampaign Management
5+ سال Client Aquisition
ایک سال سے کمCommunicaitons
5+ سال Communication
5+ سال communication and interpersonal skills
5+ سال Competitive Skills
5+ سال Computer skills
5+ سال Computer/Technical Literacy
5+ سال Conflict Resolution
5+ سال Cross Selling
5+ سال CSR
5+ سال Customer focused
5+ سال Customer Orientation
5+ سال customer relation
5+ سال Customer Service Management
5+ سال Customer services
5+ سال Decision Making
4 سال Direct Sales
ایک سال سے کمDistributor Management
4 سال Distributors
5+ سال Drafting Policies
5+ سال English Fluency
5+ سال excel and analytical thinking
3 سال Financial Management
2 سال Financial Planning & Forecasting
ایک سال سے کمGoal Orientated
5+ سال GPS
5+ سال Hiring And Team Building
5+ سال Individuals / Consumers
5+ سال Influential Communicator
5+ سال Internet Services
5+ سال Interpersonal
5+ سال Interpersonal Skills
3 سال Key Account Management
5+ سال Leadership
5+ سال Leading Diverse Teams
5+ سال management skill
5+ سال Management skills

زبانیں

ماہر اردو
ماہر پنجابی
ماہر انگریزی

آپ کن کمپنیز کی پیروی کر رہے ہیں

مزید دیکھیے

سفارشات

جنرک پلیس ہولڈر کی تصویر
Abdul Sheikh
Manager-Contracts Administration, Albayrak Turizm formerly Gunes Albayrak of Turkey
میں آپ کے ساتھ کام کیا Mobilink GSM (PMCL)

Hassan is someone you can always trust. Great values, gets the job done, highly recommended! He is gem of a person