خلاصہ

IT ANALYST with +6 years of experience in a BPO industry. Outgoing and detail-oriented, I am proficient at building and maintaining professional relationships along with consumer/customer satisfaction. Have a Bachelor's Degree in Business Administration.

تجربہ

کمپنی کا لوگو
Service Desk Analyst
Ibex Global
مارچ ۲۰۱۸ - موجودہ | Lahore, Pakistan

- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices.
- Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for
oCase Handling
oCall backs
oEscalations
oForwarding
oReporting / Data Logging

کمپنی کا لوگو
Operations Supervisor
IBEX Global
جنوری ۲۰۱۷ - موجودہ | Lahore, Pakistan

- Supervise everyday working of department operating process and increase efficiency of workers for various growth oriented programs.
- Maintain and provide efficient backup to supply department and ensure achievement of all internal and external needs.
- Provide training to workers and provide upgrade to various technical skills.
- Analyze and identify all performance related issues and ensure appropriate steps to prevent loss.
- Administer all indoor performance in department through efficient coaching and monitoring.
- Prepare and maintain employee attendance records and provide feedback to employees on same.
- Develop plans and supervise various departmental meetings and participate in various growth based campaigns.
- Analyze and ensure better result to fulfill all business requirements.
- Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements.
- Prepare project updates within required time-frame and delegate individual tasks to all employees.
- Provide support and join improvement based methods.
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs.
- Supervise effective compilation and collection of information and data to enhance growth.
- Monitor all administrative functions as per requirement.
- Ensure compliance with applicable laws and company policies.

کمپنی کا لوگو
Service Desk Analyst
IBEX Global
مارچ ۲۰۱٦ - دسمبر ۲۰۱٦ | Lahore, Pakistan

- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices.
- Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for:
o Case Handling
o Call backs
o Escalations
o Forwarding
o Reporting / Data Logging

کمپنی کا لوگو
Customer Relation Officer - British Council
IBEX Global
نومبر ۲۰۱۵ - مارچ ۲۰۱٦ | Lahore, Pakistan

- Manage large amounts of inbound/outbound calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

کمپنی کا لوگو
Lead Agent - Operations
IBEX Global
جون ۲۰۱۵ - نومبر ۲۰۱۵ | Lahore, Pakistan

- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities

کمپنی کا لوگو
Customer Support Executive
IBEX Global
مئی ۲۰۱۳ - جون ۲۰۱۵ | Lahore, Pakistan

- Manage large amounts of inbound/outbound calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

تعلیم

Virtual University of Pakistan
بیچلرز, بیچلرز ان بزنس ایڈمنسٹریشن, Bachelors in Business Administration‎
Finance
CGPA 2.5/4
2013

پیشہ ورانہ مہارتیں

ماہر Computer Accessories knowldge
متوسط Consumer cases
ابتدائی Front Office Support
ماہر Internet Surfing
متوسط Microsoft Applications
ماہر الالتزام بخدمة العملاء

زبانیں

ماہر پنجابی
ماہر انگریزی
ماہر اردو