خلاصہ

I am currently working as an Assistant Manager Operation. I have 5 years of relevant experience in Customer Support Management. My experties are

Work force management
KPI Ensurance
Promotion Interview Filteration
CSAT and NPS Assurance
Real Time Monitoring
Critical Reporting
Detail Analysis

Moreover I am a hard-working individual.

تجربہ

کمپنی کا لوگو
Assistant Manager Operation
Systems Limited
جنوری ۲۰۲۱ - موجودہ | Lahore, Pakistan

I have joined Systems Limited as an Assistant Manager Operations. Working in BPO and handling multiple projects of Customer Support.

LOBs

Chat Support
Email Support
Phone Support

Key responsibility's

Quality Assurance
Maximum Utilization from the provided HC
CSAT and NPS assurance upto 90 percent
Day to Day challenges
Work force management
KPI ensurance

I manage all the above responsibility's to make sure that all the processes are smooth.

کمپنی کا لوگو
Floor Manager
Mindbridge Pvt. Ltd.
نومبر ۲۰۱۸ - جنوری ۲۰۲۱ | Lahore, Pakistan

Worked as a Floor Manager.

Day to day live Operations
I am reporting on day to day live operations of the project to the senior managment and make sure that everything is running smooth.

Real Time Monitoring ( RTM )
I have RTM under me whose sole responsibility is to provide the inside reporting of the project. This includes SLA AHT and adherence of the scheduled head count.

Client Reporting.
Reporting to clients on RTM and operations of the project is also the part of my JD.

Quality Assurance.
Quality is a very major KPI. To ensure Quality is up to the required target as per our clients requirement.

Work Force Management ( WFM )
To make sure that our schedule head count is utilized and adhered to the maximum. My working expertise are also in WFM as well.

کمپنی کا لوگو
Quality Assurance Manager
Woresk Global Services
نومبر ۲۰۱۷ - ستمبر ۲۰۱۸ | Lahore, Pakistan

Started as Customer sales representative. I was making sales in USA campaign. Our product was electricity and gas.

کمپنی کا لوگو
Sales Supervisor
Xtrasouce BPO
جولائی ۲۰۱٦ - نومبر ۲۰۱۷ | Lahore, Pakistan

Worked as Sales Supervisor

تعلیم

Allama Iqbal Open University (AIOU)
بیچلرز, بیچلرز ان آرٹس, BA‎
Mathematics, Urdu, English
فی صد 54%
2019
Khairpu Technical Training Institute
ڈپلوما, DAE‎
Chemistry Physics Maths
مکمل
2017

پیشہ ورانہ مہارتیں

ماہر Customer Service Excellence standard
متوسط Customer Service Management
ماہر End-to-End Project Management
ماہر Headcount
متوسط Quality Assurance Processes

زبانیں

ماہر اردو
ماہر پنجابی
ماہر سندھی
ماہر انگریزی

آپ کن کمپنیز کی پیروی کر رہے ہیں