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خلاصہ
Passionate, customer-focused leader with a demonstrated history of 9 years of customer Services , sales and marketing experience, history of building new territories, establishing and cultivating relationships to secure business commitments. Excellent communicator, with aptitude for identifying critical drivers and structuring solutions to gain revenue .
تجربہ
Manager Technical Support
• Supervision of the team members for ensuring management of workload within given time and ensuring efficiency with accuracy.
• Training of new team members , developing training material , ensuring the agents fully understand the product and troubleshooting steps to ensure customer satisfaction .
• Troubleshooting different issues faced by customers and retailers which are not resolved by technical support team.
• Coordinate with technical support agents, NOC team and Development to pass on crucial information related to service issues.
• Recommendations of the measures mandatory for ensuring compliance, implementation of corrective measures required to maintain customer satisfaction up to the mark.
• Preparation of issue summary on regular basis and report to management.
• Answering support team/customers inquiries/queries as required.
• Coordination with Sales department and sharing customers’ feedback regarding the impact of company’s promotional campaigns and giving recommendations regarding any possible modifications if required.
TSR and Trainer
• Contacting residential customers by telephone to sign up for services,
• Delivering sales pitch according to company guidelines and developing new sales techniques, persuade potential customers to purchase Telecom services.
• Explaining service switching process and terms and condition .
• Helping fellow team members to meet sales targets.
• Making call backs on behalf of my team members to complete sales or verify data.
• Maintaining APR and managing team in absence of my team Lead.
• Training new agents and making sure accurate their product knowledge is updated.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Explain technical product or service information to customers.
• Obtain customer information such as name, address, and payment method, and enter orders into online portal.
• Making call backs on behalf of my team members to complete sales or verify data.
