خلاصہ

Experienced professional with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with business audiences. With a strong background in terms of Quality, research, market and customer service.

تجربہ

کمپنی کا لوگو
Operations Executive – Customer Support
Munch:On
اپریل ۲۰۱۹ - موجودہ | Lahore, Pakistan


·     Communicate with our restaurants and delivery drivers to ensure seamless and on-time delivery.
·     Handled incoming correspondences and help resolve daily operational issues.
·     Provide feedback to vendors about daily meals and ratings given by the user to improve the quality of the meals.
·     Recommend potential products or services to management by collecting customer information and analyzing customer needs
·     Handled customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
·     Keep records of customer interactions, process customer accounts and file documents
·     Follow communication procedures, guidelines and policies
·     Resolve customer complaints via phone, email, mail or social media
·     Scheduling restaurants for breakfast and Lunch and reviewing.
·     Adding new areas for restaurant onboarding.
·     Discussing the tech roadmap and introducing chat automation
·     Enhancing support through chat tools and Inform customer of deals and promotions
·     Maintained SLAs and KPIs set by the organization.
·     Responsible for managing the team and day-to-day operations.
·     Responsible for reviews and quality checks of all customer support interactions.
·     Ensured the completion of tasks assigned to the team on a daily/weekly basis.
·     Monitored and evaluate agent performance, provide learning or coaching opportunities, and take corrective action, if necessary.
·     Developed and executed all training related plans and processes.
·     Trained new team members to ensure they are up to speed with all operational processes.
 

کمپنی کا لوگو
Performance & Quality Associate
Careem
اپریل ۲۰۱۸ - فروری ۲۰۱۹ , United Arab Emirates

Developing and maintaining strong relationships with all the captains
• On board training of recruited captains to build up their profiles through strong interpersonal skills
• Ensuring our captains’ follow the quality standards and SOP’s.
• Training the staff on our technology whilst improving and enhancing their customer service experience
• Leading Social networking Campaigns for the captains and revamped Quality Communication Styles
• Performing and monitoring ‘Appreciation & Reward Program’ for the team based on performance
• Managing cancellation of the bookings in Dubai and dropped it down from 17% to 16.5% by implementing new
strategies and by taking strict actions on the violators which improved CTP as well.
• Suggested changes in the Careem app used by customers
• Managing Captain to Customer Rating and dropped it down from 3.32% to 2.80%
• Report fetching and data Presentation through TABLEAU and REDASH Software
• Editing and verifying locations on AMAKEN software

کمپنی کا لوگو
Quality Control Research Supervisor
AC-Nielsen - UAE
نومبر ۲۰۱٦ - اپریل ۲۰۱۸ | Sharjah, United Arab Emirates

Designed questionnaires whilst advised on key projects that resulted in an increase in customer satisfaction
• Effectively controlled the release of proprietary and confidential information for general client lists
• Collected data, observed qualitative research and handled pilot interviews of projects
• Assimilated statistics using statistical software (QMS tool to monitor Quality driven results of the surveys)
• Analyzed consumer demographics and studied consumer behavior based on FMCG, Financial Sector, and Eateries through mystery shopping.
• Managed focus groups, carried out interviews and conducted surveys
• Converted findings into written Reports and presented them to clients
• Established project needs and cost implications on annual and project level
• Managed a team of data collectors and data input assistant
• Developed and Implemented Sampling Plans

تعلیم

Lahore Garrison University
بیچلرز, بیچلرز ان بزنس ایڈمنسٹریشن, ‎
Human Resource Development and Management
CGPA 3.7/4
2016

پیشہ ورانہ مہارتیں

ماہر CRM
ماہر Food Knowledge
ماہر Lab Knowldge
ماہر Microsoft Excel
ماہر ReDash
ماہر Tableau
ماہر Time Management

زبانیں

ماہر اردو
ماہر انگریزی